Community ManagerThanks. I've sent it over to the studio. When I have some more details, I'll let you know.
Please let me know when u have the video downloaded on ur end so i can remove it from my channel. Also, i checked with mshearerspun180 and his player thats capped wont even let him into a 3s eliminator game. It just freezes and wont let him proceed. This stuff is pretty unacceptable.... being a paying customer and having to do the lionshare of the troubleshooting is pretty poor customer service. I know ur not directly responsible but this stuff is a solid way for EA to lose customers
Community ManagerWe can troubleshoot this ourselves, but it also would require having our account match yours. That means playing 390 matches, possibly using the same gear, matching the same number of human players, etc. There are a ton of variables at play and since we haven't been able to reproduce it, it greatly helps to work with people that are experiencing it.
I'll find out if the video was downloaded and let you know.
Do you know if you get wins against clubs, but not drop-ins? The video shows you against a drop-in team. Do you have the same problem if you play against another club?
well we can't reproduce it either as my teammate is now* capped and the 3's eliminator piece of the game will simply not let him play under the capped username ps4 ID: mshearerspun180
We had the same problem over and over on 10+ tries versus club, drop-in teams, etc.... you name the combination... we've tried it. This is global and if we join the capped club with our new userIDs then we're one more finals win closer to having that capped and starting over once again. All you need to do is look at the leader boards for evidence.... EVERY team is experiencing this without exception. If you look at the leader boards on either platform, you'll see the same issue. Someone needs to take a look and your leader board parameters in the chel 3s mode as it's not isolated to one club or one user. It's everyone..... and it will inevitably continue to grow as people hit said cap.
Community ManagerIt doesn't look like we can download your video. I'm just not seeing an option to do so. As soon as it's not needed anymore, I'll let you know. If you need to take it down though, I understand. I'll be in touch when I have an update. If you have any more details though, feel free to pass them on.
that's fine just let me know when you don't need it anymore. The biggest detail i can give you is for the devs to look at the 3s leader boards.... theres a reason everyone is at the same spot with finals wins. It means they can't move forward and that they must make new gamertags or ps4 IDs.
You wouldn’t need to reproduce 390 finals wins (900+ games) with same clothing ect as that doesn’t matter. The game simply caps players and teams around the 390 mark. You win the finals and don’t see the player get points/the team get points / the final stats ect. It just pops up to play next game where you get launched into the finals again and again and again til you lose or quit. You get 0 points (CR) for winning. All the top Xbox players and clubs are capped out and we are rolling on second / third gamertags now. I’m sure ps4 is the same thing. Very annoying problem to have. We almost quit playing and were going to have to spend our time playing fortnite or something stupid til we found this thread and realized we could make a second club/gamertags. Would be awesome to get it fixed so we could actually compete for a top spot rather than just being stuck. My team is stuck at #8 overall on Xbox.
Think I’m about 20 championships away from being capped. Let me know if I should leave a couple and maybe we can link up with a tester to come play the final one with me (he better be good) and watch the game as it won’t count.
That’s funny I had to go all of this on my side too!
the problem can be done in drop in or team as soon you have at least one player with total of points in the leaderboard over 2,145,000
Community ManagerIf the game simply capped players, it would be an easy fix. Unfortunately, that's not the case. This isn't an issue where we capped how many wins you can get. This is a bug we need to resolve.
Thanks for those details. I have passed them on to the studio.
Since you guys aren't going to be playing again until Sunday, would you mind if one of our QAs could join your club and try to reproduce this? You guys would need to accept their invite request sometime mid-day today.
@EA_Aljo We can't play using those usernames.... Mshearerspun180 has a ps4 account that is capped. He gets a black screen and the game will not let him count wins. I'll echo what @N1STrayman and @boxfxiphon818 have said. It is 100% a cap and occurs at a certain point total. Points are most closely related to final round wins or FRWs on the leader board. There are no other variables other than the points. No club has been able to pass that point threshold.... there's a direct correlation from point total and capping. It has nothing to do with club or username... Does EA not have a test environment where they can stress test their leader boards?
We use testing environments all the time with our vendors at work and I stress test a ton of different scenarios when i use them. The fact that you know where the issue is occurring, that the experience is global (i.e. noone can continue playing at the point level mentioned)... that should be enough for someone on EA's end to test. Or ... they could just look at the leader board and see that every top 10 club is abandoned and just has one or two accounts remaining in them to hold their rankings place. I'm not sure what other variables you're referring to because it's happening to everyone on both platforms.
I’m trying to join our first team (just need to get one of the people to accept it) and would be willing to let you guys experiment with it.
I would love to be able to use my regular gamer tag again and not my new one. I’m also sure you guys don’t want NHL20isTrash630 in your top ten because I will get back there if this isn’t fixed.
Community ManagerWe haven't been able to just add points and reproduce this. It's definitely a more involved issue. I get that it looks simple, but if it were, it would be fixed by now. Hopefully one of our QAs can join a club that's experiencing this so we can test it further. If anyone is willing to do that, please let me know.
Community ManagerHaving a name like that isn't going to get anything resolved faster. It's not like we want to see that, but we can't just wave a magic wand and fix everything. Names like that don't really let us take you very seriously though either. I get that it's common these days to exhibit toxic behavior to get results, but that's not really how we work here. We're trying to work with you guys to get this resolved. Cooperation from the community can greatly help with that. So, if you're willing to let one of our QAs join your club, DM me the club name, abbreviation and location. I'll pass it on. Also, be sure someone is going to be able to accept their invite today.
You can play victim to this all you want. It’s a theme at your company. I’m not saying it’s you, either but you work at EA and this... is... a... theme. Look at the leaderboards. Did no one think it was strange?
No one thought it was strange because I’m willing to bet everyone is working on next years dance animations and cool new sweaters. So while my name might hurt some feelings and not “help the situation” go ahead and take the stance of “we didn’t fix it because a guys name hurt our feelings”. If someone can get on to accept me back and invite you guys and you want to do it, cool. If you don’t want to because feelings are hurt, cool. Good on ya. I’ll continue rocking that name. Puck could be in your zone EA.
As stated, I’m just waiting for an “accept” but we all have jobs and it’s an absolute fluke that I’m home now.
Community ManagerWe don't exactly monitor the Threes leaderboards all the time. When we get reports about suspicious behavior in them, we typically do something about it. This is a different kind of issue though and one that is now coming to light. I'm not trying to play the victim at all. I'm just trying to keep things constructive and cooperative. This isn't an issue of feelings being hurt. It's the precedent that's being set. We're trying to work with you, but when we see continual pushback on that, it doesn't make this a cooperative process.
Here's a list of the PS4 top 10... and they're all abandoned clubs because they are capped or close to it and have no chance at winning a daily title prior to being capped.
You keep coming back with with all these things that souuund like hurt feelings. I’m telling you I will help if accepted back and I’d be fine with it. I created the gamer tag when I was capped (or whatever this is) two weeks ago. Me saying NHL20isTrash will be back in the top ten isn’t meant to be a threat. I WASN’T actively trying to do it, but if the issue doesn’t get fixed, it will happen because I’ll be forced to stay on said tag and continue playing. The second this gets fixed, I’m back on my other tag “whatsUPitsFarva” and continuing on my happy way.
Here's the thing. I've already spent over 90 minutes with two different "EA Help" guys who gave me no help. I spent three hours in this continuous winning a title and having it not count loop as you saw in my video. This has to be replicated on EA's end. The points system was created by someone at EA..... I'd suggest showing them the video and leader board picture of no club past the 2.146m mark and them all being abandoned because they are experiencing the same thing i showed on the the video... that's still posted if you still need it. This is boarderline burn out because of an issue that really really should be a simple fix. We've given you everything we can and if your dev gets in our club or any of those posted clubs... he's going to see the same thing as in the video. My issue is that the player cap on our initial gamertags now prevents us from using those as well.
This needs to be passed along and forcing the community to play through games for an issue they did not create is a pretty weak way to fix it.
That being said... I've asked Mshearspun180 to run a 3s eliminator drop-in on his capped account. I'll post a link to the youtube video when he's finished. This should provide evidence on the player cap issue.
Community ManagerI get that this seems like a simple fix. It's not though. Again, if it were, we'd have it handled by now. There is a lot of much needed information we can get by reproducing the problem with joining a club experiencing this. If we can't do that, we'll keep looking into it on our own. It'll just probably take longer to resolve. This isn't something someone from EA Help or a live support advisor will be able to handle so you don't need to contact them about it. Another video may or may not help. It's something we really need to be able to make happen in order to fix. So far, that hasn't been possible, but that's not unusual. It can take time to figure out just the right recipe for this.
I understand that the EA Help people can't help me .... now but at the time they both said they could. We're at your mercy here when it comes to fixing major errors. I remember back in NHL 13 and having to send in videos about the loop desync glitch in EASHL. My main message is that the game should be stress tested before release which.... I'm sure it is but obviously more resources are required in this process. Now that you have a known issue, the devs and folks on the NHL team should be working to emulate the issue on their own. I guarantee they can not get a club past 2.146 mil points.
Most of us have jobs, kids and college. Troubleshooting a now known widespread error on a game that we paid for and that EA is profiting off of is not our responsibility. Time is a resource. Please keep us up to date with progress the dev team is making. In the meantime more and more users will be meeting this cap and complaining .... having to create new usernames just to play a purchased game is poor service and really reflects poorly on the testing units on the NHL team.
Community ManagerI'm not asking you to test this. What we want is to join a club that's having this problem. Then, we can test it ourselves easier since we're not able to reproduce this yet. Even just adding the points hasn't allowed us to experience the same problem.
It, of course, is not our intent to force people to create new usernames just to play. This was completely unintended.
If you need it I can recreate this issue at any time! All my friends having the same issue after passing the target points
if you need I can play with someone at ea and he will see the issue
We have someone adding me back soon.
Xbox One
Team: Terminal Velocity
Region: North America East
Community ManagerThanks, but we'll need to use a PS4 club for this testing. Appreciate the offer to help for sure though.
Community ManagerAre you on PS4 by chance? If so, we can get one of our QA guys to join your club so we can test this.
One more thing if you guys wanna try to reproduce don’t put points over the cap you should put 2,141,000 or 2,142,000 and go for the tournament win I think it’s something when you go over that cap so if you go way over it won’t reproduce the issue
Community Manager
