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  • RicoSuave305
    Original poster 1 posts

    at ramdom times the game would freeze and when i pull up the task manager it says suspended, any way of fixing this issue?

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  • Adrian-11
    799 posts
  • Ubi-Viral
    Ubisoft Support Staff 1424 posts

    @ricosuave305 Hey!

    Sorry to hear that you are experiencing this game freezing. In order to troubleshoot this please try the steps here.

    Should the issue continue after this please get back in touch via a support case and provide your system files. You can find how to do this here.

    Thank you.

    Official Response
  • Habugii
    23 posts

    @ubi-viral

    Would you mind (and all other Support staff members on this Forum) to give us a favor and STOP spamming this useless troubleshoot url in every ****ink CTD thread?!

    Please, show us some respect and stop treat us like idiots.
    The CTD issue is good enough to throw out our time in the window, all of you KNOWS that the issue isnt user sided, its the ****ing game, PLEASE dont ask anybody ANYMORE to spend some time to make anything from that troubleshoot url.

    THANK YOU

  • Ubi-Viral
    Ubisoft Support Staff 1424 posts

    @habugii Thank you for your reply. Please understand that video games do crash for a number of reasons, some are caused by the game, some due to hardware or unrelated software issues.

    We ask every player to follow basic troubleshooting steps as we have a process to follow in order to eliminate the player's PC causing the crashing. After this, we request system files in order to identify if there is anything that may be causing this crashing. This is done via a support case and is why you only see the initial communications of requesting that troubleshooting be done first on the forums.

    I hope that you understand we are trying to help players and in a lot of cases doing the troubleshooting steps does resolve crashing issues.

    Thank you.

    Official Response
  • Habugii
    23 posts

    @ubi-viral

    You were here in the past two months?!

    All of us suffering from the very same issue and you already has every possible data you need, hell some us of already made ten times more than your whole band to identify and fix the problem.

    The game crashes even on your own systems if you actually buy and try to play it, dont tell me you need any kind of additional data. You only need one thing, start to DO something.

    98% of the players get the very same error codes, if you are not a 82yo grandma with her very first laptop, you know what that means.

    Hell, stop asking naive peoples whos still has faith in you and think you are thrustworthy to run endless circles with your troubleshoot and spend hours to modify their systems.
    Unbelievable, neither of you has a mirror to look into?

    You play this acting months ago, all i ask is find that mirror and stop it, is that so hard?

    For gods sake, im already reached the point where i must ask myself why the hell do i even bother to asking you something or even answering.

    You know what, forget everything i asked here and now, and just continue whatever you are doing, play with the peoples, i hope all of you sleeping well, day by day.

  • OmegaDoom_
    3 posts

    Same. I would be able to play for about 20-30 mins then freeze. I either end the game via Task Manager... or sign out of windows. I then reconnect and play for about 5-10 mins freeze. Repeat the same steps... and freeze again.

    I did a fresh install of Windows 10 on 10/28 so I thought may be that mess up something... but if other players are having issues, then maybe it's not from the fresh Win10 install

  • hralex1951
    62 posts

    I do not know if this is a cure for the freezing but I read a post where a guy did a DNS cache flush. I tried it and have done about 4 hours of gameplay with no freezing. It's a simple command in the command prompt and worth a try. The command is ipconfig /flushdns

  • Ubi-Viral
    Ubisoft Support Staff 1424 posts

    Hey @Habugii

    Thank you for your response and the time you have taken to troubleshoot and help with this issue. I understand that this has been an ongoing issue for you and that other players on the forums have reported experiencing similar freezing. Apologies for any inconvenience that this has caused.

    When it comes to gathering data on an issue, completing troubleshooting helps us to narrow down the potential contributing factors. Providing system files helps us to investigate further and get a better picture of the root cause of the issue.

    The data that you have already gathered related to the freezing you've encountered is greatly appreciated. @hralex1951 above mentions doing a DNS cache flush helped with this issue, have you been able to try this to see if it works for you?

    If the issue persists after the DNS cache flush, I would recommend creating a support ticket and uploading your system files so we can continue our investigation and provide further support on a 1 to 1 basis.

    You can create a support ticket here. Alternatively, you can create a live chat here or contact us on Facebook or Twitter.

    @OmegaDoom_ Thank you for your reply. Sorry that the game is also freezing for you after 20-30 minutes.

    Are you getting a particular error code?

    Thank you also for doing the fresh install of Windows, have you since checked for any Windows updates and drivers that need to be installed? Could you also please tell me if you have you tried any of steps mentioned by my colleagues or the other players in this thread?

    @hralex1951 Hey! Thank you for your response and thank you for sharing what has worked for you in regards to a DNS cache flush. I will be sure to pass this on to other players to see if it helps.

    If you need anything else please get back in touch.

    Thank you.

    Official Response
  • hralex1951
    62 posts

    I spoke too soon. DNS cache flush does not work. Froze again twice today. It only happens in match making for me and I think it cannot be fixed. Just have to accept it if you want to play coop. If it were fixable, it would have been fixed by now.

  • Mr.T.Magnum
    65 posts

    @ubi-viral Will this support stuff all the time kidding us? The problem is definitely known from Support..it's not the game...it's the "very good" last update from Ubisoft Connect software...comment from support side disable overlay (which helps...verified) also if you got the "warning" about probably issues when dissabling connect overlay. The correct way from your side should be immediately downgrade to the previous working software. Than you can fix the problem and update after. I'm sorry...I never saw issues like that at steam. BTW...if since more than a year the chat in Ubisoft Connect Program (not the overlay!) is not working anymore it's not understandable why there is still an icon for chat...

  • Ubi-Milky
    Ubisoft Support Staff 1404 posts

    Hello @mr-t-magnum thank you for your reply.

    In regards to this issue, you have experienced, when the game freezes and the application hangs, does it also, crash to the desktop for you? As this particular kind of crash is busy being investigated, but regrettably, I have no further updates to share.

    We do have a separate investigation into the game freezing, and needing to use the End Task option in Task Manager, but this is a separate investigation to the crash to desktop one and is usually related to players changing their graphical settings beforehand, we have found.

    If your issue is the crash to desktop issue, we are asking for players Dxdiag files for fresh reports of this, if you'd like to send yours you can do so via this link > https://www.ubisoft.com/en-gb/help/contact

    This guide will show you how to generate a Dxdiag > https://ubi.li/msrxL



    Official Response
  • Mr.T.Magnum
    65 posts

    @ubi-milky Will you kidding me? You're waisting my time! I've enabled the overlay and still get the issue back...CTD. I've tried to report and this isn't working because of:
    "In the light of the current situation, we are temporarily restricting our support to live chat only.
     Chat is currently unavailable. Please choose another support method."

  • Ubi-Milky
    Ubisoft Support Staff 1404 posts

    Thank you for the screenshot @Mr-T-Magnum and sorry to see you were unable to use the link, we usually offer email support, not just live chat vias that link, but it will depend on the time of day and your location.

    I have went ahead and created a case for you to upload your dxdiag. You can access it here via either of these links >

    https://www.ubisoft.com/en-gb/help/cases
    https://www.ubisoft.com/de-de/help/cases

    Your case number will be 15664255, feel free to add more detail to your case and troubleshooting you have already tried

    Official Response
  • Mr.T.Magnum
    65 posts

    @ubi-milky I added the requested file...and disabled the overlay again.

  • Ubi-Milky
    Ubisoft Support Staff 1404 posts

    No problem @mr-t-magnum thank you for your cooperation! We will advise you further over your support case and our agents will send your system file to our QA team for review, thank you for your help.

    Official Response
  • Mr.T.Magnum
    65 posts

    @ubi-milky No Problem...? I don't believe...because I think at your Support nobody is connected with others never mind working international together. You opened a ticket with information that are known from Support since months...I could not explain to myself why the hell I get again and again and again standard answers with requesting again and again the same files...what? I've send what you've requested. Do what you want but I don't answer tickets regarding this issue anymore.

  • Ubi-WheelyDuck
    Ubisoft Support Staff 621 posts

    Hey @mr-t-magnum,

    Thank you for your update and sorry to hear that you have been unhappy with the experience you have had.

    Agents will respond directly to a case where system files are provided, this is because directly we can investigate in far greater detail and I can assure you we take reports very seriously.

    Many thanks once again in the mean time

    Official Response
  • Mr.T.Magnum
    65 posts

    @ubi-wheelyduck Congratulations! The game is still freezing/crashing with "Connect" enabled! No Problems without "Connect"... What was changed in Ubisoft-Connect software until now relating to this problem in the meantime? I think nothing.

  • Ubi-Viral
    Ubisoft Support Staff 1424 posts

    @mr-t-magnum Thank you for your response. We understand that you are frustrated by this issue and we do wish to help.

    We do need to continue looking into this issue over your support case though.

    I can see that we sent you a response, however, we did not receive a reply from you and the case closed. As such I have re-opened the case and ask that you please respond there.

    Thank you.

    Official Response

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