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NHL_Live_Support's avatar
NHL_Live_Support
Icon for NHL Team rankNHL Team
6 years ago

Post your FTRD information here! (Failed To Retrieve Data)

Hi there, If you are receiving an FTRD error message, please provide us with the following information.  Using this info, we can investigate what is causing this issue and help resolve it in a tim...
alexgag23's avatar
alexgag23
4 years ago
  1. Console: Xbox one
  2. Account Name: alexgag1234
  3. Timestamp (date/time, with time zone): ~June 1st 4h p.m. eastern
  4. Which mode were you in?: HUT
  5. What were you doing just before it occurred?: "buying now" player in the auction 
  6. How often does this issue occur?  100%, HUT crash and I come back to the main menu everytime
  7. Can you attach a picture of the error code or provide the error code number? B7DD78AF2E5CF670-0000000000009999-4E815F564128F6BB

 All of the troubleshooting steps that I tried:

- Uninstalled/Reinstalled the game

- Cleared Alternate MAC address 

- Removed/Re-Added my Gamertag

- Cleared my persistent storage 

- Deleted cloud saves

- Power cycled the console 

- Tried on WIFI (usually I play wired)

- Reset my router

It's happened 100% of the time since nearly 1 month

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hi there, @alexgag23 

    This is what's known as the negative escrow issue. There's an easy fix for this, but it requires an advisor to access your account. Please try contacting @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll get this taken care of for you.

    • alexgag23's avatar
      alexgag23
      4 years ago

      @EA_Aljo Thank you so much, I talked with a support advisor, it only took 2 minutes and the problem was solve

      • EA_Aljo's avatar
        EA_Aljo
        Icon for Community Manager rankCommunity Manager
        4 years ago

        @alexgag23 

        Great! You're very welcome. If you have any other issues, please let us know. Good luck on the ice!

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