1. #1
    YazX_'s Avatar AC Volunteer MOD
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    [PC] ACU Troubleshooting Guide And Possible Solutions

    Hello Everyone,

    I'm creating this thread for the troubleshooting guide since the post is somehow buried in one of the threads and most of members cannot find it. Please note that those are proposed solutions and unofficial workarounds/steps and might not fix your issue, so this is not a replacement for contacting customer support, and also note these steps didnt come from Ubisoft, they are put together by myself since most of them are standard procedures to diagnose and fix most of problems.

    Please try to follow these steps and see if they would fix your issue:

    Table of contents (Click on any item to jump to the corresponding section):

    1. Game Crash
    2. ACU.exe Launch Error (0xc00007b)
    3. SLI Flickering issue:
    4. Keyboard/Mouse not working:
    5. Stuttering and Freezing every 3-5 seconds:



    The base step is to make sure you have installed Latest Graphics Drivers from Nvidia/AMD before you proceed, always do clean install for drivers, however if the game is still crashing after installing latest drivers, then try the following:

    1. Game Crash:

    1. Verify Game Files either from steam or UPlay depends on the version you have. (this is the most common reason for crashing due to corrupted files), to do so:

    Delete ACU.exe if necessary before verifying files as sometimes UPlay fails to replace the file.

    a. Steam Version (if you bought the game through steam) : Go to Library, right click on the game and select properties, click on Local Contents tab and press "verify Integrity of Game Cache" button.

    b. UPlay version: Click on the game then press the arrow next to "Play" button, select "Verify Game Files".

    Note that sometimes you need to do this more than once, so verify --> let UPlay/Steam repair, rinse and repeat until UPlay/Steam comes up with no errors.

    2. Disable AV/Anti-Spyware as sometimes it conflicts with the game.
    3. Open Start --> Run--> type Msconfig --> Startup tab and uncheck everything there, restart windows afterwards.
    4. Close/Disable any OSD/Overclocking/Recording softwares (Fraps, MSI AfterBurner, Gigabyte OC Guru, Shadowplay,....) before launching the game. (this is the second common reason as some programs inject a D3D hook which causes the game to crash like RTSS even in stealth mode)
    5. Backup your saves then delete them, they are located here:

    https://support.ubi.com/en-US/FAQ/9/...0000000ej5QCAQ

    And make sure to turn off "Cloud saves sync" in UPlay settings to prevent the cloud from restoring them.

    6. Go to [ACU Installation Folder]\Support folder and install DX and VC++.

    7. Make sure you have .Net Framework 3.5 and 4.0 installed. for 3.5, go to Programs and Features and click on Turn on/off windows features on the left, select .Net Framework 3.5 checkboxes and then press ok, for 4.0, download it from Microsoft website.

    8. Backup folder Documents\Assassin's Creed Unity then delete it (this folder contains files for graphics settings and controls mapping).

    9. if you have your CPU and/or GPU Overclocked, then disable OC and run them at stock settings, reset bios to default settings if necessary.

    10. if you have custom resolution and refresh rate defined in NCP or CCC then default it to native resolution and refresh rate, also if you have Nvidia Surround or AMD EyeFinity then disable and let it work on one monitor to see if thats causing the issue.

    11. Disable SLI/Crossfire.

    12. Run the game as Admin, if from steam, exit steam and then run steam as admin.

    13. Disable UPlay Overlay and voice chat from UPlay settings.

    14. if it didnt work, create a new Administrator account in windows and try to run the game from that account.


    NOTE: Make sure that your primary GPU is the discrete one not the iGPU aka Intel HD, this is especially for laptops.

    If none worked, try reinstalling UPlay (download it from uplay.ubi.com and scroll to the end of the page), but before that make a back up of your saves, they are located here:

    https://support.ubi.com/en-US/FAQ/9/...0000000ej5QCAQ

    if it didnt work, try moving the game to a different drive (UPlay Version only NOT STEAM), to do so:

    1. Go to UPlay settings (wheel icon next to minimize button) and set the installation path to the new parent folder on the other drive, as an example, if you want to move the game to D:\Ubisoft\ACU, then this should be D:\Ubisoft. UPlay will show a warning about already installed games will not be moved, click ok and proceed with the folder change, exit UPlay and make sure its closed on tray area as well.

    2. Open registry (Start --> Run --> Regedit), and navigate to those keys:

    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Ubisoft\As sassin's Creed Unity
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Ubisoft\La uncher\Installs\720

    Back them up by Right clicking on each key and select Export, enter file name and save a file per each.

    3. Click on each key, at the right pane, you will see a key value called "installdir", double click on it to change the value to the new location you moved the game to, per our example above, it should be "D:/Ubisoft/ACU" without the quotes and note the forward slash "/", yes its "/" not backslash "\".

    4. Cut/Paste the game to the new installation folder, per our example "D:\Ubisoft\ACU"

    5. Launch UPlay/Game as admin.

    Move Game on STEAM to a different drive:

    1. Cut and Paste the game folder to the drive you want to move the game to.
    2. Uninstall the game from steam.
    3. Install game from steam, now steam will prompt you where to install/download the game, select a drive or folder then click next, DONT CLICK ON FINISH, note it will create a folder called:

    Steamapps

    4. Go to Steamapps folder and create a nested folder called common.
    5. now cut/paste the game folder from step1 to Steamapps\common.
    6. Click Finish on Steam installation wizard and steam should start discovering Game files, once finished, it will show you download finished.
    7. Restart steam as admin then launch the game.

    if none of the above worked, download a program called PorcessMonitor from Microsoft sysInternals , add ACU.exe process to the filter and exclude all filters except File and registry access and see if there is an error about accessing Registry/File system as it might be related. And also it worth your while to check UPlay logs, they are located in Program Files (x86)\Ubisoft\UbisoftGameLauncher\logs, otherwise, please contact Ubisoft Support, link is in my sign.

    Back to Top

    2. ACU.exe Launch Error (0xc00007b)


    http://forums.ubi.com/showthread.php...1#post10478876

    Back to Top

    3. SLI Flickering issue:


    ISSUE HAS BEEN RESOLVED IN PATCH 1.5


    PREVIOUS Workaround was found by community member

    http://forums.ubi.com/showthread.php...1#post10508630

    (All credits goes to the ones who found this workaround not myself) as follows:

    1. Rename file UbisoftLogo.bk2
    2. Rename file pc_TWIMTBP.bk2
    3. Go to "en" folder and rename both files there, note if you are playing the game in other language than english, then go to the corresponding folder and rename the files, as an example, if you are playing in german language, the folder name should be "de".

    Back to Top

    4. Keyboard/Mouse not working:

    1. Install DX and VC++, they are located inside [ACU Installation Folder]\Support\Software. (Restart windows afterwards)
    2. Control Panel --> Device Manager ---> Expand "Human Interface Devices" and disable everything except keyboard and mouse.
    3. Disconnect all devices except keyboard and mouse.
    4. Backup folder Documents\Assassin's Creed Unity then delete it (this folder contains files for graphics settings and controls mapping).

    Back to Top

    5. Stuttering and Freezing every 3-5 seconds:

    Go to Bios Settings:

    1. Disable High Precision Timer.
    2. Disable Intel Speed step (if you have intel CPU)
    3. Disable C1-state.

    The first step is very important since games have a game timer to calculate time between rendered frames, this may cause errors in timing calculations if enabled.

    Back to Top


    P.S: Any off-topic comment will be deleted without prior notice.
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  2. #2

    YazX_'s ACU Troubleshooting Guide Worked for Me

    YazX_'s ACU troubleshooting guide worked for me, where nothing else would!

    I had to verify game files 4 times before all the corruption was removed.
    Without doing all of YazX_'s steps, I would have to repeatedly download 30GB after verification.
    But using his steps I had to download 6, 1.8, 1, and 0.008GB before all corruption was removed.
    Thank you!
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  3. #3
    KmarkoPL's Avatar Senior Member
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    I did try that many times ! nothing helped ! my game still crashing after 10-20 min , ACU has stopped working !!
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  4. #4
    YazX_'s Avatar AC Volunteer MOD
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    Originally Posted by Gazathor2014 Go to original post
    YazX_'s ACU troubleshooting guide worked for me, where nothing else would!

    I had to verify game files 4 times before all the corruption was removed.
    Without doing all of YazX_'s steps, I would have to repeatedly download 30GB after verification.
    But using his steps I had to download 6, 1.8, 1, and 0.008GB before all corruption was removed.
    Thank you!
    You are very welcome, glad it worked out for you

    Originally Posted by KmarkoPL Go to original post
    I did try that many times ! nothing helped ! my game still crashing after 10-20 min , ACU has stopped working !!
    mmmmmm, when was the last time you have updated your MB bios?
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  5. #5
    KmarkoPL's Avatar Senior Member
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    Originally Posted by YazX_ Go to original post
    mmmmmm, when was the last time you have updated your MB bios?
    2 months ago , latest version 2501 released 04/08/2014
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  6. #6
    YazX_'s Avatar AC Volunteer MOD
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    Originally Posted by KmarkoPL Go to original post
    2 months ago , latest version 2501 released 04/08/2014
    i know it might be a game problem but just to eliminate all possibilities have you considered doing some stress hardware testing from RAM, CPU and GPU? or run the game of fresh windows install like dual boot?
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  7. #7

    YazX_'s ACU Troubleshooting Guide Worked for Me

    Specifically I did YazX_'s steps 1-10 on my Uplay/ACU setups. These systems use a single-monitor at the default 1920x1080 resolution.
    I also turned off Windows Indexing/search so that any dynamic patching of downloaded files onto my slow mechanical hard drive is less likely to be tripped up by non-essential disk activity.

    I was able to play all night as an admin user and then reboot this morning and continue playing as a normal non-admin user.

    My system is a Win 7 Dell XPS 8500 with a new Corsair CX600 power supply and a new MSI GTX 970 4GD5T OC GeForce GTX 970 video card.

    My son also has a Win 8.1 Dell XPS 8700 with the same PSU and GPU and is able to play as a non-admin user under Uplay. We have had fewer problems with this system, even though NetNanny and Norton 360 are active.

    To stress test my systems, I simultaneously run Prime95 torture test and Really Slick Screensavers (Hyperspace.scr at maximum settings) for 2-8 hours, which fully exercises both the CPU and GPU. This is a fairly difficult test to pass on an overnight run. The other test to run is Memtest86+ (from a USB boot stick).
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  8. #8
    KmarkoPL's Avatar Senior Member
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    Originally Posted by YazX_ Go to original post
    i know it might be a game problem but just to eliminate all possibilities have you considered doing some stress hardware testing from RAM, CPU and GPU? or run the game of fresh windows install like dual boot?
    Yes I did the stress test .
    When I build that PC , I had network card TP link PCI adapter , the PC was hard freezing when under the stress and playing even simple games.
    I fund out thqt the card was cause of the freezing, so I removed the card and replaced with USB TPlink device.
    The freezing is gone and never any trouble with any other software .
    The game runs great , am getting 50 FPS on high and 30FPS on ultra 1080p
    While am playing there is no warning be for crash , the game just closes and I get message ACU.exe has stopped working

    log from MSinfo32

    02/01/2015 19:20
    Application Error
    Faulting application name: ACU.exe,
    version: 0.0.0.0, time stamp: 0x548efba5

    Faulting module name: ACU.exe,
    version: 0.0.0.0, time stamp: 0x548efba5

    Exception code: 0xc0000005

    Fault offset: 0x000000000220889c

    Faulting process ID: 0xfe0

    Faulting application start time: 0x01d026b859967113

    Faulting application path: D:\Games\Assassin's Creed Unity\ACU.exe

    Faulting module path: D:\Games\Assassin's Creed Unity\ACU.exe

    Report ID: 735756c1-92b4-11e4-8361-e03f496e00a1

    Faulting package full name:

    Faulting package-relative application ID:
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  9. #9
    KmarkoPL, that's essentially the same error I was getting, but without attaching a debugger and having source code it's not very illuminating. In your case you are able to run for 10-20 minutes before crashing, so unless you have corrupt game files, the cause is probably different. The fact that you were not able to run a PCIe network adapter is concerning, since your Nvidia GPU is also on a PCIe interface. If you are over-clocking the PCIe bus you should probably revert to default specs. In fact you could try re-setting your entire BIOS to factory defaults (or very close) and see if that helps.

    If all the hardware confidence tests including Memtest86+ work for 2-8 hours, then another thing to try is a system file check to verify and repair your system files:
    To do this type cmd in search, then right click to run as administrator, then
    SFC /SCANNOW

    Also I suggest running:
    chkdsk c: /f
    chkdsk d: /f

    In my case, doing the following fixed my problems:

    1. Login as an admin user

    2. Install latest Nvidia driver from Nvidia web site and reboot. I did an uninstall of the old Nvidia driver and rebooted first.

    3. Run msconfig and do the following (very important)
    a. Disable any and all services except those that are absolutely necessary, e.g. those from Nvidia and Microsoft (except search/indexing, which can be turned off).
    b. Disable any and all startup programs except those that are absolutely necessary, e.g. those from Nvidia and Microsoft.
    c. Reboot

    4. Login as an admin user.

    5. Disable anti-virus, anti-spyware, firewall, parental controls, etc.

    6. Turn off Windows indexing and search services, if not already turned off.

    7. Disable any and all overclocking software for CPU and GPU.

    8. Download and install the latest Uplay from their website. This is important.

    9. Run Uplay and turn off the cloud saves sync feature permanently (this is critical)

    10. Backup and delete the savedgames folder in Uplay, if it exists (this is essential, because there is probably an incompatibility between various patch versions and saved game versions). Note you will lose all your progress on all Uplay games.

    11. Go to [ACU Installation Folder]\Support folder and install/repair DX and VC++ redistributables.

    12 . Make sure you have .Net Framework 3.5 and 4.0 installed. for 3.5, go to Programs and Features and click on Turn on/off windows features on the left, select .Net Framework 3.5 checkboxes and then press ok, for 4.0, download it from Microsoft website and install it. Note that in my case, 3.5 was really 3.5.1 (no choice). Although 3.5.1 was already installed, there were two checkboxes for http features that were not checked - so I checked all 3 boxes and installed the additional 3.5.1 features.

    13. Backup folder Documents\Assassin's Creed Unity then delete it (this folder contains files for graphics settings and control). This is essential!

    14. Verify Game Files and download game files repeatedly until no further errors/corruption exists:
    a. Launch Uplay, select ACU from Games, Then click the drop-down box next to the Play button and select Verify Game Files.
    b. Allow the verify to complete and the repaired game files to be downloaded.
    c. Repeat steps a and b over and over again until all errors/corruption is gone. Do not try to play the game while downloads are underway. Each time you run verify, a smaller amount of game files in GB or MB should have to be downloaded to accomplish repairs. I had to go through 4 verify/download cycles to remove all corruption.

    15. Repeat steps 10 and 13 (remove all game artifacts before starting the correctly-patched and verified game).

    16. Make sure step 5 is still in place and then run ACU. Do not exit via Alt-Tab or Shift-F2 while the game is playing. If you have problems go back to step 13 and continue. Good Luck!
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  10. #10
    YazX_'s Avatar AC Volunteer MOD
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    @KmarkoPL , you know what i suspect is unstable CPU, usually when the game crashes randomly after sometime, its unstable overclock, i know you can run other games, but i can assure you that not every software can be affected by this, in my previous system i used to run BF3 and play for hours without any crashes but suddenly when launching prototype 2, the game crashes randomly, sometime after 5 mins, other times 30 mins, and rarely it just crashes after 1 hour.

    it turned out unstable overclock although i ran prime95 for 8 hours, so i ran it again for 15 hours and what do you know, it gave an error after 10 hours, so i just pumped the voltage alittle bit and restested for 24 hours and everything was stable and never had a problem since.

    so if you havent done this already, backup your bios settings and reset everything to defaults and try the game and see if it works ok or not, if it works, then its unstable CPU OC, otherwise, sorry as there is nothing left to offer but to keep in contact with support following up with your ticket.
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