[2021] game freezin and showing suspended on task manager

@ricosuave305 Hey!

Sorry to hear that you are experiencing this game freezing. In order to troubleshoot this please try the steps here.

Should the issue continue after this please get back in touch via a support case and provide your system files. You can find how to do this here.

Thank you.

@habugii Thank you for your reply. Please understand that video games do crash for a number of reasons, some are caused by the game, some due to hardware or unrelated software issues.

We ask every player to follow basic troubleshooting steps as we have a process to follow in order to eliminate the player's PC causing the crashing. After this, we request system files in order to identify if there is anything that may be causing this crashing. This is done via a support case and is why you only see the initial communications of requesting that troubleshooting be done first on the forums.

I hope that you understand we are trying to help players and in a lot of cases doing the troubleshooting steps does resolve crashing issues.

Thank you.

Hey @Habugii

Thank you for your response and the time you have taken to troubleshoot and help with this issue. I understand that this has been an ongoing issue for you and that other players on the forums have reported experiencing similar freezing. Apologies for any inconvenience that this has caused.

When it comes to gathering data on an issue, completing troubleshooting helps us to narrow down the potential contributing factors. Providing system files helps us to investigate further and get a better picture of the root cause of the issue.

The data that you have already gathered related to the freezing you've encountered is greatly appreciated. @hralex1951 above mentions doing a DNS cache flush helped with this issue, have you been able to try this to see if it works for you?

If the issue persists after the DNS cache flush, I would recommend creating a support ticket and uploading your system files so we can continue our investigation and provide further support on a 1 to 1 basis.

You can create a support ticket here. Alternatively, you can create a live chat here or contact us on Facebook or Twitter.

@OmegaDoom_ Thank you for your reply. Sorry that the game is also freezing for you after 20-30 minutes.

Are you getting a particular error code?

Thank you also for doing the fresh install of Windows, have you since checked for any Windows updates and drivers that need to be installed? Could you also please tell me if you have you tried any of steps mentioned by my colleagues or the other players in this thread?

@hralex1951 Hey! Thank you for your response and thank you for sharing what has worked for you in regards to a DNS cache flush. I will be sure to pass this on to other players to see if it helps.

If you need anything else please get back in touch.

Thank you.

Hello @mr-t-magnum thank you for your reply.

In regards to this issue, you have experienced, when the game freezes and the application hangs, does it also, crash to the desktop for you? As this particular kind of crash is busy being investigated, but regrettably, I have no further updates to share.

We do have a separate investigation into the game freezing, and needing to use the End Task option in Task Manager, but this is a separate investigation to the crash to desktop one and is usually related to players changing their graphical settings beforehand, we have found.

If your issue is the crash to desktop issue, we are asking for players Dxdiag files for fresh reports of this, if you'd like to send yours you can do so via this link > https://www.ubisoft.com/en-gb/help/contact

This guide will show you how to generate a Dxdiag > https://ubi.li/msrxL

Thank you for the screenshot @Mr-T-Magnum and sorry to see you were unable to use the link, we usually offer email support, not just live chat vias that link, but it will depend on the time of day and your location.

I have went ahead and created a case for you to upload your dxdiag. You can access it here via either of these links >

https://www.ubisoft.com/en-gb/help/cases
https://www.ubisoft.com/de-de/help/cases

Your case number will be 15664255, feel free to add more detail to your case and troubleshooting you have already tried

No problem @mr-t-magnum thank you for your cooperation! We will advise you further over your support case and our agents will send your system file to our QA team for review, thank you for your help.

Hey @mr-t-magnum,

Thank you for your update and sorry to hear that you have been unhappy with the experience you have had.

Agents will respond directly to a case where system files are provided, this is because directly we can investigate in far greater detail and I can assure you we take reports very seriously.

Many thanks once again in the mean time

@mr-t-magnum Thank you for your response. We understand that you are frustrated by this issue and we do wish to help.

We do need to continue looking into this issue over your support case though.

I can see that we sent you a response, however, we did not receive a reply from you and the case closed. As such I have re-opened the case and ask that you please respond there.

Thank you.