Game Still Crashing (BROKEN)

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?

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.

@MugshotMalone 

Is your console shutting off or does it crash to the desktop?

It will freeze, then go black, sometimes all green and weird, then take me to the Home Screen, or sometimes my Xbox will reset after it freezes, but most commonly take me to the Home Screen 

@MugshotMalone 

Do you have another console you can try? I'm not seeing other reports of this so it's possible it's related to an issue with your console. If you'd like to seek out a refund, you'll need to contact Xbox support.

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

@MugshotMalone 

We can't issue a refund because we didn't sell the game to you. We have no record of the purchase and since the sale didn't go through our system, we can't reverse that. 

Does your game crash to the Xbox dashboard or are you disconnecting?

Something you can try is deleting the personal saved data for NHL 24. To do that, please follow these steps. There is the risk of losing offline saves and changes to settings you've made. Normally, those download from the cloud, but I can't guarantee this.

• Press the Guide button and then highlight the NHL 24 tile.
• Hit the Menu button. It's the small one to the right of the Guide button with 3 horizontal lines on it.
• Next, go to Manage game and add-ons > Saved data. Delete the file with your gamertag on it.

Also, there has been some odd behavior in the past with custom gamerpics. If you're using one, try switching to a default pic instead. 

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?