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Ubisoft Support Staff EMEA
Crashing / Freezing in Might and Magic Heroes VII
To troubleshoot the crashing / freezing you are having, please follow the troubleshooting steps below:
1. System Requirements
Please check your computer specifications meets the system requirements for the game:
Minimum System Requirements
Operating System: Windows 7 SP1 / Windows 8/8.1 / Windows 10 (Only 64bit)
Processor: Intel Core i5 660 3.3 GHz or AMD Phenom II X4 955 @ 3.2 GHz
RAM: 4 GB
Video card: NVidia GeForce GTX460 or AMD Radeon HD5850 (1024 MB VRAM) (see supported list)*
Sound Card: DirectX 9.0c Compatible Sound Card
DVD-ROM: 8x DVD-ROM drive
Hard Drive Space: 12 GB
Peripherals Supported: Windows-compliant keyboard, mouse
Multiplayer: 128 kbps Broadband Internet connection
Recommended System Configuration
Operating System: Windows 7 SP1 / Windows 8/8.1 / Windows 10 (Only 64bit)
Processor: Intel Core i5 2400 @ 3.1 GHz or AMD FX-6100 @ 3.3 GHz
RAM: 6 GB
Video card: NVidia GeForce GTX670 or AMD Radeon HD7870 (2048 MB VRAM) (see supported list)*
Sound Card: DirectX 9.0c Compatible Sound Card
DVD-ROM: 8x DVD-ROM drive
Hard Drive Space: 12 GB
Peripherals Supported: Windows-compliant keyboard, mouse
Multiplayer: 128 kbps Broadband Internet connection
*Supported video cards at time of release:
AMD Radeon HD 5850 / 6000 / 7000 / R7 / R9 Series
NVIDIA GeForce GTX 460 / 500 / 600 / 700 / 900 / TITAN Series
Laptop versions of these cards may work but are NOT supported. The Game was not tested with onboard graphics cards, including laptops.
2. Verify Game Files
To check that the game files do not have any errors, please verify the game files:
From Uplay client, select the black triangle to the right of the play button for the game, now select the option for Verify Files.
If an issue is found you will be given the option to Repair, click Repair. After repairing the issue, please verify the game again until no issues are found.
3. Disable Background Applications
To check there is no conflict with other applications and the game, please try disabling your background applications (Temporarily disable any unnecessary programs and also any anti-virus / firewall software):
If you are using Windows 8, start-up programs can be disabled through the task manager. Press CTRL + ALT + DELETE to go the task manager and go to the start-up tab.
If using a previous version of Windows:
Go to the Start menu on your desktop (or, if using Windows Vista/Windows 7 press the Windows key and the letter R at the same time)
- Type in MSCONFIG and press Enter
- Go to the tab, which says Start-up
- Click the option to Disable All
- Press Apply, then Close then pick the option to Restart
Once your computer as restarted, please try the game again. Please do not forget to reactivate your security software after testing the game.
4. Check Your Graphics Card Drivers Are Up to Date
It's important that your graphics card is using the latest drivers, as if they are not then you may experience a number of issues. To update your graphics card drivers, we recommend going to the graphics card manufacturer's website to download the latest drivers. Please use the link below for your graphics card manufacturer:
NVidia: http://www.geforce.co.uk/drivers
AMD: http://support.amd.com/en-us/download
Still Experiencing Issues after the Above Troubleshooting Steps?
If you are still experiencing issues after these steps, please create a support ticket here: https://support.ubi.com/en-GB/AskQuestion
When creating a support ticket, we ask you to provide system reports to help us find the cause of your issue. These system reports are a DXDIAG and a MSINFO report. Please follow the steps below on how to generate these reports in a text file:
To do this for DxDiag:
- Hold down the Windows key on the keyboard and press 'R'.
- Type 'dxdiag' and click OK.
- This will open the DirectX Diagnostic Tool.
- Click the Save All Information button at the bottom.
- Save the file to your Desktop with the name 'dxdiag.txt'.
To do this for MSINFO:
- Hold down the Windows key on the keyboard and press 'R'.
- Type MSINFO32
- Click OK.
Once loaded click File > then EXPORT (not save) the file locally to your system, now please upload the files to us from our Support website.
If you are unable to attach a file because it is too big to attach, please compress the file into a .zip folder using a program such as Winzip which is free.
If possible, please provide game logs:
Navigate to: \Users\USERNAME\Documents\My Games\Might & Magic Heroes VII - Beta 2\MMH7Game\Logs
Please send us the Launch.log which is the one from the latest game execution and please also include Launch-backup-DATE-TIME
Also when creating a support ticket, we ask you provide as much information as possible about the issue you are experiencing and please confirm any troubleshooting steps you have already done.