Originally posted by Kewl:

I just want to play AC Rogue but whenever I launch it the window pops up in the taskbar and steam says the game is running. However, if I click on the icon to open the game or click anywhere the screen turns black and if I click again the game stops responding. I have tried every single troubleshooting method aside from some sketchy YouTube videos that tell you to download software. The game just doesn't work.

I bought the game on Christmas and downloaded it before I went to sleep. When it didn't work, I submitted a support ticket on Ubisoft's support website. I really just want to play the game and haven't requested a refund yet for hope of it working. I still haven't received a reply on the support ticket so I'm starting to think I'm not going to find a fix.

PLEASE HELP

Hey there,

Sorry to hear that you are having trouble launching the game despite your troubleshooting.

If you haven't already I would recommend to complete the steps in our pc troubleshooting guide[www.ubisoft.com] in full.

Any trouble, just let us know.

- Ubisoft Support

Originally posted by Ubi-WheelyDuck:

Originally posted by Kewl:

I just want to play AC Rogue but whenever I launch it the window pops up in the taskbar and steam says the game is running. However, if I click on the icon to open the game or click anywhere the screen turns black and if I click again the game stops responding. I have tried every single troubleshooting method aside from some sketchy YouTube videos that tell you to download software. The game just doesn't work.

I bought the game on Christmas and downloaded it before I went to sleep. When it didn't work, I submitted a support ticket on Ubisoft's support website. I really just want to play the game and haven't requested a refund yet for hope of it working. I still haven't received a reply on the support ticket so I'm starting to think I'm not going to find a fix.

PLEASE HELP

Hey there,

Sorry to hear that you are having trouble launching the game despite your troubleshooting.

If you haven't already I would recommend to complete the steps in our pc troubleshooting guide[www.ubisoft.com] in full.

Any trouble, just let us know.

- Ubisoft Support

As I have stated in the post, I have already:

-Tried all trouble shooting methods
-Submitted a Support Ticket on the Ubisoft website.

I just checked my support ticket last night and still haven't recieved a response. I will try to link a youtube video showing the problem soon.

Here is a video showing the issue I am having. https://youtu.be/Y0MxiSw1O6Q

Originally posted by Kewl:

Originally posted by Ubi-WheelyDuck:

Hey there,

Sorry to hear that you are having trouble launching the game despite your troubleshooting.

If you haven't already I would recommend to complete the steps in our pc troubleshooting guide[www.ubisoft.com] in full.

Any trouble, just let us know.

- Ubisoft Support

As I have stated in the post, I have already:

-Tried all trouble shooting methods
-Submitted a Support Ticket on the Ubisoft website.

I just checked my support ticket last night and still haven't recieved a response. I will try to link a youtube video showing the problem soon.

Hey Kewl,

Thanks for getting back to us.

We're experiencing higher than usual contact volumes, so unfortunately case responses are delayed, please be patient and we'll get back to you as soon as we can.

Looking at your video, you're using Windows 11?

If so, could you please also try running the game in Compatibility Mode[ubi.li]?

And is your monitor 60hz or higher?

- Ubisoft Support

Originally posted by Ubi_TheBerry:

Originally posted by Kewl:

As I have stated in the post, I have already:

-Tried all trouble shooting methods
-Submitted a Support Ticket on the Ubisoft website.

I just checked my support ticket last night and still haven't recieved a response. I will try to link a youtube video showing the problem soon.

Hey Kewl,

Thanks for getting back to us.

We're experiencing higher than usual contact volumes, so unfortunately case responses are delayed, please be patient and we'll get back to you as soon as we can.

Looking at your video, you're using Windows 11?

If so, could you please also try running the game in Compatibility Mode[ubi.li]?

And is your monitor 60hz or higher?

- Ubisoft Support

Yes I am using windows 11. My main monitor which is the one I'm trying to run the game on is 165hz and my second one, which I'm not trying to run the game on, is 60hz. I tried running the game in all types of compatibility mode and it still doesn't work.

Originally posted by Kewl:

Originally posted by Ubi_TheBerry:

Hey Kewl,

Thanks for getting back to us.

We're experiencing higher than usual contact volumes, so unfortunately case responses are delayed, please be patient and we'll get back to you as soon as we can.

Looking at your video, you're using Windows 11?

If so, could you please also try running the game in Compatibility Mode[ubi.li]?

And is your monitor 60hz or higher?

- Ubisoft Support

Yes I am using windows 11. My main monitor which is the one I'm trying to run the game on is 165hz and my second one, which I'm not trying to run the game on, is 60hz. I tried running the game in all types of compatibility mode and it still doesn't work.

Thanks Kewl.

Could you please try running the game at 60hz / 60fps and let us know the result?

Some older titles don't take too well to being ran at higher refresh rates.

- Ubisoft Support

Originally posted by Ubi_TheBerry:

Originally posted by Kewl:

Yes I am using windows 11. My main monitor which is the one I'm trying to run the game on is 165hz and my second one, which I'm not trying to run the game on, is 60hz. I tried running the game in all types of compatibility mode and it still doesn't work.

Thanks Kewl.

Could you please try running the game at 60hz / 60fps and let us know the result?

Some older titles don't take too well to being ran at higher refresh rates.

- Ubisoft Support

I just tried running it at 60hz and it still doesn't work.

Originally posted by Kewl:

Originally posted by Ubi_TheBerry:

Thanks Kewl.

Could you please try running the game at 60hz / 60fps and let us know the result?

Some older titles don't take too well to being ran at higher refresh rates.

- Ubisoft Support

I just tried running it at 60hz and it still doesn't work.

Sorry to hear that didn't do the trick either Kewl.

Does it just close to Desktop without any errors when it crashes?

And do you have any other programs running when playing the game?

To rule out any OS file issues too, please could you run a System File Check[ubi.li]?

- Ubisoft Support

Originally posted by Ubi_TheBerry:

Originally posted by Kewl:

I just tried running it at 60hz and it still doesn't work.

Sorry to hear that didn't do the trick either Kewl.

Does it just close to Desktop without any errors when it crashes?

And do you have any other programs running when playing the game?

To rule out any OS file issues too, please could you run a System File Check[ubi.li]?

- Ubisoft Support

I just tried running a System file check and it fixed some corrupted files, however it still didn't work after the files were repaired. I have no programs running that would interfere with the game. I honestly don't know what is wrong since I have run games like AC Black Flag with no problems at all. There are also no errors after the game crashes. I tried to show that in the video.

Here is the link if you want to watch it again. https://youtu.be/Y0MxiSw1O6Q

I guess the silence means that everyone is out of ideas. A shame too, I really wanted to play ac rogue.

Well steam just denied my refund request since I bought the game over 2 weeks ago. I submitted my support ticket on ubisoft's help website the day after I bought the game and waited two weeks for a response. (which didn't help) I'm still open to solutions because otherwise, I wasted my money.

Hey there Kewl, thanks for coming back to us about this. Thanks for trying our troubleshooting - sorry it hasn't worked :( My apologies for the delay in getting back to you - we're a little behind on posts for a couple of games

You have indeed exhausted all our more general troubleshooting, but we're not out of ideas quite yet - I'm still very confident that we can solve this with local troubleshooting. Please see our system files support article[ubi.li]. The two files it describes can be used by our support specialists to check some system details, and check for any errors Windows itself has logged, which often allows us to give more specific and targeted troubleshooting recommendations. We can't do that here on the forum, though, so once you've got those two files prepared, please reach out to our support specialists directly at the links below.

Open a support ticket with Ubisoft Support[ubi.li]
Send Ubisoft Support a private message on Facebook[ubi.li]
Send Ubisoft Support a direct message on Twitter[ubi.li]

My apologies that I'm not able to help more directly from here on the forums. Let me know if I can clarify any of the above

- Ubisoft Support

Thanks for the response. I submitted a support ticket on December 26th and explained the problem. In the ticket I included both DxDiag and Ms System Info files. I got a response on January 12th telling me to try the troubleshooting methods and include the files even though I did when I created the ticket. On January 14th I responded saying that I tried all of the methods and that I included the files already. I can send the case number if you need it. Also should I reach out on other platforms or create a new ticket?

I seem to be having the same issue on windows 10. I've don't use HDR (so it was already off), I tried setting my monitors to 60hz, tried all the windows comparability modes and tried running the game as an administrator. I just briefly see the ubisoft splash screen then the steam button turns from blue "stop" back to green and says "play"

Originally posted by Kewl:

Thanks for the response. I submitted a support ticket on December 26th and explained the problem. In the ticket I included both DxDiag and Ms System Info files. I got a response on January 12th telling me to try the troubleshooting methods and include the files even though I did when I created the ticket. On January 14th I responded saying that I tried all of the methods and that I included the files already. I can send the case number if you need it. Also should I reach out on other platforms or create a new ticket?

Hey Kewl,

Apologies for the delay - there'd be no need to create another ticket, as this would essentially be a duplicate.

We'll be back in touch with you soon to discuss this further, for privacy purposes, please don't share any Case IDs via the forums.

maru - if you've attempted all the steps we've shared here to no effect, then please use the links above to open a case.

Thank you!

- Ubisoft Support