Hello
ive tryed all diffrent settings in the game ive set it to lowest and up to highest
whenever i try to enter any building like withe house or such my fps drop from 100 to 1
and i start falling trough the floor and all kind of bugs
and i can back out of the building very slowly and the fps jumps back up to a 100
im running a
amd ryzen 7 2700X
nvidia 2060rtx
16gigs corsair 3200mhz ram
rog strix B450-F
on windows 10
all other games run perfectly only happens with division 2
have updatet all mobo drivers and grapich drivers tryed direct x reinstall
game reinstall
tryed removing some programs wich could conflict
while messing around with all this
i found that somethimes the game works fine and i can exit and re enter and it dosnt work again so in order to get it to work i have to enter and exit the game around 30-50 times
and might get lucky and get it working for a session
game runs perfectly running outside area but cant enter buildings anymore
Hello maybrittc, welcome to the forums!
Sorry to hear that you are experiencing FPS drops.
Can you please try the troubleshooting steps here?
If the issue persists, could you please submit a support ticket on our Support Site?
Please attach both of the following system files.
Our Customer Support team will investigate this further for you.
Blake B @Ubisoft Support wrote: Aug 30, 2020 at 10:05 PM EDT
Hey icecold1331!
Thanks for contacting Ubisoft Support, and sorry to see that system scan didn't solve the issue!
Next, please go ahead try starting the game while in Safe Mode by following the steps below.
1. Click on the Start Button
2. In the Search box type in MSCONFIG and press Enter
3. Click on the Boot tab
4. Under Boot Options choose Safe boot and check the radial for Network
5. Click on Apply
6. Click on OK and a dialogue box should appear asking if you wish to reboot your computer, click on Yes
If your PC experiences issues when trying to load the OS, you can access Safe Mode using these alternative steps.
1. Eject CD / DVD discs from computer drives.
2. Power on your PC.
3. Press F8 before the Windows logo appears on the display:
- If you have more than one operating system installed on the computer, select the desired OS and press F8.
- In some hardware configurations, F8 serves for selecting a bootable physical drive. In this case, you should select the hard disk with the operating system installed, press Enter and immediately F8.
Be sure to select Safe Mode with Networking in the boot options.
You can find more information regarding Safe Mode here:
https://support.microsoft.com/en-us/...c-in-safe-mode
Once your system has finished loading, start the game and see if the problem persists.
Please let me know if you have any questions, and I hope you have a great day!
Blake B
Ubisoft Support
You wrote: Aug 30, 2020 at 08:48 PM EDT
I have completed the Windows system files are missing or corrupted task you asked me to do, I have attached the screen shot of the result, I will save you the trouble of looking at it, NO ISSUES. I have also attached the msinfo32 file. Please patch the game, this is not a PC issue this is a game issue. I am not the only one in the group I play with that is having this issue. I think Ubisoft needs to look at fixing the known issues before adding new ones. Like i reported when I created the ticket on August 24th, I had ZERO issues before the morning of the 18th "update/patch" that was done.
Gabriel G @Ubisoft Support wrote: Aug 29, 2020 at 09:22 AM EDT
Hello icecold1331, my name is Gabriel and I will be happy to help with any lingering concerns!
I'm sorry to hear that you were having trouble with this! I noticed a number of errors relating to Windows updates and resources in the Microsoft System Information (MSINFO) file. Namely, the DLL faulting modules stood out to me
I would like to see if any of your Windows system files are missing or corrupted. I've linked the related guide on running a scan of this below:
https://support.microsoft.com/en-us/...rrupted-system
Note: You will only need to complete steps 1 - 4 to complete the scan
If the issue is resolved following this scan / repair, excellent! I hope you have a great time playing, otherwise, please take note of the results of the scan when updating your case
Best Regards,
Ubisoft Customer Support
Gabriel G.
You wrote: Aug 29, 2020 at 01:46 AM EDT
I am still having the same issue with the FPS drop. Here is a link to a clip of the frame drop. You can watch the whole video and see where I accidentally went into buildings and took for ever to get out.
https://clips.twitch.tv/HeartlessPlumpLegPastaThat
Dave P @Ubisoft Support wrote: Aug 25, 2020 at 08:10 PM EDT
Hello icecold1331,
I am Dave from Ubisoft Customer Support. Thank you for keeping in touch!
Please try disabling any startup applications or services that could be causing a conflict with the game itself.
Using the Selective Startup option, you can turn services and startup programs on or off individually to see if the problem occurs the next time you restart your computer. If you select a check box, the service or startup program will run when you restart Windows. If the check box is cleared, the service or startup program will not run when you restart the computer. Please follow the steps below for the version of Windows you are running. Once complete, skip to the final step for identifying the root cause.
Windows 8 / 10:
1. From the Windows Start, search for msconfig.
2. Select System Configuration / msconfig.exe from the search results.
3. On the Services tab of the System Configuration dialog box, click to select the Hide all Microsoft services check box, then click Disable all.
4. On the Startup tab of the System Configuration dialog box, click Open Task Manager.
5. On the Startup tab in Task Manager, for each startup item, select the item then click Disable.
6. Close Task Manager.
7. On the Startup tab of the System Configuration dialog box, click OK, then restart the computer.
More detailed steps can be found here: https://support.microsoft.com/en-us/kb/929135
Identify the system service that is causing the problem:
a. Click the Services tab, click Disable all, select the check box for the first service that is listed then restart the computer. If the problem does not occur then you can eliminate the first service as the cause of the problem.
b. With the first service selected, select the second service check box, then restart the computer.
c. Repeat this process until you reproduce the problem. If you cannot reproduce the problem then you can eliminate system services as the cause of the problem. Perform the following task:
Identify the startup item that is causing the problem:
a. Click the General tab, and select the Load startup items check box.
b. Click the Startup tab, click Disable all, select the check box for the first startup item that is listed then restart the computer. If the problem does not occur then you can eliminate the first startup item as the cause of the problem.
c. With the first startup item selected, select the second startup item check box and restart the computer. Repeat this process until you reproduce the problem.
More details on troubleshooting in clean boot can be found here: https://support.microsoft.com/en-us/...%20the%20issue
System Configuration is intended to find and isolate problems, but it is not meant as a startup management program.
To permanently remove or turn off programs or services that run at startup, please see the following link:
http://windows.microsoft.com/en-us/w...gram=windows-7
We appreciate your passion and time spent with our games. If the issue continues when the computer is booted in this minimal state, please capture footage showing the issue and upload that to Youtube or a similar page. Once the footage can be viewed please include that and an MSINFO file (also created in the minimal boot state) with an update on your case.
Stay safe and healthy!
Dave P
Ubisoft Customer Support
You wrote: Aug 25, 2020 at 06:59 PM EDT
I have uploaded msinfo32 and have tried going into buildings on Division 2 with the same results. I was hoping that the update that took place on the Division servers earlier would have fixed the issue.
Michael W @Ubisoft Support wrote: Aug 24, 2020 at 07:02 PM EDT
Hello,
Thank you for responding accordingly.
Do you mind sending us an updated msinfo?
1. Press the Windows key and the "R" key at the same time.
2. In the Open box, type 'msinfo32' (without the quotes) and click OK.
3. When the program comes up, open the Software Environment section on the left side and select Windows Error Reporting.
4. Make sure that the Windows Error Reporting has also completely loaded prior to saving.
5. At the top, click on File and click on Save.
6. Click the 'save' button to save the file as an .nfo file to your Desktop.
7. Click the following link: https://support.ubi.com/en-US/Cases
8. Enter your Ubisoft Account credentials and click Login.
9. Click on the question that you wish to update.
10. Click "Attach documents"
11. Find the ".nfo" file to attach the MSINFO32 file and click Open.
12. Click "SUBMIT ATTACHMENTS" to complete the incident.
If you receive an error stating that the file is too large, you will need to compress it.
1. Right-click the file.
2. Hover over the Send to option, and then select the Compressed (zipped) folder.
3. A new ZIP file will be created.
Once received, we will examine your system information and get back to you as soon as we can with a possible solution to your problem.
Sincerely,
Michael W
Ubisoft Customer Support
You wrote: Aug 24, 2020 at 05:50 PM EDT
I downloaded all fresh Microsoft Visual C++ redistributables and I am running most current update for windows. I tried the game again and still having the same issues when I go into a building I drop to 1 FPS.
Jason C @Ubisoft Support wrote: Aug 24, 2020 at 04:01 PM EDT
Hello icecold1331,
Thank you for contacting Ubisoft Customer Support.
Many of our games rely on external code libraries such as DirectX, Microsoft Visual Studio C++, and the Microsoft .NET Framework. If you're attempting to run a game that requires these libraries and are encountering a crash or other error, it may be due to the necessary libraries or versions of these libraries not being installed on your PC.
Running Windows Update will install the latest versions of DirectX and .NET Framework that are compatible with your operating system.
For Windows 10:
1. Press the Windows key and I at the same time.
2. Navigate to Update & Security.
3. Click Check for updates, to the right.
For the Microsoft Visual Studio C++ redistributables, you'll want to first check to see which packages you already have installed. You can do this easily from the Control Panel!
1. Press the Windows key and R at the same time.
2. In the search bar, type Control Panel and press the Enter key.
3. On the window that pops up, click Uninstall a program.
4. Scroll through the list and take note of the entries that begin with Microsoft Visual C++. There may be few, but be diligent!
5. Once you've got a list, you can uninstall the programs one by one by right-clicking the entry and selecting Uninstall.
6. Now that we've got a clean slate to work with, we can reinstall those files. Click on each applicable link below to download and reinstall the files you've just taken note of.
Note: Once you press Download on some of these links, you'll be prompted to select individual files to download. If you're running a 32-bit system, you'll only need to run the x86 file. If you're running a 64-bit system, you'll need to download and run both the x86 and x64 files. Lastly, you won't need to download any vcredist_arm files you see.
Additionally, if you have Windows 10, build 18362 or later, you should install the Microsoft Visual Studio C++ 2015/2017/2019 bundle below. To check your build:
1. Press the Windows key and R at the same time.
2. In the search bar, type msinfo32 and press the Enter key.
After the System Information window appears, look for Version in the Item column. The build will share that row (e.g. 10.0.18362 Build 18362). If the number that comes after Build is greater than or equal to 18362, download the Microsoft Visual C++ 2015/2017/2019 bundle. If the number that comes after Build is less than 18362, DO NOT download the Microsoft Visual Studio C++ 2015/2017/2019 bundle.
Microsoft Visual C++ 2010
x86: http://www.microsoft.com/en-us/downl...s.aspx?id=5555
x64: http://www.microsoft.com/en-us/downl....aspx?id=14632
Microsoft Visual C++ 2010 SP1
x86 - http://www.microsoft.com/en-us/downl...s.aspx?id=8328
x64 - http://www.microsoft.com/en-us/downl....aspx?id=13523
Microsoft Visual C++ 2012
x86 & x64 - https://www.microsoft.com/en-us/down....aspx?id=30679
Microsoft Visual C++ 2013
x86 & x64 - https://www.microsoft.com/en-us/down....aspx?id=40784
Microsoft Visual C++ 2015
x86 & x64 - https://www.microsoft.com/en-us/down....aspx?id=48145
Microsoft Visual Studio C++ 2015/2017/2019 Bundle
x86 - https://aka.ms/vs/16/release/vc_redist.x86.exe
x64 - https://aka.ms/vs/16/release/vc_redist.x64.exe
Best Regards
Jason
Ubisoft Support
Live Chat Aug 24, 2020 at 03:55 PM EDT
Jason C: Thank you for contacting Ubisoft Live Support. Please give me a moment to review your case. In the meantime, feel free to add any additional information that may pertain to your issue, and I will be with you shortly.
Jason C: Thank you for waiting.
icecold1331: no problem
Jason C: I see you are asking about a Graphic issue
icecold1331: yes
icecold1331: its been an ongoing issue since last wednesday
Jason C: Your MSInfo shows you are getting multiple Windows errors and DLL issue.
Jason C: We are going to have you perform a clean resources installation. We are going to send you an email to resolve these issues as they are more than likely the cause of the sudden drop in FPS
icecold1331: what is a clean resource installation? is that for the game?
Jason C: It is for your Windows OS, they are external code libraries such as DirectX, Microsoft Visual Studio C++, and the Microsoft .NET Framework
icecold1331: OK
Jason C: we have sent the email
Jason C: Once these steps are done test the game agai
Jason C: again
icecold1331: windows key and I does nothing
Jason C: are you on a Windows 10 pc
icecold1331: yes
icecold1331: windows r brings up the run for microsoft cisual studio c++
Jason C: are you following the steps as they are in the email
icecold1331: For Windows 10:1. Press the Windows key and I at the same time.2. Navigate to Update & Security.3. Click Check for updates, to the right.
icecold1331: that is the steps
Jason C: correct
Jason C: Once you have completed all the steps in the email test your game again and if the issue persists please contact us again
icecold1331: ok\
Jason C: Have a great rest of your day!
You wrote: Aug 24, 2020 at 03:53 PM EDT
The only overlay or hooking program that I have are discord and steam. I disabled both and still go from 100 to 1 frame when I walk into a building. I even tried removing both my keyboard and mouse and used my corsair keyboard and mouse with the same results
Felicia W @Ubisoft Support wrote: Aug 24, 2020 at 09:25 AM EDT
Hello icecold1331,
Thank you for providing that information.
Please try disabling any overlay or DirectX hooking software before launching the game. These overlays can cause issues when the game attempts to load content, or render 3D environments and user interfaces.
The following list of overlay / hooking programs are known to interfere with our games:
- Fraps
- Xfire
- TeamSpeak
- Mumble
- Steam Overlay (read below for further instructions)
- EVGA Precision X
- Gigabyte OC Guru I & II
- ASUS GPU Tweak
- ASUS Smart Doctor
- Gamer OSD
- MSI Afterburner
- MSI kombuster
- Evolve Client
- Overwolf
- Raptr
- Curse Voice
- Discord
- RaidCall
Note: This excludes Uplay as it is required for achievements, etc.
How to disable the Steam Overlay:
1. Launch Steam and click on the "Settings" button.
2. Click on the "In-Game Settings" tab.
3. Uncheck the box next to "Enable Steam Community In-Game" and click OK.
* Disable the Steam Overlay on specific games only by right-clicking on the game title, selecting "Properties" and unchecking "Enable Steam Community In-Game" on the "General" tab.
I would also like to point out that custom peripheral software and third-party game software can cause problems as well:
Razer, Logitech, Steelseries, etc.
After disabling all applications that use an overlay, try running the game again.
Please let us know if you have any further issues.
Kind regards,
Felicia
Ubisoft Support
You wrote: Aug 24, 2020 at 05:13 AM EDT
Both my UPLAY and Division 2 game are located on the same hard drive. As you can see below both are on the same drive. I want to add this is the only game I am having this issue with. every game I have has and have zero issues. I also have from UPLAY Assassin's Creed 3, Odyssey, Rainbow Six Siege. The only game giving me issues is Division 2.
This is where UPLAY is located:
C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher
This is where the game is located:
C:\Documents\My Games\Tom Clancy's The Division 2
Tyler B @Ubisoft Support wrote: Aug 24, 2020 at 03:11 AM EDT
Hello icecold1331,
My name is Tyler, and I hope you're doing well. Thank you for contacting Ubisoft Customer Support.
I am sorry to hear of your experience, and I will gladly look into this issue on your behalf.
After reviewing the preemptively provided device files, which were greatly appreciated. Since you mentioned that you've already looked into a clean slate of GPU drivers, I would like to begin our focus on the storage/memory as I noticed some Radar Pre Leak errors associated with the game reporting by the device.
In other words, this issue you are encountering may be a result of having the Uplay PC Client and your game installation location on different drives. This typically does not cause any issues, but may be problematic depending on the storage configuration of your particular system.
In order to eliminate this as a possibility, we recommend installing your game data and the Uplay PC Client on the same drive on which your Operating System is installed. If the issue is resolved, you may need to troubleshoot the storage configuration of your PC to run the Uplay PC Client and game data from different locations.
If the issue persists, please upload your MSINFO file which can be found by performing the following steps. This file will allow me to take a better look at your system and may help to diagnose the problem.
1. Press the Windows key and the "R" key at the same time.
2. In the Open box, type 'msinfo32' (without the quotes) and click OK.
3. When the program comes up, open the Software Environment section on the left side and select Windows Error Reporting.
4. Make sure that the Windows Error Reporting has also completely loaded prior to saving.
5. At the top, click on File and click on Save.
6. Click the 'save' button to save the file as an .nfo file to your Desktop.
7. Click the following link: https://support.ubi.com/en-US/Cases
8. Enter your Ubisoft Account credentials and click Login.
9. Click on the question that you wish to update.
10. Click "Attach documents"
11. Find the ".nfo" file to attach the MSINFO32 file and click Open.
12. Click "SUBMIT ATTACHMENTS" to complete the incident.
If you receive an error stating that the file is too large, you will need to compress it.
1. Right-click the file.
2. Hover over the Send to option, and then select the Compressed (zipped) folder.
3. A new ZIP file will be created.
Once received, we will examine your system information and get back to you as soon as we can with a possible solution to your problem. Thank you for your patience and time.
Best Regards,
Tyler B.
Ubisoft Customer Support
You wrote: Aug 24, 2020 at 02:50 AM EDT
The last 2 days I have been playing Division 2 between 70-140 FPS, which is great, the graphics are amazing. The issue that I am having is when ever I go into any building and some tents, my FPS drops to 1 instantly. I have dumb down the graphics. I have uninstalled and re-installed the game. All my drivers are up to date. I did a fresh install on my graphics card. I am at a loss. I seems like it came from the last update Division 2 had on Tuesday morning the 18th. I was running fine last weekend. I work all week and don't have time to play. So I was hoping that the re-install and redoing my drivers would have fixed this.
Here is my set up. This is a game issue no a PC issue
CPU: ADM Ryzen 7 2700x
GPU: ASUS ROG Strix GeForce RTX 2080ti 11G
Ram: Corsair Vengeance RGB 4x8 DDR4
Mother Board: MSI X470 ADM motherboard Gaming Plus
CPU COOLER: Kraken X62 280mm Liquid Cooler
POWER SUPPLY: EVGA Supernova 850 G3 80plus Gold
Hello there icecold1331! Welcome to the forums.Originally Posted by icecold1331 Go to original post
I'm sorry to hear you're not satisfied with the support you have received so far. Please be aware that, as part of our troubleshooting, our support team may need to try out several steps as part of their investigation to find the source of the issue. This can include disabling background programmes, updating drivers and supporting software, and running system scans. After carrying out these steps, we will often request new system files so we can review how these changes have affected your system, and to help us with further troubleshooting. I understand that this can get frustrating, and I thank you for your continued patience during these steps.
Thank you for carrying out such extensive troubleshooting so far, and for for sending a video link. It's helped me to understand your issue a lot better. You mentioned this only started to happen for you after a recent patch. Could you confirm which patch this was?
Have you tried rolling your graphics drivers back to an older version? We have found that this can sometimes help players who encounter stuttering and other performance issues in-game. I would recommend trying this to see if it helps to resolve the issue. Please don't hesitate to update us if the low FPS persists after trying this step.