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Re: [XB1] Freeze and Crash on Loading Screen

by tabbulus

Original Post

[XB1] Freeze and Crash on Loading Screen

[ Edited ]
★★★★ Novice

Product: Apex Legends
Platform:Microsoft XBOX One
Please specify your platform model. Microsoft Xbox One
What is your gamertag/PSN ID/EA Account name? tabbulus
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible.
Which Legend were you playing (if applicable)?
Which Legends were your squad mates using (if applicable)?
Where did the issue occur? Loading into the match from the lobby
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. Loading screen
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. Loading into a match
Did your squad mates also experience the issue? No
How many matches had you played in a row before the issue occurred? Unknown
When did this happen? ( hh:mm)
How often does the bug occur? Occasionally (10% - 49%)
How severe is your issue? Major impacts to gameplay
What happens when the bug occurs? At the loading splash screen, the music locks up and after a short period of time, shuts down to the Xbox home screen. If I launch the game and queue for another game, I just sit in the lobby while my squamates enter another game. It isn't until I forcibly quit the game and launch it a second time that the game "cleans itself up" and I'm allowed to play.
What should be happening instead? The game shouldn't lockup and crash. And even if it does, it should let me in on the first try and not require another hard shutdown of the game.
Steps: How can we find the bug ourselves? Hard to tell. I just play and after a random number of games, the issue shows itself.

I'm concerned about this particular crash as it has an impact on ranked mode, matchmaking, and leaver penalties.

Message 1 of 3 (58 Views)

Re: [XB1] Freeze and Crash on Loading Screen

[ Edited ]
Community Manager

Hey @tabbulus, sorry to see that you are having issues.


In a situation such as this, the first thing to do is ensure that your console and game are fully up to date.


If that makes no difference then clearing the cache and powercycling your console is next.

You can do this easily enough by following the steps below:

  1. Press and hold the power button on the front of the Xbox until it turns off completely.
  2. Unplug the power cable from your console and then press and hold the power button on the Xbox a number of times to clear the cache.
  3. Plug your power cable back in and turn your Xbox back on.

Once done can you then try these steps for the issue with being unable to join a game with your team.


Can you check your Nat type is set to open, your friends will need to do the same. I would also suggest ensuring that you are all on the same internet protocol. For example, if you are on IPv4 and they are on IPv6 then you can have issues.


If it's still not fixed can you try:

  • Log into your modem / router
  • Turn OFF UPNP.Turn off PC UPnP Service:Press: Windows-button a window should pop up. Write: “services.msc” (without the “) then press enter
  • In the list of services, scroll down to “UPnP Device Host”, click it and press “Stop service”. Now do the same thing but with the service “SSDP Discovery”.Exit the window and go to control panel-> Network and Internet-> Network and Sharing Centre-> Change advanced sharing settings (to the left)-> Under “network discovery” select to turn off network discovery
  • Save your changes

Still not working after this? Can you go ahead and on your console manually set your DNS so that it uses the Google DNS settings. You need to set them to and


Let me know how you get on.



Message 2 of 3 (40 Views)

Re: [XB1] Freeze and Crash on Loading Screen

★★★★ Novice



I appreciate the response, but help me understand why I would be able to play most of the time with no issues and yet occasionally have the game lockup on the match loading splash screen?


Additionally, I've done much of what you've suggested already months ago as this has been happening since release. I've uninstalled, deleted the cache, and reinstalled. I've power cycled the console (this was done to try and fix the issue with not being able to equip Gibraltar's epic green hack skin that eventually was fixed by an early patch following release). My NAT type is always open as I've been gaming for decades and know my NAT type needs to always be open. My network has been hard reset several times since the release of Apex due to power outages, thunderstorms, etc. The behavior of the game is still the same.

Message 3 of 3 (30 Views)


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