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  • jimbobooley1
    Original poster 3 posts

    I played Valhalla on release and for quite a few hours but stopped playing and recently came back and started from fresh. When I looaded it updated with a 18gb file I think but since then the game just drops out to ubisoft connect after roughly 10 minutes of gameplay and sinks with cloud save. I have updated my RTX 2070 to latest driver along with Ryzen board. Attached is the DxDiag so any help would be appreciated. I have tried submitting a new case report but that seems like it's closed for now so don't know how to upload DXdiag or MSIfile

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  • Ubi-Mark.
    Ubisoft Support Staff 1379 posts

    Hello @jimbobooley1,

    Sorry to hear that your game keeps crashing.

    Regretfully, we are unable to view your diagnostic files here, as it seems that they were not uploaded. As you mentioned that you were trying to reach our team, can you please confirm if you tried to do it within our chat working hours?

    Regarding the crash issue, can you please perform all the troubleshooting steps listed in this article? It will help to eliminate any potential software conflicts.

    Many thanks and if you have any other questions or concerns, please let us know.

    Official Response
  • jimbobooley1
    Original poster 3 posts

    @ubi-mark

    Hi and thanks for replying

    Yes when I tried to submit a new support ticket it was in office hours and once everything is filled in the submit tab is gone and the covid warning that says chat only is available when it is not. I have updated and reinstalled everything but it still does the same thing. Drivers done and game files verified but reinstalled again just to make sure.
    As you end by saying let us know then how can we do this when Support cases are closed and we can't send you Dxdiag or Msi files?

    I do understand the situation with what's going on in the world but that doesn't stop Ubisoft from taking my monthly subscription for games that don't work. Sorry, correction.....Did work but now don't.

    Hopefully you can resolve this problem for me and those on this page and for those who don't even know about this page

  • Ubi-Borealis
    Ubisoft Support Staff 3664 posts

    Thanks for providing us with an update, @jimbobooley1. I'm sorry to hear you've had trouble opening a support ticket.

    I've opened up a support ticket for you manually. You can find it by logging into the Ubisoft Support website and clicking on the hamburger menu in the top right corner. The menu that drops down should show you "My Cases" - click on that and you'll find your support ticket (14372750).

    Would you be able to attach a copy of your MSinfo and DxDiag to this support ticket? We're unable to view these within the forums, and they'll be needed for our support team to investigate your game crashes further.

    Would you also be able to leave a comment on your case specifying which troubleshooting steps you have tried? I can see that my colleague @Ubi-Mark has provided you with some basic PC troubleshooting steps. Thanks for letting us know that you've already verified your game files and updated your graphics drivers. This will help the team to have a better understanding of what may be causing the crashes.

    Thanks! 😊

    Official Response

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