Good evening, I have a problem with the game, when I enter the game my mouse magically disappears, it is incredibly annoying when interacting with the menu, I have tried everything, from: reinstalling the game, verifying its files, enable mouse shadow, etc... I don't know what else to do, I need help.
Hello A Former User, thanks for getting in touch with us. I have seen a similar issue reported in our Rainbow Six Siege game, but not in our Extraction game.
Are you able to provide a video to show us this bug in action with the mouse disappearing in Extraction, if you are able to capture this? If you are using a Windows 10/11 PC, you should be able to record a clip using the free Xbox Gamebar overlay, using the Windows and G key, then selecting the capture/record option. You can then upload this to a website such as Youtube/Imgur/Twitter and post the URL link to view.
Can I also ask if this mouse issue has existed since you began playing the game, or is it something that has only happened recently to you, so we are aware of how long this has appeared in your game?
Do you also have any background applications running, that could be causing interference with your mouse controls, such as RGB software or other game launchers? If so, can you please follow this guide to disable these programs from running in the background on the launch of your PC >
https://support.ubisoft.com/en-GB/Article/000063761
Thanks for the reply @manolo427 and thanks for trying to record this anyway, even if you were not able to capture it.
Would you please take a look at this guide and run through all the steps listed? This support article contains some of the more common fixes for technical issues on PC and covers permissions, hardware, software, and corrupt files, that could potentially cause this >
https://www.ubisoft.com/help?article=000061047
Can I also ask you the following information to gather more detail >
- How recently did you notice this happening with the mouse cursor, has this issue always existed for you in the game, or after a certain update?
- Do you often use ALT+TAB whilst playing, as the game can sometimes stop recognizing mouse movements and functions after doing this
- Are you using any game overlays when playing? Disabling any overlay in Ubisoft Connect or Epic, may help prevent this mouse cursor from disappearing. This guide will show you how to do this in Connect > https://www.ubisoft.com/en-gb/help/connectivity-and-performance/article/disabling-the-ubisoft-connect-overlay/000064954
Should these steps not resolve this issue for you, please let us know and we will create a private support case for you to investigate further.
@manolo427
Thank you for trying those things for me. Would you be able to capture a video showing your mouse disappearing?
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