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  1. #11
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Xbox One troubleshooting
    If you are experiencing crashes, performance issues, or any other issues on The Division 2, please try the following steps:

    1. Make sure your system is up to date
    To do this, connect your console to the internet and check if any updates are available. Please check out this official Microsoft article!

    2. Power cycle your Xbox One
    • Turn off your console by holding the Xbox button on the front of the console for about 10 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. Try another system
    In order to determine if your issue is related to the individual console, your game disc or connection, it may be worthwhile to try with another Xbox One, if possible for you.

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

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  2. #12
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Other common issues
    A list of other common issues can be found below.

    Known issues
    A list of known issues can be found here.

    After killing the Hunters, I have all of the masks, but am stuck at 7/8 Ivory Keys
    If you are experiencing this issue, please create a forum post with the following questions answered:
    • Were you playing in co-op at the time?
    • Were you playing with their primary or another character?
    • Was it your first attempt?
    • Did you get disconnected during the fight?
    • Did you die during the encounter with the Hunter?
    • Was any Hunter killed in another player's session?
    • Can you provide a video of the issue (when you try to summon the hunter until you kill him and do not receive the key)?


    During the sequence "Protect the Noa infrastructure", an indicator is located outside of the mission area.
    We're aware of an issue where an incorrect indicator is displayed while you are realigning satellites during the Protect the Noa infrastructure sequence of the Space Administration HQ mission. As a workaround, look for the laptop located to the right of the mission exit.

    I cannot progress further in a mission or complete an objective
    Below are some tips that we recommend if you are unable to progress in a mission.
    Upgrading settlements
    Completing projects aren't all that is needed to upgrade settlements. More details here.
    Missions and objectives
    If you are having issues with a mission or an objective because it is not displayed or cannot be achieved, we recommend grouping with another agent. Please note that hosting the session may still prevent you from moving past the block, so please join someone's session.

    The Castle Settlement is greyed out
    The castle settlement is different from other settlements, as it cannot be upgraded. You will need to find Agent Kelso to progress. Before Speaking to Agent Kelso, ensure you have cleared American History Museum and the Air & Space Museum main missions.

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

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  3. #13
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Still need assistance?

    If you are still in need of assistance or your issue was not listed here, please feel free to create a forum post! To get the fastest and the best help for your issue, please include as much of the information requested below as possible in your post.

    Please note: If you need account support or support for your purchase, you will need to contact support. Information on contacting support can be found here.

    To start, please include a title that is descriptive of the issue you are experiencing. Ideally, the title should give other posters an idea of the issue before they click on the issue.
    • An example of a good title: Ubisoft Service is currently unavailable error
    • An example of a bad title: HELP ME PLEASE

    In your post, you should be as precise and descriptive as possible. We recommend the following template for the posts:

    1. A short description of the issue. Please include any error codes here.
    2. When the issue started to occur and what you were doing when it first started. Some things to consider would be if the issue started after a cut scene, after an update, during a specific part of the game.
    3. Are you able to recreate the issue? If so, please include recreation steps on how you encounter this issue.
    4. Have you tried any troubleshooting?
    5. Any screenshots or video of the issue, if possible. Please upload these to a hosting site, such as Imgur or YouTube.
    6. If you’ve reached out to Ubisoft Support through our ticketing system, please include your support ticket reference number as well.


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  4. #14
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Contacting Ubisoft Support

    Information on contacting Ubisoft Support can be found below:

    Social media
    Please note that when reaching out to Ubisoft Support on social media about account issues, we strongly recommend private messaging.


    Ticketing system


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