Madden 19 not loading

[rkweefe]

Product: Madden NFL 19
Platform:Microsoft XBOX One
Which console generation do you have? XBOX One X
What is your gamertag/PSN ID?
Date/time issue occurred 9/30/2018 and beyond
What type of issue do you have? Other
Which mode has this happened in? Franchise Mode
Which part of the mode? Cloud
Summarize your bug On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS
What happens when the bug occurs? On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS
What do you expect to see? On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS
PS4 Crash Reporting: Please copy the text you put in the crash report here. On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS
What is the AMD or Nvidia Model Number of your graphics card?
Enter RAM memory size in GB On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag". I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. This is what I'm working with: Xbox one X - Day 1 model (All other games and apps run flawlessly) I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly) I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. I can safely say it is NOT my Xbox and not any network related issues. However, I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating: Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. First of all, I do apologize for the length of time you have been waiting for a response. I'm sorry to hear that you have been unable to enjoy the game because of a technical issue. Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player. Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes? I'm looking forward to your reply. Kind regards, NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. THANKS

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On 9/30/2018 i signed on to XBOX Live and loaded up Madden 19 like i had hundreds of times prior. Only this time i notice that the initial loading screen featuring Antonio Brown was taking longer than normal, almost cycling through the whole sequence twice. Upon the game loading i notice cycling through pages seemed slow, with images loading slowly. All features and game modes remain accessible. However, when joining a game in ANY game mode the loading screen would stay black, with the spinning football in the bottom right corner saying "loading". Sometimes it would not enter the game or match at all, other times it would eventually load but with a noticeable delay in response, almost like a "lag".

I tried everything as far as signing out of my profile on Madden, signing back in. Same results. I deleted all files (madden, roster, playbooks, play calls, everything) Problem persists. I uninstalled and re installed. Problem persists. I thought it may be a digital content issue so i bough a hard copy, no different results. I even tried booting the game from several different sources or places. I tried booting up by entering the disc in to the drive, from the store or marketplace and from EA access. NOTHING DIFFERENT. 

This is what I'm working with:

Xbox one X - Day 1 model (All other games and apps run flawlessly)

I have 2 networks, always hard wired. Network test using hard wired and two separate routes. Both test passed with flying colors. 50-250 DL speed with little to no latency or packet loss (Once again, all other games and titles run flawlessly)

I uninstalled all titles and restored my xbox one x to its original factory settings. After resetting and installing the Xbox and games along with recovering my gamertag, the problem persists. 

I can safely say it is NOT my Xbox and not any network related issues. However, 

I reached out to EA on 9/30/2018 and was in formed that the problem would be escalated and a ticket created and to not follow up or create another as it may delay the process.So i trusted the process so to speak. A couple days later after i tried again and the game loaded and played correctly. I had noticed that there was a title update or a roster update during the most recent attempt and attributed the success to the game fixing itself or a correction. Or maybe EA did something behind the scenes to correct the issue. 

However... the problem has continued to happen, periodically and for reasons unknown. This is EXTREMELY frustrating and i feel let down by EA tremendously as there only follow up to my original request was an email on 11/9/2018 stating:

Thank you very much for contacting EA Help regarding your request. My name is Wouter, I am a specialist at EA, and I will be assisting you today. 

First of all, I do apologize for the length of time you have been waiting for a response. 

I'm sorry to hear that you have been unable to enjoy the game because of a technical issue.

Now, I have just reviewed your account to review whether your issue persists however you do not appear to be an active MUT player.

Can you verify that your issue persists? If so, are there any specific errors that you have been receiving upon attempting to launch one of the available game modes?

I'm looking forward to your reply. 

Kind regards,

NO IM NOT A MUT PLAYER BUT I DO ADMIN AND COMPETE IN SEVERAL ONLINE FRANCHISE LEAGUES AND PLAY OTHER GAME MODES. I EXPECT A RESPONSE AND RESOLUTION TO THIS ISSUE, ASAP. 

THANKS

[EA_Blueberry]

Hi @rkweefe

From my understanding you're getting some lag/button delay in Franchise mode? Would you be able to attach a UO trace in here so we can take a look at how your connection is reaching our servers?

https://help.ea.com/en/help/faq/connection-troubleshooting-basic/#testconnection

[rkweefe]

UO trace attached.

[rkweefe]

See below