Can't get past tutorial - freezing on Xbox One

Question

Downloaded Rivals tonight on Xbox One. The game has frozen, in various places within the tutorial approximately 15 separate times. The game was still downloading, so I figured it must have been related to that (despite the console telling me it was ready).

After the game 100% downloaded, the random freezing problems persist. Sometimes the audio will also freeze. Sometimes the game crashes back to the home screen. Other times, I need to manually quit the game.

I tried doing a hard reset of my console. The game is still freezing. I've been able to complete the cops part of the tutorial, but now it seems to freeze after I complete the rival race tutorial.

This game is absolutely unplayable on a completely normal, up-to-date Xbox One. All other games work flawlessly on this console (except Battlefield 4, for obvious reasons).

Any ideas for a fix? If not, I'll try to get a refund. I will not purchase any more EA games on Xbox One until they can consistently release working games. This is ridiculous.

Answer

It has now crashed 5x and counting at the video after I complete the first 'racer' tutorial race (i.e. before the cop pursuit). The game is literally unplayable.

If EA can't provide a fix and if Xbox won't refund this digital transaction, I will charge back with VISA.

Answer

Chat support didn't help and then 100% ended my chat session (despite saying they were just putting it on hold). Here's the transcript.

You are now ready to chat with Neharika.

NeharikaThanks for contacting EA Customer Experience, my name is Neharika. How may I assist you today?

youHi. Here's my thread, which describes my issue in detail: http://answers.ea.com/t5/Need-for-Speed-Rivals/Can-t-get-past-tutorial-freezing-on-Xbox-One/m-p/2118143#U2118143

NeharikaHello.

NeharikaYou are facing freezing problem in your game,right?

youYes - it's all in the thread 🙂

youI can't get past the tutorial. It's incredibly buggy. I have not had any problems with any non-EA games on my Xbox One. Only Need for Speed Rivals and Battlefield 4 don't work.

youAre you there?

NeharikaI would suggest you to perform some steps with me.

youI'm ready.

NeharikaTry this: While the console is on, press and hold the console’s Xbox button for 5 seconds.
The console will power down.
Wait 30 seconds, and then turn your console back on by again pressing the Xbox button.

youI'm sorry, but I already did that. Did you read my thread?

NeharikaPress the Xbox button to go to Home and from there select Settings -> Network
Select the network option you want to use:
Test Network Settings
Test Multi-player Connection
View Details Network Status

youMy network settings are normal. I am wired in via ethernet and it worked 100% perfectly with all non-EA games (Call of Duty, Forza, etc.) And my problem is with single player, not multiplayer.

NeharikaI would suggest you to delete and redownload the gamertag.

youThat doesn't make sense - you don't delete or download Xbox Live Gamertags. Do you mean the game..?

youAre you still there?

NeharikaWould you mind if I place your chat on hold for couple of minutes to look into the issue?

youOK.

The chat session has ended. Please contact us again if you need further help.

You are not currently in a chat session.

Answer

Now the game won't load. Upon trying to launch the game, it crashed back to the Xbox One home screen every time.

Did a hard reset of my One and will quit and re-install the game for a third time.

Does EA support not monitor/respond in these forums?

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Can't get past tutorial - freezing on Xbox One

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