Re: NHL 21 Game Will Not Load

The title screen appears, then the screen goes black, and then it kicks me back to the Xbox home screen.

@Drunk1rishPunk 

Do you have another gamertag you can try? I just want to see if it works on another account.

I tried this last night and today, no different. I have tried loading the game offline, and all of the EA and Microsoft trouble shooting steps. Just tried NHL 20, same thing (title screen>black>xbox home). All other games including other EA games work fine.

@Drunk1rishPunk 

Try deleting your gamertag off your console. Then, add it back and see if it still happens.

I have done this, and I have done a complete console reset, the issue still persists.

@Drunk1rishPunk 

Do you happen to have another console you can try? Just as a test.

I can try at a friends house maybe, but every other game on my console works.

@Drunk1rishPunk 

Cool. This seems like it could be a console issue so I'm curious if it works. Do you happen to have anything plugged into the USB ports? A racing wheel or Guitar Hero dongle? Something like that. Also, do you use a custom gamerpic? If so, try changing it to a default one. I know, it sounds weird, but we've seen some odd issues with custom gamerpics.

Wouldn't the console factory reset have cleared out any of those issues?

@Drunk1rishPunk 

Not necessarily. Your gamerpic is set on your Xbox Live account and obviously, factory resetting doesn't unplug any peripherals you might be using.

I tried this, and then tried loading with all profiles being signed out, same result. For grins, I just re-installed NHL 16 that I have a disc for, same thing: title screen > black screen > Xbox home. It is every NHL game on my console doing this. Is there a way to clear out everything associated with all EA NHL games and start fresh? I am sure I will lose all of my HUT and Franchise progress, but I would really like to play NHL, any NHL at this point.

Nothing has fixed this. I just went through all the suggested Microsoft steps, even did a factory reset on my console and signed in with a different profile. None of the NHL games I own will load once reinstalled. What is the next step? 

@Drunk1rishPunk 

Unfortunately, I'm out of ideas. This is a really strange issue. 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!