Community ManagerGot it, thanks. It is odd that it's only happening with that specific account. Have you tried removing that Gamertag and re-adding it to your Xbox to see if that makes any difference at all? For more details on how to remove and add the Gamertag check out the Xbox Support website.
Let me know if you're still getting stuck at the same spot after that. Thanks again.
/Kent
I have removed the account the account from the console and added back multiple times and it does not change anything. Is there a different step I should be doing other then the recommended link?
Community ManagerThanks for giving that a shot.
Do you know if there are currently any restrictions on that particular account? Was it actioned through Xbox Live any time recently?
/Kent
None that I am aware of. Is there a way I can check? All permissions are set to adult content too.
Also, if i was to create another account to play in the meantime would you be able to merge my two accounts?
Community ManagerUnfortunately we don't have a way of merging accounts or moving progress from one account to another. Do you have a lot of friends on that Xbox Live account? If so, can you try removing some of them to see if that makes any difference at all? We've seen some cases in the past where cleaning up the friends list a bit can help with crashes, so I'd like to see if it helps in this instance as well.
Let me know if that makes any difference at all with the crashes. Thanks!
/Kent
That did not resolve it unfortunately. Today while playing on a new account I switched to my actual gamer tag and now it shows initializing when I press A to continue. It did not do that before...
Hello @EA_Kent do you have any updates?
Community ManagerThanks for giving it a shot.
I'm sorry, do you mean that your new account is now getting stuck on "initializing" when you try starting up the game, or is this happening with your main account?
/Kent
When opening Apex it usually goes through of series of screens before reaching the lobby such as the welcome screen the initializing screen (at times) the black screen with the apex red logo loading then finally lobby. Some times i make it to the initializing screen others to the black loading screen but never goes past that.
Community ManagerOriginal
Community ManagerHmm, gotcha. That is definitely strange.
When you have a chance I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. If this is an account-specific issue they may be able to spot what's causing it to happen. Unfortunately account issues are not something we would be able to investigate from our side.
For more information on how to reach them check out the EA Help website. If you prefer you can also speak with them over Twitter or Facebook as well.
/Kent
What option would you recommend? I have opened 4 cases which have been closed with no resolution or follow up. 🙂
Community ManagerDo you have a case number from when you tried reaching out? If so, do you mind sharing it here so I can take a look?
/Kent
