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Anonymous's avatar
Anonymous
7 years ago
Solved

Madden 19 freezing on Xbox one

Madden 19 freezing during any franchise game. Usually during a replay, I hear a loud noise and everything freezes. I have an Xbox one.
  • EA_Blueberry's avatar
    EA_Blueberry
    7 years ago

    @allen592 

    That's definitely not an experience we want you to go through in order to play our games. These steps below usually help the Xbox dashboarding to the home menu. If you have the game installed on an external hard drive I'd try deleting the game and reinstall on the internal drive. If you still need help in getting our game to function on your Xbox please don't hesitate to contact our Live-Support team as soon as possible. Click here to speak with an EA Advisor.

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

@dustydog333 

Do you have your Xbox enabled as the home console under your Xbox settings? Try toggling that off or off and back on.

dustydog333's avatar
dustydog333
6 years ago

I tried this and it didn't work.

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

    @dustydog333 

    Sorry you're still having trouble. I'm confident it's starting to look more network related. We have specific ports for Madden 20. Are you familiar with opening/forwarding ports? If you log into your router's admin panel (Instructions are generally on the router itself) there is a section to enable ports. We have certain port numbers/ranges listed for Madden here: https://help.ea.com/en-us/help/faq/opening-tcp-or-udp-ports-for-connection-issues/

    I've also seen players get stuck at the menu for Madden in the past and after changing up the DNS that enabled them to get passed it.

    Google DNS is: 8.8.8.8 (primary) and 8.8.4.4. 8.8.8.8  (secondary). To change your DNS manually on your Xbox One it's under Xbox Settings>Network Settings. Those are the numbers you want to enter in the primary and secondary section.

  • dustydog333's avatar
    dustydog333
    6 years ago

    I've tried changing the dns server and it still doesn't work.  A quick search reveals dozens of posts about the game freezing and crashing.  What else can you suggest?  Thanks.

  • dustydog333's avatar
    dustydog333
    6 years ago

    I re-read your post and noticed that I did not have all of the ports open on my router.  So, I enabled port forwarding for all xbox one and madden udp/tcp ports, updated my dns server with the google ip's you provided, and launched the game.  This time, I was able to get past the initial loading screen with patrick mahones, but unfortunately, the game crashed/froze at the next loading screen (superstar x factor page.)

    I unplugged the system, plugged it back in, deleted the save game/other 4gb of data, and tried again.  And again, the game crashed.  This time I unplugged the system, plugged it back in, and again the game crashed.

    So, not sure what else to do.  Is it possible the version of Madden 20 that I'm downloading through EA Access / Windows Store is corrupted?  Fifa 19 works, UFC 3 Works, Fight Night Champions works, Unraveled 2 works, Battlefield 1 works....  and these are all EA games that were downloaded.

    I appreciate your help as well as the help from the other community managers.  My attempts to setup a live chat on Friday with EA Support were unsuccessful as I was told "the channel is not available" - Any other suggestions?

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

    @dustydog333 

    Do you have a lot of Xbox One recordings? If you press the home button on your controller and navigate over to captures>recent captures>View all you can see all your recordings. I cleared out nearly all of mine and the system started running a lot faster. If it's potentially performance related this could help alleviate some of those crashes/freezes.

  • dustydog333's avatar
    dustydog333
    6 years ago

    I just checked, I do not have any recordings.

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

    @dustydog333 

    My apologies for the delayed response, I got hung up on some other tasks this week and trying to get to as many replies as I can. 

    I really want to get this fixed for you and it's very odd you're still freezing after all of the steps we've tried. I recommend contacting our Support team so we can get this tracked for your account and/or verify if it's account related. Please reference this thread so they know what steps you've already tried.

    Madden 20 is having a free trial this weekend. If you visit the game in the Xbox store and select to buy it, the price should change to zero before you confirm the purchase. If you're looking to get a football fix this weekend I thought I'd throw that out there for you. 

    Free Weekend Trial of Madden 20

    https://twitter.com/EAMaddenNFL/status/1253715934373691393

    EA Help on Twitter

    https://twitter.com/EAHelp

    Live-Support

    https://help.ea.com/en/contact-us/

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