Bungie Answered
PS5 Cryo Archive desync / rubber banding - lost full loadout
Platform: PS5 (wired Ethernet)
• Cross-play: Enabled
• Issue: Multiple disconnects/desync with red error icons in top right, rubber banding, audio loss
• When: [April 24-25 11pm -3am CT US]
• What happened: Lost full loadouts (purple shields, guns, bag)
• This was not client-side — stable wired connection, happened mid-run in Cryo Archive.
Four matches , I continued to have Audio drop out. I couldn’t communicate with my team. They couldn’t hear me. I couldn’t hear them. Rubberbanding was so bad I gave up. I don’t understand how they expect us to play such a high stakes mode with these kind of issues.
I want my gear back. Four 15 K loadouts just gone because I can’t communicate with my team and I’m teleporting all over the map.
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Kommentare
Hello there,
Thank you for reaching out and reporting this issue.
We’re not able to restore items or progress lost due to disconnects, lag, or other connection issues. In cases where a qualifying server‑side error happens, any refunds that can be offered are handled automatically by the game systems, not manually through support.
To reduce the chance of this happening again, I’d also recommend going through general network troubleshooting (wired connection if possible, router/modem restart, closing bandwidth‑heavy apps, etc.) before starting higher‑stakes runs like Cryo.
We recommend consulting our Network Troubleshooting Guide. We also have an Advanced Troubleshooting Guide. If that doesn't help, the next step would be checking our Optimizing Connections page.
Thank you for the response.
I understand you generally cannot manually refund for connection issues, but this was repeated server-side desync in Cryo Archive during a time I was finally having good runs. Is there any escalation path, or can this be looked into further? Losing significant progress to technical issues in a high-stakes mode is very frustrating.
Thank you.
Hi again,
The red icons in the top‑right are Marathon’s network indicators. When they’re red, the game is detecting severe packet loss or very high latency between your PS5 and our servers, which can cause exactly what you described: rubber‑banding, delayed or lost audio, interactions not working correctly, and eventually your client getting badly out of sync with the match even if your console stays online.
Even with a wired gigabit connection and good speed tests, it’s still possible to have intermittent packet loss or routing issues somewhere between your ISP and our datacenters that only show up in certain games or at certain times of night. To help narrow things down and give you the best chance at more stable runs, here are a few things to try and check:
Full power cycle
Turn your PS5 completely off (not Rest Mode).
Unplug your modem and router for at least 30–60 seconds, then plug them back in and let them fully boot.
After your network is back up, turn the PS5 back on and try a few matches.
Network path / hardware checks
Make sure the PS5 is plugged directly into your router or modem/router combo via Ethernet (avoid powerline adapters or extra switches if you can, just for testing).
Try a different Ethernet cable and, if possible, a different port on the router.
PS5 network settings
On the PS5, run Settings → Network → Test Internet Connection and check that your NAT type is not strict (Type 2/Open is ideal).
If your router has UPnP disabled or very strict firewall rules, enabling UPnP or loosening game traffic restrictions can help Marathon maintain a clean connection.
If you’ve set any manual DNS, VPN, or proxy settings on your network, try reverting to default/automatic just to test.
Local network load & router features
When you’re playing, make sure no one else on your network is doing big downloads, large cloud backups, or 4K streams, especially during the 11pm–3am CT window where you saw the issue.
If your router has QoS / traffic shaping / bandwidth limiter features, try:
Either disabling them temporarily, or
Adding your PS5 as a high‑priority device.
Compare a different connection (if possible)
If you have access to another connection (for example a friend’s network, or briefly testing via a mobile hotspot), a quick test session there can help show whether the issue follows your account or is specific to your home route to our servers.
Regarding lost loot, we are not able to restore items or progress lost due to disconnects, lag, or other connection issues. In cases where a qualifying server‑side error happens, any refunds that can be offered are handled automatically by the game systems, not manually through support.
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