Controller not working on heat

[IkilldU1ST]

@EA_David I’ve done soft and hard restarts uninstalled the game reinstalled it and still nothing don’t waste your time doing a uninstall and reinstall

[IkilldU1ST]

@EA_David Different users are not making a difference I’ve tried both profiles tried disconnecting from the internet but it still does the same thing

[EA_David]

Yep, uninstalling doesn't appear to be an effective step. 

Just to check for some basic stuff, are you using a wired or wireless controller? Does connecting a wire or going wireless have any effect?

Also, while I'm running through gathering info, can I check what region and language your systems are set to? It shouldn't be a factor, but on other games we've seen strange issues linked to region/language in the past so it's something to check.

[BulldogPlata]

@EA_David Yea I’ve restarted every way possible thru settings and holding the power button but still no luck

Edit: I am on Xbox one X in the US 

[scallywag1961]

Hi,

Since the January update/patch, my Xbox one elite 2 controller doesn’t work on Need for Speed Heat. The game works fine with other controllers and a steering wheel, but not the elite 2 controller.

Is this a know issue?

cheers

steve

[EA_David]

So that's English (US) for your language? Thanks. 

Do you have any other EA games installed? If so, can you check that these log in without issue?

And i know we've tried a bunch of restarts already, but can we try holding the button until it shuts down, then unplugging the system itself for a minute before reconnecting, then check again?

I know we're sticking on this, but some players are reporting a reset helping (clearly not everyone) and the issue itself sounds like there's a stuck inaccessible profile. 

@scallywag1961 That's very interesting, you might be on to something. Thank you for the data. Can i check it specifically stops you getting past the "Sign in as" page?

For folks in this thread, can you try swapping to a different controller if it's and option, and/or removing the batteries from your controller for a minute. 

[FN_VanHoose]

Having the same issue. Can't make it past start up screen. Tried the sign in method, did a soft and hard reset, changed controllers, opened a different game and closed it then tried to relaunch Heat. Nothing works. I played last night. Today it did an update and then the game started this problem. 

[snowboarder2855]

I tried all that too. Changing controllers, hard and soft restart, uninstall/reinstall, etc. Nothing changed. I’m in US with English language on Xbox One 

[BulldogPlata]

I have madden 2019 installed and it works on that game but not Heat. Also I’m not using an elite controller I’m using a pdp aftermarket controller

[snowboarder2855]

@snowboarder2855 With a regular Xbox controller