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

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?

@EA_Blueberry 

My gamertag is MARINEdrive39 , and I can provide my ISP details in a message if required. 

My Xbox Live ID is Sampark3 and my ISP is BSNL Himachal Pradesh. 

@EA_Blueberry Any update on this issue. Still not able to play any games on Asia servers. 

Only able to play on High ping servers in Sydney or London.

Yeah, the problem isn’t resolved for me either. 

I’ve just resigned myself to the fact that I’ll never be able to play Apex Legends again. It’s very saddening. ☹️

@samparksh 

We do not have any updates to share on this as we are not witnessing any significant issues with the matchmaking in your region. We advise contacting our LIve-Support team so they can pull up the account and dive deeper into 1:1 connection troubleshooting. It sounds frustrating indeed and we may need to have our specialists take a closer look at the accounts in this post whom are experiencing it from the surrounding region.

Click here to contact an EA Advisor

This is not just an issue with a couple people from India. I currently live in Thailand and am having the same issue with my Xbox One. I can’t get in matches in any of the servers that show under 100 ping. I had no issue before Season 2 came out, but now I literally can’t play the game.

The reason you aren’t getting a lot of support claims is because there are hardly any people who own Xbox One’s in Southeast Asia. At least they are not sold here in Thailand. I brought my Xbox from America. Also, I am a casual gamer, so finding where to look to try to get this fixed was a challenge.

I bought an elite controller just to play this game, but it is unplayable. Sure, there aren’t many of us who aren’t able to play the game, but I don’t think that means things shouldn’t be attempted to be fixed for us few. That just means you will have less people playing your game, less people buying your items, less people buying your battle passes, but more people who have bad things to say about your game; and I am not sure that is something that developers want.

Please try to fix this issue! I am not tech savvy, but I will do whatever I can to try and aid in getting this fixed.

@DomalakFaynik @EA_Blueberry 

As Domalak has mentioned , this is not an isolated incident or case. We have multiple people reporting on this issue since Season 2 rolled out. 

It's particularly affecting XBox Users in the Asian region, and yes there are many more PS4 users here , so it may seem isolated.

I have been trying to play for weeks this season, and can only manage to connect to games when I am on London or Frankfurt data centers. The Ping is high at 140-160ms, making the gameplay laggy and terrible. Also I keep getting kicked out from games with Code:leaf and Code:net errors every few games. Making this experience with the game at the lowest point in playability.

None of the data centers close to our region allow us to play as it shows only 1 or 2 members in Queue once Readied up, and I strongly believe that this is a server Connectivity issue on your end.