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  • Pifoux61
    Original poster 1 posts

    I came back from vacation this week and saw that an update needed to be done on AC Valhalla.
    So I made this update and since then the game no longer works.
    It launches and when the screen is displayed "search for extension" the screen freezes and returns to the desktop.
    I spent several hours on this game (89% progress) and before installing this update the game was working fine.
    I did a file check which didn't change anything.
    I uninstalled the game and reinstalled it: same, crash when launching the game.
    Note: my graphics drivers are up to date and I'm playing The Division 2 (1.426 hours of play) and Ghost Recon Breakpoint (260 hours) without any incident.
    Only AC Valhalla is not working.
    I wanted to buy Season Pass to play DLC but under these conditions, I give it up.
    Thank you for your help

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  • Ubi-Milky
    Ubisoft Support Staff 1113 posts
    Best Answer

    Hello pifoux61 thank you for getting in touch with us and letting us know of your crashes.

    I have a few steps I would like you to check, that may help resolve these crashes >
     
    - Run the game as an administrator via the game's .exe file, right-click on the file, select Properties, select the Security tab, check to make sure the current PC user has Administrator privilege's for this file, as not running as Admin can sometimes cause several problems and can stop the game from being able to save > https://www.ubisoft.com/help?article=000060505

    - Roll back your GPU's driver to a previous update version, to see if the issue was caused by a newer driver update for your GPU. Please try uninstalling your current driver, then reinstalling a previous driver that may have been released up to 6 months ago to test this is not caused by a recent driver.
     
    - Disable all background software in Task Manager and try a clean boot/restart of your PC, in case any software is interfering with the game -
    https://support.ubisoft.com/en-GB/Article/000063761
     
    - Make sure the game is whitelisted as not a threat in your anti-virus software, in case it prevents the game from launching or connecting online
     
    - Make a backup of the games config/settings file, then delete this file in case a recent change to the settings may be causing the game to crash (Changing the recommended graphics/video/monitor settings in the game, can sometimes prevent the game from launching)
     
    - Do a System File Check (SFC) for any corrupted system files and a CHKDSK for any corrupted hard drives -
    https://support.microsoft.com/en-us/windows/using-system-file-checker-in-windows-10-365e0031-36b1-6031-f804-8fd86e0ef4ca
     
    This support article should explain how to perform some of the above solutions -
    https://www.ubisoft.com/help?article=000061047
     
    If these steps fail to resolve the crashes for you, we will need to gather your msinfo and dxfiag system files via our Support website >
    https://www.ubisoft.com/en-gb/help/contact


    Official Response
  • Ubi-Milky
    Ubisoft Support Staff 1113 posts
    Best Answer

    Hello pifoux61 thank you for getting in touch with us and letting us know of your crashes.

    I have a few steps I would like you to check, that may help resolve these crashes >
     
    - Run the game as an administrator via the game's .exe file, right-click on the file, select Properties, select the Security tab, check to make sure the current PC user has Administrator privilege's for this file, as not running as Admin can sometimes cause several problems and can stop the game from being able to save > https://www.ubisoft.com/help?article=000060505

    - Roll back your GPU's driver to a previous update version, to see if the issue was caused by a newer driver update for your GPU. Please try uninstalling your current driver, then reinstalling a previous driver that may have been released up to 6 months ago to test this is not caused by a recent driver.
     
    - Disable all background software in Task Manager and try a clean boot/restart of your PC, in case any software is interfering with the game -
    https://support.ubisoft.com/en-GB/Article/000063761
     
    - Make sure the game is whitelisted as not a threat in your anti-virus software, in case it prevents the game from launching or connecting online
     
    - Make a backup of the games config/settings file, then delete this file in case a recent change to the settings may be causing the game to crash (Changing the recommended graphics/video/monitor settings in the game, can sometimes prevent the game from launching)
     
    - Do a System File Check (SFC) for any corrupted system files and a CHKDSK for any corrupted hard drives -
    https://support.microsoft.com/en-us/windows/using-system-file-checker-in-windows-10-365e0031-36b1-6031-f804-8fd86e0ef4ca
     
    This support article should explain how to perform some of the above solutions -
    https://www.ubisoft.com/help?article=000061047
     
    If these steps fail to resolve the crashes for you, we will need to gather your msinfo and dxfiag system files via our Support website >
    https://www.ubisoft.com/en-gb/help/contact


    Official Response

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