Are you gamesharing with your son? Perhaps he is trying to also share with a friend and it has caused his account to have lost an activation?
Xbox has a reputation system if I remember correctly, is it possible he was reported for something and now the account is flagged? If it gets bad enough, accounts can sometimes be refused access to certain games.
How many open cases do you have with ea support? Could be something as simple a temp lock until everything is resolved. Twitter support is usually very good when the option for chat isn't available -- if enough time has passed with no response, you should be able to politely request an update.
Throwing a complete miracle hail mary here since this was a strange fix to an old and weird bug back in the day but have your son change his profile picture to a default one and unplug any usb cables from the console for a bit, see if that helps
Thanks! No, my son is the only gamer in the house. I try to be IT support. LOL In my discussions with EA, they said nothing appeared to be wrong with the account or profile. They closed the original case and the second call. I can't seem to get them to resume the recent one where they had me (randomly) change the ports. Not sure how I'm supposed to report back to them that I did. We'll try your suggestions about the profile pic and cables. At this point, all we can do is try! Thanks again!
Community ManagerHi there, @ThunderSnipez15.
Try deleting your son's gamertag off the console. Then, download it again. It's possible there's some corruption causing this to happen and adding the gamertag again may resolve it. Let me know what happens. Thanks!
Thanks - we tried deleting and re-adding his gamertag; no change. We also took the step of having him log on to a friend's console and try to launch there. Didn't work. At this point, I think it must be on EA's end, not ours. I will contact help again to update them. Hope they have a way of finding the problem and fixing it.
Community ManagerDid your son happen to have a custom gamerpic as @TTZ_Dipsy had mentioned? Also, you can try deleting the personal saved data. To do that, highlight the NHL 21 tile and hit the Menu button. This is to the right of the Guide button and has 3 horizontal lines on it. Next, go to Manage game & add ons and choose Saved data. Then, delete the file with your son's gamertag on it. Don't delete from everywhere though. Just the local file. Next, have him try playing again. This won't delete any HUT content, but his personal settings will most likely be deleted and there is the chance any offline progress (Be A Pro, Franchise Mode, etc, ) will be lost.
