Thank you for contacting Ubisoft Support. We apologize for the delayed response and appreciate your detailed ticket description.
At this time I would like for you to uninstall/reinstall the game completely.
For the standard Uplay version of the game, simply run the Windows Add/Remove Programs Utility to uninstall the game.
If you own a Steam copy of the game, simply right-click on the game in your Library and select "Delete Local Content".
These steps will remove the game in its entirety. After the uninstall is complete, download/install the game again.
If the issue persists, I would like to get a better picture of the connection that your system has with our servers via the Uplay PC client. This can help to rule out any possible network-based problems. Please follow the steps below to attach these files to the ticket.
1. Click on "My Questions" at the top of this email.
2. Type in your Ubi.com login email and password, then click Login. Click on [Uplay PC] Unable to Start Game to find your incident.
3. Type a response in the "Add additional information to your question" section.
4. Click "Choose file" and navigate to your Uplay PC Client installation folder, which will probably be in the following directory:
C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs
5. Select the file "launcher_log.txt" and click Submit.
6. Type a response in the "Add additional information to your question" section.
7. Click "Choose file" and navigate to your Uplay PC Client installation folder, which will probably be in the following directory:
C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs
8. Select the file "network_info.txt" and click Submit.
I would also like to obtain some files pertaining to your system's hardware and software setup. These files report information about system drivers for your video and sound cards, as well as other vital information about your computer hardware that will help me resolve your problem.
First, make sure you have the latest version of DirectX installed on your system. Download the latest version of DirectX from
https://support.microsoft.com/en-us/kb/179113.
After installing DirectX, follow these steps:
1. Open your Start menu and look for Run (Win XP), Start search (Win Vista), Search programs and files (Win 7), or Search (Win 8). You can also 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. Then, click on Save.
6. Click the 'save' button to save the file as an .nfo file to your Desktop.
7. Click on the "My Questions" link at the top of this email.
8. Type in your Uplay login name and password and click Login. Click on [Uplay PC] Unable to Start Game to find your incident.
9. Type a response in the "ADD ADDITIONAL INFORMATION TO YOUR QUESTION" section.
10. Click "Choose file" and find the ".nfo" file you saved earlier and click Open.
11. Click on Submit to send the file.
If you receive an error when attempting to upload the MSINFO32 file stating that it is too large, you will need to compress it using either WinZip or WinRAR.
Once received, we will examine your system info and get back to you as soon as we can with a possible solution to your problem.
