Zeels in-depth Troubleshooting Guide
Hey everyone.
I see a lot of technical issues popping and want to centralize them in one post for easy troubleshooting. I'll be updating this post frequently so most information you'll find here will not be out-dated. If an issue has been patched, the issue will be moved to the archived issues.
Feedback is appreciated, if you see typo's or have other troubleshooting tips please contact me in Direct messages.
If your issue isn't fixed after these troubleshooting tips, feel free to create a new post here on technical issues and attach a Dxdiag File to your post. I will rarely reply in this thread or in private message, if you need troubleshooting help please create a post with the information requested above.
Current known issues:
- Invalid Account ✓
- DXGI Engine Error ✓
- Cannot install/update Apex Legends ✓
- Reduced performance / Lag spikes (PC) ✓
- Easy Anti Cheat untrusted file .DLL ✓
Connection issues:
Archived Issues:
- Razer Synapse crashing Apex Legends ✓
- Apex Freezing and showing 100% CPU usage in Task Manager ✓
- Mouse stuttering ✓
- Random freezes ✓
- Engine Error - Profile.cfg ✓
- Random Freezing ✓
Click here to visit Archived posts.
Some users are getting prompted on login with the message "This account is Invalid" and cannot log in to there account.
This can be fixed really fast by resetting your EA accounts password.
Reset Password.
Most people have confirmed resetting their password has fixed the issue for them and are able to log-in again on their favorite game.
EA-Help - How to update your EA Account information
Reaching out to the Support Team
If this didn't do the trick, you might want to reach out to the support team, the English chat option has been reduced to 8:00 a.m. to 11:00 p.m but you can also reach out to them via Facebook and Twitter.
Some players are crashing with a DXGI engine error.
This issue should be fixed by downloading the latest 442.50 drivers.
These can be installed using Geforce Experience or downloading the drivers manually using this link.
1) Clean install of GPU driver
Try a clean driver install using Display Driver Uninstaller.
If you are not familiar with DDU, I recommend checking out this guide.
2) Make sure everything is up-to-date
If you still having these crashes, something else might be interfering with your system.
First, make sure your Windows / BIOS are up-to-date as an outdated OS/BIOS could not play nice with the latest drivers.
3) Clean booting
the second thing you can do is doing a clean boot, this will only start windows with fewer services and programs running in the background.
Make sure you don't start any GPU tweaking software while clean booting
4) Microsoft Safety Scanner
It might sound simple but scanning for viruses and malware. If you don't have an antivirus installed, you can download the free Microsoft Security Essentials from the location below
5) Verifying system files
Sometimes these crashes happen due to corrupt files. Here has Microsoft a handy tool to repair any corrupted files.
Press your Windows key, type CMD.
Then right-click the command prompt icon and run as administrator.
Now type here: DISM /Online /Cleanup-Image /CheckHealth
This can could take a couple of minutes to start and maybe around 30 minutes to complete.
When that is done, try to run the sfc /scannow.
When you see Verification 100% complete, type exit and reboot.
For a more detailed guide see: Use the System File Checker tool to repair missing or corrupted system files
Players are gettings prompted by Origin "Origin needs to download files and is waiting for permission. Please choose "Yes" when Windows prompts you for permission" but no windows prompt is popping up.
Recommended troubleshooting:
1) Deleting Data files
Press the Windows key and type CMD
Right-click Command Prompt, select Run as administrator.
Enter here the following commands:
- del c:\windows\syswow64\config\systemprofile\appdata\roaming\origin\telemetry\data
- del c:\users\username\appdata\roaming\origin\telemetry\data
For more information & how to submit a error report please see: Origin Client - Download Paused / Waiting for Permission
2) Turning off UAC
Press the Windows key and type UAC.
Change User Control Settings should pop up and click this.
Now move the slider al the way down and press OK.
Restart your computer and try installing/Updating Apex Legends.
Make sure to turn on UAC after this!
3) Disable OriginClientService
Exit Origin and make sure it is not running in the background.
Press the Windows key and type: Services
Search for OriginClientService, right-click and select properties.
Click the drop-down arrow next to startup type and change it to Disable.
Now restart Origin and try updating / downloading Apex Legends
Make sure after downloading/installing Apex to restore these settings.
Reduced performance could happen for numerous reasons.
I'll go in-depth on a couple of troubleshooting methods that solved the issue for most people.
Recommended troubleshooting:
1) Clean Booting
Clean boot your system, this will tell you if a program interferes with Apex Legends.
If you can run Apex Legends after this clean boot without FPS drops, try disabling some Overlay programs or other programs that get executed on startup.
Troubleshooting EasyAntiCheat.
Open your File explorer and locate to: C:\Program Files (x86)\Origin Games\Apex
And delete the following files:
- EasyAntiCheat
- EasyAntiCheat_launcher.exe
- EasyAntiCheat_x64.dll
Then locate to:
C:\Program Files (x86)\Origin Games\Apex\__Installer\customcomponent
And delete the following files:
- EasyAntiCheat
Then restart Origin, go to Game Library, click on Apex Legends.
Then go to settings -> Game Properties and repair the game.
Credits: Zeelmaekers & The_Tibber & EraVentura
2) Clean Driver install
Download DDU (Display driver uninstaller),
Run it and Have it remove all NVIDIA Software / Drivers.
If you previously Owned an AMD, have it remove those as well.
Download the Driver Package.
Install drivers using Custom.
Uncheck the services you do not use.
Check the Clean Install box.
3) Locking FPS in advanced Launch options
Open Origin, click on the top bar View.
Now open Game library and click on Apex Legends.
Here you will find settings when you press that click on Game Properties.
Go to Advanced Launch Options.
Now click on the text box below Command Line Arguments:
Type here: -refresh X and +fps_max X
Depending on the refresh rate of your monitor you have to change the X
Most monitors have a 60 - 120 or 144 Hz refresh rate.
Example for a 144Hz monitor:
4) Apex Legends Priority.
After some investigating I noticed people followed "Apex performance guides" that involves going into Regedit adding lines and changing variables to set Apex Legends to a High priority.
This causes Apex Legends to become unstable on lower-end systems and causing instability and in some cases crashes.
Never change anything in the Regedit if you don't have a restore point or if you don't know what you are doing.
If you have followed one of these guides and locked Apex on High priority, here you can find the needed steps to restore your Priority back to normal and for people with CPU issues: Below Normal.
Only do these steps if you are sure you changed the priority in the Regedit!
Press the start key (windows key) and type here Regedit or Registry Editor.
Open this program and follow the path:
Find the folder: Hkey_Local_Machine then Software
When you are in Software locate to: Microsoft.
Here you will find Windows NT open this and locate to CurrentVersion
Here should be a folder: ImageFileExecutionOptions open this and you should find a folder r5apex.exe.
Click this open and click on the file indicating CPU priority.
Here change to number to 2 for normal priority.
If you do not see an r5apex.exe folder, that's even better can you can use the troubleshooting steps below.
If you having 100% CPU usage and it throttles sometimes or a lower-end CPU.
Don't change to number to 2 but fill in 5.
This will make Apex Run in a lower priority and will make sure Apex is stable in most cases.
If you haven't changed the priority in Regedit.
Open task manager and have Origin Running in the background.
Find the Origin task, right-click and click Open details.
Find Origin.exe and right-click it, now select set priority.
Here, set Origin to Normal or Below normal.
(This could / Will affect other games, so normal is recommended!)
If you are using any advanced launch commands.
Make sure to check and remove the -High command out this textbox.
If your system is running fine then it's not really needed but if you are experiencing some lag.
It's worth to check if this is causing the issue.
This problem happens when the game loaded a system dynamic-link library file that failed an integrity check.
The error is most of the time solved with repairing those files using the command prompt.
Recommended troubleshooting:
Press your windows key, type CMD.
Then right click the command prompt icon and run as administrator.
Now type here: DISM /Online /Cleanup-Image /CheckHealth
This can could take a couple minutes to start and maybe around 30 minutes to complete.
When that is done, try to run the sfc /scannow.
When you see Verification 100% complete, type exit and reboot.
Now try to launch Apex Legends again.
If this did not solve this issue.
It could be that your computer is infected with a virus.
therefor scan with an antivirus tool recommended: Malwarebytes
If you finished this scan now launch Ccleaner and run a Registry Cleaner.
Make sure you do the recommended steps and save the Registry, just to be sure.
When this is done, reboot your system and Launch Apex Legends
Lot's of players are reporting Apex is crashing on startup after the easy anti cheat pop-up
I'm currently investigating this issue and troubleshooting this issue.
I'll update this post when I have more information.
Recommended troubleshooting:
Troubleshooting EasyAntiCheat.
Open your File explorer and locate to: C:\Program Files (x86)\Origin Games\Apex
And delete the following files:
- EasyAntiCheat
- EasyAntiCheat_launcher.exe
- EasyAntiCheat_x64.dll
Then locate to:
C:\Program Files (x86)\Origin Games\Apex\__Installer\customcomponent
And delete the following files:
- EasyAntiCheat
Then restart Origin, go to Game Library, click on Apex Legends.
Then go to settings -> Game Properties and repair the game.
Removing Easy Anti Cheat from Firewall / Anti Virus.
Open your anti-virus software and locate yourself to the exception folder.
If you have here added an exception for Easy Anti Cheat, try to delete this exception and see if this solved the issue.
Download latest Visual C++
Update to the latest version of Visual C++ by following the link below.
Click here to download the latest supported Visual C++
Thanks for reading and I hope this post solved the issue you had.
If you use this post as inspiration to help others, please link this as the source.
Have fun playing Apex Legends and thanks again for reading.
This is a community post, I do not work for EA.
Zeelmaekers
