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Txabr99's avatar
Txabr99
5 years ago

Verification Pop-up Madden 21 on Xbox X - Can't be solved so won't go away

Product: Madden NFL 21
Platform:Xbox Series X
Which console generation do you have? Microsoft Xbox Series X
What is your gamertag/PSN ID? Txabr
Date/time issue occurred 3/29/21
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 loading Ultimate team i get a pop-up asking to solve a puzzle for verification. (Same as the companion app). But on the console the puzzle is either freezing or won't allow the controller to move the image (not sure which is the issue) and that makes it so you can't solve it or move on. Tried restarting, Tried clearing cache by turning off the console, pushing the power button a few times, then turning it back on. Pop up still shows up everytime I log on to MUT.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Not sure.. It didn't happen until today and now it won't go away. I just turn on the game, log on to MUT and it pops up and doesn't go away
What happens when the bug occurs? When loading Ultimate team i get a pop-up asking to solve a puzzle for verification. (Same as the companion app). But on the console the puzzle is either freezing or won't allow the controller to move the image (not sure which is the issue) and that makes it so you can't solve it or move on.
What do you expect to see? I expect to be able to play MUT. So either the pop-up doesn't show up and I go to the MUT games or it shows up and I am actually able to move the image so I can complete the puzzle and move on. Neither is happening right now.
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When loading Ultimate team i get a pop-up asking to solve a puzzle for verification. (Same as the companion app). But on the console the puzzle is either freezing or won't allow the controller to move the image (not sure which is the issue) and that makes it so you can't solve it or move on. Tried restarting, Tried clearing cache by turning off the console, pushing the power button a few times, then turning it back on. Pop up still shows up every time I log on to MUT.

24 Replies

  • Txabr99's avatar
    Txabr99
    5 years ago

    Having the same issue on Madden 21 on Xbox X. Tried the above steps and it's still happening. Pop-up shows up when Ultimate Team screen loads and the puzzle is either freezing or can't be controlled by the controller so it can't be solved and the game can't be played. 

  • chinsrus101's avatar
    chinsrus101
    Hero+
    5 years ago

    Hey @Txabr99 

    You posted on the FIFA 21 board. I've gone ahead and moved it over to the Madden board. 

  • Txabr99's avatar
    Txabr99
    5 years ago

    @EA_Darko @EA_Zoe @EA_Guy @EA_Dave @EA_Deum @EA_HLT @EA_Mai @EA_Alex @EA_Andy @EA_Andrea @EA_Blueberry @EA_Chad @EA_Eve @EA_Evan @EA_Eric @EA_Erika @EA_Mat ... anyone??? please help me with this issue.

    Tried Chat support and they were not able to help. They sent me here saying someone would reply soon. I've tried the following and nothing has made the pop-up go away or start working with the Xbox controller so I can solve it. 

    1) Turn off the console by holding the power button, unplugging it, pushing the power button to clear cache, waiting 2 min and plugging it back in

    2) Log into companion app and complete the verification there

    3) uninstall and reinstall the game using the version from EA Game Pass (I was running the disk version)

    4) "give it time"... been well over 24 hours and still not gone

    5) clear MAC address settings

    I can't be the only person this has ever happened to. there has to be a solution to make MUT playable on the console. 

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

    Please do not mass tag CMs @Txabr99 as doing so is considered a breach of the AHQ User Rules and Guidelines.

    Darko 

  • Txabr99's avatar
    Txabr99
    5 years ago

    Sorry @EA_Darko . I wasn't aware of that rule. I'm just trying to get someone to respond to my issue. It's been 2 days now that I've been locked out of MUT. Your chat agent said someone would respond quickly so I guess my expectations weren't set properly. I just want to be able to play MUT since everyday I miss out on the daily objectives and its costing me Easter rewards as well. 

  • Txabr99's avatar
    Txabr99
    5 years ago

    Not to mention I paid $70 for a game that your software is preventing me from playing. 

  • Txabr99's avatar
    Txabr99
    5 years ago

    @EA_Darko I saw that you posted on a similar issue with FIFA. How did this get resolved on that game? There has to be a way to clear this or fix this. 

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

    Hey @Txabr99 can you try changing your language to French and then launch the game again, I know that when some users had  issues with it awhile back changing the language allowed them to load up the Captcha. 

    Darko

  • mattcheek17's avatar
    mattcheek17
    5 years ago

    Did you ever figure out the captcha problem? I’m currently having it and can’t play at all

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