Crash at Opening Game of EPL Season

Hi Zac, looking into this issue for you now.

Can you tell us what country you are located in please? 

Have you installed any extra files or third party packs? 

If you are on Windows and use the crash reporter, you can send with some text and let us know what text you used and we can take a look. 

Thanks,

Lucas

 

1 minute ago, Lucas said:

Hi Zac, looking into this issue for you now.

Can you tell us what country you are located in please? 

Have you installed any extra files or third party packs? 

If you are on Windows and use the crash reporter, you can send with some text and let us know what text you used and we can take a look. 

Thanks,

Lucas

 

Hey - I am in the States. I do have some third-party files installed. I just sent in a message via the crash reporter on Windows. Thank you so much!

Thanks for sending the file.

And just to confirm, you're not using a VPN at all?

3 minutes ago, Lucas said:

Thanks for sending the file.

And just to confirm, you're not using a VPN at all?

Text should be, "This is zachalxnder. I am in the States. Using mods." I am not using a VPN.

I got it in the end and worked it out, hence hiding my post. Thank you. 

I can see the information we need now to look into this so I will let you know if there's any further updates for you.

In the meantime, can you try going into your preferences please. 

In the General tab, set the following:

Search for data, and untick "Enable Data Collection"

Let me know if that lets you play the match you can't get into. 

Thanks

13 minutes ago, Lucas said:

I got it in the end and worked it out, hence hiding my post. Thank you. 

I can see the information we need now to look into this so I will let you know if there's any further updates for you.

In the meantime, can you try going into your preferences please. 

In the General tab, set the following:

Search for data, and untick "Enable Data Collection"

Let me know if that lets you play the match you can't get into. 

Thanks

Thank you so much. Unfortunately, that did not work. I went ahead and uploaded another report with the text "Crash after unticking - zachalxnder." Thanks again.

Just now, zachalxnder said:

Thank you so much. Unfortunately, that did not work. I went ahead and uploaded another report with the text "Crash after unticking - zachalxnder." Thanks again.

It was a bit of a shot in the dark.

If you go to preferences, clear your cache and then restart the game, that's the last thing I'd suggest trying for now. I'm not 100% whether this will get you past the issue but worth trying nonetheless until we can look into this further. 

Thanks

6 minutes ago, Lucas said:

It was a bit of a shot in the dark.

If you go to preferences, clear your cache and then restart the game, that's the last thing I'd suggest trying for now. I'm not 100% whether this will get you past the issue but worth trying nonetheless until we can look into this further. 

Thanks

No worries. That did not work either. But I appreciate it. For what it is worth, I am able to move past the game and date with a third-party file. 

Thanks, we'll be in touch if we have an update for you.

28 minutes ago, Lucas said:

Thanks, we'll be in touch if we have an update for you.

Can now confirm it is an issue before every game

Sorry to hear that. We will look into this as a priority. 

1 hour ago, Lucas said:

Sorry to hear that. We will look into this as a priority. 

I just did a full reinstall and everything is working now.

Thank you, are the settings set the same as before or from what I asked you to set them to?

4 minutes ago, Lucas said:

Thank you, are the settings set the same as before or from what I asked you to set them to?

Currently at what you asked me to set them to, though those are the only changes

Ok, that actually may have helped you in this instance and is good to know. 

We will continue to investigate. Thanks.