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Season 3 - Zeel's Troubleshooting in-depth Guide

by Zeelmaekers
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Season 3 - Zeel's Troubleshooting in-depth Guide

[ Edited ]
Champion

Hey everyone.

 

I see a lot of technical issues popping and want to centralize them in one post for easy troubleshooting. I'll be updating this post frequently so most information you'll find here will not be out-dated.


Not all fixes will be found by me and I'll link to the player profile that discovered the fix.

 

Feedback is appreciated, if you see typo's or have other troubleshooting tips please contact me in Direct messages.
I will also not give any support in the commands of this post, if the issue is not solved please create a new post.

 

Latest update: 08/12/2019 

 

Current known issues. 

  • Reduced performance / Lag spikes (PC) Solved ✓  
  • Easy Anti Cheat untrusted file .DLL Solved 
  • Mouse stuttering Solved 

  • Apex Crashes on Startup Solved 

  • Client freezes Updated! 
  • Engine Error - Profile.cfg Solved 
  • Unable to connect to EA Servers. Solved 

Troubleshooting2.png

Reduced Performance / FPS
Reduced performance could happen for numerous reasons.
I'll go in-depth on a couple of troubleshooting methods that solved the issue for most people.

Recommended troubleshooting:

Clean Booting

Clean boot your system, this will tell you if a program interferes with Apex Legends.
If you can run Apex Legends after this clean boot without FPS drops, try disabling some Overlay programs or other programs that get executed on startup.

Troubleshooting EasyAntiCheat.

Open your File explorer and locate to: C:\Program Files (x86)\Origin Games\Apex
And delete the following files:

  • EasyAntiCheat
  • EasyAntiCheat_launcher.exe
  • EasyAntiCheat_x64.dll

Then locate to:

C:\Program Files (x86)\Origin Games\Apex\__Installer\customcomponent 

And delete the following files:

  • EasyAntiCheat

Then restart Origin, go to Game Library, click on Apex Legends.
Then go to settings -> Game Properties and repair the game.

Credits: ZeelmaekersThe_Tibber & EraVentura

 

Clean Driver install 

Download DDU (Display driver uninstaller),

Run it and Have it remove all NVIDIA Software / Drivers.

If you previously Owned an AMD, have it remove those as well.

Download the Driver Package.

Install drivers using Custom.

Uncheck the services you do not use.

Check the Clean Install box.

Locking FPS in advanced Launch options
Open Origin, click on the top bar View.
Now open Game library and click on Apex Legends.
Here you will find settings when you press that click on Game Properties.
Go to Advanced Launch Options.
Now click on the text box below Command Line Arguments:
Type here: -refresh X and +fps_max X
Depending on the refresh rate of your monitor you have to change the X 
Most monitors have a 60 - 120  or 144 Hz refresh rate.
Example for a 144Hz monitor:

Zeel-guide.png

Apex Legends Priority.

After some investigating I noticed people followed "Apex performance guides" that involves going into Regedit adding lines and changing variables to set Apex Legends to a High priority.
This causes Apex Legends to become unstable on lower-end systems and causing instability and in some cases crashes.
Never change anything in the Regedit if you don't have a restore point or if you don't know what you are doing.

If you have followed one of these guides and locked Apex on High priority, here you can find the needed steps to restore your Priority back to normal and for people with CPU issues: Below Normal.

 

Only do these steps if you are sure you changed the priority in the Regedit!
Press the start key (windows key) and type here Regedit or Registry Editor.
Open this program and follow the path:

Find the folder: Hkey_Local_Machine then Software
When you are in Software locate to: Microsoft.

Here you will find Windows NT open this and locate to CurrentVersion

Here should be a folder: ImageFileExecutionOptions open this and you should find a folder r5apex.exe.
Click this open and click on the file indicating CPU priority.
Here change to number to 2 for normal priority.
If you do not see an r5apex.exe folder, that's even better can you can use the troubleshooting steps below.

If you having 100% CPU usage and it throttles sometimes or a lower-end CPU.
Don't change to number to 2 but fill in 5.
This will make Apex Run in a lower priority and will make sure Apex is stable in most cases.

If you haven't changed the priority in Regedit.
Open task manager and have Origin Running in the background.
Find the Origin task, right-click and click Open details.

Find Origin.exe and right-click it, now select set priority.
Here, set Origin to Normal or Below normal.
(This could / Will affect other games, so normal is recommended!)

 

If you are using any advanced launch commands.

Make sure to check and remove the -High command out this textbox.
If your system is running fine then it's not really needed but if you are experiencing some lag.
It's worth to check if this is causing the issue.

 


Troubleshooting-ahq.png

Easy Anti Cheat Untrusted File .DLL
This problem happens when the game loaded a system dynamic-link library file that failed an integrity check.
The error is most of the time solved with repairing those files using the command prompt.
Recommended troubleshooting:

Press your windows key, type CMD.

Then right click the command prompt icon and run as administrator.

 

Now type here: DISM /Online /Cleanup-Image /CheckHealth

This can could take a couple minutes to start and maybe around 30 minutes to complete.

 

When that is done, try to run the sfc /scannow.

When you see Verification 100% complete, type exit and reboot.

Now try to launch Apex Legends again.

 

If this did not solve this issue.
It could be that your computer is infected with a virus.
therefor scan with an antivirus tool recommended: Malwarebytes

If you finished this scan now launch Ccleaner and run a Registry Cleaner.
Make sure you do the recommended steps and save the Registry, just to be sure.
When this is done, reboot your system and Launch Apex Legends


Mouse-stuttering.png

Mouse stuttering
Some players are experiencing the cursor/mouse stuttering when Apex Legends is running.

Some have Apex running as a high priority application that causes this issue.

Recommended troubleshooting: 

Check the priority of Apex Legends in Task Manager.
Open task manager when Apex Legends is running in the background.
Find the task in the list, right-click and click Go to Details.
The r5apex.exe should be highlighted in the tab Details.
Right-click it and go to set priority and make sure this is on normal.


crash.png
Apex Legends Crashes after EAC pop-up
Lot's of players are reporting Apex is crashing on startup after the easy anti cheat pop-up
I'm currently investigating this issue and troubleshooting this issue.
I'll update this post when I have more information.
Recommended troubleshooting: 

Troubleshooting EasyAntiCheat.

Open your File explorer and locate to: C:\Program Files (x86)\Origin Games\Apex
And delete the following files:

  • EasyAntiCheat
  • EasyAntiCheat_launcher.exe
  • EasyAntiCheat_x64.dll

Then locate to:

C:\Program Files (x86)\Origin Games\Apex\__Installer\customcomponent 

And delete the following files:

  • EasyAntiCheat

Then restart Origin, go to Game Library, click on Apex Legends.
Then go to settings -> Game Properties and repair the game.

Removing Easy Anti Cheat from Firewall / Anti Virus.
Open your anti-virus software and locate yourself to the exception folder.
If you have here added an exception for Easy Anti Cheat, try to delete this exception and see if this solved the issue.

Download latest Visual C++

Update to the latest version of Visual C++ by following the link below.
Click here to download the latest supported Visual C++ 


freezing.png
Random Freezing

Players are reporting their game client freezing randomly.
Most of the time these freezes happen in champion select, before dropping/ on landing and in combat.

The issue causing these freezes hasn't been found yet.


Recommended troubleshooting: 


Turning off Discord Hardware Acceleration.
Open discord settings and appearance and scroll down to Advanced.

Check if Hardware Acceleration turned off, if not move the slider to the left

Removing friends
As some freezes look friend-list related deleting friends with special characters / using the Chinese / Russian language could solve this issue.
Source:Reddit: Apex Crash 

Forcing Origin / Apex Legends to use fewer cores
People in the Apex Legends discord are confirming reducing the available cores.
How you can do this is as following:

  • Open Origin and let it run in the background.
  • Open task manager and look for the Origin service.
  • Right-click Origin and click go to details.
  • Here Origin will be highlighted and right-click again.
  • Select the set Affinity option.
  • Here uncheck one of the cores, preferable the last core in the list.

Do not uncheck Core 0 as this can make Apex Legends unstable in some cases.
If you tried changing the Affinity of Apex Legends, you will get the error message Access Denied.
You can only change the affinity of Origin or you will have to go into Regedit (not recommended)


Engine error.png

Engine Error: Profile.cfg

An error that is popping up after the December 3rd update is the Profile.cfg error.
what causes this issue is not clear but can easily be fixed with the steps below.

Recommended troubleshooting: 

Navigate to the shown folder (the path is C:/Users/<YOUR USER>/ , not the "admin" as in the picture), and rename/delete the mentioned file.
After you deleted the file, repair the Apex Legends and launch the game again.
The issue should be solved after those steps.
Source: ku4eto#2715


Connection-issues.png

Connection Issues

Common Connection troubleshooting (PC/PS/XBOX)
If you are experiencing disconnects, check first if EA is experiencing connection issues.
They will tweet this out on their twitter:@EAHelp or on the help page found here: EA Help - Apex Legends
Click on the top right server status, here will the Xbox, PlayStation and PC server be displayed separately.
If the servers are down, @EAHelp will give frequent updates and answer any question you may have.

 

Sever online but still having connection issues? 
Sometimes you cannot reach the EA servers this could have various reasons and we will go over the common and more advanced troubleshooting methods.


Power cycle your network devices.
Sometimes cold booting or power cycling your device can solve the issue.
Turn off your device and unplug it. wait for 20 seconds before you plug your device back in.
When the 20 seconds have passed, plug your device back in and see if you can connect to the EA servers.

Flushing DNS
A DNS flush on your system is often an effective solution if you’re experiencing technical problems.
 open your Start menu and type CMD
Now right-click the window and run as Administrator.
Now type here: ipconfig /flushdns
Wait till this is done and close the command prompt.

 

Opening Ports
Having connection issues with your EA games? You can open (forward) some TCP or UDP ports for troubleshooting.
This could drastically improve your network connection with the EA Servers.
For an easy read guide, please visit EA Help - Opening Ports

 

Using A GPN or VPN
Sometimes your packets use too many hops that lead to a high ping.?

Therefore using a Virtual Private Network could lower the number of hops your packets have to take and improve your ping and packet loss.
Recommended GPN: WT Fast
Recommended VPN: TunnelBear


Switching DNS
Switching to a different DNS is a techie trick that can help you if your DNS is unreliable.
if something goes wrong with the DNS you are using, you can experience lag or get no connection at all.
For an in-depth guide on how to change DNS click the link below.
Zeel's Troubleshooting guide - Changing DNS

 

Huge shoutout to Apex discord users: Niris#3268 and Ghost Saigi_#0381
For testing and giving me feedback when troubleshooting these issues.


Thanks for reading and I hope this post solved the issue you had.

If you use this post as inspiration to help others, please link this as the source.

 

Have fun playing Apex Legends and thanks again for reading.
This is a community made post, I do not work for EA.

 

Zeelmaekers

_____________________________________________________________________________
I am a volunteered Champion, not an EA employee.
Found a cool post ? Give it +XP, they will appreciate it.

Was it the solution to the question ? Mark it as solution 
Apex Legends Troubleshooting guide: Zeel's Troubleshooting guide

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Re: Season 3 - Zeel's Troubleshooting in-depth Guide

[ Edited ]
Champion

Changing DNS


Her you will find an in-depth guide on how to change your DNS.
All steps are easy to follow, The DNS I recommend is the one of Google.


w10.png

Change DNS Windows 10:
Right-click the bottom left windows icon (start menu).
Select Network Connections.
On the left you will find a tab Ethernet, here you will find an option Change adapter options.
When you clicked on this a new window will open up showing your network card, right-click your network card and select properties.
Scroll down till you find the option: Internet protocol Version 4(TCP/IPv4).
Highlight this by clicking on this once and click on Properties.

Here you will find on the bottom the DNS settings.
select the Use the following DNS server addresses.
Now fill in the DNS of Google:
Preferred DNS server: 8.8.8.8
Alternate DNS server: 8.8.4.4

Click ok and close this window.

Now locate the Internet Protocol Version 6(TCP/IPv6) and click it to highlight it.
Select properties and now select "use the following DNS server addresses:"
Now fill in the following:
Preferred DNS server: 2001:4860:4860::8888
Alternate DNS 
server: 2001:4860:4860::8844



Xbox.png
Change DNS Xbox:
Go to the Xbox One home screen, then go to settings.
Click on Network then Advanced settings then DNS settings.
and click on Manual.
Now fill in the DNS of Google:
Preferred DNS server: 8.8.8.8
Alternate DNS server: 8.8.4.4

Now locate back to the home screen.



pos4.png
Change DNS Playstation:
Scroll right to Settings and go to Network.
Click on Set up Internet connection and click on the type of connection you use.
Now select the following: IP Address Settings (Automatic), DHCP Host Name (Do Not Use), DNS Settings (Manual).
Now fill in the DNS of Google:
Preferred DNS server: 8.8.8.8
Alternate DNS server: 8.8.4.4
Then MTU settings Automatic and locate yourself back to the Home screen.

_____________________________________________________________________________
I am a volunteered Champion, not an EA employee.
Found a cool post ? Give it +XP, they will appreciate it.

Was it the solution to the question ? Mark it as solution 
Apex Legends Troubleshooting guide: Zeel's Troubleshooting guide

Message 2 of 16 (10,483 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

Champion

Reserved for future posts.

_____________________________________________________________________________
I am a volunteered Champion, not an EA employee.
Found a cool post ? Give it +XP, they will appreciate it.

Was it the solution to the question ? Mark it as solution 
Apex Legends Troubleshooting guide: Zeel's Troubleshooting guide

Message 3 of 16 (10,476 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★★ Novice

Thanks for this clear and all around great post.

 

This goes to eleven.

Message 4 of 16 (10,114 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★★ Novice

How do i do that on ps4 pro?

Message 5 of 16 (10,089 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★★ Novice

Thanks for this awesome guide, I am facing the "freezing and 100% cpu", and the game is almost unplayable, hope it will be fixed soon.

Message 6 of 16 (9,938 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

Champion

Tremendously useful posts Zeel. Thanks for your efforts!



I do not work for EA. I'm a volunteer. Angel


If my post was helpful or contained useful information please give XP. Wizard


If my post was very helpful or answered your question 'Accept as Solution'. 

Message 7 of 16 (9,507 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★★★ Newbie

Im on xbox and I havent been able to play a single proper game in a week. A cluster Truck of problems from constant freezing to, consistent laggy, stuttering games. I havent even been able to get into games to begin with. But i power cycled my router and changed my dns server and it worked like a charm. Thank You good sir.

Message 8 of 16 (9,089 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★ Newbie

literally had to revive my account to give credit to this man

EA promote this guy to mod, please.

Message 9 of 16 (6,079 Views)

Re: Season 3 - Zeel's Troubleshooting in-depth Guide

★★★★★ Newbie
@Zeelmaekers thank you it worked Standard smile
you sir are a genius
Message 10 of 16 (5,903 Views)

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