In Depth Trouble shooting Guide

by The_Tibber
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Original Post

In Depth Trouble shooting Guide

[ Edited ]
Champion

Hi, we're seeing a good number of folks who are encountering issues with Apex Legends, EasyAntiCheat, Origin and their system in general, the steps below may help.

 

Follow these steps to ensure your game runs without issues.

While testing, make sure to always launch the game from the official launcher. A common cause for errors is when the game is launched from custom shortcuts and such.

 

 

Everything in this guide is designed to resolve and troubleshoot your PC. If this does not work then the issue can be related to Hardware, Network, or Driver.

In which case you can post in post in Technical Issues if you believe the issue is with your setup and you need help. If you have been through every corner of your system and believe its the game itself post your issue in Bug Reports.

 

I have put the bulk of this post in spoilers to make searching for certain parts of the post easier. Wink

 

Core Windows Maintenance (The basics)

 

Spoiler
1. Update Windows


System files that the game relies on may be missing.
First, make sure all the latest updates for your operating system are installed.

Secondly, install the latest Microsoft Visual C++ Redistributableshttps://support.microsoft.com/en-gb/help/2977003/the-latest-supported-visual-c-downloads

Lastly, run the following command with Administrator rights to repair corrupted system files. sfc /scannow

Follow this guide for instructions on running a command with administrative rights.

2. Update Drivers

This guide will also be for any device Laptops, sound cards, network cards etc, because the method is very similar you just skip to the web browsing part for anything other than Motherboards and laptops.
Motherboards have a set of drivers for each of the components on the board, and updating them will come from the manufacturer of the board not Windows.
The same goes for laptops.

 

Lets begin with finding the model of your motherboard/laptop.
Press the Win key, type cmd and open the command prompt.
Copy this into the command prompt window: wmic baseboard get product,Manufacturer,version,serialnumber
Under Manufacturer will be the name of your board's/Laptop's Manufacturer name and under Product will be the model number/name.

 

Now open your web browser and google the manufacturer name to find their website, once in look for the sections of the website that say "Support" "Service" "Drivers" or "Downloads".
Once their you can search for your motherboard or laptop model number/name where you will find the drivers for your PC.
At this point you can download all the drivers you need to update for your system, if you know how to update your BIOS then check if that needs updating as well.
Note:You can ignore manuals, compatibility lists, and software as they are not needed.
Once downloaded install each driver one at a time following the prompts and restart the PC if your system requests it.
Now that you have installed the latest drivers you are now up to date! :D

 

Note: Drivers are all about compatibility and optimization, in very rare cases old devices may not be compatible with devices that have the latest drivers but are compatible with the older versions of the driver. (dont ask me why thats just how the cookie crumbles)

3. Cleaning your Windows

Hold down the Windows Key and press X.

Click Command Prompt (Admin).

When the command prompt opens, type ipconfig /flushdns and press Enter.

Type ipconfig /registerdns and press Enter.

Type ipconfig /release and press Enter.

Type ipconfig /renew and press Enter.

Type netsh winsock reset and press Enter.

Reboot your computer.


Open your file browser and navigate to where your devices and hard drives are.
Right click your C: Drive and open properties. Then click Disk Clean-up and follow the prompts to clean your PC.
Once done your PC is now cleaned up!

4. Anti-virus Check-up

A common cause for errors is related to a virus infection on your system. Performing a full-system scan is highly recommended.c
If you don't have an anti-virus or it has been out of date for a while, you can use the software listed in the malware troubleshooting guide.

If the scan does not surface any issues, it may be so that the error is related to anti-virus or similar software being corrupted and falsely blocking Easy Anti-Cheat.
Simply disabling it may not entirely stop the software from interfering with Apex Legends. Please uninstall any such software temporarily to verify that the game launches without it. If the game otherwise starts without issues, proceed to add its installation folder to the exception list.
Instructions on how to do so can usually be found on the software developer's website. Some are also listed inthe anti-virus compatibility guide.

5. Windows Firewall

Add Windows Defender Firewall exceptions: (Control Panel\System and Security\Windows Defender Firewall\Allowed Apps).
Make sure to add and check both boxes for Origin's Launcher program. How programs and anti-virus programs can conflict with Origin.

 

Issues relating to Origin and Apex Legends:

 

 

Spoiler

Updating and repairing the game:
Open your Origin launcher, right click the Apex legends game and click Update Game
.
You can repair the in the same way just choose Repair instead of Update Game.
(If you have and issue with Apex after an update its advised to repair the game incase of file corruption.)

Resolving Saved file corruption:
By default saved games are stored in the cloud and sometimes they may have trouble transfering that data causing corrupt or missing settings.
To keep the the saved settings consistant i suggest disabling the cloud storage. (you wont be able transfer your settings if you were to log into another PC.)

Open the Origin Launcher, click the Origin tab on the top left and click application settings.
Then click the Installs and Saves tab, Disable the Cloud Storage and manually restore your settings in game.
You wont be able to restore your settings but you can store your own save data without the fear of corruption.

Dissecting Everything from your system:

Uninstallers never remove 100% of whats installed and may cause issues if a file became corrupt through download or in some other way, so ill guide you through removing everything.

First unistall Origin and Apex like you would do with any other program. (if the option to uninstall EasyAntiCheat is there uninstall it)
Now go to This PC in windows and right click the C: drive.
Click properties, then disk clean up and follow the prompts to removing temp files.

Then C:\Program Files (x86) and delete: EasyAntiCheat

Then here C:\Users\(PC UserName)\AppData\Roaming and delete: EasyAntiCheat

 

This will be the location of your saved files if you save them locally instead of using the cloud. Deleting this may reset some settings if you do not store your saved files in the cloud!
C:\Users\(PC User Name)\Saved Games\Respawn\ and delete: Apex


Then Navigate to the location of your hard drives Right click your C: drive and open properties, click disk cleanup and follow the prompts.

Once done you install Origin, E.A.C. and Apex legends from scratch.

 

Issues relating to EasyAntiCheat Only (E.A.C):

 

Spoiler
1. Verify connectivity to E.A.C

Ensure you can access our Content Distribution Network by following these links.

You should see the message: 'OK: connection successful'

If neither of the links displays the expected message, make sure that nothing is blocking your Internet connection. If necessary, add Easy Anti-Cheat and the game folder to your firewall exception list or temporarily disable your firewall. Sometimes connection issues are caused by incorrect network router settings. For further assistance, contact your Internet Service Provider.

2. Dissecting and reinstalling E.A.C
Open your file browser and click your location bar like so:


Now type the following loctions in and delete the files mentioned:

C:\Program Files (x86) and delete - EasyAntiCheat

C:\Program Files (x86)\Origin Games\Apex and delete - EasyAntiCheat - EasyAntiCheat_launcher.exe - EasyAntiCheat_x64.dll
C:\Users\(User)\AppData\Roaming and delete - EasyAntiCheat
C:\Program Files (x86)\Origin Games\Apex\__Installer\customcomponent - EasyAntiCheat
Now Open Origin and right click Apex, Then click repair and wait for the E.A.C to be reinstalled.
Once done, run the game to see if this resolved the issue.

Software Conflicts:

 

In some cases Software that Overlays on to games can cause issues. It is advised to out right turn off any overlaying software. (do not just disable Apex Legends from settings of the overlay it will still affect the game.)

Popular Overlay software: Discord and Nvidia Shadowplay.

If you have a system with poor FPS/Ping its advised to close as many background applications as possible.

Disable your GPU Overclock to ensure stability is not the issue.

 

If all else fails...

 

If the advice listed here did not help you fix the game error then your operating system is most likely heavily corrupted or the hardware is broken. If you have been seeing random system crashes before, we strongly recommend performing a clean Windows installation. A drastic measure, certainly, but one that will ensure that nothing is interfering with the game.

Alternatively, you can ask us for assistance by sending tech support ticket.


Source: https://www.easy.ac/en-us/support/apexlegends/guides/hardware/


You can also find more advanced error resolutions here and in-depth troubleshooting here.

 

Guide to supplying all the info they need and more: https://answers.ea.com/t5/Technical-Issues/No-error-code-Read-here-for-extended-diagnositics-support...

 

Known Unique Issues:

 

If you have an AMD FX6000 series CPU, disabling 2 cores results in no crashes as mentioned here.

 

Roll back your GPU drivers. We know updating them to the latest version is ideal, but we're seeing drivers 417.71 & 417.35 stop crashing for players

 

 

Credits: @The_Tibber @EA_David @EA_Blueberry 

Message 1 of 9 (19,630 Views)

Re: In Depth Trouble shooting Guide

★ Apprentice

"If the advice listed here did not help you fix the game error then your operating system is most likely heavily corrupted or the hardware is broken."

 

Actually hilarious.

Message 2 of 9 (19,526 Views)

Re: In Depth Trouble shooting Guide

Champion

Its literally everything removed from the OS that could be left behind and addressed any outdated drivers.

there is little to no other way the problem could be the game itself. :P

Message 3 of 9 (19,171 Views)

Re: In Depth Trouble shooting Guide

★★ Novice

Sorry but this is the problem. The amount of crashes are too significant for the entire blame to be the user. Out of hundreds of games I've played on multiple systems from Windows XP all the way to Windows 10 in the last 10 years, I have never had a game crash as consistently as Apex Legends. The game itself is amazing, but unless the blame gets lifted from the users and you recognize that the game is not stable on functional systems (even if it's the minority of them), the game will continue to crash. It's been over a year since this thread started, and the problem still persists. At this point there is no excuse for blaming the end user. If debugging the game is an overwhelming challenge, that's fine, but you HAVE to be open about it.

 

The game should run consistently well, even if a system isn't mint condition. This is the standard that is expected of AAA titles.

Message 4 of 9 (14,804 Views)

Re: In Depth Trouble shooting Guide

★★★★ Novice

I've played this game in season 0 and made to level 100 with lots of crashes - but understandably it was just after the game launched so you had to have some patience and faith that the game will be fixed. I had a long break since then and started playing two weeks ago and I must say... nothing changed, game is crashing randomly as it was before - no clue why and when - PC is updated and optimized for gaming - pretty good setup 1080ti strix + 7700k.

FIX THE GODDAMN GAME

Message 5 of 9 (14,704 Views)

Re: In Depth Trouble shooting Guide

★★★ Novice
@MistaPengTTV
Agreed! I have a very good system and have everything checked and up-to-date (since im a developer myself). and this is the only game out of all my games that crashes. LOL
Message 6 of 9 (10,740 Views)

Re: In Depth Trouble shooting Guide

★★★★ Novice
@TooTzGB bro its the game... all other games are perfect.. Apex is the problem..
Message 7 of 9 (6,822 Views)

Re: In Depth Trouble shooting Guide

★★ Novice

I have an i9 10900k with a 2070 super, and 16 GBS of ram, its definitely the game lmao

Message 8 of 9 (5,179 Views)

Re: In Depth Trouble shooting Guide

★★★ Newbie

Yep i got an Amd Ryzen 5 4600h, 16gbs of ram and a gtx 1650ti and im having issues loading this game Frown

Message 9 of 9 (3,226 Views)