PS4 - Game keeps crashing, never used to happen? How to fix?

WhoSlappedThePie

Hi, so at the end of most dungeons, my game crashes... when I start a trial with 12 people, i travel in and my game crashes.

mid-way in the trial/dungeon, my game crashes... this never used to happen but happens a lot lately and i'm not sure how to fix it? Whenever it crashes, i'm in a PS4 party and I don't get disconnected so it is not my connection?

Do i need to delete some files or something through the PS settings? Or does anybody know how I can fix this? Like I said, this only start the last week or so and now it won't stop.. Thanks!

Apache_Kid

When you crash is the console making a stuttering sound and taking you back to the console dashboard or is it taking you back to the ESO title screen.

AnviOfVai

Are you crashing as in "ESO has encountered a problem?"

MrsPink

Apache_Kid wrote: »

When you crash is the console making a stuttering sound and taking you back to the console dashboard or is it taking you back to the ESO title screen.

Is it a bluescreen crash or just being kicked out of the instance?

dotme

https://help.elderscrollsonline.com/app/answers/detail/a_id/36158/~/how-do-i-delete-the-elder-scrolls-save-data-on-console

WhoSlappedThePie

Sorry, it takes me back to the title screen saying "ESO has encountered a problem" and then I have to hit start, select character > log back in again. Happens way too much.

@dotme are you saying I should delete the save data? That should fix it?

dotme

WhoSlappedThePie wrote: »

Sorry, it takes me back to the title screen saying "ESO has encountered a problem" and then I have to hit start, select character > log back in again. Happens way too much.

@dotme are you saying I should delete the save data? That should fix it?

*May* fix it. It's kinda the first thing to try. Easy to do, you'll just have to go re-do some "options" like screen size, combat text prefs etc. But if that data is corrupt, it can cause console crashes at times.

WhoSlappedThePie

Yeah that's strange because it's never been this bad before... now it happens pretty much every dungeon. OK, thanks. I'll give that a go then.

WhoSlappedThePie

Deleted my files from settings and it STILL crashes. This hasn't happened before.

What the hell can I do to fix this.. ZOS cmon.... give me some kind of info / fix for this crap.. wasting my time with this every group i form BAM logged out !!!!

WhoSlappedThePie

Still happening. I don’t understand what changed a week ago. It never happened now it does. Can’t find a fix

ZOS_Bill

@WhoSlappedThePie

The support ticket you've opened, 180216-000574, is being investigated and you will receive an email from customer support with further follow-up.

WhoSlappedThePie

@ZOS_BillE thanks for the update. I still haven't received any information from customer support.

Do you think reinstalling the game would fix it?

I've only started having this problem since last week and its driving me crazy. Can't find a solution!!

WhoSlappedThePie

Will opening ports work? I’ve noticed it doesn’t disconnect in pvp... very strange. Only pve... wtf

ZOS_Bill

@WhoSlappedThePie

Opening the correct ports in something that can help with disconnections. From your ticket 180216-000574, it looks like changing your DNS settings has helped with your issue. Here are the steps for changing the DNS for anyone else running into disconnection problems.

1. Go to Settings.
2. Got to Network.
3. Select Set up internet connection.
4. Select Wifi or Lan depending on the connection needed.
5. Select Custom.
6. Set the IP Address Settings to Automatic.
7. Set the DHCP Host Name to Do Not Specify.
8. Set the DNS Settings to Manual.
   • Primary DNS 8.8.8.8
   • Secondary DNS 8.8.4.4
9. Set the MTU Settings to Automatic.
10. Set the Proxy Server to None.

WhoSlappedThePie

@ZOS_BillE


OK, I have tested this further and I am STILL getting the disconnect / unable to connect to server. Make sure you have valid internet connection message.

NObody else in the groups I'm with seems to get this and I've tried all the steps. For some reason in PVP it doesn't happen really, which is unusual as you have stated in that ticket that in high population areas it is worse or whatever.. which is just not true. I'm not sure what to do now and it disconnects whenever I join a group or end a dungeon ..

So frustrating because my internet connection is fine, i've opened the ports, changed the IP address etc, restarted modem, uninstalled, deleted my save files.

What can I do? Nobody gets this! It only started happening a week ago.

ZOS_Bill

@WhoSlappedThePie

Your support ticket has been updated to reflect that changing your DNS settings did not help with the crashes. Our customer support team will contact you again to further investigate what else could be causing this.

WhoSlappedThePie

Thanks for that @ZOS_BillE

As mentioned, my internet is fine when this happens, i.e. I'm still talking to people in a PSN party with no issues it is just the game kicking me out. Tried everything, would appreciate some help on this because it is driving me mad

Thanks

MacCait

I am experiencing this exact same issue as the OP.

I am on PS4 Pro.

Since perhaps the last incremental, I am kicked from the game every single time I am in a group and join a dungeon. At the end of a dungeon. I am also disconnected often when I use wayshrines, or travel through doors, basically anything that involves a loading screen. I also get random disconnects. It is much worse if I am in a group than if I am alone.

There is no error code. texts just reads 'unable to connect to game'.

I have put in a support ticket and nothing so far has helped.

So far I have:

1. Power Cycled Home Network
2. Tested Network Connection
3. Phoned Internet company... all checks out fine, over 100mbps stable fast connection. Checked all other games, no other games have an issue. It is only in ESO
4. Rebooted PS4 following all instructions.
5. Port forward all ports
6. Deleted Local Saved Data
7. Deleted and re-installed game
8. Manually set DNS settings

Nothing has resolved the issue. It's becoming a real chore to play the game this way and I am often being kicked from dungeons by the time I re-log as people think I am not present.

Speaking to few other players experiencing this on PS4, it has been suggested it is maybe an issue with the PS4 Pro ESO game, or between ESO and PS4 Pro. That may be worth investigating. Whatever the issue is, it never used to occur.

MacCait

To add to the above... it seems IF I am in a group of 2 or more, then go into a loading screen, then I get disconnected.

IF I am alone and go into a loading screen, NP I am ok.

Of course there are other random disconnects happening.

WhoSlappedThePie

@MacCait

It's good to know (even though it sucks) that somebody else is experiencing the same and has tried the exact same steps. I keep saying it didn't occur before 2 weeks ago and it is a new problem for me that occurs often.

Note that I am using the original PS4 and not the Pro, so it can't be that. Have checked with ISP and everything is fine, every single thing runs smoothly except for ESO.

Raised a ticket, had several responses updating them that i've tried what they say and now its ended with them saying "we can't help you anymore ,check with your ISP"

I am the same as you now, lucky if I last 1 hour without a bloody disconnect. This needs some attention as it is broken by the last release, especially as you have said that it happened since last update...

SO ANNOYING. Sort it out Zos! Raising tickets and you just go over the same points.

MacCait

WhoSlappedThePie wrote: »

@MacCait

It's good to know (even though it sucks) that somebody else is experiencing the same and has tried the exact same steps. I keep saying it didn't occur before 2 weeks ago and it is a new problem for me that occurs often.

Note that I am using the original PS4 and not the Pro, so it can't be that. Have checked with ISP and everything is fine, every single thing runs smoothly except for ESO.

Raised a ticket, had several responses updating them that i've tried what they say and now its ended with them saying "we can't help you anymore ,check with your ISP"

I am the same as you now, lucky if I last 1 hour without a bloody disconnect. This needs some attention as it is broken by the last release, especially as you have said that it happened since last update...

SO ANNOYING. Sort it out Zos! Raising tickets and you just go over the same points.

I was told my ticket was raised to second tier and I am awaiting a specialist.

It is particularly annoying as I am losing loot from chests and bosses, as by the time I log back in, its gone.

It's actually pretty hard to play the game like this.

If it is not a ps4 pro issue, then it must be certain accounts. I have met a couple others in game who are having the same issue

WhoSlappedThePie

Yeah its stupid how they push us back to ISP... They said they raised my ticket to a specialist, who told me the SAME things.. change IP, delete save files... DONE THAT. DOESNT WORK.

I'm getting so pissed off, it is ruining the game for me at certain points as it just crashes out, especially in trials etc...

I don't understand why it happened all of a sudden and why Zos can't take responsibility for it. It doesn't happen on other things

@ZOS_MichaelM @ZOS_GinaBruno @ZOS_JessicaFolsom - we have both raised tickets. nothing has worked. Can't you escalate this further please? Thanks..

MacCait

WhoSlappedThePie wrote: »

Yeah its stupid how they push us back to ISP... They said they raised my ticket to a specialist, who told me the SAME things.. change IP, delete save files... DONE THAT. DOESNT WORK.

I'm getting so pissed off, it is ruining the game for me at certain points as it just crashes out, especially in trials etc...

I don't understand why it happened all of a sudden and why Zos can't take responsibility for it. It doesn't happen on other things

@ZOS_MichaelM @ZOS_GinaBruno @ZOS_JessicaFolsom - we have both raised tickets. nothing has worked. Can't you escalate this further please? Thanks..

I'm still awaiting a specialist... however, through logical reasoning, it can be confirmed it is not an ISP issue.

If it was an ISP issue, it would be a random disconnect. This disconnect would happen in multiple games as a timeout. However, this is not occuring in any other game, just ESO.

There is a clear pattern of disconect. The disconnect occurs when entering a dungeon while in group. And then occurs again at completion of said dungeon. This showns that it is not random, but has a clear pattern or cause of events. An ISP would not know when you are entering a dungeon and would not know when you had completed it or where attempting to leave.

The very fact that this is a consisent pattern that can be duplicated and demonstrated, proves that it is not an ISP issue, but an issue relating to the game or account.

Vaoh

Hmm...... best help I can offer is:

1. Complete/Abandon as many quests as possible. Having a bunch at once slows game performance.

2. Keep as much extra space on your PS4 as possible. *Do not keep many videos for ESO in your capture gallery.* They slow down performance as well.

3. If on PS4 Pro, enable Boost Mode in your PS4 Settings. Increases Performance.

These all seem minor, but as a whole they make a noticeable difference. Hope it helps!

WhoSlappedThePie

Vaoh wrote: »

Hmm...... best help I can offer is:

1. Complete/Abandon as many quests as possible. Having a bunch at once slows game performance.

2. Keep as much extra space on your PS4 as possible. *Do not keep many videos for ESO in your capture gallery.* They slow down performance as well.

3. If on PS4 Pro, enable Boost Mode in your PS4 Settings. Increases Performance.

These all seem minor, but as a whole they make a noticeable difference. Hope it helps!

1. I have 3 quests on a new character, still happens.

2. Have 2GB with 1.5GB available

3.Don't have a PS4 pro.

I'm telling you, it's not to do with these little optimisation tricks... as the dude said above, it happens when I enter a dungeon, when I leave a dungeon, when I enter a trial, when I leave a trial, when I'm solo'ing, when I'm farming... It happens at specific times and it is not ISP or not going to be affected by these little things.

Can't believe Zos can't look at this further and see whats happening ffs. Embarrassing support

dotme

This isn't character-specific I assume? Any character has the same trouble?

WhoSlappedThePie

Any character yeah.

MacCait

yip its all characters

dotme

I hope ZOS gets on this issue for you guys. Short of deleting and re-downloading the whole game, I don't know what else to suggest. I've never seen the "ESO has encountered a problem" error, but I've experience plenty of "unable to connect to game" errors when travelling since the infinite load screen patch was released. That error usually happens when you're trying to load into a zone with a large population - almost as if you can't get a seat at the table.

I've also seen game issues/kicks when travelling in groups when one or more group members is in the ground. I would reply to your tickets daily (politely) if today's new update doesn't fix anything, and hopefully you'll get someone to take a serious look. If it gets solved, it would probably be helpful to post the solution here for others.

WhoSlappedThePie

Yeah I will aim to update them again via the ticket, they said they've closed it which is terrible service as they haven't really looked into it. THey haven't asked me information really other than suggesting generic "fixes" that don't work.

MacCait

dotme wrote: »

I hope ZOS gets on this issue for you guys. Short of deleting and re-downloading the whole game, I don't know what else to suggest. I've never seen the "ESO has encountered a problem" error, but I've experience plenty of "unable to connect to game" errors when travelling since the infinite load screen patch was released. That error usually happens when you're trying to load into a zone with a large population - almost as if you can't get a seat at the table.

I've also seen game issues/kicks when travelling in groups when one or more group members is in the ground. I would reply to your tickets daily (politely) if today's new update doesn't fix anything, and hopefully you'll get someone to take a serious look. If it gets solved, it would probably be helpful to post the solution here for others.

I had deleted the game and re-installed as well as deleting the local save game data, but it continues.

I can confirm the issue is still occuring after Dragonbones patch.

It is especially when I am grouped and enter a dungeon... then also a few times while in the dungeon.