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pigs638's avatar
pigs638
6 years ago
Solved

I can’t play online

Product: Madden NFL 20
Platform:Microsoft XBOX One
Which console generation do you have? XBOX One
What is your gamertag/PSN ID? ExactableFour29
Date/time issue occurred 9/21/19
What type of issue do you have? Crash/Freeze
Which mode has this happened in? Ultimate Team
Which part of the mode? Solo Challenges
Summarize your bug When I load in, it says that I am denied access to my ea account, so I can play neither ultimate team or superstar KO
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? I don’t know. I just want to be able to play
What happens when the bug occurs? I get a notification on my screen, and I am unable to play online
What do you expect to see? I expect to load into the game properly instead of getting an error notification every time
PS4 Crash Reporting: Please copy the text you put in the crash report here.
What is the AMD or Nvidia Model Number of your graphics card?
Enter RAM memory size in GB

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Here’s a screenshot of the issue

  • EA_Blueberry's avatar
    EA_Blueberry
    6 years ago

    @austinsportsbal  @pigs638 

    Are you both able to reconnect after a power cycle with the console and network? Be sure to double-check your Xbox Live Gold membership is still active for that account and if you share it with another Gamertag on the console, check to see if the console has it set to be shared.

    Reboot the Network

    1. Unplug the modem/router power for about 5 minutes to refresh the network. A fresh connection can help clear up most basic connectivity issues.

    Xbox One:

    Power Cycle the Console

    1. Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.
    2. Unplug the console's power cable. Wait 10 seconds.

    Important Be sure to wait 10 seconds. This step resets the power supply.

    1. Plug the console power cable back in.
    2. Press the Xbox button on your console to turn on the Xbox One.

    Clear Mac Address

    1. Clear the MAC Address: From the Xbox dashboard select Settings>All Settings>Network>Network Settings>Advanced Settings>Alternate MAC address>Clear, then restart your Xbox.

14 Replies

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  • dave2118's avatar
    dave2118
    6 years ago

    I’ve called and they said my account was not suspended, same with opening a case.

    Never got an email.

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

    @dave2118 

    We'll need to have our Terms of Service team take a look into this as they are the staff that handles account actions. They will correspond with you via email and I urge you to get in touch with them right away. They will have more visibility around this. 

    Please keep us updated. 👍

  • dave2118's avatar
    dave2118
    6 years ago

    Yes, I have reached out to them, this was their response:

    Upon reviewing the account "NastyDogBreath" associated to your email address “***@gmail.com”, we could find no sanction applied against it.

  • MapBrp88's avatar
    MapBrp88
    6 years ago

    @EA_Blueberry 


    All of this is exactly what happened to me. I never received an email that stated I was banned or that any sanctions were on my account. I opened a case and after 3 MONTHS I got this “First, I want to apologize for the time taken to get back to you. It seems your reply was stuck and reached us after this long delay because of some technical issues, thereby delaying the response time.

    I see your account is banned. I know how disappointing it could be when you're unable to enjoy your game. I will do my best to fix this for you.”

    what a bunch of BS... and then I got a second response 

    “First of all, I apologize for the inconvenience caused to you as you have to wait for so long to have your case acknowledged.

    I have checked your account and there is not any ban on the account.”

    Then my case was closed and I still have an unresolved issue... 

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