Re: Game Continues to Freeze Up and It Won't Let Me Finish a Game

Basically yes.  The sounds cuts out then cuts into just gets stuck (I guess that's the best way to describe it?) and either instantaneously or a few seconds later the game freezes for a few seconds, then boots me back to the Dashboard.  

I do want to note that I do have an older Xbox One (purchased in 2015) but I've had no issues with it up to this point.  I've been using it daily for years now and never ad an issue with the console itself.  All other apps and games have worked with no issues during this time.  

In addition, this issue did show up until I had played the game for nearly a week and a half (I started playing Tuesday when Great 8 Edition owners got early access) and before that the game ran completely fine, outside of a couple of isolated incidents when it crashed.  It was only last Saturday night when the problem became so persistent I couldn't play.  

@ALTOBolt323 

I think the sound cutting out is just from the game crashing. Have you done a factory reset on your console?

Yes I did that earlier this week.  I reset the console and wiped everything then redownloaded.  Still no luck.  

@ALTOBolt323 

Do you happen to have another Xbox you can try?

I do not.  I will in a few weeks when my brother comes home, and I could try it at my friend's place this weekend.  But as of right now no.  

@ALTOBolt323 

I think it would be good to see if you have this same issue on your friend's console this weekend. That would help narrow this down to a problem with your console.

Alright I'll try it on his and see if it works.  

As an aside, do you have any general idea what the issue could be?  Because no one seems to know.  

@ALTOBolt323 

I suspect it could be a hardware issue with your console. It's an odd one for sure.

Right because I've talked with several people from customer support and none of them seem to have the answer.  There have been a few similar cases but no one seems to know how to fix it.  It's just very disheartening.  I've a religious HUT player and bought the Great 8 Edition and already poured a lot of money into packs, so it just sucks that this turned out this way.  I just want to play the game and the fact that it's this broken for seemingly no reason really sucks.  

@ALTOBolt323 

We haven't determined if the problem is the game or your console. I'm not seeing other reports of your same issue. That doesn't mean it's not happening. I don't have eyes everywhere. So, playing it on your friend's console should help figure out what's going on.

Alright then I;ll do that next and report back to you.  

UPDATE: So I got lucky and my brother was able to lend me his Xbox.  I downloaded the game through the wired connection I did the UOTrace for yesterday.  The bad news is there was still an audio problem, with the audio cutting out in the menus and the game.  The good news is that it cut significantly less during the games and I was actually able to play a game of SB with minimal issues.  I'm going to trying playing more tonight and see if the audio issue persists or if the game starts to crash.  

@ALTOBolt323 

If you play on a different TV, do you have the same audio issues or if you use a different headset does it still occur?

So I played again on Thursday night and had no audio issues on the same setup.  But I also played on my friend's console this weekend and also had no issues whatsoever.  So I don't know.  

@ALTOBolt323 

It was working fine on the same console and TV that you were having trouble with? Was Thursday the last time you played on that setup?

No I'm using a different console now but same TV.  I played on it last night.   It did actually crash but the audio didn't cut at all and the crash occurred after 6 or 7 games so it was performing much better.  

@ALTOBolt323 

Did the game crash or did you disconnect? By crashing, I mean, did the game close and send you back to the dashboard or did the game freeze up and force you to close out the FIFA app? We need to determine if it's a crash or if your online connection disconnected from the match.

It was an SB game and it was definitely a crash.  It froze and booted me back to the dashboard.  

@ALTOBolt323 

Was it just the one time this happened?

Yeah this was the first time it happened on another console.  But there was no audio cutting and the game worked fine after I reloaded it.  

@ALTOBolt323 

I really don't know what would have caused that. It could be any number of things. If it continues to happen more frequently, we can try looking into it further.

@ALTOBolt323 

Sounds good. Just let reach out to us again if you have any other issues. Good luck and have fun!

Hey so I was playing tonight on my brother's console and the game began to crash again, same way it's been doing on my own Xbox.  The audio cutting is not as severe but it's happening.  If this problem occurred on both Xboxs, what do you think the problem could be?

@ALTOBolt323 

Unfortunately, I'm out of ideas. This is a pretty odd issue. I think you should try reaching out to our support teams to see if they have any other suggestions. 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 look into this for you. Thanks!