Hey everyone. 

I just wanted to follow up here and mention that the issues we were seeing yesterday should be resolved now. 

If you're still having any trouble connecting to Apex Legends please give us a shout. 

Thanks!

/Kent

Hey all. 

Looks like there might be a PSN hiccup at the moment. Seeing reports of connection issues across most of our games.

I started up my own PS4 and got a notification that PSN was down for maintenance. I'd recommend giving it another try in a bit to see if you're able to connect. 

/Kent

Hey @SageNightmare. 

I'm afraid we aren't able to investigate missing content here on Answers HQ. When you've got a chance I'd recommend getting in touch with the EA Help team so they can pull up your account and take a look. 

For more information on how to set up a case with them check out the EA Help website. 

/Kent

@Neeetriht 

It could be dust build-up. You may also be able to adjust your fan curves to see if you can get them to run a little faster and push more air through, though that can get noisy. 

/Kent

@KundaScialo 

You're welcome! 

I'm glad to hear you were able to play without any crashes. It sounds like there might be an issue with that particular AMD software, but I'm afraid that's a bit outside of my realm for troubleshooting. It might be best to reach out to AMD support to see if they have any suggestions on steps you can take to help out with that. 

/Kent

Hey @HEXA_Denis_FpsTV. 

Does it seem like the FPS drops have been happening at a certain spot in the map, or is it just totally random? Would you also be able to grab a DxDiag and share it here as well? 

You can find more info on how to pull one up over at the EA Help website. Once you have the file please attach it to this thread. Thanks!

/Kent

Hi @TriggerWordz. 

When you have a chance could you try repairing Apex Legends in Origin to see if that helps at all? If you right-click on the game in the Origin Library you should see a Repair option when the menu comes up. 

Let me know if you're still getting the same error message after that. Thanks!

/Kent

@KundaScialo 

Much appreciated!

Looking through the diagnostics section in the DxDiag you attached I noticed a few programs have been crashing, but one that stands out is AUEPMaster.exe. I'm wondering if the AMD User Experience Program crashes are related to the issues you've been seeing while you're trying to play Apex Legends. 

If you don't mind reinstalling Origin and Apex Legends, can you try something for me? I'm curious to see what happens if you start up your PC in a Clean Boot before you launch the game. If the crashes are related to something else running on the PC that might help get around it. For more details on how to set one up check out the EA Help website. 

Let me know if you're still running into the same crashes afterward. Thanks!

/Kent

Hi @KundaScialo. 

Would you mind sharing a DxDiag with us when you have a chance? For more info on how to pull one up check out the EA Help website. 

Once you have the text file please attach it to this thread. Thank you!

/Kent

Hey @LyderPro. 

Which platform are you playing on? Have you had a chance to try any sort of troubleshooting at all since it started happening? 

/Kent

Hey @DrBromance69. 

I'm sorry to hear about what happened in your situation, but the EA Help team reviews all inquiries like this on a case-by-case basis. It sounds like they were unable to validate your proof of purchase, but that doesn't mean the same thing will happen in every case. 

If you didn't receive coins that you purchased it would be best to contact the EA Help team so they can take a look using the steps I mentioned above. They'll work on verifying proof of purchase with you to get the coins sorted out. 

/Kent

@Neeetriht 

The high temperatures might be the culprit. Most hardware is able to throttle itself when temperatures get too high to avoid damage to components, but that can often have side effects like diminished performance or crashing. 

Is it your CPU or GPU that's running hot, or is it both? Have you checked to make sure they're getting good airflow? 

/Kent

@1092adws 

Are you also getting the "invalid account" error message as well, or is it something different? 

/Kent

@ProdigyOnWiiFit 

Your account was reset entirely? That's definitely strange. Were you always playing on PS4 using the same account? 

/Kent

Hi @pulloutthecoupe. 

When you've got a chance can you try resetting the password for your EA Account to see if that helps? That can sometimes fix the invalid account error. For more info on how to reset it check out the EA Help website. 

If you're still getting the same error message after that please reach out to the EA Help team so they can pull up the account and take a look. You can find more details on how to create a case with them over at the EA Help site. If you prefer you can also speak with them via Twitter or Facebook as well. 

/Kent

Hey @Octdank. 

It's really rough to hear about what happened with your account, but unfortunately account bans aren't something we're able to investigate here on Answers HQ. The Terms of Service team would need to take a look at your account and determine if the ban could be overturned. 

When you have a chance please set up a case with them so they can take a look. You can find more details on how to contact them over at the EA Help website. The team will follow up with you via email as soon as they can. 

/Kent

Hey there, 

Thanks for the updates on this. 

If you're still running into this same issue after trying all the steps that were recommended in this thread, could you try running a UO Trace? That's a test that will give us a detailed look at the connection between your device and the servers, so if there's something happening in between we should be able to spot it. 

To run the test you would need access to a PC on the same network as your console. If you do, check out the EA Help website for more info on how to run it. Once you have the results please send them to me in a direct message. 

Thanks again. 

/Kent

Hi @Yoga-Goats.

I'm afraid there is no cross-platform saving for Apex Legends. If you start playing on PC after you were previously playing on Xbox you would be starting over from the beginning. 

/Kent

Hi @redcomet445. 

If you're still not seeing those coins on your account please reach out to the EA Help team when you have a chance. Unfortunately we aren't able to look into missing coins here on Answers HQ, but the EA Help team can pull up your account and help out with that. 

For more information on how you can get in touch with them check out the EA Help website. 

/Kent

Got it, thanks!

Do you have Apex Legends installed on the same drive as Windows and Origin, or are they on different storage drives? If they're on separate drives, would it be possible to move them so they're on the same drive to see if that makes any difference? 

I've seen cases where having them installed on separate drives can lead to some weird issues, so I'm wondering if that might be what's happening here as well. 

/Kent