[2023] Unable to launch the game

Original Post — Direct link

Hi,
I've been playing this game a lot recently, and all was fine. But prior this week I had to reinstall windows to fix bugs in other games.
So I've installed a fresh copy of windows 11 pro, up to date. I'm able to play other direct12 titles like cyberpunk 2077 or rdr2 without any problems.
I then installed ubisoft connect, and located the game (ac valhalla is installed on a separate SSD).
When I launch the game, ubisoft connect synchronize the saves, and then the splash screen appears for a brief second before vanishing. No error message, nothing. When I look at the task manager, there are no process running. I'm using stock windows defender. I tried looking for logs, but nothing in the game's folder, and no messages in ubisoft connect.
I then verified the integrity of the game, but all files are fine.
My system is up to date drivers-wise, and I'm using the latest 527.56 drivers from nvidia.
I don't know how to provide more information, as I don't have any error message. It was working fine on the same system before.
Please tell me how I can provide more information, as I'm aware there are little in this post.

EDIT : Here is a link to a video to showcase the problem :

">
As I have no error message, I really don't know what to do.
Its really frustrating not being able to play.

EDIT #2 : Ok I found some logs :
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (165)
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (169)                -- Starting Ubisoft Game Launcher --
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (174)                Platform: PC.
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (182)                Exe version: 137.0.10799
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (183)                Installed version: 10799
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (184)                Built: Dec 5 2022.
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (189)                OS: Microsoft Windows 10, 64-bit Professional (build 22621)
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (194)                CPU: AMD Ryzen 7 5800X 8-Core Processor
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (199)                GPU: NVIDIA GeForce RTX 4090
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (204)                RAM: 32768 MB
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (212)                Timezone: UTC+01:00
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    HubUtils.cpp (229)                Command line:
[ 6552] 2023-01-04 15:54:36   [ 4584]   INFO    BusSettings.cpp (117)              Failed to disable start on Windows start.
[ 6552] 2023-01-04 15:54:36   [ 6864]   INFO    Hub.cpp (106)                  Environment is PROD.
[ 6552] 2023-01-04 15:54:37   [ 4392]   INFO    StartView.cpp (819)
[ 6552] 2023-01-04 15:54:37   [ 4392]   INFO    StartView.cpp (819)
[ 6552] 2023-01-04 15:54:38   [ 1236]   INFO    AccountOnlineLogin.cpp (307)           Login Type: ticket, platform: Uplay.
[ 6552] 2023-01-04 15:54:39   [ 1236]   INFO    AccountStartupLogin.cpp (220)          User: *****
[ 6552] 2023-01-04 15:54:40 [ 3724] ERROR JobHttp.cpp (168) Http status code is 404 for url
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareInformation.cpp (133)     Unable to find c_currency in json.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareDiscounts.cpp (222)      Can`t find product_promotions.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareDiscounts.cpp (222)      Can`t find product_promotions.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareDiscounts.cpp (222)      Can`t find product_promotions.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareDiscounts.cpp (222)      Can`t find product_promotions.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareDiscounts.cpp (222)      Can`t find product_promotions.
[ 6552] 2023-01-04 15:54:47   [ 3724]   ERROR   StoreGetDemandwareInformation.cpp (133)     Unable to find c_currency in json.
[ 6552] 2023-01-04 15:54:48   [ 4392]   INFO    StartView.cpp (819)
[ 6552] 2023-01-04 15:54:48   [ 3724]   INFO    GameStartPipe.cpp (81)              Accepted connection.
[ 6552] 2023-01-04 15:54:48   [ 3724]   INFO    GameStartPipe.cpp (82)              Starting game session.
[ 6552] 2023-01-04 15:54:48   [ 4392]   INFO    StartView.cpp (819)
[ 6552] 2023-01-04 15:54:50   [ 3724]   ERROR   AchievementsDownload.cpp (237)          Unknown file extension for achievement.
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    ApiProcessConnection.cpp (123)          Game with process id 10388 connected.
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    ApiProcessConnection.cpp (134)          Game with process id 10388 has been started with product id 13504 (branch: 'default').
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (384)       Game with process id 10388 connected (API version: 2.8.0).
[ 6552] 2023-01-04 15:54:52   [ 3724]   ERROR   DataOverlay.cpp (109)              Overlay with pid: 10388 not found
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (384)       Game with process id 10388 connected (API version: 2.8.0).
[ 6552] 2023-01-04 15:54:52   [ 3724]   ERROR   DataOverlay.cpp (109)              Overlay with pid: 10388 not found
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (384)       Game with process id 10388 connected (API version: 2.8.0).
[ 6552] 2023-01-04 15:54:52   [ 3724]   ERROR   DataOverlay.cpp (109)              Overlay with pid: 10388 not found
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    ApiProcessConnection.cpp (294)          Game with process id 10388 disconnected.
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (334)       Game with process id 10388 disconnected.
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (334)       Game with process id 10388 disconnected.
[ 6552] 2023-01-04 15:54:52   [ 3724]   INFO    UplayGameConnectionHandler.cpp (334)       Game with process id 10388 disconnected.
[ 6552] 2023-01-04 15:54:53   [ 3724]   ERROR   AchievementsDownload.cpp (237)          Unknown file extension for achievement.
[ 6552] 2023-01-04 15:54:53   [ 4392]   INFO    StartView.cpp (819)
[ 6552] 2023-01-04 15:54:53   [ 4392]   INFO    StartView.cpp (819)

And this in api_r2 : [10388] 2023-01-04 15:54:52   [10360]   ERROR   ApiInstall.cpp (122)               Chunk id 426784061064 doesn't exists in cache
And this in service log : [10620] 2023-01-04 14:31:57   [ 9436]   ERROR   UplayService.cpp (51)              Failed to open C:/Program Files (x86)/Ubisoft/Ubisoft Game Launcher/cache/statistics/hwscore

almost 2 years ago - Ubi-Boost - Direct link

@Iaens Hello! Welcome to Ubisoft Discussions! I'm sorry to hear that you're experiencing issues launching the game. Just to make sure, have you already tried all the other troubleshooting steps from this FAQ?

Also, I recommend installing Ubisoft Connect and Assassin's Creed Valhalla on the same drive, preferably the same drive Windows is installed if possible. This can help rule out the possibility that the issue could be attributed to the speed of data transference, or the game having issues accessing client files from drive to drive.

Thank you!

almost 2 years ago - Ubi-oof - Direct link

@Iaens Thank you for taking the time to complete those troubleshooting steps and then follow up about this issue! The steps that were provided help to eliminate most common causes of launching issues (such as the one we're encountering) and help to save us a lot of time in the long run.

To clarify, having our games and the Ubisoft Connect launcher installed on the same drive as your OS is the optimal organization for our software. Without ruling that factor out, it will remain a possible contributing factor and could prevent us from resolving the issue altogether. If you don't mind, I would ask that you please try to make room on your drive that has the OS on it and attempt to install the launcher and Valhalla properly. This would only be a temporary step of course, and you're more than welcome to undo this after we have tested it and ruled it out.

With that said, I located your support case and I was able to review the system files you provided. A few things caught my attention that could very well be contributing to the launching problem and to cover our bases, I would like to address them as well. Please proceed with the following steps:

Revert the refresh rate on your monitor to its native settings
Unplug non-essential peripherals (controllers, cameras, etc.)
Disable background processes temporarily via Task Manager (overlays, screen recording software, MSI Afterburner, etc.)
Reinstall C++ Redistributables - I think this step will help considerably since this issue started after reinstalling Windows 11 Pro

After these steps are completed successfully if we are still unable to launch Valhalla, please let me know by replying to this thread so that I can assist you further. For good measure, I'd also like to review some fresh MSInfo and DxDiag system files to see if anything else stands out or may have changed with the steps we've completed.

almost 2 years ago - Ubi-Keo - Direct link

Hi @EA_LOST @CLT2005 apologies for the late response.

I am also sorry to hear that you are experiencing issues launching For Honor.

Could you take a look at the PC troubleshooting article and run through any of the steps you may not have not tried then try again. The support article contains some of the most common fixes for crashes, freezing, FPS drops and more.

Please confirm if this resolves the issue.

almost 2 years ago - Ubi-TheBerry - Direct link

Thanks for getting back to us @Iaens, I'm sorry to hear you're still unable to launch the game.

We do have an investigation open regarding crashes when playing, which this may be related to.

I've recently made a post noting what additional information we need from players to pass to the team here.

If you could please provide the following either here on by responding to that thread and we'll get it noted to the team.

Much appreciated!

almost 2 years ago - Ubi-Keo - Direct link

Hi @Iaens @Newtons_3rd_Law apologies for the late response.

@Iaens I'm pleased to hear that reinstalling Windows resolved the issue, thanks for updating us. If you are still experiencing issues with your achievements I would recommend going through the connectivity troubleshooting to see if that helps.

@Newtons_3rd_Law I'm sorry to hear that you have experienced issues linking your Epic and Ubisoft account. I'm afraid that we are unable to assist with account related issues via the forum.

With regards to our support websites these are based on your IP address so you will always be redirected to the support for your region. However, if you scroll down to the bottom of the page there is an option for the language which you can change as shown in the screenshot below:

Here are the links to all of our support channels:

Facebook
Twitter
Support Ticket
Live Chat

almost 2 years ago - Ubi-Keo - Direct link

@Newtons_3rd_Law you're welcome

about 1 year ago - FatsharkJulia - Direct link

Could you try removing your AppData for Darktide, and see if there’s any improvement please?:

Press the Windows key + R
Enter %appdata% within the search input and select ‘OK’
Navigate to AppData\Roaming\Fatshark
Delete the entire ‘Darktide’ directory
Re-launch as normal

Recent Assassin's Creed: Valhalla Posts

Grey Screen While Playing

[Ubisoft Connect] Core challenge 'Tree of Life' won't complete

Unable to view my photos taken in-game or on the photomode website

Game is suddenly crashing after the Ubisoft Connect update today