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  1. #1
    ubi--unicorn's Avatar Ubisoft Support Staff
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    *READ FIRST BEFORE POSTING* Common issues and frequently asked questions

    Hello, and welcome to The Division 2 Xbox One support forums. This forum is for technical support and bug reporting. If you'd like to post a suggestion or feedback, please do so in Suggestions and Feedback.

    In this thread, you will find commonly asked questions in this forum, as well as self-help resources. If you need further help, please check out this link for ways to get the best and fastest help on the forums.

    Gameplay
    Basic gameplay questions
    Accessibility

    Accounts, in-game purchases and other extra content
    Premium credits
    Contents of editions and the year 1 pass
    Contents of ULCs
    Missing content
    Accounts and other content issues

    Troubleshooting
    List of error codes in The Division 2
    Connection troubleshooting
    Xbox One troubleshooting
    Other common issues

    If you need further assistance, please click here!
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  2. #2
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Basic gameplay questions

    In this post you will find frequently asked questions about gameplay in The Division 2.

    How does crafting work?
    To start crafting you will need a Blueprint (which can be discovered through different activities such as weekly projects), and materials. All items can be crafted through the Crafting Station in the base of operations. For in-depth instructions on crafting and upgrading the Crafting Station, please check out this FAQ.

    What should I know about loadouts
    Loadouts allow you to save up to six different combinations of gear, skills and talents. If you are having troubles switching loadouts, please make sure you are not in combat. More information on saving, equipping, and modifying loadouts can be found on this FAQ.

    What information should I know about Specializations
    Specializations are available once you reach level 30. You also need to complete all three Stronghold missions: Roosevelt Island, District Union Arena, and Capitol Building. You can choose between four specializations, with their own signature weapon and a signature weapon slot added to your loadout. For more details on the different specializations and how to activate these, please take a look at this FAQ!

    What should I know about modding weapons/gears?
    You can mod your equipment to further specialize behavior or stats. Weapons can be modded to include attachments such as magazines and muzzles. Each weapon mod has it's own drawback though! You may use a weapon mod on as many items as you want, as long as it works for that weapon. Gear mods drop like normal loot, follow the same quality rules, and can be attached to gear with empty gear slots. However these do not have a drawback, but they can only be equipped to one piece of gear at a time. More details and in-depth steps on applying mods can be found here.

    How can I upgrade Exotics?
    Exotics can be upgraded at the crafting station in the base of operations. Once you have recruited Inaya, she will stand next to the crafting station and offer blueprints for sale for any Exotic that is in your inventory or stash. If you would like to upgrade a specific weapon, please note the following:
    • Any Exotic with a gearscore lower than GS 500 can be upgraded.
    • You need to own the Exotic you want to upgrade
    • To upgrade a weapon, you need to have the right blueprint specific to it (Currently there is no blueprint available for Sweet Dream - the weapon cannot be upgraded to GS 500)
    • You will need one exotic crafting component, as well as any other materials stated in the blueprint. These components can be obtained by deconstructing another Exotic. Deconstruction will yield 2 exotic components.
    • The exotic will be upgraded to the same tier as the crafting station.
    • When you upgrade the weapon, talents on the weapon will remain the same, but any new values will be scaled to the new gearscore.
    More information on upgrading exotics can be found on this FAQ.

    What should I know about the Shepard system?
    Once you respond to a Call for Back up, they can award you an Endorsement. Ten Endorsements unlocks an unique title. After answering the call, helping the agent will fill up the assistance gauge. When the gauge is full, they can then award an Endorsement. Once the title is unlocked, you can level your Shepard rank up by continuously aiding your fellow agents. More details can be found on this FAQ.

    Other frequently asked questions
    Please check out these FAQ links for more details!

    Still need assistance? Please click here for information on creating a forum post.

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  3. #3
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Accessibility

    Below is a description of accessibility features in The Division 2.

    Aim assist
    Aim assist is available in the game. To activate it, please follow these steps:
    • Open the main menu, and select the settings tab
    • Enter the Controls menu
    • From there you can turn aim assist on or off

    Difficulty levels
    The main story missions can be done in three levels: story, normal and hard. Main missions can be done on Challenging as well if you have reached WT4

    Subtitles
    The Division 2 has subtitles and they can be customized! To activate:
    • Open the main menu of the game and select Settings.
    • Enter the Language sub-menu.
    • On this screen, highlight the Subtitle Language option and switch between the languages to enable subtitles.
    In the language sub-menu, you can also tweak subtitle size/contrast and enable closed captioning and highlights. Large font and colored subtitles are also available in the accessibility menu.

    Menu narration
    There is a menu narration option. Please note this is only available in English. To access:
    • Open the main menu and select settings.
    • Enter Accessibility sub-menu.
    • Select "yes" under Enable Menu Narration

    Text to Speech Chat / Speech to Text Chat
    The Division 2 has text to speech or speech to text for chat. Please note that these features will not work in the clan channel. To enable this:
    • Open the main menu select the Settings tab.
    • Enter the Accessibility sub menu.
    • Select Enable Text To Speech Chat or Enable Speech To Text Chat

    Vibration feedback
    Vibration feedback can be enabled for your controller. To enable this:
    • Open the main menu and select settings.
    • Enter Controls sub-menu.
    • Make sure your controller is connected.
    • Set "Gamepad Vibration" to on

    Colorblind mode
    The Division 2 has a colorblind mode. To activate this:
    • Open the main menu select the Settings tab.
    • Enter the Accessibility sub menu.
    • Select Colorblind Mode and switch between the different options (Deuteranopia, Tritanopia, Protanopia) to enable a mode.

    Changing the game's contrast
    You can change the contrast for either the UI or the game.
    UI
    • Open the main menu select the Settings tab.
    • Enter the Accessibility sub menu.
    • Select the High Contrast UI option and set its value to Yes.

    In-Game contrast
    • Open the main menu select the Settings tab.
    • Enter the Graphics sub menu.
    • Select the Contrast option and tweak the value to match your needs


    Still need assistance? Please click here for information on creating a forum post.

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  4. #4
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Premium credits
    For more information on premium credits, continue reading this post!

    What are premium credits and how can I use them?
    Premium credits are the premium currency in The Division 2 and can be used to acquire cosmetic items in the Apparel menu. You can see the available items by going to Apparel > Apparel Store.

    How can I tell if my premium credits were added to my account? What should I do if I did not receive premium credits?
    You can see your balance of premium credits by going to Store > Premium Credits. If your credit balance hasn't been updated, please check your transaction history. You can find instructions on how to do this here. If the transaction appears but you did not receive your credits, please wait 24 hours for the balance to update. If you do not receive your credits after 24 hours, please create a support ticket with a screenshot of your transaction history.

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  5. #5
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Contents of editions and the year 1 pass
    Below you will find an overview of the content included in different editions of The Division 2 and the year 1 pass.

    Editions
    Standard
    • The Division 2 (game)

    Gold Edition
    • The Division 2 (game)
    • Year 1 pass

    Ultimate edition

    Dark Zone Collector's Edition
    • The Division 2 (Game)
    • Battleworn secret service pack
    • Capitol defender pack
    • Ubicollectibles 30cm-high figurine of Heather Ward the Tom Clancy's The Division 2 Specialised Agent
    • Book of lithographs
    • Washington D.C. map
    • Selected game soundtrack
    • Premium collector's box

    Phoenix Shield Collector's Edition

    Please check with your retailer before purchasing as content might vary depending on your region.

    Year 1 pass content
    • 7 day early access to episode narrative content
    • Instant unlock of the Year 1 specializations
    • Exclusive access to classified assignments
    • Access to one additional Bounty per week and one extra Project per day for a Challenging mission (perk ends March 1st 2020)
    • Access to exclusive rewards: the Agent Ward Outfit and the Scout emote

    For more information on the year 1 pass, please check out this FAQ.

    For more information on the ULCs, please click here. If you are missing content, please click here for our missing content post.

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  6. #6
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Contents of ULCs
    To find out what is included in various ULC packs, please keep reading.

    First Responder Pack
    • First Responder outfit
    • First Responder weapon skin

    The Capitol Defender Pack
    • Hazmat 2.0 outfit
    • Lullaby weapon
    • Lullaby blueprint

    The Battleworn Secret Service Pack
    • Secret Service outfit
    • Secret Service weapon skin
    • Specialised quality emote

    The Elite Agent Pack
    • Ruthless weapon
    • Ruthless weapon blueprint
    • Additional stash space
    • Special skill effect

    To find your ULC content, these will be available through your Stash in the Mailbox tab. You may then move them to your inventory via the Move to Inventory option.
    • To find your outfits, backpack trophies and emotes, navigate to the Apparel menu.
    • To find your weapon skins, head to Inventory > Weapons > Mod > Skin
    • To find your blueprints, visit the crafting station at the Base of Operations.
    • To find skins for your turret, ballistic shield, drone, seeker mine and firefly, go to your Inventory and navigate to Skills > Skill name > Mod > FX. Please note that you will have to unlock the skills to gain access to these menus.


    If you are missing content, please click here for our missing content post.

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  7. #7
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Missing Content

    If you've redeemed bonus content and cannot find your content in game, please try the following steps:

    1. Make sure that you have redeemed your code in the correct place. To do this:
    • Start your Xbox and log in with your account. You can also create an account online
    • On Xbox One, say Xbox, use a code or select Xbox Store > Browse games > Use a code.
    • Enter the 25-digit code. You can also redeem the code here
    An Xbox Live download code is valid for one-time use only with Xbox One systems.

    2. If the items are missing in game, please check if they need to be downloaded and installed manually. To check this on Xbox One:
    Press the Xbox button on your controller, then scroll down and select My games & apps from the guide.
    OR
    From your console dashboard's Home menu
    • To the right, you will see a grid with all the Installed games and apps.
    • Toggle to Ready to install to see which content can be downloaded to your console.
    • Select the game you would like to install the content for.
    • Choose Install all to download all available game files and add-ons.


    3. Clear your Xbox's cache. To do this:
    • Turn off the Xbox completely
    • Unplug the Xbox for two minutes


    4. Double check that the items are available to you in game. Click here for more information on the content included in various editions and year 1 pass. Click here for information on ULCs.

    If the items are still missing, please create a ticket with the following information:
    • What edition did you purchase?
    • Which pack or bonus content did you redeem?
    • What content exactly is missing?
    • Proof of purchase.


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  8. #8
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Accounts and other content issues

    How do I link my Xbox One account?
    To link your account, simply access Uplay through the game. Or, you can log on to account management section here. Navigate to the Account Information tab, and you will see Linked Accounts at the bottom of the page. From there, you can choose the console you wish to link. Click Link Account below the associated platform you wish to link.

    I can't access my Ubisoft account!
    I forgot my password!
    For information on changing your Ubisoft Password, please check out this FAQ!

    I do not have access to my email account
    If you do not have access to your email, please reach out to us either at account support or on social media (Facebook, Twitter) in a private message.

    If you still need help with your account, please reach out to us at account support or on social media (Facebook, Twitter). If messaging our social media support, please do so in a private message.

    Do I need Xbox Live Gold to play The Division 2?
    To enjoy multiplayer, you will need Xbox Live Gold.

    Can I share content on Xbox One?
    Currently bonus content will not be shared to all users on the console. This is an issue that we are currently investigating and hoping to fix very soon. We will update this FAQ when we have more information.

    Still need assistance? Please click here for information on creating a forum post.

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  9. #9
    ubi--unicorn's Avatar Ubisoft Support Staff
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    List of error codes in The Division 2
    Below is a list of error codes that you may encounter in The Division 2

    DELTA01
    Your connection has failed to connect to the game server. Please try the troubleshooting listed here.

    DELTA02, DELTA03, DELTA04, DELTA05
    Your connection to the server has been lost. Please try the troubleshooting listed here.

    DELTA06
    Your connection to the servers timed out. Please try the troubleshooting listed here.

    BRAVO06
    This error code occurs if you have been signed out of Xbox Live while playing. If this occurs to you consistently, please check out this Microsoft article.

    MIKE01
    This means your connection failed to connect to the game server. Please check the status page to see if there is a maintenance, degradation or outage. If there is no maintenance, degradation or outage occurring, please try the troubleshooting listed here.

    ECHO-01
    Please try logging out of the game, waiting 15 minutes and then trying again. You should now be able to play normally.

    OSCAR-03
    A workaround for this error is to download the patch on another Internet connection. A fix is being worked on, in the meantime.

    Still need assistance? Please click here for information on creating a forum post.

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  10. #10
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Connection troubleshooting
    If you are having issues with your connection to The Division 2, please try the following troubleshooting steps.

    1. Reset your network hardware
    Resetting your network hardware allows it to re-establish a fresh connection to your ISP. To do this:
    • Shut down all computers/consoles connected to your modem and/or router.
    • Power down and unplug the modem and/or router.
    • Wait 60 seconds.
    • Plug in and turn on the modem and/or router
    This will power cycle your modem or router.

    2. Power cycle your Xbox One
    Power cycling your Xbox will do various things, including reset your hardware's network activity.
    • Turn off your console by holding the Xbox button on the front of the console for about10 seconds.
    • Turn your console back on by pressing the Xbox button on the console/ the Xbox button on your controller.
    Note If you don't see the green boot-up animation when the console restarts, repeat these steps. Make sure that you hold the power button until the console completely shuts down.

    3. Clear your Xbox's cache
    Clearing the cache erases temporary files, which if they become corrupted, may lead to connectivity issues. To do this:
    • Turn off the Xbox completely
    • Unplug the Xbox for two minutes
    • Turn the Xbox back on
    Note: this will not clear any saves or installation.

    4. Enable UPnP
    Some players have reported that enabling UPnP helped them to fix their issue. UPnP stands for Universal Plug and Play and allows applications to automatically forward ports. Due to the amount of different routers, we cannot provide exact steps and recommend you consult your routers manual or your ISP.

    5. Port Forwarding
    Port forwarding makes sure that the router's firewall does not interfere with the game's connection. For more information, please check out this FAQ. If you forward ports, you will also want to set up a static IP for your Xbox One. Instructions on this can be found here.
    The ports needed for The Division 2 are:

    TCP: 13000, 27015, 51000, 55000, 55002
    UDP: 22000-22032

    6. Place the console into the DMZ
    Please follow the instructions on this FAQ. Please be aware that your Xbox will not be protected by your router's security measures in the DMZ. If you have concerns about the security of the network you are on, we recommend that you do not apply this troubleshooting step.

    7. External restrictions
    There may be restrictions set by your ISP or network administrator. Some examples of where this may be an issue include a university campus, a military base, or shared housing. If you believe this you are affected by this, please contact your ISP or network administrator.

    If you are still experiencing connection issues after completing these steps, please create a ticket with a screenshot of your forwarded ports. Please do not post your ports on the forums for security purposes. If you create a forum post, please include this ticket number.

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