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  1. #1

    Key Mapping Crashing Game

    Hello all,

    I am trying to re-map the gear up and down keys for my Razer Wolverine controller. Whenever I try to remap them - the game crashes. Any help?
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  2. #2
    Ubi-Spud's Avatar Ubisoft Support Staff
    Join Date
    Oct 2018
    Posts
    3,226
    Hey Beardboy!

    I'm sorry that the game is crashing when you try to rebind your keys. Please try verifying your game files and testing again. If the issue persists, could you please send over your system files so we can check for specific crash causes?

    DX Diag

    MSINFO
     1 people found this helpful
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  3. #3
    Sorry for taking so long to reply - I work 70+ hours week. I really appreciate you taking the time to respond back!

    To give you the rundown - I just installed The Crew. I ran into the issue where the game would get stuck on installation and never finish, even after being left on all night. I did a google search and found a post to delete "insHelper" and this solved the issue. I haven't played the game past the tutorial at which point I started to try and tweak my settings. Whenever I try to change the keybindings (shift up and shift down) for the Razer controller,the game crashes and closes with no errors. Sorry for my illiteracy, but I am unsure what system files to send and how. I attempted to google help, but fell short handed. I did find what my computer specs are if that helps? Thank you again for your help and look forward to speaking with you further!


    OS Name Microsoft Windows 10 Home
    Version 10.0.19042 Build 19042
    OS Manufacturer Microsoft Corporation
    System Manufacturer ASUSTeK COMPUTER INC.
    System Model ROG Strix G712LU_G712LU
    System Type x64-based PC
    Processor Intel(R) Core(TM) i7-10750H CPU @ 2.60GHz 2.59 GHz
    Installed RAM 32.0 GB (31.8 GB usable)
    System type 64-bit operating system, x64-based processor
    Pen and touch No pen or touch input is available for this display
    Adapter Type GeForce GTX 1660 Ti, NVIDIA compatible
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  4. #4
    Ubi-TheBerry's Avatar Ubisoft Support Staff
    Join Date
    Jun 2020
    Posts
    2,971
    Originally Posted by Beardboy Go to original post
    Sorry for taking so long to reply - I work 70+ hours week. I really appreciate you taking the time to respond back!

    To give you the rundown - I just installed The Crew. I ran into the issue where the game would get stuck on installation and never finish, even after being left on all night. I did a google search and found a post to delete "insHelper" and this solved the issue. I haven't played the game past the tutorial at which point I started to try and tweak my settings. Whenever I try to change the keybindings (shift up and shift down) for the Razer controller,the game crashes and closes with no errors. Sorry for my illiteracy, but I am unsure what system files to send and how. I attempted to google help, but fell short handed. I did find what my computer specs are if that helps? Thank you again for your help and look forward to speaking with you further!


    OS Name Microsoft Windows 10 Home
    Version 10.0.19042 Build 19042
    OS Manufacturer Microsoft Corporation
    System Manufacturer ASUSTeK COMPUTER INC.
    System Model ROG Strix G712LU_G712LU
    System Type x64-based PC
    Processor Intel(R) Core(TM) i7-10750H CPU @ 2.60GHz 2.59 GHz
    Installed RAM 32.0 GB (31.8 GB usable)
    System type 64-bit operating system, x64-based processor
    Pen and touch No pen or touch input is available for this display
    Adapter Type GeForce GTX 1660 Ti, NVIDIA compatible
    Hey Beardboy,

    Thank you for getting back to us!

    Were you able to try verifying the game's files as suggested?

    As for you system files, could you please create a case on our Support Site to upload these?

    If you're unable to create a case on the Support Site you can also reach us on Facebook and Twitter

    Here are guides on where to locate your system files and how to export them to send upload them to your case;
    DxDiag

    Msinfo

    If you have any trouble, please let us know, thank you!
     1 people found this helpful
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  5. #5
    Hello and thanks again for your help. I verified my game files it fixed some files, but now I am back to my original issue. I cannot even play the game now. It is stuck on 1/2 of installing after being stuck on 5/6 for 12 consecutive hours. I tried to upload my DxDiag and Msinfo to the directed link and it would not let me - it kept telling me something about COVID-19 and that being the reason why? I don't know, but I am starting to get really discouraged. I work 70+ hours a week and don't want to spend my entire free time trying to play one game when I ample other choices /sadface
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  6. #6
    Ye the controller support is quite wonky (sometimes the xbox one controller can work fine on one pc with the game, but can't work properly on another pc with the same game)
    Maybe there's a conflict with the razer controller driver (especially if it has its own software running in the background)

    For getting stuck on an install, you can force close insthelper.exe in task manager and get the game running again
     1 people found this helpful
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  7. #7
    Ubi-Thrupney's Avatar Ubisoft Support Staff
    Join Date
    Mar 2021
    Posts
    634
    Hi Beardboy, thanks for explaining that for us, and thanks S5yn3T for your additional advice there.

    The MsInfo file we've mentioned keeps a record of any crashes that Windows detects, so that should include the ones you've been facing - as such, it'll be really useful for diagnosing this problem and suggesting a solution. However, as you've noticed, we're not always able to accept new cases on our support website at the moment.

    Would you instead be able to generate the DxDiag and MsInfo files, as described in the two support articles below, and then get in touch with us via Facebook or Twitter, where we'll be able to sort out how to get the files from you?

    DxDiag

    Msinfo

    Thanks so much for your patience with this. We hope to hear from you soon via Twitter or Facebook, so we can help further!
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