Problem with the controller in online modes

Hello, little indie company! 
My controller doesn't work in Rivals and other online modes. At the beginning of the game, my players are highlighted in orange instead of red, and the gamepad doesn't respond to any buttons except pause. 
After 30 hours of play, everything was fine, but suddenly this problem arose. While trying to fix it, I lost 10 games in Rivals. I am waiting for a clear solution and explanation from you on how to fix this, why it happened, and compensation.