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EA_Blueberry's avatar
EA_Blueberry
Icon for Community Manager rankCommunity Manager
4 years ago

Re: Connection issue (xbox one)

Hi, @AsphaltCowboy 

Can you let me know what the error message is when you try to connect to our servers?

I'll work with you if you want to try and troubleshoot this. Servers for all of our games are each to their own, so it's possible not to connect to one game's servers while others can be up. Unless it's a full outage. Servers have been up for NHL 21 so this is a technical issue we'll need to figure out.

I get the frustration. If you're up to see if a few steps can help get you in let me know. My best recommendation is to first start with a basic power cycle and Mac Address clear. I'm sure you've done it, but definitely want to make sure the basics are covered first. Even if you've done it before, please try it again before reply back whether they worked or not. 

Reboot the power to the modem/router

  1. Unplug the power cable from your modem/router for 5-10 minutes to refresh the network.

How to power cycle your Xbox console:

  1. Turn off the Xbox One console by pressing the Xbox button  on the front of the console for about 10 seconds until it shuts down completely.
  2. Unplug the console’s power cable. Wait 10 seconds.

Important Be sure to wait 10 seconds. This step resets the power supply.

  1. Plug the console power cable back in.
  2. Press the Xbox button  on your console to turn on the Xbox One.

Clear Mac Address

  1. Clear the MAC Address: From the Xbox dashboard select Settings>All Settings>Network>Network Settings>Advanced Settings>Alternate MAC address>Clear, then restart your Xbox.

16 Replies

  • AsphaltCowboy's avatar
    AsphaltCowboy
    4 years ago

    Can't send a pic, says file is too large. The message says "Unable to connect to the EA servers at this time. In order to access the online features for this title, please verify that your network connection is working and you are signed in to your Xbox Live account, or the EA Servers may be down. Please try again later".

    1. I am connected just fine. All of my other games work just fine. The only problems I am having are with NHL 21 and Madden 21.

  • EA_Blueberry's avatar
    EA_Blueberry
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @AsphaltCowboy 

    When you ran the results did you see any packet loss between 1-99%? 

    Are you able to sign into Help.EA.com using your Microsoft credentials and then sign into the servers in game?

  • AsphaltCowboy's avatar
    AsphaltCowboy
    4 years ago

    It says on my EA account page on NHL 20 that I have been a member since June 11, 2021. That is probably the day the I chose my public ID name. Ever since then my game has not had a connection. Can you check if that is the reason? Can't remember if I had a public ID before that. It most likely would have been buddha1975. 

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hi there, @AsphaltCowboy.

    I'd like you to try clearing the alternate MAC address with these steps:

    Go to your Xbox One Settings (Just press Start, then click Settings)
    Go to "Network", then "Advanced Network Settings"
    Click on "Alternate MAC Address", and then click "Clear"

    Let me know what happens. Thank you.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @AsphaltCowboy 

    It's quite possible this is an account issue. Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll take a look at your account and see if anything is off that is causing this to happen.

  • AsphaltCowboy's avatar
    AsphaltCowboy
    4 years ago

    I have already tried going through Twitter and they just go the troubleshooting route. I am not on Facebook and I'm not going on there just to try to figure this out. Not sure why this is so hard to take care of.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    4 years ago

    @AsphaltCowboy 

    I'm not seeing where a case was opened so I can't see what happened when you contacted EA Help. It would be good to know what troubleshooting they did. Regardless, if you change your mind, our support is there to keep working on this for you. Unfortunately, we can't help with account-related issues through Answers HQ.

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