Grey Screen when going online

[quinton753]

Product: Madden NFL 19
Platform:Sony Playstation 4
Which console generation do you have? PlayStation 4
What is your gamertag/PSN ID? Quinton23
Date/time issue occurred everytime logging in
What type of issue do you have? Crash/Freeze
Which mode has this happened in? Online head to head
Summarize your bug Cannot log in to NFL19 when the PS4 is connected to the internet. Have to disconnect the PS from the internet to load the game. As soon as you are in the game and turn the internet connection back on the NFL game screen greys out.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Seem like an online issue
What happens when the bug occurs? screen(TV) goes grey
What do you expect to see? to be able to play online
PS4 Crash Reporting: Please copy the text you put in the crash report here. no crash report
What is the AMD or Nvidia Model Number of your graphics card? PS4
Enter RAM memory size in GB n/a

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AS above 

[EA_Blueberry · Accepted solution]

Hey, @quinton753 

Have you been able to connect since Monday? I know this is a little late but we want to make sure you can step on the field.

Try rebooting your network and power cycle the console to see if that has any effect. With a grey screen, check your game and TV wires to see if one of them is loose. If these steps below don't work, it might be worth reinstalling the game. Unfortunate to hear about all the trouble and hopefully it was just a one-off, keep us updated.

Reboot the power to the modem/router

1. Unplug the power cable from your modem/router for 5-10 minutes to refresh the network.

PS4:

Power Cycle

1. Touch the power button on the front of the PS4 for at least 7 seconds (until the system beeps twice).
2. Turn it back on after 1 minute. Launch the game.

[EA_Blueberry · Accepted solution]

Hey, @quinton753 

Have you been able to connect since Monday? I know this is a little late but we want to make sure you can step on the field.

Try rebooting your network and power cycle the console to see if that has any effect. With a grey screen, check your game and TV wires to see if one of them is loose. If these steps below don't work, it might be worth reinstalling the game. Unfortunate to hear about all the trouble and hopefully it was just a one-off, keep us updated.

Reboot the power to the modem/router

1. Unplug the power cable from your modem/router for 5-10 minutes to refresh the network.

PS4:

Power Cycle

1. Touch the power button on the front of the PS4 for at least 7 seconds (until the system beeps twice).
2. Turn it back on after 1 minute. Launch the game.

[quinton753]

@EA_Blueberry none of the solutions provided work

[EA_Blueberry]

@quinton753 

Have you tried reinstalling the game and do you have the game installed on an external hard drive?

Have you tried making any changes to your PS4's network settings like resetting it back to default?

[quinton753]

I have reinstalled the game numerous time in hope that that the error will go away, no the game is not installed on an external HDD

I have also made changes to the network settings as well as tried to connect to the servers via a vpn still without any success .

[EA_Blueberry]

@quinton753 

Have you tried changing the DNS? This is a different game board but the steps will translate across all games. 

Check it out: https://answers.ea.com/t5/Technical-Issues/Code-100/m-p/7753499#M35964