Ubi-Milky

Hello everyone, thanks for getting in touch with us over the holidays and thank you for your patience whilst we looked into this.

I can confirm, if you encountered the game crashing whilst using the map, opening the map, or selecting a fast travel point, this issue seems to have been fixed on Xbox consoles for now, and has been added to our 'Live Fix' issues on our known issue list > https://trello.com/b/F2RU9ia9/the-division-2-known-issues: (https://trello.com/b/F2RU9ia9/the-division-2-known-issues)

If you are still encountering this issue in the game after reading this message, please specify what platform you are using, what you are doing when the game crashes, and what update version of the game are you using, so we can let our devs k...

Hello @Luzga thank you very much for your player report.

After using the Report A Player tool, or sending us the info via a private support case, we are actually unable to communicate the progress/outcome, of any bans that may or have been placed and give reporting players updates, we will, however, publish some ban related information on the in-game ban ticker when it is active.

The Siege security team are the team that applies the ban, not Ubisoft Support. They will review all the evidence provided and then apply a ban at their own discretion. 

We are un...

Hello @Cyb3rM3l and thank you for getting in touch about a toxic player you encountered in-game. I am sorry that you experienced this kind of behaviour.

The report a player tool automatically flags a player's account for us and tells us the date and time of the match, server location, and reported player's Ubisoft ID, so we have all the evidence for our Siege security team to locate these types of players and review the situation.

We will permanently ban these players, if we receive reports from you and other players, for this kind of behavior, as it goes against...

Hello everyone thank you for your feedback on the servers.

We have experienced some outages this month, but we have also applied a few updates and patches which meant some players will have been unable to connect at the time this was ongoing.

When you next start experiencing connection issues in the game, could you please check our Siege server status website for news of any degradation or maintenance that may be ongoing, that could be causing connection issues >> https://rainbow6.ubisoft.com/status/: (https://rainbow6.ubisoft.com/status/)

Hello @Jespecie027 thank you for your post and sorry for the delay, I've just spotted your post in our General Discussion area.

Credits purchased and DLC purchased from the Ubisoft Store will only apply to your PC version of the game usually, so I would recommend purchasing directly from the PSN store's website instead.

I will reach out to our Siege team to see if this is likely to change due to the new cross progression

Hello there Fa,

If would like any help from Ubisoft Support, please use a translator to post your question in English, this will then allow us to help you with any query or issue you have encountered.

If you prefer, you can also check for a support article relevant to your issue on our website, or contact us over a Live Chat or email support, for further help in your preferred language where available > https://www.ubisoft.com/help

Hello @Nodosaria,

Your account can be temporarily sanctioned for varying amounts of time due to repeatedly breaking the Siege Code of Conduct or disconnecting from Ranked matches. 

The length of the ban will depend on the offense and how many times you have broken our rules.

I understand you said you have not used the chat or voice char recently, but we are unable to lift any temporary abandon sanctions, we do not have the ability to do so, this is solely managed by the game, so you will need to wait the specified time in your in-game ban message, before you can play again.

Hello @Wismaillon,

If would like any help from Ubisoft Support, please use a translator to post your question in English, this will then allow us to help you with any query or issue you have encountered.

If you prefer, you can also check for a support article relevant to your issue on our website, or contact us over a Live Chat or email support, for further help in your preferred language where available > http...

Hey @Lie-nus thank you for your post and sorry for the delay.

This exploit is indeed known to us and we did indeed remove the ban ticker whist we look into this.

If you find any more exploits or hacks in the game, please could you post them in our Player Support section as a bug/exploit report? Thanks again, I will move your post there now

Hello there,

If you can still log into your Ubisoft account, that means your account has not been closed/deleted for inactivity.

If your games are missing from your library, it may mean the following>>

• You are logging in with the incorrect Ubisoft account if you have more than one, please check our Connect website and see if you recognize the games listed under the 'Your Games' section > https://ubisoftconnect.com/en-GB/games/

• Make sure you are using our new launcher Ubisoft Connect and not our old game launcher Uplay. You can download Ubisoft Connect from this website >...

Hello @dimondminecar7 thank you for getting in touch with us and sorry to hear of your recent 24hr abandon sanction.
 
We are unable to lift any temporary abandon sanctions from disconnections as we do not have the ability to do so, this is solely managed by the game.
 
The length of your ban will vary depending on if this is a first offence, or if you have encountered several disconnections in a short space of time.
 
If you received a certain error code when you disconnected, can you please check our known error codes article to see what may have ca...

Hello everyone, thank you for your recent replies on this thread.

We have no further updates on this issue/investigation and will not be updating this thread until we have some news from the Siege team.

We must check the following with you all however >

• Please check if your PC and console accounts are linked correctly to your Ubisoft Account, by visiting our account manager website and scrolling down to the 'linked account's section >>https://account.ubisoft.com/en-GB/account-information

• You also need to make sure that you have linked all of your platforms to the same Ubisoft Account, before the cross-progression update went live on the 6th of December.

If you have opened a private support case wi...

Hello @MDmaster0 thanks for getting in touch with us about these challenges, you raise an interesting point about the ability to complete these challenges.

Are you able to tell us the exact names of the challenges you believe this affects, or upload a screenshot of them, so we can raise this with our Siege team to see if it may be an issue?

Hello @TheWhiteHell thanks for getting in touch and sorry to hear you have experienced crashes on launch.

We are receiving a high volume of contact over the holidays, we will do our best to reply to your case over email or social support as soon as we are able to, and your case will not close in the meantime, thank you.

In the meantime please make sure to run through every step in this guide >> https://www.ubisoft.com/en-gb/help/article/000061047

Please make sure to upload the following files to your case too, so we have everything we need to investigate >

- Dxdiag file > ...

Then this means live chat is not available at this time unfortunately, though our other support options > email, Facebook, and Twitter will remain open over the holidays, thank you.

Hello @Parafanatic,

Players can appeal a game ban on their account and ask our agents to double check their ban was applied correctly, by creating a private support case with us on our website.
 
If you would like to appeal a ban, you can get in touch with us about this, via this link > ...

Hello @adem_ozipek thank you for getting in touch with us.

This message is usually seen if you do not have the game on the account you are currently using on the Ubisoft Store.

Can you please check if the details you are using to log into the Ubisoft Store website, are the same one you use for the Ubisoft Connect launcher?

Did you also purchase the game from Ubisoft (not Steam or Epic) and do you have the game displayed in your 'Games' section, of the Ubisoft Connect launcher?

Hello everyone, thanks for letting us know you are having problems downloading games on Ubisoft Connect.

• Try installing the game to another drive, that has enough space

• Run the games .exe files and containing folders, as an administrator with full write permission > https://www.ubisoft.com/help?article=000060505

•  Update your graphics card driver, by checking your Nvidia/AMD website for recent GPU driver updates

• Make sure your Windows OS is fully updated, with no pending updates. Updating Windows will also update any supporting software the game and launcher need to run

• Do a 'Clean Boot' by disabling any unnecessary software you have ...

Thank you for your feedback Kuih_Jilebi, my apologies but we do not have any updates at this time to give players, as we have not received any on this issue from our dev team.

If you have another issue with your connection that differs from this mouse cursor becoming stuck issue, please create a new thread if you require assistance.

Hello @Sib3riX some cases may take a while longer to resolve when escalation is needed, or if we have high contact volumes after a game update, or during the holidays, as your case is placed into a queue. 

Please be assured your case is being looked into, we hope to resolve this issue for you as soon as we are able and all details have been double-checked.