The game freezes when I move my mouse

[Maxthurr]

When I move my mouse, the game freezes, I tried to lower my mouse's refresh rate, close G hub before launching the game and neither of those worked. This makes the game unplayable and I don't know how to fix it. 

[EA_Kent · Accepted solution]

Hi @Maxthurr. 

When you have the chance can you try setting up a Clean Boot on your PC to see if that helps at all? If this is being caused by something else running on your PC that may help stop the mouse issues. 

For more information on how to set one up check out the EA Help website. Let me know how that goes when you have a chance. Thanks!

/Kent 

[EA_Kent · Accepted solution]

Hi @Maxthurr. 

When you have the chance can you try setting up a Clean Boot on your PC to see if that helps at all? If this is being caused by something else running on your PC that may help stop the mouse issues. 

For more information on how to set one up check out the EA Help website. Let me know how that goes when you have a chance. Thanks!

/Kent 

[EA_Kent]

Hey @Maxthurr. 

Were you able to get a Clean Boot set up? Are you still running into any issues with the game freezing up? 

/Kent

[Maxthurr]

Hey, no I don't have this problem anymore. I just deactivated the windows 'Enhance pointer precision' and it did worked.

Thanks anyway! 

[CarcinusMaineus]

Hi Kent,

My brother and I have been having this exact same issue for several months, we've been daily Apex players since launch but this bug makes it impossible to play. I had this issue when I played on my gaming laptop but since building my own PC the issue is resolved for me, however my brother has struggled with it for months. We saw this recent thread and decided to try the Clean Boot set up that you mentioned hoping there was a new fix to this. For the first 15 seconds of the first game the issue seemed resolved but immediately reverted to the old bug, where any mouse movement resulted in huge stutters and impossible playing conditions. See this clip for what happened after the "clean boot": https://youtu.be/sxVQXAnRYGM. We've also tried lowering mouse refresh rate, making sure all drivers and devices were updated, uninstalling other mouse/pointer devices, disabling the "enhance pointer precision" feature, disabling "scroll inactive windows", disabling cortana, disabling NVidia high definition audio, changing the process priority, booted as admin, turned off overlay software for Discord and Origin, and several others. Do you have any thoughts on what next step we should take? We're happy to provide any additional info that may be relevant (mouse and device model, etc)

[EA_Kent]

@CarcinusMaineus 

From the video you linked it looks like you're getting prediction errors when the game starts hitching up like that. It might actually be connection-related rather than a problem with the mouse. Can we try out some connectivity troubleshooting to see if that helps at all? 

A good place to start off would be with the basic connectivity steps over at the EA Help website. If it keeps happening after that check out the PC-specific steps as well. Let me know how that goes when you have the chance. Thanks!

/Kent

[CarcinusMaineus]

Hi @EA_Kent ,

Thank you for the information! He has had unstable internet connection for awhile now, but there used to at least be good days and bad days with the mouse connection. But recently it has been a consistent problem. He ran the UO Trace program and got a very wide range between best and worst ping (~12 - 256), so maybe it is an internet connection issue. The problem is fixed when switching to a non-gaming wireless mouse, do you know why that may be? My thought was maybe a lower polling rate would help but he did manually decrease the polling rate on his gaming mouse with no effect.

He has been in touch with the ISP for about a month now, trying to get the connection serviced, but they haven't had any success in the last few service visits. Do you have any other ideas of things that he could do to help if the internet connection is the source of the problem? Again, thank you for your attention to this!

[EA_Kent]

Hey @CarcinusMaineus.

I appreciate the update!

What type of gaming mouse do you use? Does it have its own software to manage profiles/settings? 

/Kent

[CarcinusMaineus]

We both use the Logitech G305 wireless mouse, so he's been able to use GHub to fiddle with polling rate etc.

[EA_Kent]

@CarcinusMaineus 

Got it, thanks. 

Can you try something for me when you have a chance? I'm curious what would happen if you set up a Clean Boot on your PC before launching Apex Legends. For more details on how to set one up check out the EA Help website. 

Let me know if you're still seeing the same issues with your mouse movement afterward. Thanks!

/Kent