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  • ChangoMorado
    Original poster 14 posts

    As per title, just arrived in Asgard and trying to cross the bridge ad complete the initial battle against the Jotun. Every single time it hard crashes & exits the game, also giving a crash report from the AMD software.

    • Intel i9-9900K
    • PowerColor Red Dragon 5700XT
    • AMD driver 21.6.2
    • AC Valhalla 1.3.1 update


    Been a very stable system in general for a very long time, but I eventually updated to 1.3.1 (following the crazy repeat patch cycle) and now the game is unplayable. Literally crashes every time I attempt this battle. It seems every time this game has a patch update its playability gets significantly worse. There seem to be a couple of previous issues for an old version which are similar/related, so perhaps a regression bug has crept into this release.

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  • UbiStorm
    Ubisoft Support Staff 424 posts

    Hello @changomorado . Thanks for reaching out about these crashes that are occurring when you reach Asgard. You mention that you receive a crash report, but do you also get ant specific error codes or error messages when this happens as well? I also appreciate you mentioning that this seems to have started after the latest update! I recommend running through our basic troubleshooting steps for PC to see if this crashes resolve for you. If they don't, however, grab your MsInfo and Dxdiag files and submit them via ticket on our Support Site. This will let a support agent take a closer look at what's going on for you. Let me know how it goes here as well!

    Official Response
  • ChangoMorado
    Original poster 14 posts

    @ubistorm The only error I get it that both the Ubisoft Connect & AMD software detect the crash and offer error reporting (which I've done). AMD software displays a vague "AMD software detected that a driver timeout has occurred on your system". I have the DxDiag, MsInfo, and AMD system report available as required, but of course I can't submit a support ticket because the website isn't working (requests relogin for some reason, then endlessly hangs while spinning on the "Please sign in to your Ubisoft account to contact support or open a support case" page; Firefox 92.0 64-bit for reference).

  • Ubi-Thrupney
    Ubisoft Support Staff 375 posts

    Thanks very much for clarifying the situatio for us, @changomorado - that was most helpful!

    Sorry for the issues with the support website. When you get the hanging loop when trying to log in, refreshing the page should bring you to your logged-in dash. That said, I appreciate that there's a few issues with our current help site (it is new, and we're still working on it), so if that doesn't work, we can also be contacted via Twitter DM and Facebook PM for us to securely take those system files from you, at the links below.

    https://ubi.li/twitter
    https://ubi.li/facebook

    As far as I can tell, we've not had any reports of this being a known issue yet, so we'd really like to investigate. If the troubleshooting steps UbiStorm has linked don't help (particularly verifying the game files, and updating your GPU drivers and OS), we really would appreciate those system files. Let me know if you continue to have issues getting them across to us, and I'll see what else we can arrange.

    Official Response
  • ChangoMorado
    Original poster 14 posts
    • @ubi-thrupney Ok, I finally managed to submit a support ticket (#15341421) (only got it working by using Safari on macOS, ironically given I can't do it on the platform on which the game is played!). Anyhow, none of the suggestions yet has made any difference, and I've submitted the DxDiag/MsInfo files as requested.


  • Ubi-Borealis
    Ubisoft Support Staff 3861 posts

    Thanks for letting us know that you've opened up a support ticket, @ChangoMorado, and for sharing your ticket number with us! I've taken a look, and I can see that a member of the team has reached out to you with some further troubleshooting steps.

    Out of curiosity, what are your current graphics settings? I've heard reports from players that crashes can be experienced in "busy" areas if graphics are set to High or Ultra High. I'm aware the battle on the bridge has quite a lot going on on-screen, so if you play with Ultra or High graphics, it could be worthwhile changing to medium or lower to see if this prevents the crashes from occurring.

    If changing the graphics helps to resolve the issue, please don't hesitate to update us.

    Thanks! 😊

    Official Response
  • ChangoMorado
    Original poster 14 posts

    @ubi-borealis That was one of my first thoughts, that reducing graphics setting may help, but certainly reducing World Detail and/or Clutter didn't help at all. I've been running with these settings for a while now, mostly successfully until recently:

    • Field of View: 100%
    • FPS Limit: Off
    • Window Mode: Borderless
    • Aspect Ratio: 16:9 (Native)
    • Resolution: 3840 x 2160 (Native)
    • Refresh Rate: 120 Hz (Native)
    • VSync: Off (although should be using FreeSync)
    • Resolution Scale: 80%


    • Graphics Quality: Custom
    • Adaptive Quality: Off
    • Anti-Aliasing: Medium
    • World Details: Very High
    • Clutter: Very High
    • Shadows: High
    • Volumteric Clouds: High
    • Water: High
    • Screen Space Reflections: On
    • Environmental Textures: High
    • Character Textures: High
    • Depth of Field: Low
    • Motion Blur: Off


    FWIW, if you've seen the ticket details, I've managed to bypass the rainbow bridge battle at the start of Asgard, got the issue again around the Indre Holm area, but also managed to bypass that by walking and taking a long way around to find the southern tear (instead of a more direct/vikingr approach...galloping at high speed!). Since then I've finished Asgard, and also successfully got through Jotenheim, so I'm content to continue. Clearly there's still an issue, probably between the game and AMD 5700XT card, but I'm content to continue on my way.

  • Ubi-Orion
    Ubisoft Support Staff 479 posts

    @changomorado

    Thanks for sharing your settings and glad you managed to find a workaround to be able to progress through the game. Apologies for any inconvenience caused as a result of these issues.

    Official Response

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