Below I have pasted the conversation I had with this agent
himanshi (5/21/2022, 1:42:58 AM): Thank you for contacting EA HELP, my name is himanshi, may I start with your first name please?
Michael (5/21/2022, 1:43:30 AM): Hi Himanshi hope your day is going well
Michael (5/21/2022, 1:43:38 AM): my first name is Michael
Michael (5/21/2022, 1:43:44 AM): you can call me Mike
himanshi (5/21/2022, 1:44:21 AM): Hi Mike, nice to meet you. How may I assist you today?
Michael (5/21/2022, 1:46:38 AM): I am currently using a console to play Apex Legends that console being the Xbox Series X, every time I attempt to load the game it brings me to the title page then once I accept to begin the game it brings me into the lobby que.
himanshi (5/21/2022, 1:47:02 AM): I will certainly check and try to help you launch the game.
Michael (5/21/2022, 1:47:03 AM): Once there it fails to load most of the game then continues to freeze entirely
himanshi (5/21/2022, 1:47:11 AM): How long you have been facing this issue?
Michael (5/21/2022, 1:47:31 AM): and most of the time it causes my console to restart or shutdown completly
Michael (5/21/2022, 1:47:55 AM): which is very bizarre because it is the only game that causes this problem
Michael (5/21/2022, 1:48:14 AM): exactly 3 days now
Michael (5/21/2022, 1:48:19 AM): maybe two
Michael (5/21/2022, 1:48:35 AM): I tried last night around 10
Michael (5/21/2022, 1:48:55 AM): that's when I was never able to actually load into lobby
himanshi (5/21/2022, 1:49:36 AM): Thanks for the information.
Michael (5/21/2022, 1:49:44 AM): weeks ago I was experiencing similar issues but I would either perform a hard restart of the console or clear cache and start the App again
Michael (5/21/2022, 1:49:50 AM): that would solve the problem
Michael (5/21/2022, 1:50:03 AM): but now everything I attempt fails
himanshi (5/21/2022, 1:50:08 AM): We do have some troubleshooting steps that may help you fix the issue, do you wish to try them?
Michael (5/21/2022, 1:50:45 AM): ok I am most willing to try them but I assure you I've performed them already numerous times
himanshi (5/21/2022, 1:51:47 AM): Perfect!
himanshi (5/21/2022, 1:51:49 AM): Ah, yes.
himanshi (5/21/2022, 1:51:50 AM): I know.
himanshi (5/21/2022, 1:51:57 AM): I really appreciate your efforts so far.
Michael (5/21/2022, 1:52:03 AM): unless there is a precise order of steps to correct the corrupted data im feeling pretty hopeless
Michael (5/21/2022, 1:52:07 AM): yes ofcourse
Michael (5/21/2022, 1:52:28 AM): contacting customer Service was my last resort
Michael (5/21/2022, 1:52:39 AM): so I appreciate the assistance
Michael (5/21/2022, 1:52:54 AM): I also attached a video before the chat was iniatited
Michael (5/21/2022, 1:53:22 AM): initiated*
Michael (5/21/2022, 1:53:31 AM): it shows the issue at hand
Michael (5/21/2022, 1:54:27 AM): the only thing I haven't tried is a complete reset of the console of all its data and contents
Michael (5/21/2022, 1:54:31 AM): factory reset
himanshi (5/21/2022, 1:54:48 AM): You may refer to the steps mentioned here and try all the steps after this chat session : https://support.xbox.com/help/games-apps/troubleshooting/game-issues-solution
Michael (5/21/2022, 1:55:01 AM): I thought contacting you before I try that method would be best
himanshi (5/21/2022, 1:55:09 AM): However, if the issue still persists then you may have to post your concern on our forums for more help.
Michael (5/21/2022, 1:55:42 AM): so that's it?
Michael (5/21/2022, 1:55:53 AM): that's ur recommendation?
Michael (5/21/2022, 1:56:07 AM): nothing else can be done on your end?
Michael (5/21/2022, 1:56:36 AM): can you confirm there is some sort of server or corrupted updated file on your end
Michael (5/21/2022, 1:56:45 AM): because I've been to the forum
Michael (5/21/2022, 1:57:09 AM): and there has been countless reports of similar issues with no resolve
Michael (5/21/2022, 1:57:24 AM): within the week
Michael (5/21/2022, 1:57:38 AM): I don't think that's a coincidence
himanshi (5/21/2022, 1:57:39 AM): Ah, these are some technical issues that can not be handled directly from our end. These are some recommended steps shared by our team that has worked for some players.
Here is another link that may help :
https://support.xbox.com/help/hardware-network/connect-network/xbox-one-network-connection
Michael (5/21/2022, 1:59:09 AM): I can attach or send a photo of my network diagnostics and everything seems to be working effeciently
Michael (5/21/2022, 1:59:46 AM): download speed is between 500mbps and 600mbps
Michael (5/21/2022, 2:00:08 AM): upload speed is constantly at 100mbps
Michael (5/21/2022, 2:01:15 AM): would port forwarding solve the issue or DNS settings I noticed on the EA server page that there are highly extreme pings in multiple regions
Michael (5/21/2022, 2:01:30 AM): for this specific game title
Michael (5/21/2022, 2:01:50 AM): listen I just want to know if its an issue on my end or urs end
Michael (5/21/2022, 2:02:01 AM): because I've wasted a lot of time trying to fix this
himanshi (5/21/2022, 2:02:09 AM): Yes, that may work. Port forwarding and DNS settings may work.
Michael (5/21/2022, 2:02:37 AM): can u provide the correct port settings and dns settings
Michael (5/21/2022, 2:03:03 AM): I understand there is anew feature on the xbox as well from a new update
himanshi (5/21/2022, 2:03:17 AM): I need to check.
himanshi (5/21/2022, 2:03:22 AM): Just a moment.
Michael (5/21/2022, 2:03:29 AM): Qos settings I belive
Michael (5/21/2022, 2:03:35 AM): or something
Michael (5/21/2022, 2:03:40 AM): let me double check
Michael (5/21/2022, 2:03:50 AM): I know it relates to high ping issue
Michael (5/21/2022, 2:04:23 AM): QoS Tagging
Michael (5/21/2022, 2:04:37 AM): and WMM Tagging
Michael (5/21/2022, 2:05:12 AM): im currently hard wired to my router from console so WMM Tagging is irrelevant
himanshi (5/21/2022, 2:05:21 AM): Ah, I am unable to provide exact information since it is no longer available with us. You may have to check with your respective ISP for more help.
Michael (5/21/2022, 2:05:42 AM): information regarding to which
himanshi (5/21/2022, 2:06:07 AM): You may ask them to open ports.
Michael (5/21/2022, 2:06:21 AM): port forwarding, DSCP Tagging, DNS settings
Michael (5/21/2022, 2:06:52 AM): im currently log onto to my router settings
himanshi (5/21/2022, 2:06:56 AM): Yes, you will have to get in touch with the ISP for more help. We can not really provide the exact information.
Michael (5/21/2022, 2:07:04 AM): logged*
himanshi (5/21/2022, 2:07:09 AM): We no longer have exact details to share.
Michael (5/21/2022, 2:08:19 AM): U don't have the open port information that provides better connectivity for your own gaming application
Michael (5/21/2022, 2:08:28 AM): that is what your informing me?
Michael (5/21/2022, 2:08:43 AM): the ports that you created
himanshi (5/21/2022, 2:09:15 AM): We have stopped performing the port troubleshooting and hence we are no longer able to provide them to you. We have shared the link with the troubleshooting steps that we have now and we recommend only doing that.
Michael (5/21/2022, 2:09:16 AM): and exact details as u describe is very vague
Michael (5/21/2022, 2:10:08 AM): ok well as we've been discussing the issue at hand I have performed both trouble shooting methods
Michael (5/21/2022, 2:10:15 AM): from the links that u have sent me
himanshi (5/21/2022, 2:10:20 AM): Also, if you need the port information you can check a previous post from our community manager using the link below:-
https://answers.ea.com/t5/Technical-Issues/What-ports-to-trigger-for-Apex-Legends/td-p/7523055
himanshi (5/21/2022, 2:10:38 AM): TCP: 1024-1124,3074,3216,9960-9969,18000,18060,18120,27900,28910,29900
UDP: 88,500,1024-1124,3074,3544,4500,18000,29900,37000-40000
Michael (5/21/2022, 2:11:05 AM): okay that describes xbox one
himanshi (5/21/2022, 2:11:14 AM): It's the same for Xbox X/S.
Michael (5/21/2022, 2:11:23 AM): okay very good
Michael (5/21/2022, 2:11:43 AM): would u mind waiting until I enter the correct port information
Michael (5/21/2022, 2:11:50 AM): should be a few moments
himanshi (5/21/2022, 2:12:49 AM): I would recommend you to get in touch with the ISP to get that opened as they would be able to do that for you as if you interfere with the ports and anything goes wrong then certain other issues can occur.
Michael (5/21/2022, 2:14:01 AM): ur assuming I would perform the incorrect port information
Michael (5/21/2022, 2:14:14 AM): that's quite the assumption
Michael (5/21/2022, 2:14:26 AM): I wasn't aware you knew me so well
himanshi (5/21/2022, 2:14:58 AM): We are not assuming it, we are asking you to contact the ISP so that they can help you with this in a better way.
himanshi (5/21/2022, 2:16:09 AM): We can only help you with the steps that are available to us but for more advanced steps that are managed by the ISP, it is better you get in touch with them. If the issue was from our end, I would have help you out further on this.
Michael (5/21/2022, 2:16:47 AM): so what ur telling me based on all the information I provided the issue is not on your end
himanshi (5/21/2022, 2:17:52 AM): Yes. the issue is not on our end, we have not received any reports of the same issue from any other players playing on the same platform.
If you want I can raise this to our game team as a feedback so that they can look into it once.
Michael (5/21/2022, 2:18:13 AM): ever since the update of the game application there is absolutely no correlation between the significance increase of posts on the form that are directly related to my situation as well as the website that your company endorses which shows multiple issues with the servers?
himanshi (5/21/2022, 2:19:37 AM): As, I have mentioned, there are no issues with the servers at the moment, they are working as intended. You can also check the server status on the link below:
https://help.ea.com/en/apex-legends/apex-legends/
himanshi (5/21/2022, 2:20:21 AM): That is all the info we have on this at our end and all the possible resolutions I can provide at this time.
Is there anything else I can check for you?
Michael (5/21/2022, 2:21:36 AM): yes actually just hold on one moment if u don't mind
himanshi (5/21/2022, 2:23:44 AM): Sure, I am waiting, let me if there are any updates.
Michael (5/21/2022, 2:23:58 AM): ok thank u just one moment please
Michael (5/21/2022, 2:24:25 AM): I appreciate it
Michael (5/21/2022, 2:25:21 AM): https://apexlegendsstatus.com
Michael (5/21/2022, 2:25:32 AM): this website says otherwise
Michael (5/21/2022, 2:25:42 AM): is this not correct what your informing me
himanshi (5/21/2022, 2:27:21 AM): I am afraid it is not an official EA website. Our website shows that the servers are working as intended:
https://help.ea.com/en/apex-legends/apex-legends/
The best I can do here is raise to our game team so that they can look into it once. Any updates will be shared by our social platforms like Twitter. And you can also keep an eye on our forums channel where our community managers are always posting new updates.
Michael (5/21/2022, 2:28:51 AM): ok if that's all u can provide than I guess there's nothing that can be done at the moment
himanshi (5/21/2022, 2:29:08 AM): Yeah, I am afraid that is all I can offer at the moment.
Michael (5/21/2022, 2:29:16 AM): I would appreciate that if you could raise the concern to the game team
himanshi (5/21/2022, 2:29:47 AM): I will surely do that.
Please keep an eye on our official twitter channel for more updates on it.
himanshi (5/21/2022, 2:29:55 AM): Appreciate the understanding~!
Michael (5/21/2022, 2:30:04 AM): https://answers.ea.com/t5/Technical-Issues/Season-13-patching-issues-info-gathering-thread/td-p/11478190
Michael (5/21/2022, 2:30:34 AM): this forum just seems very bizarre that these issues arrived after the season updtae
Michael (5/21/2022, 2:31:04 AM): ur honest opinion you don't think there's an issue on your side
Michael (5/21/2022, 2:31:14 AM): if you would guess
Michael (5/21/2022, 2:31:30 AM): I understand u don't have any information pertaining to the issue
himanshi (5/21/2022, 2:31:35 AM): This thread shows issues with the patch download. This is a known issue which is already under investigation. But it is not related to any crashing issues.
Michael (5/21/2022, 2:32:55 AM): No this shows issues with the game not working correctly
himanshi (5/21/2022, 2:33:12 AM): The issue is just with the download of the new patch but not with any crashing or freezing or any performance issues. Yet I have raised this to our team and they will look further into it and share any info once they have more updates.
himanshi (5/21/2022, 2:33:42 AM): Thanks for your time, please get back to us if you still have issues. We will continue.
Thank you for contacting EA Help. For future reference, you may contact us by visiting at help.ea.com. Have a nice day ahead and stay safe!
