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.
No, he doesn't have a custom image. He'll try changing it to the "default" Xbox logo. We did clear local saved data. Didn't work. As I said, we tried logging on from someone else's machine and he still couldn't get the game going. It syncs to about 80 percent, then crashes and sends him back to the main screen.
Community ManagerThis is definitely an odd issue and is most likely a problem at the account level. I don't think it's something we're going to get resolved over Answers HQ. I realize you've already spoken with our support team, but they may need to escalate your case to our specialists for investigation. I can't think of anything else to try. You can try messaging @EAHelp through Twitter or open a case with a live support advisor here. Support can also be reached through Facebook at facebook.com/eahelphub.
Thank you. Yes, I am hoping that when I talk to support again (probably in a few hours), they can move our case to a different level. I appreciate the responses; it's reassuring that you all see that this is a real problem that we can't troubleshoot ourselves.
Community ManagerYou're very welcome. Can you let me know what happens? I'm really curious about this one and hopefully, there's something to be learned for future reference.
