[2021] [Crash/Freeze]Game crash after prep phase

Hey guys, thanks for bringing this to our attention and apologies about the delayed response from our team.

So that we could get a better idea about this, would you be able to advise us the following:

1. Are you using Vulkan or DX API?
2. Do you happen to receive any error message when crash occurs?
3. Since when did the issue start to happen? (GX.Bibo - I can see that you've stated it started since Y6S1)

Let us know and we will take it from there!

Hello GX.Bibo, thank you for getting back to us and I appreciate the answers you have given us, thank you for doing that.

I am sorry to hear about these crashes and I know the team have had the mentioned before after prep phase.

In addition to what you have already tried such as verifying files and other troubleshooting steps could I ask you to try the following -

- Update Windows OS to latest version (Windows 10 update currently Update 2009 build 20H2)
- Install game to another Hard Drive or SSD drive preferably, if available. Also try installing the game on the same hard drive as your Windows OS.
- Disable all background software in Task Manager and try a clean boot/restart of PC
- Make sure the game is whitelisted as not a threat in your anti-virus software
- Delete any temporary files by doing a search for the %TEMP% folder
- Re-install any supporting software required for the game such as DirectX, Visual C++ x64 and .NET Framework 4.5
- Do a System File Check (SFC) for any corrupted system files and a CHKDSK for any corrupted hard drives

This support article should explain how to perform some of these solutions -
https://support.ubisoft.com/en-GB/Article/000061047

Please let me know if you need any help with the steps above and I will happily explain further?

If these steps fail to resolve your problem, we may need your system files such as dxdiag and msinfo, to further investigate the issue. You can send these files to us through a support case here - https://support.ubisoft.com/en-gb/Cases/New

Hey GX.Bibo, thanks for the update there and sorry to hear that issue persists after extensive troubleshooting.

So that we could proceed with it further, we will need you to provide us with your up to date system files (MsInfo and DxDiag), therefore I have now re-opened your case and when you have a chance, please submit these following steps outlined in this article.

Once done, let us know and we will then take it from there.

Should you have any questions in the meantime, let us know!

Originally Posted by GX.Bibo
Hello Ubi-Karl, thank you for replying.
You'll find in the Documents part of the case a fresh Dxdiag and msinfo, be aware that they will mention the fact that I'm not using the latest GPU driver, I had to revert back to an older version a couple of days ago because the latest one was affecting the performance of other games. But I have tried playing the game with the latest Nvidia driver available,still didn't work
This picture below shows which one is the up to date DxDiag file

Thanks.

I've checked the case and I can see that you were asked to uninstall some problematic programs from your computer. I can see you've stated you've done this but just to save you some time it's likely we'll request new dxdiag/msinfo files to verify this, could you upload those to your case and update the case to confirm that? Please try launching the game as normal again before doing so. That should save us some time in moving on to the next stage of investigation. Thanks!

Originally Posted by GX.Bibo
Dear Ubi-Orion.
Thank you for replying.

I went ahead and launched my games 3 times + queueing in a casual, still didn't help
I also went ahead and uploaded an updated <> and <> as you requested.

Thank you for giving some of your time.

No problem at all and thanks for providing that for us. I can see that your case was escalated to one of our specialist teams earlier today, we'll get back to you on the case as soon as hear back from them.

Originally Posted by Alphasquard
My game will see random crashes before the drone phase.
AND I AM A RANKED PLAYER AND I GOT BANNED FOR THIS 2 TIMES.

Hey Alphasquard,

In order for us to look into the matter further, could you clarify the following:

1. Are you using Vulkan or DX API?
2. Do you happen to receive any error message when crash occurs?

In the meantime, if you haven't already, try completing steps outlined in the following article, starting of by verifying your game files first, and see if issue persists.

Keep us updated!