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  • Wanorios
    Original poster 7 posts

    I recently picked up Division2 on Series X but i am facing many issues:
    1- Game crashes back to the dashboard randomly sometimes 5 min in sometimes 30 min in
    2- Game won't launch, only after multiple attempts
    3- Game freezes during a run, i have to kill the app and restart the game
    4- Game freezes on loading screen and crashes back to the dashboard.

    I uninstalled/reinstalled, reset my xbox to factory settings, power cycled with no luck. It is the only game doing that

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  • Ubi-Auron
    Ubisoft Support Staff 140 posts

    Hi @wanorios and welcome to the forum!

    Sorry to hear about your issues with the game! Are you playing on a disc or digital version? Please also try the below steps:

    • Make sure your Xbox system is fully updated.
    • Try launching the game after disconnnecting the console from the internet.
    • Set the console as your home console.


    If you have any further questions, or require further assistance, let us know!

    Official Response
  • Wanorios
    Original poster 7 posts

    @ubi-auron Thank you for getting back to me. I have tried all of the above, still same issue

  • Ubi-Viral
    Ubisoft Support Staff 2366 posts

    @wanorios Thank you for your reply and sorry to hear that the game is still crashing.

    Does this happen for any other games?
    Are you getting any error messages?
    Is the console well ventilated and not overheating?

    Thank you and we look forward to your reply.

    Official Response
  • Wanorios
    Original poster 7 posts

    @ubi-viral it is only happening on Division 2 no error messages just sudden crash. the console is very well ventilated.

  • RAGE_THERAPY
    80 posts

    @wanorios this sounds very much like the issues many PC users have been experiencing for years here. It's disconcerting to hear it is occurring on Xbox and I've also seen posts about PlayStation as well. On the PC side, it very much seems to be an issue with either the Division 2 servers and/or the core application. The game simply freezes requiring the Windows Task Manager to kill the app. I speculate it is a server issue affecting all platforms.

    Ubisoft support consistently hears this is only with The Divison 2 and does not "happen for any other games?" - but all we get is the same canned responses that they "look forward to your reply", despite month after month of fellow Agents reporting the same damn issue.

    #Division2CrashFest

  • Wanorios
    Original poster 7 posts

    @rage_therapy it is confusing to me, i have 2 friends who are playing on Series X without any issue

  • Ubi-Mushy
    Ubisoft Support Staff 847 posts

    @wanorios Thanks for answering those questions.

    Do you have a physical or digital copy of the game? If physical, can you check the disc for any scratches?

    Official Response
  • Wanorios
    Original poster 7 posts

    @ubi-mushy digital copy

  • Ubi-Milky
    Ubisoft Support Staff 2605 posts

    Thanks for getting back to us wanorios.

    The game was released for a previous console, but should now support 60FPS and 4K resolution on next-gen consoles.

    As you have already tried our basic troubleshooting issue for this issue, can you please navigate to your XBSX 'General TV and display options' then try changing some of the following settings, one by one, to see if this can improve the performance of the game, or if the issue still occurs afterward, no matter the setting enabled >
     

    • Make sure to use the 2.1 HDMI cable that came with the console if possible
    • Try changing your Resolution to something other than 4K
    • Disable HDR
    • Disable Allow YCC 4:2:2
    • Disable HDMI-CEC


    If you can run through each one of these steps one by one, then test the game, it will help us identify any problems on next-gen.
      

    Official Response
  • Wanorios
    Original poster 7 posts

    @ubi-milky I sent my xbox to Microsoft, seems to be a console problem weirdly for this game only.

  • Ubi-WheelyDuck
    Ubisoft Support Staff 934 posts

    Hey @wanorios,

    Thank you for taking your time out to update us,

    Hopefully Microsoft are able to resolve this issue for you.

    If ever we can help in the future, just let us know as we are more than happy to help.

    Official Response
  • Wanorios
    Original poster 7 posts

    @ubi-wheelyduck My pleasure 🙂 don't want to keep the case open. i received new console from Microsoft turns out to be a storage problem, only showing on this game (maybe the way it deploys on the SSD or the way it uses the storage). Game is now running without any issue.

  • Ubi-Viral
    Ubisoft Support Staff 2366 posts

    @wanorios Great to hear that it is running normally now.

    If you need anything else please let us know.

    Thank you.

    Official Response

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