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.
I hope they can find a solution. As you expected, the case has been moved up to the investigations department. I hope I hear something back from them soon. I will post again with the outcome. Fingers crossed!
Is there any way for me to get an update on this situation/contact the investigation department? I have heard nothing at all from EA about this.
Community ManagerHello, @ThunderSnipez15
I can see your case is still awaiting investigation. Unfortunately, we're very limited on what kind of details we can discuss here when it comes to accounts. The best way to get an update or to see if anything else can be done is to open a case with an advisor. That can be done here. You can also try sending a message to the @EAHelp Twitter or our support through Facebook here.
As promised, I am providing an update, and thankfully the news is great! We were advised to clear saved data everywhere, not just locally. The investigator thought that the problem could be "corrupted save data stuck in the Xbox cloud saves," and that clearing data everywhere could get rid of it. We were worried that my son would lose his progress, etc., and we were told that offline/single player progress for the game may be wiped, but any online HUT progress and content would remain because anything HUT related is stored on EA's servers. Since my son hasn't been able to play under his preferred profile for 2 months, we figured there was nothing to lose by trying it.
He was overjoyed when the game launched successfully and was happier still when he determined he hadn't lost anything. His ranking dropped because of not playing under that gamertag, but now that school is over, I'm sure he'll play endlessly and bring it back up. 😉
Hope no one else develops this issue, but if they do, I hope this solution helps them, too. Thanks!
Community ManagerGreat! I'm so glad to hear this! I also really appreciate the update. I'm always hesitant to suggest deleting from everywhere because it can be pretty damaging. It's good to hear this worked though. If you have any other issues, please let us know and tell your son, good luck on the ice 🙂
Community Manager
