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hhrhhr
12-16-2020, 03:58 PM
Running the game
Unable to start the game. Check if the game is installed correctly ...

I re-specify the directory into which Uplay loaded the game, the files are checked, the message "All game files found" appears, but the launch again fails with the error "Unable to start the game".

https://s8.hostingkartinok.com/uploads/thumbs/2020/12/7c23e930d4714d47160b3941236698b8.png (https://s8.hostingkartinok.com/uploads/images/2020/12/7c23e930d4714d47160b3941236698b8.jpg) . https://s8.hostingkartinok.com/uploads/thumbs/2020/12/bf9ad37808cb82561ad709ce1f8b3498.png (https://s8.hostingkartinok.com/uploads/images/2020/12/bf9ad37808cb82561ad709ce1f8b3498.jpg) . https://s8.hostingkartinok.com/uploads/thumbs/2020/12/5fdf7e819ef8c5753ff8e134c424d005.png (https://s8.hostingkartinok.com/uploads/images/2020/12/5fdf7e819ef8c5753ff8e134c424d005.jpg)

Peredeem
12-17-2020, 05:43 PM
Same problem, but how to resolve?

M3t4lERnl
12-17-2020, 10:39 PM
I've got the same problem here. Reďnstalled game, verified game files, etc. Still not working :(

cosmotherobot
12-19-2020, 05:40 PM
Have the same problem

cosmotherobot
12-20-2020, 05:06 AM
Reinstalling the Uplay launcher fixed it for me.

Ubi-Borealis
12-21-2020, 11:27 AM
Hey there guys!

Thanks for sharing your workaround, cosmotherobot! If you encounter this error, we would actually recommend a clean installation of Ubisoft Connect. You can read more about the steps here (https://support.ubisoft.com/en-GB/Article/000065844).

If the issue persists after trying all of the steps on the FAQ, please don't hesitate to update this thread!

hhrhhr
12-21-2020, 02:03 PM
Сlean reinstall didn't help.
https://s8.hostingkartinok.com/uploads/thumbs/2020/12/3a39c4d4e3238b759eb8a378754fea40.png (https://s8.hostingkartinok.com/uploads/images/2020/12/3a39c4d4e3238b759eb8a378754fea40.jpg)https://s8.hostingkartinok.com/uploads/thumbs/2020/12/d900d7a79ac447f7d27edf749cef8bce.png (https://s8.hostingkartinok.com/uploads/images/2020/12/d900d7a79ac447f7d27edf749cef8bce.jpg)

p.s.

…we are limiting our email support and moving all available forces to chat to provide live support for our players.
but the chat has not been working for several days:

Chat is currently unavailable. Please choose another communication method.
Therefore, it is not entirely clear whether it is worth buying in-game DLC if the main game is not completely functional.

Ubi-Borealis
12-22-2020, 10:51 AM
Thanks for updating us, hhrhhr. I'm sorry to see that a clean installation didn't help.

Please note that verifying files is different to a clean installation. Just to confirm, did you fully uninstall and reinstall Ubisoft Connect?

If so, I would recommend opening a support ticket. You can reach our support teams here:
- Open a Support case (https://support.ubisoft.com/Cases/New)
- Start a Live chat (https://support.ubisoft.com/en-GB/Article/000060578) (Please check your region's opening times (https://support.ubisoft.com/en-gb/Contact) first!)
- Twitter (https://twitter.com/ubisoftsupport?lang=en) and Facebook (https://www.facebook.com/UbisoftSupport)

When creating a support ticket, please can you attach an MSinfo (https://support.ubisoft.com/en-GB/Article/000078753) and a DxDiag (https://support.ubisoft.com/en-gb/Article/000078583), as these will help our team to take a closer look at your system. Please also include all troubleshooting steps you have tried in your case notes.

Thanks!

hhrhhr
12-22-2020, 05:02 PM
Yes, I did everything that is indicated in the article https://support.ubisoft.com/Article/000063173
Additionally, before reinstalling, I manually deleted the directories:

%ALLUSERSPROFILE%\Ubisoft
%ALLUSERSPROFILE%\Ubisoft\Ubisoft Game Launcher
%APPDATA%\Ubisoft
%LOCALAPPDATA%\Ubisoft Game Launcher
The last two were deleted in both the user and the administrative account.

However, after another download and installation of the game, the situation did not change.

And if I manually run the executable %UplayLibrary%\Starlink - Battle for Atlas\Starlink.exe —

Sorry, this application cannot run under a Virtual Machine.

Since in the next topic this problem has not been resolved in a year, I believe that the situation is similar here.

hhrhhr
12-22-2020, 05:14 PM
I seem to have figured out the source of the problem.
I have a regular user account for games. But when installing the game, Ubisoft Connect makes registry entries for the administrative account, so when the game is launched as a regular user, it does not find the HKEY_CURRENT_USER\SOFTWARE\Ubisoft\Starlink\Instal lDir key.
In this case, the above error occurs ("unable to start the game").
If you manually add this key to the registry with an indication of the game directory, then at startup we see swearing about the virtual machine...

Ubi-Borealis
12-23-2020, 10:36 AM
Just to clarify, hhrhhr - Have you been able to resolve the error, or are you now encountering a new error about running the game on a virtual machine?

If the issue still persists, I would still advise opening up a support ticket so our team to take a closer look at your system files. This will help them to investigate this issue further.

Thanks!

hhrhhr
12-23-2020, 04:16 PM
No, the problem has not been resolved.
1) If Uplay is launched as a regular user, then during installation the installer for some reason asks for elevation of rights and creates the necessary entries in the registry only for the privileged user. Therefore, when I further try to launch the installed game, Uplay or the game itself does not see the values in the registry for a regular user and I see an error about "check the game files".
2) If I start the game outside of Uplay ("%UplayLibrary%\Starlink - Battle for Atlas\Starlink.exe") or manually add the required registry key for a regular user, then in this case I see an error about "virtual machine".

And I am not using a virtual machine. I suppose Denuvo is playing it safe by finding the Windows Hyper-V component, which is used in Windows Subsystem for Linux, for example.

Ubi-TheBerry
12-28-2020, 01:52 AM
No, the problem has not been resolved.
1) If Uplay is launched as a regular user, then during installation the installer for some reason asks for elevation of rights and creates the necessary entries in the registry only for the privileged user. Therefore, when I further try to launch the installed game, Uplay or the game itself does not see the values in the registry for a regular user and I see an error about "check the game files".
2) If I start the game outside of Uplay ("%UplayLibrary%\Starlink - Battle for Atlas\Starlink.exe") or manually add the required registry key for a regular user, then in this case I see an error about "virtual machine".

And I am not using a virtual machine. I suppose Denuvo is playing it safe by finding the Windows Hyper-V component, which is used in Windows Subsystem for Linux, for example.

Hey hhrhhr,

Thanks for getting back to us with the details, it's much appreciated in case others encounter this!

Much appreciated!

Auld_Jack
01-31-2021, 03:45 AM
It's almost definitely related to launching from a non-admin user account. It may or may not also be related to having installed in a non-default directory. In my case, not on the C: drive.

However, adding the registry entry that hhrhhr mentioned did correct the issue for me.

Ubi-TheBerry
01-31-2021, 03:39 PM
It's almost definitely related to launching from a non-admin user account. It may or may not also be related to having installed in a non-default directory. In my case, not on the C: drive.

However, adding the registry entry that hhrhhr mentioned did correct the issue for me.

Hey Auld_Jack,

Thank you for posting an update on what you've found, glad to hear the above steps have also helped you!