1. #1
    ubi--unicorn's Avatar Ubisoft Support Staff
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    *READ FIRST BEFORE POSTING* Help us help you!

    Hello, and welcome to Hyper Scape PC 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 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
    Frequently asked questions
    Twitch Linking and Extension
    In-Game Purchases and Content

    Troubleshooting and other issues
    System requirements
    Connection troubleshooting
    PC troubleshooting
    Other technical 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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    Frequently Asked Questions

    Will the progress I made during the Hyper Scape Technical Test / Open Beta carry over to the final game?
    Items unlocked as part of the Battle Pass during the Technical Test / Open Beta will remain on your account even after the test finishes. You will be able to access them on all platforms when the full game is released.

    How does the Battle Pass system work in Hyper Scape?
    Every Battle Pass introduces 100 tiers, each with different objectives you can complete to unlock Champions and customisation items. Your Battle Pass progress will be reset every Season.

    Each Season will offer a Free Battle Pass which is available to all players, a Premium Battle Pass which can be purchased for 950 Bitcrowns, and a Hyper Battle Pass which can be purchased for 2500 Bitcrowns. You can purchase one Battle Pass per Season. Premium and Hyper Passes are only purchasable through the in-game store on PC, PlayStation 4 and Xbox One. Please note that this purchase is non-refundable.
    If you bought the Battle Pass later in the Season, you will unlock premium rewards retroactively to match your current Battle Pass tier.
    Please note that Battle Pass content is bound to the account you purchased it with, and cannot be shared between accounts.

    What peripherals are supported in Hyper Scape for PC?
    • Keyboard and mouse.
    • Xbox One Controller.

    Am I able to remap keys for the in-game controls in Hyper Scape?
    You have the ability to change the mapping of your keyboard and mouse controls. Information can be found here.

    What accessibility features are included in Hyper Scape?
    An overview of accessibility features can be found in this FAQ.

    What are the default control schemes for Hyper Scape?
    The default control schemes can be found here.

    What languages are available in Hyper Scape?
    A list of available languages can be found here.

    Can I choose my data center manually?
    Hyper Scape automatically matches players with the data center with which they have the best ping. It is possible, however, for players to select a preferred region themselves. Instructions on changing data centers can be found here.

    How can I report a cheater in Hyper Scape?
    Please do not report cheaters to the forums as this is against forum rules. If you suspect a player of cheating, please make a note of your session ID and report it to us here.

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  3. #3
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Twitch Linking and Extensions

    What is the Hyper Scape Crowncast Twitch Extension?

    Crowncast is a free interactive Hyper Scape add-on for your Twitch stream. It allows you to share your in-game stats and loadouts with your viewers and give them the opportunity to have a real-time impact on the match! The extension is available to download and activate directly through the Twitch Creator Dashboard. Set it up and launch it on your Hyper Scape stream to let your audience decide what happens next!

    You can disable the extension at any time.

    For more details, check out these FAQS:



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  4. #4
    ubi--unicorn's Avatar Ubisoft Support Staff
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    In-game purchases and content

    Where can I find my unlocked content in-game?
    All content, including Ubisoft Club rewards and Twitch Drops you unlock for Hyper Scape, can be accessed from your locker. Wallpapers, which can be claimed from the Ubisoft Club, will be downloaded to your PC.

    What are Bitcrowns and what can I spend them on?
    In Hyper Scape, Bitcrowns can be used to purchase cosmetic accessories, Battle Passes and Battle Pass tier upgrades. You can obtain Bitcrowns by leveling up specific tiers in the Battle Pass through completing in-game challenges and watching streamers who are using the Crowncast Extension. It is also possible to purchase Bitcrowns from the in-game store.

    Can I use my Bitcrowns on multiple devices?
    Items and Battle Passes purchased within Hyper Scape using Bitcrowns can be used across all platforms you play the game on.
    Bitcrowns earned by progressing your Battle Pass or purchased on the in-game store cannot be transferred between platforms.

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  5. #5
    ubi--unicorn's Avatar Ubisoft Support Staff
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    System Requirements

    Minimum requirements
    Operating System: Windows 8 or Windows 10 (64-bit versions)
    Processor: Intel Core i3 3220 @ 3.3GHz or AMD FX-4130 @ 3.8Ghz
    RAM: 6 GB
    Video card: NVIDIA GeForce GTX 660 (2 GB), AMD Radeon HD 7870 (2 GB) or Intel HD 520
    Hard Drive: 30 GB available storage
    Sound card: DirectX-compatible Sound card card with latest drivers
    Peripherals: Windows-compatible keyboard and mouse, or controller

    Recommended requirements
    Operating System: Windows 8 or Windows 10 (64-bit versions)
    Processor: Intel Core i7 4790 or AMD Ryzen 5 1500X
    RAM: 8 GB
    Video card: NVIDIA GTX 1660 SUPER (6 GB) or AMD Radeon RX 480 (4 GB)
    Hard Drive: 30 GB available storage
    Sound card: DirectX-compatible Sound card card with latest drivers
    Peripherals: Windows-compatible keyboard and mouse, or controller

    The recommendations for running Hyper Scape at higher resolutions can be found here.

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  6. #6
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Connection Troubleshooting

    If you are having issues with your connection to Hyper Scape, 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. Make sure there are no software conflicts
    A common cause of lag, disconnections or other connection issues is software conflicts.

    • Make sure that your proxy settings are setup correctly.
    • Update any personal firewall software.
    • Make sure that Windows Firewall is updated by making sure your Windows is current and updated.
    • If updating these programs does not help, try to configure the software to allow access to the game. This is usually done through the Exceptions List. If adding the game, make sure to add the executable (.exe file) for both Hyperscape and Uplay
    • Disable all background applications before running the game.


    3. 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.

    4. 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, please set up a static IP for your PC. Steps on how to do this can be found here.

    The ports that are needed for Hyper Scape are:

    TCP: 80, 443, 50000 - 52000
    UDP: 3074, 30000 - 32000

    5. Reset your host file
    Resetting your host file rules out that an outdated configuration is the cause of your issue. The Hosts file is a text file created as part of your Windows OS. For steps on how to do this, please check out this FAQ.

    6. Flush your DNS.
    Your DNS cache stores the IP addresses of web servers and may have bad information. We recommend flushing your DNS cache to improve your connection. Instructions can be found here.

    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.

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  7. #7
    ubi--unicorn's Avatar Ubisoft Support Staff
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    PC Troubleshooting

    If you are experiencing crashes or other issues on Hyper Scape, please try the following steps:

    1. Verify files
    A good first step is to verify files. This checks to make sure there are no missing or corrupted files.
    • In Uplay, click on Games tab at the top of the window
    • On the next screen, hover over the game tile. This will make a little arrow appear at the bottom right of the tile
    • Click on this arrow to make a drop-down menu appear, then click on Verify files

    2. Run Uplay with administrator rights
    To do this:
    • Right-click the desktop icon of the application (or the executable file in the INSTALLATION DIRECTORY) and select Properties.
    • Select the Compatibility tab.
    • Click Change settings for all users.
    • Under Privilege Level, check Run this program as administrator.
    • Click Apply.
    For more information on running programs as administrator, click here.

    3. Disable background applications
    A software conflict may be causing this issue. To do this:
    • Go to the Start menu on your Desktop. Press the Windows key and the letter R at the same time.
    • Type in MSCONFIG and press Enter.
    • Uncheck the Load Startup items box, then select the Services tab.
    • Check Hide all Microsoft services, then click the option to Disable All.
    • Press Apply, then Close and pick the option to Restart.
    Try the game again, and see if this helped.

    4. Check for Windows Updates.
    If your operating system is out of date, it may cause issues. Please check this official Microsoft article for further details.

    5. Uninstall and reinstall Uplay
    It is strongly suggested you back up your save files before attempting this step.The uninstaller by default is found in C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher. You can reinstall Uplay by going here. Details on this step can be found on this FAQ.

    6. Make sure your drivers are updated

    Ensure that the drivers for your video card, sound card, motherboard and processor are all updated. SLI may also cause issues. If you are overclocking, try running at stock settings. You may want to also perform a clean installation of your video card drivers (AMD, NVIDIA)

    7. Clear your temporary files.

    • Go to the Start menu on your Desktop.
    • Press the Windows key and the letter R at the same time.
    • Type in %TEMP% and press Enter.
    • Select All (Edit > Select All or Ctrl+A).
    • Click the Delete key.


    8. Reinstall supporting software
    Instructions on performing this step can be found here.

    If you need further assistance, please click here!

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  8. #8
    ubi--unicorn's Avatar Ubisoft Support Staff
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    Other technical issues

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

    Performance Issues
    Check if your PC meets the System Requirements for Hyper Scape
    If your setup meets the minimum requirements, we recommend running the game with lower graphical settings, as higher presets may strain your system.
    If your setup meets the recommended requirements, the game will run smoothly in the vast majority of cases but specific graphical settings may require more powerful hardware.

    Complete our PC Troubleshooting Guide
    The guide contains a set of universal troubleshooting steps that often resolve issues with running the game.

    Change graphical settings
    Lowering or turning off certain graphics options like the resolution, quality, or V-sync, can help improve the performance and increase your FPS.
    Go to Settings > Video and start tweaking!

    Error messages in the Crowncast Extension
    If you are getting an error message in the Crowncast Extension, please click here.

    If you need further assistance, please click here!

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  9. #9
    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. Your computer’s specifications. If you are not sure of your specifications, you can run a DXDIAG report. After you have ran the DXDIAG report, please tell us the following: Operating System, processor, memory (RAM), and display card (graphics card) name.
      • Example: Windows 10 Home 64-bit (10.0, Build 16299). Intel ® Core i5-8350U CPU @1.70 GHx (8 CPUs). 8192MB RAM. NVidea GeForce GTX 970
    6. Any screenshots or video of the issue, if possible. Please upload these to a hosting site, such as Imgur or YouTube.
    7. 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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  10. #10
    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
    If you are creating a support ticket for an issue, please include information about the troubleshooting you have tried, and your MSINFO/DXDIAG.
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