Xbox series x and Lords of the fallen, bizzare bug with one or the other.

So I wanted reach out on behalf of my friend so I must say I won't have 100% of the details, I guess im just wondering if anyone can give some advice on ways to fix this or what he could do. He is not the kind of person to go as far to reach out to support usually. I can understand, he will probably return his game soon anyway. I just want to try and understand this bizarre issue he has been having and if anyone has seen anything like it before and has any idea what could be wrong.

So this game Lords of the fallen came out recently, and we were hyped to play online together. Ill try to keep it simple and short. We attempted to play online, he could not as first. He saw he didn't have a subscription to do so, so goes and gets it. We wait a few minutes for it to go through and try again. Didn't work, he still cannot use the online function of the game. But every single other aspect of the game works fine. He decides reset the game, does not work. Then he resets his console, no difference. Next he tries to make a new character, he cannot make a new character somehow. That almost make me think it could be the game but keep reading.

So we he begins to do more drastic things, starting with reinstalling the game entirely. Still he cannot make a new character nor play online within the game. I believe he cleared the consoles cache as well at some point, also no. So he decides its got to be the physical copy of the game, he works at gamestop so he could easily get a new one with little trouble. He gets a new copy and gives it a go. Still nothing, will not work. Lastly he completely factory reset his console and tried again STILL to no avail. This game will. not. work. At least not the few features we wanted in order to be able to play together.

So I am wondering if there is something deeper going on here, something wrong with the console perhaps. It could be the game but having gone through so many different things and getting a new copy, it doesnt seem likely.

Again I know this is probably so very unhelpful that I am speaking for him on this, its just so bizarre of an issue. Its just like some tech god ordained it illegal for him to play this specific game online. Which reminds me, he can access and play any other game on his console just fine.

I do not normally make forum's or questions like this, this is how bizarre the issue is and I just want to play this game with my buddy ya know? Hope this is detailed enough and seems ok to ask?

One last thing that has not been tried is running the game on another console, which will probably be done by him soon, maybe that will shed some light if anything different happens.

Sorry this is probably vague but I can say its a xbox series x, the game is a physical copy, he has extremely good internet as well(probably 1gb speeds). Not sure if its some kind of error or bug with the console? Anyone have any inkling of what could be wrong or what else that could tried to solve the issue?

:)