EA Forums - Banner

Game Crashes For Any Mode To Xbox Home

Game always crashes back to xbox home screen. Tried diff modes, settings screen, etc. Uninstalled, then reinstalled, deleted game data. What else can I do ?

Replies

  • EA_Blueberry
    4738 posts EA Community Manager
    @FalcX_2

    Sorry to hear it's crashing on you. Do you have NHL 19 installed to an external hard drive or have anything plugged into the USB slot?
  • Ive had it installed on an external drive since I purchased NHL in 2018. I played it in the last month. Its only recent that its started to crash at every attempt. I installed it on the internal drive and disconnected the external .....and no change. I can run madden 19 from the external drive with no problems.
  • EA_Blueberry
    4738 posts EA Community Manager
    @FalcX_2

    Can you plug the external into the console and delete the game, then unplug the external and double-check to see if there are any files still located on the internal drive to uninstall? When files are located on both drives it can cause crashes and I'm concerned there are still some NHL files located on both drives.

    Have you tried a power cycle lately?

    How to power cycle your Xbox console:
    1. Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10
    2. seconds until it shuts down completely.
    3. Unplug the console’s power cable. Wait 10 seconds.
    Important Be sure to wait 10 seconds. This step resets the power supply.
    1. Plug the console power cable back in.
    2. Press the Xbox button on your console to turn on the Xbox One.
  • I uninstalled the game with both drives attached. Unplugged drive and removed all xbox games data, then reattached drive and removed all xbox game data. Power cycled the xbox, then reinstalled nhl 19 onto internal drive. Still crashes no matter what screen nhl is on, even main menu.
  • found out and tested, only happens with my profile........ deleted my xbox profile and re added but still crashes
  • EA_Blueberry
    4738 posts EA Community Manager
    @FalcX_2

    Have you tried reaching out to Xbox Support for any troubleshooting around corrupted profiles?

    Have you tried deleting the profile off your Xbox and re-added it yet? That can help clear corrupted data in the profile.
  • The same happens to me, like it's hitting a snag on a line of code in the game. I've redownloaded both my gamertag, game, and even factory reset my xbox. Still freezes right after trying to connect to the servers after the title menu.
  • After numerous xbox tech chat contacts, I was told it was an issue on EA's end........game didnt work all weekend until last night I got on and managed to play a HUT game.
  • They fixed it?
  • Aww. I had false hope. Mine doesn't freeze but won't load into HUT. It just has the spinning circle around the EA Sports logo in the top right and that's it.
  • EA_Blueberry
    4738 posts EA Community Manager
    FalcX_2 wrote: »
    After numerous xbox tech chat contacts, I was told it was an issue on EA's end........game didnt work all weekend until last night I got on and managed to play a HUT game.

    @FalcX_2

    Glad to hear it finally got fixed for you. If you or @Stbluesboy21 are having trouble like this again please don't hesitate to reach out to our Support team at Help.EA.com or on Twitter at EA Help. If the LOGO is constantly spinning, my first inclination is either a connectivity issues where some simple troubleshooting steps should help fix that, or you might need to power cycle your console and ensure files aren't located on both internal and external drives if you use an external hard drive.
  • I've power cycled my xbox, and it still does it, even to the point of where after the song that was playing ends it won't play another song as if its hung up on something. My game is installed to my Xbox only.

    It doesn't do this with my other account it loads directly into hut with no hiccups.
  • EA_Blueberry
    4738 posts EA Community Manager
    @Stbluesboy21

    Have you tried reinstalling the game or removed/re-added your Xbox Gamertag from your console like I mentioned earlier?
  • I have, it still does that. I recorded the whole process if you'd like to see what it does.
  • EA_Blueberry
    4738 posts EA Community Manager
    @Stbluesboy21

    Have you tried rebooting the network and checking the cables in the back to ensure they're all tightly secured?
  • Yep, I even changed my dns as your troubleshooting page suggests, it hangs up on the transition from the main menu to when it tries to go to the hut main, like it's having to search for my team or something. I'd gladly give you permission to see for yourself if you'd like.
  • EA_Blueberry
    4738 posts EA Community Manager
    @Stbluesboy21

    Hmmm...that's odd. It sounds like it could be account related then. I recommend contacting our EA Help team on Twitter so they can pull up your account to double-check and verify there aren't any issues for your team similar to the Escrow balance that comes up time to time.

    I'm sorry to hear it's still happening. We'll get to the bottom of this.
  • I tweeted them and never got a reply...
Sign In or Register to comment.

Howdy, Stranger!

It looks like you're new here. Sign in or register to get started.