Re: How to fix my connection got stuck on matchmaking only

@ItzzMeSanthu 

Can you attempt these steps and let me know if you're still having matchmaking trouble?

Xbox One:

Power Cycle the 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.

Reboot the Network

1. Unplug the modem/router power for about 5 minutes to refresh the network. A fresh connection can help clear up most basic connectivity issues.

@EA_Blueberry 

Hi, I have tried the steps suggested in your post. However, I am still experiencing the same matchmaking issues after multiple tries of the steps in your post.

The issue is that when I am on matchmaking, after pressing ready, in normal mode the players in queue hover between 7 to 20 and keep fluctuating between these numbers, never connecting to any game. In ranked mode the same happens and it fluctuates between 1 and 6 players in queue without connecting at all. 

I have been experiencing this since I have downloaded the Season 2 update. I have had no previous issues in Season 1 or in the time between the two seasons, where I would be able to connect to game after game within 25-40 seconds after joining the matchmaking. 

Due to this, I have not been able to play any games on Apex for more than a week now. 

I am located in India and the default servers I get connected to are Singapore1 / Singapore GCE1 . I have also tried to connect manually to servers Hong Kong, Taiwan (GCE 1&2) , Tokyo (GCE1,2&3) and have been experiencing the same issue. 

Just can't get to play this game due to the update causing adverse matchmaking issues.

I am afflicted by the same issue; ditto in details. 

@MARINEdrive 

Under your Xbox One Network Settings what is your NAT type and are you on an IPv4, Ipv6, or both protocol? (Shows right next to NAT type)

Have you tried reinstalling the game yet?

@EA_Blueberry 

My current network settings are as below:

IPv4

NAT Type: Open

All services are available

After selecting the Test NAT type option, I got the following response. NAT Type Open. 

I also tried the Test Multiplayer connect and got the following response. Everything is good. 

I tried connecting to a game again today and still facing the same issue. Does not connect to any game , either Normal or Ranked.

@MARINEdrive 

If you log into your router's admin panel (instructions are usually on the router box itself) can you check if there's a firmware update and option to enable IPv6?

@EA_Blueberry 

I am using a TP Link Archer C1200 Router 

I logged into my Router Page, there was a firmware update, and now the router is now updated. 

Went to the IPv6 tab under Advanced Setup and the IPv6 Toggle button was on ON. But there was no IP address available. Did login using PPPoE connection for IPv6 and the IP addressed showed up, Indicating IPv6 is active on router. 

Restarted the Xbox and added the connection to the network through Setup, and still the Network settings show up as IPv4 and Open NAT.

Tried connecting to a game and still the same result. 

I have played the game since launch and the Entire Season 1 on the same setup and there hasn't been any issues until the Season 2 update. 

@EA_Blueberry 

In addition to my concern, I did manually connect to the Tokyo GCE1 server and was able to play a few games. 

I highly suspect this issue has to do with your servers not able connect matches for certain players connecting to your Singapore servers. 

I have tried manually connecting to Hong Kong and Taiwan servers and still didn't get any games. But did manage a few only in your Tokyo GCE1 server. 

It’s definitely a problem on their side. I can connect to a match in the Frankfurt servers within seconds. It’s too much of a coincidence that the exact same issue cropped for all of us at the exact same time. EA needs to troubleshoot on their own end. It’s seemingly just something off with the Singapore servers. 

Try London, Sydney and saltlake server. Its laggy but working. Its the servers in singapore causing the issue. Not the Xbox.

@ItzzMeSanthu @EA_Blueberry 

I've tried the Sydney Servers, they seem to be able to connect me to Normal Apex games, but are a bit laggy as the server Ping is more than 120ms.

Yet to play my first Ranked Game due to this issue as I am not able to connect to any ranked games regardless of the servers I am connected to. 

Singapore , Taiwan and Hong Kong are between 40ms and 90ms Ping but I am not able to play either Normal or Ranked modes due to this prolonged matchmaking issue.

Yes, I am suffering from the exact same issue and it’s still unresolved for me as well. I have tried to reach EA everywhere they maintain a formal online presence (I say ‘everywhere’ quite literally) and have still not received any help. Meanwhile, the problem that all of us are facing is about to start its third week. 

I have given up hope. I’m giving it one more week. After that, I’m boycotting all of EA’s products and services. This is just inexcusable from their end. 

We'll need to gather some more info. For those unable to connect to matchmaking from India can you please run a UO Trace and attach it in here so we can see how your connection is reaching our servers?

Basic Connection Troubleshooting

https://help.ea.com/en/help/faq/connection-troubleshooting-basic/

I think every complaint I’ve seen of this problem has been from people playing on an Xbox One. Is there a similar diagnostic test we could run on our Xbox One? 

@samparksh 

Xbox connection tests can be done on the console, but that will ping Microsoft's servers and not the EA servers, so results may vary. You could still get some positive results though on how your overall connection is. Even though you play on Xbox, performing the UO Trace from the PC will show us an accurate representation of how you're reaching our servers.

Xbox Connection Test

https://support.xbox.com/en-US/xbox-one/networking/slow-performance-solution

@EA_Blueberry 

I'm playing Apex on XBox One X from Southern India. 

Not able to play games when connected Singapore1/GCE1/GCE2, Hong Kong, Taiwan GCE1/GCE2.  (ping from 40-90ms)

Sometimes able to play Normal Games only (Not Ranked) on Tokyo GCE1/GCE2/GCE3. (Ping from 113-139ms)

Able to play Normal Games and sometimes Ranked Games on Sydney GCE1/GCE2. (Ping from 135-160ms)

UOTrace Results below 

Trace 1

1. 192.168.0.1; 2.70, 2.90, 2.50

2. 10.240.0.1; 3.75, 3.44, 5.58

3. 14.141.145.89; 14.141.145.89.static-Bangalore.vsnl.net.in; 5.01, 7.74, 8.71

4. 172.31.47.5; *, *, *

5. 180.87.39.25; ix-ae-0-100.tcore2.mlv-mumbai.as6453.net; 23.0, 23.1, 24.8

6. 180.87.38.1; if-ae-2-2.tcore1.mlv-mumbai.as6453.net; 33.2, 30.7, 88.2

7. 180.87.38.126; if-ae-5-6.tcore1.wyn-marseille.as6453.net; 120, 126, 133

8. 80.231.217.6; if-ae-8-1600.tcore1.pye-paris.as6453.net; 143, 142, 144

9. 80.231.153.49; if-ae-11-2.tcore1.pvu-paris.as6453.net; 143, 143, 143

10. *

11. *

12. 4.79.23.202; 279, 301, 324

13. 159.153.92.10; 309, 229, 250

14. 159.153.92.78; 277, 298, 321

15. 159.153.64.173; easo.ea.com; 282, 305, 327

Trace 2

1. 192.168.0.1; 2.56, 4.30, 4.71

2. 10.240.0.1; 3.71, 4.26, 3.19

3. 14.141.145.89; 14.141.145.89.static-Bangalore.vsnl.net.in; 5.50, 6.28, 5.68

4. 172.31.47.5; *, *, *

5. 180.87.39.25; ix-ae-0-100.tcore2.mlv-mumbai.as6453.net; 22.5, 22.4, 22.9

6. 180.87.38.1; if-ae-2-2.tcore1.mlv-mumbai.as6453.net; 29.4, 31.1, 31.4

7. 180.87.38.126; if-ae-5-6.tcore1.wyn-marseille.as6453.net; 121, 118, 120

8. 80.231.217.6; if-ae-8-1600.tcore1.pye-paris.as6453.net; 143, 146, 143

9. 80.231.153.49; if-ae-11-2.tcore1.pvu-paris.as6453.net; 144, 143, 143

10. 80.231.153.66; 145, 151, 146

11. *

12. 4.79.23.202; 279, 307, 333

13. 159.153.92.10; 267, 214, *

14. 159.153.92.78; 576, 212, 218

15. 159.153.64.173; easo.ea.com; 213, 215, *

@MARINEdrive 

Thank you. Do you know if the ports listed for Apex Legends are opened under your router settings? So far, this appears to be an isolated case as we haven't seen any other contacts to our Support staff via live-chat, phone, or e-mail regarding customers from India being unable to connect to those servers.

Ports for Apex Legends

https://help.ea.com/en/help/faq/opening-tcp-or-udp-ports-for-connection-issues/

@EA_Blueberry 

The ports have always been opened, and I haven't changed or modified any router settings. I have been playing Apex since launch and did not face any issues until the Season 2 update on July 3rd. 

This issue has been reported by many people in India particularly on XBox while connecting to the nearest servers, with the lowest ping. 

In our case it is Singapore, Taiwan, Hong Kong.

I have heard of the same issue I have been experiencing reported by many others, and in fact there are a bunch of other threads started raising this same problem. To name a few of these:

EA connection Problems 

New issue with finding game on Singapore server (started by Samparksh)

I don't think this is an isolated case, rather it is an issue with your servers located in East Asia. 

@ItzzMeSanthu  @MARINEdrive  @samparksh 

Can you provide me your Gamertag and ISP that you use please?