Controller disconnecting and game crashing issues

Hi, I'm looking for help resolving a couple issues with my Xbox One.

I've had the console since December, but I've only begun having issues since about a week ago. One problem is that the controller randomly disconnects and reconnects about 5 seconds later. Sometimes I can play a while without this happening, other times
it happens repeatedly. This happens even with a full battery, so I know that's not the issue. The other problem is that while playing FIFA 14, the game crashes frequently in the middle of online club games. Without warning the game shuts down. I think it has
only happened with FIFA 14, but I'm not 100% sure. I've tried deleting and reinstalling the game with no luck.

Both of these issues started about a week ago which coincides with the time that I started using my Turtle Beach X42 headset with the One after finally receiving the adapter. I don't know if the headset/adapter is responsible for one or both of these problems,
but it seems likely that it's related to the controller disconnecting, from what I've read.

I chatted with Xbox support twice in attempt to solve these problems, but the steps that they had me go through (clearing a couple of things in the xbox settings, power cycling, disconnecting all cords for 2 minutes) have not fixed it. I also have no devices
running that should be interfering with it, just my phone and laptop.

Any help would be greatly appreciated.

Thanks

:)

 

Controller disconnecting and game crashing issues

Hey there LordIllidan84!

Sorry to hear about the controller disconnects. I went ahead and moved your post so that we can provide support specifically tailored to you. Let's see what we can do to help get this issue sorted.

Please give the following steps a try:

• Try a fresh set of batteries in your controllers.
• Press and hold the power button on your Xbox One console for 5 seconds.
  
• Once your console is powered off, unplug the power cord.
• Wait 5 minutes and then plug in your console.
• Power on your console and check to see if your controllers are still disconnecting.
  

Give the suggested steps a try and let us know how it goes. I also recommend checking out our Xbox One Controller Disconnects page for some helpful tips.

 

Controller disconnecting and game crashing issues

Both of my controllers disconnect, one with the headset adapter plugged in and one without the headset adapter plugged in. I have a great clear view of my xbox. In reading a forum on gamespot it seems that this only happens to a view people and is pretty
isolated. However it does happen enough to be very annoying. Would love to know how to resolve this as its super annoying when it happens during a multiplayer match.

 

Have you tried not using the Turtle Beaches and unplugging the adapter to see if this resolves the issue. If the problem persists without the headset then you may need to contact Xbox Hardware support and get a ticket for repair or replacement. And FIFA
may be an issue you can address with EA Forums/Chat

Hope this helps!

 

Thanks for the suggestion. I've been playing the last few days without the adapter (using the basic Xbox One headset instead) and this is what I've noticed:

-not once has the controller disconnected

-FIFA crashed 1 time (less frequently than before, but still odd that this happened), but no other games have crashed

It seems that the adapter is responsible for the controller issues. I guess the next step is to contact Xbox Hardware like you said for a replacement adapter. I don't understand why I'm having the problems with FIFA crashing, but as long it's isolated to
that one game (which I won't be playing for much longer) and not a problem with the console, it doesn't bother me too much.

Thanks

 

Could someone tell me where I need to go to get this adapter replaced?

Thanks

 

Hey there KJay11!

Sorry to hear about the controller issues. I definitely can understand how frustrating that could be. If you haven't already, I recommend checking out a our controller
disconnects troubleshooting page. If the issue continues, you can have your accessory replaced through our Online Service center or from our Contact
Us page.

 

My controller disconnect all the time after september update!