3 months ago - Ubi-Keo - Direct link

Hi @jujoco91 I can see that you have submitted a support case and are waiting for a reply.

I can confirm that due to the high volume of contacts it is taking longer than usual to reply, for which I apologise. Our Customer Support specialists will reply to you as soon as it is possible.

In the meantime the only other suggestion I have which appears to have worked for a number of players experiencing an issue with the game launching and being stuck on the splash screen is to add Assassin's Creed Valhalla to their exceptions list for their anti virus software. This is only a suggestion as I understand some players may be wary of this.

Please note if you decide to try this be certain to add the game to your exceptions list and do not disable your anti virus software altogether as this would leave your system vulnerable.

We have also created a megathread for the issue with the game being stuck on the splash screen and it has been reported to the development team who are investigating.

3 months ago - Ubi-Keo - Direct link

Hi @womave I understand that you and your roommate are not getting to the splash screen, however I was just suggesting to try adding the game to the exception list of your anti virus software to see if that helps as it did with the splash screen issue.

Players have also mentioned disabling the in-game overlay in Ubisoft Connect worked for them as well, so this is something else you can try in the meantime.

With regards to this thread being marked as resolved, this is because Ubi-oof marked there post as the best answer so that if anyone else with this issue checks this thread they will see that post. Unfortunately doing this marks it as resolved, this is something we have forwarded on to the web development team to be changed in the future. Apologies for the confusion.

3 months ago - Ubi-oof - Direct link

@womave @jujoco91 Thank you for taking the time to complete the troubleshooting steps that were provided. Since the steps didn't help, I went ahead and unpinned the comment to avoid confusion for anyone else who might also be having this problem. I do have a few follow-up questions that will help with the investigation:

  1. Are you launching through Ubisoft Connect or Steam?
    1. If you're launching via Steam, please try to launch through Ubisoft Connect and see if you're still prompted for the CD key that way
  2. Just to confirm, are you playing on the same PC or do you each play on separate systems?

For good measure, if you haven't yet, please locate and attach your launcher log file to your support case for our support team to review as well. That file may come in handy and I'd like to make sure that it's accessible if it is needed.🔥

3 months ago - Ubi-Keo - Direct link

@jujoco91 thanks for the update.

Being prompted for the activation key would generally indicate that you are not logged into the correct Ubisoft account that owns the game.

Our Customer Support specialists will respond to your support case as soon as it is possible and assist you further.

@starwalker50 I'm sorry to hear that you are also experiencing the same issue and are prompted for an activation key. As I mentioned above this would generally indicate you are not logged into the correct Ubisoft account that owns the game. If you have any other accounts that you are aware of then please try logging in to it and see if the game launches. If you are not aware of any other accounts and the troubleshooting has not helped then we would need assist you further via a support case.

I have created a support case for you, you will receive some emails shortly with more information.

3 months ago - Ubi-Pegasus - Direct link

Hey @jujoco91

Thank you for double-checking for us, I appreciate your cooperation.
I'm sorry to hear your issue still persists.

As this issue will need system files to further investigate and possibly escalate, please be sure to continue communication with us via the email support ticket. If you could update us there on any other troubleshooting steps you have tried and checked so far, that would also be great, just so we don't accidentally suggest the same step twice.

@starwalker50 I ask that you please also do the same, and keep us updated via the email support ticket as well.

If you have any further questions in the meantime, just let me know!

3 months ago - Ubi-Keo - Direct link

Hi @jujoco91 I can see that you received a response to your support case on the 3rd March and that you have replied today. Our Customer Support specialists will reply back to you as soon as they can.

Thank you for your patience and understanding.

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