My NHL 24 on Xbox Series X is still constantly crashing. I have made several posts and comments regarding this, talked to ea support on the website (they sent me a generic email with a link to troubleshooting game crashes which I had already tried everything it lists which is why I went to a real person…) and have received no help still, not even acknowledgement of my issue.

It will crash at any point in the game whether it be in the menus or during a game. Sometimes it takes 5 minutes of the game running to crash, sometimes it will be an hour, but it inevitably crashes. My game was purchased and downloaded from the Xbox store so I assume it’s on my internal hard drive. It’s been crashing since my first installation, I have reinstalled three times already, tried switching accounts, tried clearing MAC address, hard resets, safe mode resets, different power sources l, checked internet connection, etc. I am pretty sure I have tried literally every troubleshooting option. All my other games run perfect. I have tried to get a refund from EA but they sent me to Microsoft for the refund, but Microsoft denied my refund because it’s an online game that I have played so it’s apparently ineligible for refund, despite the game now working properly for one day. So what am I to do? I want my money back for this game and it has to come from EA. I just want my money back l, I’ve been trying to fix this for weeks and only now I get a response from an EA person on here? Too busy helping people with their puck control issues and stupid things like that, when there’s guys like me who literally can’t even play the game and just get swept under the rug, can’t even get a refund. I literally played chel almost every day for over 15 years and this is how I am treated. Yea you don’t owe me anything for that but you do owe me a game that WORKS and if it doesn’t WORK you do owe me support and if I don’t get that support which I haven’t then you OWE ME A REFUND. That’s it, just give me my $120 I wasted on the z-factor early release edition and I will never be pre order g or buying a game online ever again, at least from EA. This has been an absolutely unacceptable. As you can tell I am not happy.

It’s not my console, literally every other game works perfectly. NHL 24 is the only game that has ever crashes for me, I have never experienced a crash up until playing this game. To answer your question: No, I don’t have another Xbox, this series X was nearly $1000. As I previously mentioned I already contacted Xbox in an attempt to get a refund but they denied me because I have “played” the game already and it was a digital purchase. So YOU owe me a refund, you designed this game that doesn’t function and I have already explained everything. Give me my money back or give me a new copy that will actually work, this is such a joke I’ve literally been dealing with this for weeks now. I WANT MY REFUND

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.

Is the complete game crashing or is it sending you to the choose sides menu?

Hello, @MugshotMalone When exactly is the game crashing? Also, are you using an external hard drive or is NHL 24 installed on the internal drive?

Game Still Crashing (BROKEN) | EA Forums

26 Replies

MugshotMalone
2 years ago
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.
EA_Aljo
Community Manager
2 years ago
@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.
MugshotMalone
2 years ago
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.
EA_Aljo
Community Manager
2 years ago
@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.
MugshotMalone
2 years ago
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.
EA_Aljo
Community Manager
2 years ago
@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?

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Game Still Crashing (BROKEN)

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