can't connect to server

Hello, I'm playing with my partner and, in a part of the game, it doesn't let us advance because a problem comes up and takes us out of the game. We have been trying to play for two days and it is impossible. This situation is frustrating and we have tried everything that appears in your help guides (uninstall and reinstall, turn off and on, connect to cable connection, mobile data, ...).

IT IS NOT A PROBLEM OF OUR CONEXION. This message appears all the time at the same point in the game.
We get the code: 102-800e0000
PLEASE HELP!!

Estoy jugando con mi pareja y en una parte del juego ya no nos deja avanzar porque sale un problema y nos saca del juego. Llevamos dos días intentando jugar y es imposible. Esta situación es algo frustante y lo hemos intentado todo lo que aparece en vuestras guias de ayuda (desinstalar y volver a instalar, apagar y encender, conectar a conexión por cable, a datos móviles, ...)
NO ES UN PROBLEMA DE NUESTRA CONEXIÓN. Este mensaje sale todo el rato en el mismo punto del juego

Nos aparece el código: 102-800e0000

AYUDA POR FAVOR!!

I'm playing with my partner and, in a part of the game, it doesn't let us advance because a problem comes up and takes us out of the game. We have been trying to play for 4 days and it is impossible. This situation is frustrating and we have tried everything that appears in your help guides (uninstall and reinstall, turn off and on, connect to cable connection, mobile data, ...).
We get the code: 102-800e0000

PLEASE HELP!!

Hi, it is at a certain point in the game, so we cannot advance from that point.