Forum Discussion

5 years ago

Solved

Can't play on any server except for Frankfurt 1

Product: Apex Legends
Platform:PlayStation 5
Please specify your platform model. Sony PlayStation 5
What is your gamertag/PSN ID/EA Account name? BoltHyperYT
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible.
Are you using any software with an overlay? No
Which Legend were you playing (if applicable)?
Which Legends were your squad mates using (if applicable)?
Where did the issue occur? Loading into the match from the lobby
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. Everytime I tried to load into a game on the server which have low ping for me, but I get sent back to the screen to choose a different server.
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. Trying to get into a game
Did your squad mates also experience the issue? No
How many matches had you played in a row before the issue occurred? Can't play matches in a row, I have to close the game and restart it everytime for the next match
When did this happen? (dd.mm.yy hh:mm) 04.02.21
How often does the bug occur? Every time (100%)
How severe is your issue? Major impacts to gameplay
What happens when the bug occurs? I can't seem to get into a game when I use server which are better for me like Singapore. But everytime I try to play in that server I get an error and have to restart the game and change the server to Frankfurt
What should be happening instead? I should be able to get into a game.
Steps: How can we find the bug ourselves? I don't know how you can find this bug. Maybe it's specific to me or not.

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Earlier I thought this was a problem because of my ISP, but I tried playing the game on my laptop and I faced no issue like this.

EA_Kent
5 years ago
@Twitch_BoltHyper

Got it, thank you for giving that a try!

Have you checked to make sure all the ports for Apex Legends are open on your network? You can find more information on the specific ports at the EA Help website. If you need more info on how to open the ports check out the Port Forward website. They have instructions on how to open ports for many makes and models of router/modem.

Let me know if you're still having any trouble connecting to other datacenters after that. Thanks!

/Kent

29 Replies

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EA_Kent
Community Manager
4 years ago
@Twitch_BoltHyper

Do you have access to a PC on the same network as your console? If so, can you run a UOTrace so we can take a look? That should give us a more detailed look at the connection between your device and the servers, so if there's something happening in between we may be able to spot it.

You can find more info on how to run the test at the EA Help website. Look for the section in that article titled How to run UOTrace. Once you've had the chance to give it a try please attach the results here. Thanks!
Twitch_BoltHype
4 years ago
I ran the UO trace and here are the screenshots of that.
EA_Kent
Community Manager
4 years ago
@Twitch_BoltHyper

Thanks!

The UO Trace looks pretty good. The ping looks OK, and there isn't any measurable packet loss.

Do you have another PSN ID on your PS5? If so, what happens if you try playing Apex Legends through that account? I am curious if this is only happening with this specific account. If you're able to give that a shot please let me know what happens. Thanks!
Twitch_BoltHype
4 years ago
@EA_Kent Happens on all accounts.
EA_Kent
Community Manager
4 years ago
@Twitch_BoltHyper

OK, so we can assume that it's not an account-specific issue.

How is your PS5 currently connected to the internet? Is it using wifi, or is it connected with a network cable? If it's connected over wifi can you try using a cable instead to test and see if that makes any difference?
Twitch_BoltHype
4 years ago
@EA_Kent No it doesn't make a difference already tried.
EA_Kent
Community Manager
4 years ago
@Twitch_BoltHyper

Do you have access to any other network connections, such as a mobile hotspot? If so, would it be possible to try connecting your PS5 to that network to test and see what happens when you log into Apex Legends?

That should help us determine if this is only happening on this specific network. If you're able to give that a shot please let me know what you find out. Thanks!
Twitch_BoltHype
4 years ago
@EA_Kent Its only happening on this network. I tried mobile hotspot and it worked no problem but the ping was high as mobile network speed is not that high.
EA_Kent
Community Manager
4 years ago
@Twitch_BoltHyper

Thanks for trying that out for me.

If it's only happening on your home network it might be best to reach out to your Internet Provider to see if they have any insight on what might be happening. They may be able to see if there are any issues in the area that could be causing this.