Original Post — Direct link
Hi, until yesterday, all worked fine.

However, today the game crashes at the start, it goes into a black screen, shows the mouse symbol from anno and crashes.

in Benchmark Mode, the game got stuck in that same black screen with only the mouse symbol.

What can i do?


21 days ago - Ubi-WheelyDuck - Direct link
Originally Posted by Bradora
it works now again for me^^ without doing anything.
Hey there,

Sorry to hear that you were having trouble with a black screen whilst benchmarking.

It is great to hear that this is now resolved!

If ever we can help in the future just let us know and we will be happy to help.

Originally Posted by Diaph11
Same problem for me...
An answer perhaps?
Hey there,

Sorry to hear you have also encountered this issue.

If this hasn't resolved for you like it has for Bradora then I would recommend to complete our troubleshooting steps in full to configure your device for the game.

Any trouble just let us know
Originally Posted by Goldwing385
Have the same problem. Game keeps crashing during the start. Verified the files. cleanded the PC and still keeps crashing. Other Anno games do work so the fault must be in !800. So what is the problem and what must be done??

In the meantime I've send enough crash reports to see what the cause can be
Hey there,

Sorry to hear that you have been having this trouble, it is great to hear of the steps you have already followed.

Have the steps that helped Bradora helped?

Many thanks
7 days ago - Ubi-Thrupney - Direct link
Thanks for confirming that you'd tried that step, Goldwing385 - we appreciate the update

Can you make sure to run through our troubleshooting guide previously suggested by Ubi-WheelyDuck? In particular, make sure you are doing the 'verify game files' step, as this should solve any file and language issues.

If that still doesn't work, we'll be able to troubleshoot further with the help of some system files - a DxDiag.txt and an MsInfo.txt. The two articles I've linked there will show you how to find each of them.

Once you have those files, you can reach out to us via our support website, or via Facebook PM or Twitter DM, to send them across, and we'll be able to use them to investigate the issue.

Let me know if I can help further with completing any of these steps!