Junior Member
Hello. I was going to submit a case for support, but it seems that I don't have the option to because Support Chat appears to be unavailable.
During gameplay, there are occasional instances of the game freezing for up to one minute at a time. Audio can still be heard while the game is frozen. Depending on what was taking place before the freeze occurred, the audio may playback background noises in a loop or dialogue will be played to completion and remain silent until the game is no longer frozen. The freezes appear to occur randomly during normal gameplay. A brief freeze lasting up to about 10 seconds also occurs if the game is minimised and switched back to using ALT-TAB.
This issue was not present when the game was first played in 2019. I am using the same hardware as when the game was first purchased and run in 2019. The average framerate during gameplay is around 70FPS. The game is installed on an SSD. I have attempted to troubleshoot by:
-Accessing the NVIDIA Control Panel and setting the game's power management mode to "Maximum Performance"
-Disabling background applications and running the game after a clean boot, as per instructions detailed here: https://support.ubisoft.com/en-US/Article/000063761
-Ensuring the latest NVIDIA driver is installed
Processor: AMD Ryzen 7 2700X Eight-Core Processor (16 CPUs), ~3.7GHz
Memory: 16384MB RAM
Card name: NVIDIA GeForce GTX 1080
Ubisoft Support Staff
Hello TheRealElSyd,
Sorry to hear that you are experiencing freezes while playing your game.
As you already performed some troubleshooting steps,could you please submit a support ticket on our Support Site?
Please attach both of the following system files.
It will help our Customer Support team to investigate this further for you. If you have any additional questions, please let us know.
Junior Member
Hi. I can't submit a Support Ticket because it says,
"In the light of the current situation, we are temporarily restricting our support to live chat only.
Ensuring our teams’ health and well-being is always one of our top priorities. We are monitoring the evolution of Coronavirus (COVID-19) closely, and adapting our response as the situation develops. As a result, we are temporarily reducing our email support and moving most of our support to live chat.
We appreciate your patience in this time and invite you to consult our available support articles.
* Chat is currently unavailable. Please choose another support method."
Ubisoft Support Staff
Hello TheRealElSyd,
Thank you for the update.
This message means that all of our agents are currently busy chatting with other players or you're trying to reach our team outside of our working hours. Can you please try again within the hours that are listed in the link I provided? Many thanks!
Member
Has there been any update on this? I get freezing in the exact same manner and I can't find a solution anywhere. Same thing happens in Breakpoint. Other Ubi games I play don't exhibit this behavior.
Ubisoft Support Staff
Hello mr_allroy,
Sorry to hear that you are experiencing freezes as well. Have you reached our team with your diagnostic files, by any chance, as previously advised in this thread?
If so, can you please provide us with your case number?
Many thanks and if you have any additional questions, please let us know.
