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witchclass's avatar
witchclass
6 years ago
Solved

Strange Crashing Issue on Apex PS4

 Since November (either the first or second update of that month) I have been experiencing horrible lag while playing apex. It was even to the point that the game became unplayable. I made sure to go through all the steps like checking my ISP, my modem, and switching servers but nothing worked. Thinking that the problem was that there were too many people were using the internet I bought a router for my PS4 to use. At first it seemed to work. But here's the problem, there will be time those red symbols will appear on the top right corner of the screen and not only will  game will just crash, but my ps4 would crash as well. The game will freeze and my console will not respond to my controller as it is blinking non-stop. The only way the stop this is to completely turn on my system.  This is not the only multiplayer game I have, as I play Overwatch and Rainbow six, which I play at long lengths of time, I have never had this problem with these games. It's as if the Apex servers completely reject either my ISP or system and kick me out. One minute I am playing a normal game, then all of a sudden everything is frozen and my system goes crazy. Even as I type this just by having the game open on the character screen the game crashed...I honestly don't know how else to describe this issue... I don't even get a error screen message

9 Replies

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hey @witchclass. 

    Do you have access to a PC on the same connection that your PS4 is using? If so, could you run a UO Trace for me? That will give us a look at the connection between your home network and the servers, so if something is happening along the way we should be able to spot it. Just a heads-up, your IP address will show in the UO Trace results so if you'd like to send them to me in a direct message that would be fine. 

    For more info on how to run the test check out the How to Run UO Trace section on this article: https://help.ea.com/en-sg/help/faq/connection-troubleshooting-basic/#options

    /Kent

  • witchclass's avatar
    witchclass
    6 years ago
    @EA_Kent I am fine with doing that, but this problem happens randomly so I'll have to keep testing it to get the results that show whatever problem I am having.
  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Much appreciated. Feel free to give me a shout when you've had a chance to run the test. 

    /Kent

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hey @witchclass. 

    Thanks for sending me the UO Trace results. Looking at the test it doesn't look like there's any measurable packet loss happening. The ping stays pretty low throughout the test as well. 

    When you mentioned that you bought a new router to use for your PS4, does that mean you're using multiple routers on the same network? Is it connected to the same modem as another wireless router? 

    /Kent

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    6 years ago

    If possible is there any way you could try removing that other router from the network to test and see if that has any effect at all? It is strange that it's only happening with Apex Legends, but I'm wondering if there might be an issue with the device IP being duplicated on your network. That can sometimes cause some weird issues. 

    /Kent

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Much appreciated. It doesn't look like there's any packet loss on the new trace, but there is a bit of a gap between the highest and lowest ping that it's capturing. That usually indicates instability in the connection, which may point to an issue at one of the datacenters between your home connection and the servers. From the UO Trace you sent me it looks like the instability might be starting at the second hop, right when the connection leaves your home network. 

    I think it would be best to reach out to your ISP and show them the results of the UO Trace so they can take a look. They may be able to identify where that instability is coming from and help get it sorted out.

    /Kent