Re: Apex legends crashing before reaching lobby XBOX

It’s exactly the same issue except different platform unfortunately...

@ElPoderoso08 

Thanks! Can you test something for me when you have a chance? What happens if you try logging into Apex Legends with a different Gamertag on that same Xbox? Is it still getting stuck at the same spot? 

/Kent

Other gamer tags work on my console, it goes to the lobby and everything works fine. I have opened cases with EA that were closed with no resolution and the same with Microsoft. I have tried countless solutions with many support techs. All I really want to do is play Apex with my current progress at whatever cost. Thank you for your help. 

@ElPoderoso08 

Got 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?

@ElPoderoso08 

Thanks 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?

@ElPoderoso08 

Unfortunately 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?

@ElPoderoso08 

Thanks 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. 

@ElPoderoso08 

This is happening with both accounts now, or just your original one? 

/Kent

Original 

@ElPoderoso08 

Hmm, 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. 🙂

@ElPoderoso08 

Do 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