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SMllTHY's avatar
5 years ago

Game keeps freezing and disconnecting. Weapons are invisible.

Product: Apex Legends
Platform:Xbox Series X
Please specify your platform model. Microsoft Xbox One X
What is your gamertag/PSN ID/EA Account name? Chief KiIo
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible. matwithpower
Are you using any software with an overlay? No
Which Legend were you playing (if applicable)? Revenant
Which Legends were your squad mates using (if applicable)? Octane and bloodhound
Where did the issue occur? In a match
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. I was in grow towers during a ranked match on olympus although it happened for multiple games in a row and I have screenshots necessary
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. Had just finished a fight and disconnected while trying to loot. Joined back and immediately got downed
Did your squad mates also experience the issue? No
How many matches had you played in a row before the issue occurred? 4
When did this happen? (dd.mm.yy hh:mm) 31/03/21 at roughly 20:30 (GMT)
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 see weapons on the ground and my teammates are invisible. Can't see my characters hands either. When I have a weapon I can't see it which makes aiming almost impossible. Biggest issue is that my game regularly freezes for varying times. Sometimes for a couple of seconds and sometimes for maybe 20 seconds which makes fighting impossible. Got disconnected twice and once my game crashed which is impressive considering I have next gen console. There are audio glitches as well, character don't speak for ages, footsteps are silent
What should be happening instead? I should not be disconnecting or lagging, my WiFi is solid and has recently been upgraded
Steps: How can we find the bug ourselves? No idea

This is a YouTube link to what happened right after I reconnected. My teammate said he wasnt lagging or freezing but I was even though I was just spectating. This level of freezing occurred often throughout the games I tried to play

In all the screenshots my weapon is not holstered but is not there. I have a better screenshot of me holding an invisible longbow but the ammo screen on the gun is visible but it is too large to attach. 

Also the "L" in KiIo is a capital "i"

https://youtu.be/XZ-UhDLfLz4

10 Replies

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  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hi @SMllTHY

    We should try running through some troubleshooting to see if we can help with the lag and disconnections you've been seeing. When you have the chance I'd recommend starting off with the basic connectivity troubleshooting steps from the EA Help website first to see if that helps. 

    If it keeps happening afterward please try running through the Xbox-specific steps as well. Let me know how that goes once you've had the chance to give it a shot. Thanks!

    /Kent

  • I followed the steps this morning and messed around with my router and my my console but my WiFi connection is strong. I can play other games with no problems. After trying the steps I tried to play a ranked game to see if it had made a difference and this video shows what happened. I even uninstalled and reinstalled the game in case my download was corrupted somehow.

    https://youtu.be/VkqhIqp0cn4

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SMllTHY 

    Thanks for following up!

    Is it possible to try bypassing the wifi connection and using a LAN cable instead to test and see if that makes any difference? 

    /Kent

  • No problem about getting back to you, I just wanna get back to the grind back up to plat so thanks for helping in the first place.

    I can't get a LAN to my console from where I am so I was gonna uninstall my game for a day or 2 and then reinstall it again just to make sure it's not my game that's broken. My ping is consistently in the 20s and my network statistics are all good. I'll attach a photo of my statistics 

    Thanks 

  • @EA_Kent I've uninstalled and reinstalled it again afemter leaving it for a while and I'm still having the same issues. I can provide game clips if you need them but is there anything else I can try in the meantime?
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SMllTHY 

    If you can share a clip that would be really helpful. You can upload it somewhere like Youtube and link it here. Thanks!

    /Kent

  • @EA_Kent https://youtu.be/yvZv0nWeygk
    https://youtu.be/2DAuVJCjZ6E
    https://youtu.be/mf70yKhvyNA

    These clips are all from the same match. I dont get a chance to choose my character and then all of a sudden I'm on the ground and can look around but the world is frozen so I'm forced to wait until I'm killed or the ring gets me. It doesn't happen every single game but its happening quite frequently and it sucks cause I lose RP when it happens, just tryna get to plat ☹️. On the bright side I did finally get an heirloom which is something I suppose
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SMllTHY 

    Thanks! I appreciate that. 

    It looks like the in-game indicators for latency and packet loss are both coming up when this happens. There is something else I'd like to try to see if it helps. Can you try setting a static IP on your Xbox when you have the chance? 

    The Port Forward website has step-by-step instructions on how you can set up a static IP. Once you've been able to give this a try please let me know if you're still running into these same freezes or any other issues. Thanks again!

    /Kent

  • @EA_Kent I didn't do the IP thing but for whatever reason I haven't had any issues for a couple of days now so whatever was wrong seems to have fixed itself. Looks like I can finally get back to the ranked grind. Thanks for all your help though, you've been very helpful
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @SMllTHY 

    Thanks for following up and letting me know! I'm glad to hear it's been working better for you recently. 

    /Kent

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