Forum Discussion

KundaScialo's avatar
6 years ago
Solved

Unplayable, Always Crash with No Error

Product: Apex Legends
Platform:PC
Please specify your platform model. Windows 10 64bit
AMD or Nvidia Model Number Radeon RX 580 ARMOR 8G OC
Enter RAM memory size in GB 16 GB
Are you using any software with an overlay? -No
Which Legend were you playing (if applicable)? -N/A automatically chooses my default (Lifeline)
Which Legends were your squad mates using (if applicable)? -Bangalore
Where did the issue occur? -Loading into the match from the lobby
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. -It crashes before i can select character.
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. -About to select character
Did your squad mates also experience the issue? -No
How many matches had you played in a row before the issue occurred? -Havent played for a couple of days but managed to play at least a couple of hours the last ime i did play (sometime last week 15or16/05/2020)
When did this happen? (dd.mm.yy hh:mm) -19/05/2020
How often does the bug occur? -Every time (100%)
How severe is your issue? -Major impacts to gameplay
What happens when the bug occurs? -When I load into the menu there's obvious graphical issues, it looks slow and sluggish, when i move the mouse some parts of the background turn blurry and fuzzy, as if my graphics are very low. When I load into a game when i reach character selection it closes back to my desktop without any warning. If i try select Training instead it immediately closes as soon I spawn.
What should be happening instead? -The game should load for me to select character and load into the match.

Apex_crash.txt


crash:
{
atidxx64: 0000000000071E0C
EXCEPTION_ACCESS_VIOLATION(read): 0000002939D01400
}
cpu: "AMD Ryzen 7 2700X Eight-Core Processor "
callstack:
{
KERNELBASE: 00000000000FF67A
ntdll: 00000000000A4AF2
ntdll: 000000000008C6D6
ntdll: 00000000000A11FF
ntdll: 000000000006A289
ntdll: 000000000009FE6E
atidxx64: 0000000000071E0C
atidxx64: 00000000007F9663
atidxx64: 00000000007F9332
atidxx64: 0000000000820417
atidxx64: 0000000000032DEB
atidxx64: 00000000007D8E4F
atidxx64: 00000000007CD5D9
atidxx64: 00000000009701A4
KERNEL32: 0000000000017BD4
ntdll: 000000000006CED1
}
registers:
{
rax = 0x0000022923C7A200
rbx = 0x0000022833E757C0
rcx = 0x0000022833E6D4E0
rdx = 0x0000002939D01400
rsp = 0x0000005F7E9FFB20
rbp = 0
rsi = 0x0000022833E6D4E0
rdi = 0x0000002939D01400
r8 = 0
r9 = 1
r10 = 0x0000022828B209F0
r11 = 4
r12 = 0x0000022923C7A200
r13 = 0x0000022833E68A00
r14 = 3
r15 = 0
rip = 0x00007FFE58ED1E0C
xmm0 = [ [-9.3556591e-06, 2.9387359e-39, 3.0221627e-37, 5.1539758e-41], [0xB71CF640, 0x00200000, 0x02CDAD80, 0x00008FAC] ]
xmm1 = [ [1.1743464e-38, 0, 0, 0], [0x007FE000, 0x00000000, 0x00000000, 0x00000000] ]
xmm2 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm3 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm4 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm5 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm6 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm7 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm8 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm9 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm10 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm11 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm12 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm13 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm14 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
xmm15 = [ [0, 0, 0, 0], [0, 0, 0, 0] ]
}
build_id: 1575435971

I'd also like to add I've tried most possible fixes in the troubleshooting steps, im sorry if i've requested my issue in the wrong place.i didnt understand if this is a tech issue, but it seems it may be a bug.

I tried attaching a video but it will not submit with it.

  • EA_Kent's avatar
    EA_Kent
    6 years ago

    @KundaScialo 

    Much appreciated!

    Looking through the diagnostics section in the DxDiag you attached I noticed a few programs have been crashing, but one that stands out is AUEPMaster.exe. I'm wondering if the AMD User Experience Program crashes are related to the issues you've been seeing while you're trying to play Apex Legends. 

    If you don't mind reinstalling Origin and Apex Legends, can you try something for me? I'm curious to see what happens if you start up your PC in a Clean Boot before you launch the game. If the crashes are related to something else running on the PC that might help get around it. For more details on how to set one up check out the EA Help website

    Let me know if you're still running into the same crashes afterward. Thanks!

    /Kent

7 Replies

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

    Hi @KundaScialo

    Would you mind sharing a DxDiag with us when you have a chance? For more info on how to pull one up check out the EA Help website

    Once you have the text file please attach it to this thread. Thank you!

    /Kent

  • Hello! Thank you very much for replying! I'm sorry for replying so late, the email appeared in my email spam box and I only just realized that someone had replied.

    I should mention though that a few days ago, after repairing and updating Apex Legends again and then booting it up, after showing the initial logos the screen would turn black and nothing else would happen. This time i was not even able to reach the menu. I was then forced to quit the game through task manager. So Since I had lost hope in ever playing Apex Legends again I proceeded to uninstall Origin and Apex Legends and played other games since.

    If you need me to re-download Origin and Apex Legends and then open DxDiag again please let me know. I would be happy to do so, I love this game.

    Thanks again for replying!

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

    @KundaScialo 

    Much appreciated!

    Looking through the diagnostics section in the DxDiag you attached I noticed a few programs have been crashing, but one that stands out is AUEPMaster.exe. I'm wondering if the AMD User Experience Program crashes are related to the issues you've been seeing while you're trying to play Apex Legends. 

    If you don't mind reinstalling Origin and Apex Legends, can you try something for me? I'm curious to see what happens if you start up your PC in a Clean Boot before you launch the game. If the crashes are related to something else running on the PC that might help get around it. For more details on how to set one up check out the EA Help website

    Let me know if you're still running into the same crashes afterward. Thanks!

    /Kent

  • Seriously thanks a bunch you genius! Worked like a charm.

    After reinstalling Apex Legends and origin before figuring out the problem today, I opened the game just to see if it would work. I'd like to mention that there was no black screen this time although my previous main issue persisted.
    So I then did the clean boot following the instructions in the link you gave me. I disabled anything AMD related that was there, like you suggested, and then narrowed the problem down to  " AMD External Events Utility " .
    Keeping that disabled, Apex Legends is now working once again without any crashes, and I was able to complete the training mode without any further issues.
    Will this problem eventually get fixed, so I can keep everything enabled on boot as normal while playing Apex in the future? Should i send a bug report?

    BTW I'd also like to apologize if I gave you any confusion with the crashlog.txt which was completely unrelated in the end. I just noticed now that it was a crash log from 2019 lol

    Thanks again for helping me solve the issue! Now I can finally enjoy season 5 in quarantine with my friend!
    Stay safe, wish you the best!

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

    @KundaScialo 

    You're welcome! 🙌

    I'm glad to hear you were able to play without any crashes. It sounds like there might be an issue with that particular AMD software, but I'm afraid that's a bit outside of my realm for troubleshooting. It might be best to reach out to AMD support to see if they have any suggestions on steps you can take to help out with that. 

    /Kent

  • Hi @EA_Kent,

    I see that you replied to a lot of people in the community I hope I can get some help from you as well...

    I got my new pc last month and started playing Apex Legends but started from day 2 the game keep crashing without any error codes. 

    I tried a lot of methods from the troubleshoot guide but still not working for me. I even reinstalled windows again but it crashed again...

    Things I\ve tried

    -clean boot

    -updated bios and gpu drivers 

    -repair the game in steam

    -verify windows system files

    -and a lot that I can\t even remember all

    I don\t know how to start a new post so I am trying to reach you in someone else's post. Please HELP.

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

    Hi @TIC_ANS0N1228

    Have you been keeping an eye on your temperatures and power usage leading up to when the game is crashing? Are you seeing anything out of the ordinary there? 

    /Kent