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  1. #11
    ubi--unicorn's Avatar Ubisoft Support Staff
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    General PS4 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 refer to this official Sony article.

    2. Power cycle your PS4
    Try power cycling your PS4 as a first step.
    • Turn off the PS4.
    • Disconnect the power cable.
    • Wait 1 minute.
    • Reconnect the power cable and restart the console.

    3. Rebuild your PS4's database
    Rebuilding your database is similar to a computer disk defragmenter and will not affect your save data.
    • Turn off the PS4.
    • Once the PS4 is off, press and hold the power button until the PS4 beeps twice (this may take up to 10 seconds).
    • Connect the DualShock controller with a USB cable.
    • Once connected, press the PS button on the controller. You should now see the Safe Mode options on the PS4.
    • Select option "5. Rebuild Database" and press X.
    • "The database will be rebuilt, it might take a few hours to rebuild the database" will show on the screen, press "OK".
    • Allow the database to rebuild. Afterwards the console will return to the sign-in screen.

    4. Restoring Licenses
    If you bought the game digitally or redeemed it via the PlayStation Store, try restoring licenses . This ensures that any content on your console matches your account's privileges.
    • On the PlayStation Dashboard, select Settings
    • Select Playstation Network/Account Management
    • Choose the option to Restore Licenses
    • Select Restore

    5. Reinstalling the game files
    If the issue persists or if you own a physical copy of the game, please try reinstalling the game files.
    If the game is visible on the PlayStation home screen:
    • Hover over the game tile.
    • Press the Options button.
    • Select Delete.
    You can also complete this, by following these steps:
    • Scroll to the right to locate the Library.
    • Hover over the game tile.
    • Press the Options button.
    • Select Delete.
    Please note, this will not affect your save data.

    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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