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EA_Kent

Community Manager

4 years ago

Re: Prime Gaming + Twitch not connecting with EA :/

Hey @TheusCyan,

Is it possible that your Twitch account might have been connected to a different EA Account at some point?

About Apex Legends Technical Issues

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Ps4 Packet Loss/Latency","readOnly":false,"editFrozen":false,"showMoveIndicator":false,"moderationData":{"__ref":"ModerationData:moderation_data:5374905"},"body":"

Hi @Sarkemagn.

\n\n

I'd like to try running through some troubleshooting steps to see if we can help out with the issues you've been seeing. First, I'd recommend starting off with the basic connectivity troubleshooting steps over at the EA Help website.

\n\n

If it keeps happening after that I'd recommend checking out the PS4-specific steps as well. Let me know if you're still seeing any of the same lag issues afterward.

\n\n\n

/Kent

","body@stringLength":"851","rawBody":"

Hi @Sarkemagn.

\n\n

If it keeps happening after that I'd recommend checking out the PS4-specific steps as well. Let me know if you're still seeing any of the same lag issues afterward.

\n\n\n

/Kent

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Ps4 Packet Loss/Latency","moderationData":{"__ref":"ModerationData:moderation_data:5374906"},"body":"

Hi @EA_Kent,

I have followed the connection troubleshooting with no relief. I play on Sydney Servers and my ping ranges from 9-14ms to 11-16ms when I log into game. Changing DNS did not assist either (I tried a variety of these). You can view my pingpath results attached to my OP.

With regard to PS4 specific steps;

- I can confirm that my network ID is linked with my EA Origins account.

- System is up to date.

- Have no corrupted files.

- I have also made sure that Upnp is enabled and Opened Ports on my router.

Even though my ping is displayed at 9-14ms to 11-16ms when logging in, during gameplay I am constantly experiencing packet loss. It's as though my character is running through mud, gameplay is not smooth at all. Can't slide, other characters often skip frames, not a very good gaming experience.

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@Sarkemagn

Thanks for giving it a shot.

\n\n

I took a look at the pathping you attached earlier, and I did notice some packet loss on a couple hops. When you have a chance could you try running another one after you ran through those troubleshooting steps? I'm curious to see what it looks like afterward.

\n\n

Once you have the results please attach the file to this thread. Thanks!

\n\n\n

/Kent

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@EA_Kent

Please find traceroute and pathping results. Apologies, just realized I didn't run both when I made the OP.

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@Sarkemagn

\n\n

Much appreciated!

\n\n

Looking at the newest pathping you attached I noticed there is some packet loss happening on the first hop, which is the connection to your router/modem itself. Are you using a wifi connection, or were you connected with a network cable?

\n\n\n

/Kent

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@EA_Kent I used a laptop and WiFI to perform the tests as I have no means of fixed connection other than my Ps4.

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Got it, thanks!

\n\n

That might be where the packet loss is coming from in the tests you ran. If there was a wifi signal issue that could be the reason. If your PS4 is on a LAN cable it might not be seeing that same packet loss.

\n\n

That said, have you had a chance to try changing your PS4 do a different DNS to see if that helps? I've seen some cases in the past where using a different DNS can help with issues like this. To update the DNS settings on your PS4 follow the steps below:

Open up the Settings on your PS4, then go to Network. From there go to Set Up Internet Connection, and select either WiFi or LAN cable depending on what you're using.
Select Custom > IP Address Settings (Automatic) > DHCP Host Name (Do Not Use) > DNS Settings (Manual)
Enter the Primary DNS as 8.8.8.8 and the secondary DNS as 8.8.4.4 -- This is the public Google DNS (if there is a different open DNS you would prefer using that should be fine)
Select Next > MTU Settings (Automatic) > Proxy Server (Do Not Use) > Test Internet Connection

Let me know how that goes when you can. Thanks!

\n\n\n

/Kent

@EA_Kent

As stated in my previous response, 'I have followed the connection troubleshooting with no relief. I play on Sydney Servers and my ping ranges from 9-14ms to 11-16ms when I log into game. Changing DNS did not assist either (I tried a variety of these)'

I have tried all popular DNS such as the google DNS you listed as well as local DNS, I have tried a variety of MTU settings including automatic also.

I still get packet loss every single game, it doesn't run smooth at all.

As mentioned in OP this started after an update early in Season 4.

I've been playing Apex since the end of Season 1 and never had any issues previously.

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@Sarkemagn

\n\n

Got it, thanks.

\n\n

I'll forward up these details for a look.

\n\n\n

/Kent

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@EA_Kent

Any update on this?

Still having the same issues.

I'm playing Apex less and less because of this and at the point where I'm considering giving up the game.

It's evident from these forums and the wider online gaming community that this issue occurs for a large number of users, and has been occurring for a significant amount of time, yet it's still here.

As a consumer, why should I continue to use this product, or any of your other products?

Highly disappointed with your brand and product.

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@EA_Kent ?????????????????????????????

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Same here, all servers have packet loss of 2% all day everyday running a wired connection... I’ve port forwarded apex ports and ps4 ports, changed dns multiple times and still nothing is changing, has to be a EA server side issue that needs to be fixed, but I guess they really can’t be bothered as they are too busy making new shiney skins to make money! Shameful!!

i am also having this issue my ping is normally 46-50 to south Carolina and now its 80 also im getting better connection to Dallas and new York but im in Florida also Virginia server is -100 and all the way at the bottom.

Hello, @mia4200

\n\n

What system are you playing on and do you use a wired or wireless connection?

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Kent this is old but I dont know how to fix this promble in season 8. The game is unplayble. I love apex but i may have to stop playing the game.I a play on ps4 and this just started when season 8 came out

Sadly I have the same issue. In the past for 1 week was fine but right now it's fully unplayable. And I spend a lot of money in this game. What can we do. I personally try every fix. Change dns, connect lan or wifi.

Hey there,

\n\n

If this is happening to you recently, have you tried switching to any other datacenters to test and see if that makes a difference at all? I'm curious if this is only happening on specific servers, or if it's the same regardless.

\n\n\n

/Kent

I had 115ping with 2% packet loss... with the same internet i used this method to connect and went to 80ping and 0% packet loss. Instantly feel how smoother my gameplay is. Thank youuu

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I apologize for any inconvenience caused. Regarding the persistent packet loss issue you're experiencing in Apex Legends, it appears that despite your efforts to resolve it through port forwarding and DNS changes, the problem remains. You suspect that it may be a server-side issue on EA's end that needs to be addressed. I recommend reaching out to the official support channels for Apex Legends to report the problem and seek assistance. Additionally, you may consider using a Packet Loss Test tool to gather more specific information about the issue.

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