Game Still Crashing (BROKEN)

The game freezes and then takes me to the dashboard. I tried the gamer pic thing but it didn’t work, I also tried the delete save data thing and it didn’t work, however I don’t know if I should delete my game data off of my Xbox or delete everywhere? Also, I tried using a hard copy for NHL 24 and it downloaded but then I don’t need the disc in my Xbox to play the game still, and the game still froze when the disc was in the Xbox, but it seems like it’s using the digital copy and not using the hard copy because I can still run the game without using the disc, even if I download the game using the disc and the disc is in the Xbox. Like I said none of my other games crash like this so it would be pretty random if my Xbox is the problem.

@MugshotMalone 

I'm seeing very few reports of this so that makes me think it's related to your console.

Did you completely delete the game from your console before installing it from the disc?

I uninstalled the digital version but I’m unsure of how to completely erase it if that’s possible so I can just play it off the disc to see if that works. Do you know how I can completely delete the digital version?

@MugshotMalone 

Since you own the digital version, you can most likely install off the disc and still play without it. Your account is flagged to use the digital version. Regardless though, both versions are the same so if one is causing this, the other should as well. Unfortunately, the only way to rule out console issues is to try another console. You could try factory resetting your console as well, but that still doesn't get around any possible hardware issues.

I just find it hard to believe my 1 year old Xbox Series X has some sort of hardware malfunction that won’t let me play Chel 24, when I’ve had no issues with any other game up until this point. If it’s just this one game that doesn’t work for my Xbox then in my opinion it’s the game that is broken. Nonetheless, the digital version was the pre order XFactor edition and my hard copy is just the standard game. It would be nice if my account wasn’t “flagged” to use the digital copy when I have a physical copy inside my Xbox. It’s pretty bizarre that precedence isn’t given to the hard copy. And there is no way to remove the digital version after purchase. I saw that someone was having the same issue has me for last years game on new gen and you were trying to help him as well, but it seemed unresolved. I need someone at EA to help me get my refund from Xbox because there’s no way you guys can just say “we didn’t sell you the game so we didn’t help you” and Microsoft can say “you already played the digital game so no return” That in itself is the biggest joke of all of this, so I’m just basically screwed after spending $120 on this digital game and another $80 on a hard copy? Come on man help me out here. 

@MugshotMalone 

You can remove the digital version, but the disc essentially installs the same version. If you never had access to the digital version, the disc would be required. You could try creating a different gamertag and see if the game is playable digitally. If it isn't, then you could try the disc and if it works, it's using the disc. Again though, being the same game, I don't see how one is going to work over the other, but it's worth trying.

Since the game randomly crashes, it seems like more of a hardware issue. Possibly overheating, but if the console is clear of debris and in a location that is well ventilated, that shouldn't be happening unless there's a problem with the hardware.

Well, I guess my Xbox Series X hardware just isn’t capable of playing NHL 24 then. I will just play other games I guess, there’s lots out there.  I’ll consider the $120 I spent lost and just take the L. Thanks for trying to help. 

@MugshotMalone 

That's obviously not the outcome we want. Do you happen to have a friend with a Series X you can try playing on? Also, did you verify there's no debris in the vents and that you console is in a well ventilated area?

The Xbox is very clean inside and out and in an open area, by using another Xbox I assume you mean by signing into my gamer tag on their console correct? 

@MugshotMalone 

Yes. That way, if it happens again, then it could be account related.

Do you happen to use a custom gamerpic for your Xbox profile? If so, try switching to a default one. I know it sounds weird, but we've seen some odd behavior over the years with them.

Ty e gamer pic thing didn’t work. I haven’t tried using a friends Xbox with my account yet.

I downloaded the game using a disc while not being connected to the internet and the game was running fine playing offline be a pro for a couple hours. I then tried connecting to the internet using my Ethernet cable and did the game update and then tried world of chel again. Unfortunately the game crashed as soon as I loaded into a 6s game. I tried again and made it 17 minutes into the first period of another 6s game before crashing. Im

not sure exactly what this means but I am going to keep experimenting and trying things. I will try playing be a pro offline mode while being connected to internet and see if it works, it seems to be some kind of online issue making my Xbox crash I guess? But all my other games work fine online so it’s still confusing. 

@MugshotMalone 

So, seems like an online issue. Do you never get a message saying you lost connection to the servers? Also, are you on a wired or wireless connection?

Wired connection using Ethernet cable from Xbox to router. I never get any disconnected messages or anything, the game just freezes and goes all black then takes me to Home Screen. It does seem like some kind of online thing but all my other games work fine.

Also I have had the same crash happen to me while playing be a pro while being connected to the internet, but last night I played be a pro while not being connected and had no crashes. 

@MugshotMalone 

Since it only happens when online, we could try troubleshooting that. I'd like you to power cycle your equipment with the following steps: unplug your modem/router and console. After 2 minutes plug in the modem/router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not.

Actually I was playing offline be a pro and the game was crashing again even during that, and I was in offline mode. Also, I’ve tried the power cycling thing and resetting router already as well. 

@MugshotMalone 

At this point, I'm out of ideas, unfortunately. You can try contacting an advisor to see if they have any other ideas by opening a case here. If I have any other suggestions, or if we find there is an issue with the game, I'll report back.

Looks like lots of people have this issue with EA FC 24 as well. It makes no sense that your games put this much stress on these consoles for how mediocre these games are, the biggest improvement you guys can do your your games is 1) make sure they actually work and 2) fix and create more servers, especially for those of us out west who deal with terrible connections half the time. I’m convinced this is a fault in the game because everything else works perfect and these games have always been a glitchy clunky mess. Both old gen and new gen versions crash whether I’m offline or online no matter what mode I’m on. The game is simply broken. 

if you actually want to help you can stop offering lame generic troubleshooting options that we both know won’t work because it’s the game that is broken, and you can use whatever power you have at EA to get me a refund. But I know that won’t happen because why would you; an employee of ea, go above and beyond to help someone who’s already given you their money. 

@MugshotMalone 

These crashes are happening to a small number of players though. That's why it's so difficult to troubleshoot because it's entirely possible there's either an issue with the person's console or another program conflicting with our games. Are you in the Xbox Insider program by chance?