DUAL MONITOR = mouse pointer not locked to game

[Bloodwolf]

Hi. I have a Dual Monitor setup (Win10), and if I run the game in Fullscreen mode, with 2 monitors on and extended screen, if I move my mouse to the edge of the screen, it will continue into the other.

Is there a known way to fix this? Are the devs aware of it?

I looked for similar threads and found these:
https://steamcommunity.com/app/297000/discussions/0/♥♥♥♥866813774828747/
https://steamcommunity.com/app/297000/discussions/0/613956964584046691/
https://steamcommunity.com/app/297000/discussions/0/2443713720493362502/

According to the last one, this "functionality" was working ok prior to June 2020, so it seems something must have happened.

I know the workaround is to switch to single display and turn off my 2nd monitor, but I'd be nice to be able to have 2 screens up and restrict the mouse to the game window, plenty of other games do.

Any help/ideas/solutions are welcome.

[Ubi-Borealis]

Hello there Bloodwolf!

I'm sorry to hear you're encountering this issue. Have you tried toggling this using WIN+P at all? You mention that you use an extended screen. Are you able to try an alternative project mode?

If possible, would you be able to provide a video that showcases this issue happening? This would be useful for the investigation. Thanks!

- Ubisoft Support

[Bloodwolf]

Originally posted by UbiBorealis:

Hello there Bloodwolf!

I'm sorry to hear you're encountering this issue. Have you tried toggling this using WIN+P at all? You mention that you use an extended screen. Are you able to try an alternative project mode?

If possible, would you be able to provide a video that showcases this issue happening? This would be useful for the investigation. Thanks!

- Ubisoft Support

Hey UbiBorealis,

Thanks for taking a look at my issue. Here's some more info:

Setup Details

- OS: Windows 10 Pro
- GPU: nVidia GeForce GTX 970 (yeah I know, its old)
- Memory: 16 GB (forgot which DDR type it was, 4?)
- CPU: Intel Core i7-6700 @3.40 Ghz

- Monitors active: 2

• HP w2408h monitor, 1920x1200 (main screen)
  
• HD Smart TV (RCA), 1920x1080

- Monitors setup:

• #1 on the left
  
• #2 on the right (technically the monitor is above, physically, but I drag my pointer from left to right if I want to access screen #2)

- Windows Display Option: Extended (so basically I have 2 monitors and one horizontally huge ass desktop)

Current Gameplay Experience

Game is launched on the main screen (screen #1, the HP monitor). The game runs fine, no problems.

However, if I move my mouse to the right edge of screen #1, while inside the game, the mouse pointer keeps moving forward into screen #2, the game music stops, and the game gets paused.

I took a video so you can see what's happening (was going to record it with GeForce Experience but I was unable to record both screens so I took it w my phone, sorry about quality):
https://youtu.be/K25cZN8fzas

Expected Gameplay Experience

- Like many other games, I would expect a game in Fullscreen Mode to restrict the mouse movement to the game screen, regardless of how many displays I am using.
- So if move my pointer towards the edge of the screen where screen #1 and screen #2 meet, I would expect the pointer to be unable to go past this limit, and remain inside the game, keeping it active.
- Another player mentioned this behavior working properly before June 2020 so it sounds like a patch might have broken this functionality.
- I am unable to verify the previous fact because I just bought the game (still love it after all these years!), but I thought it could help.

Additional Troubleshooting

I have successfully recreated this on the following contexts:

• At the Main Menu
  
• While playing the campaign intro cinematic
  
• While loading a map (loading actually stops until you move the pointer back)
  
• Inside the game section (where you move the horse)

I have also tried playing around Windows' Display Settings (and yes, I'm aware WIN + P goes through the list of available options)

• PC Screen Only: this option obviously works just fine, cause the OS is only using 1 screen, and this issue is not reproduceable under this context.
  
• Extended Display: as stated above, if I move the mouse pointer past the edge where screen #1 and #2 meet, the game will pause and the pointer will move into the latter.
  
• Duplicate & Second Screen Only: to be honest I haven't tried either of these options because I expect the game to behave similarly to "PC Screen Only", if there's only 1 screen available (even if duplicated) then the game will run just fine (confined pointer in Fullscreen Mode).

Conclusion

I understand the obvious workaround is to switch Display Modes to "PC Screen Only" or a similar option (by using WIN + P), but frankly it would be nice to be able to have 2 screens running (with Extended Display selected) and be able to play the game in Fullscreen mode with the mouse pointer confined inside the game, like many other games do.

I also think it's worth looking into a previous June 2020 patch (or a patch near this date) as another player mentioned this experience working as expected before this.

Hope this helps!
Let me know if you need anything else.

[Ubi-Borealis]

Thank you for providing such a detailed report! This is very useful for the investigation. The video is great, as well, as we get a good idea of your set-up and how you view everything.

I've reached out to our specialist team, and they would like to collect some system files from you. Would you be able to open a support ticket, and upload MSinfo[support.ubisoft.com] and a DxDiag[support.ubisoft.com]. In you case notes, I would also include a link to this thread, as it includes all of the troubleshooting you've tried so far.

You can reach our support teams here:
- Open a Support ticket[support.ubisoft.com]
- Start a Live chat[support.ubisoft.com] (Please check your regional opening times[support.ubisoft.com]!)
- Twitter and Facebook[www.facebook.com]

Once you've opened a ticket, please can you share your case number within this thread? Thanks!

- Ubisoft Support

[Bloodwolf]

Originally posted by UbiBorealis:

Thank you for providing such a detailed report! This is very useful for the investigation. The video is great, as well, as we get a good idea of your set-up and how you view everything.

I've reached out to our specialist team, and they would like to collect some system files from you. Would you be able to open a support ticket, and upload MSinfo[support.ubisoft.com] and a DxDiag[support.ubisoft.com]. In you case notes, I would also include a link to this thread, as it includes all of the troubleshooting you've tried so far.

You can reach our support teams here:
- Open a Support ticket[support.ubisoft.com]
- Start a Live chat[support.ubisoft.com] (Please check your regional opening times[support.ubisoft.com]!)
- Twitter and Facebook[www.facebook.com]

Once you've opened a ticket, please can you share your case number within this thread? Thanks!

- Ubisoft Support

Hi Ubisoft Support,

I have created a case under ticket # 14026498. I also attached both msinfo32 and dxdiag logs, as requested.

Please let me know if you need anything else and if possible, keep me informed of what you find and if a solution is found as well.

[Bloodwolf]

Originally posted by UbiBorealis:

Thank you for providing such a detailed report! This is very useful for the investigation. The video is great, as well, as we get a good idea of your set-up and how you view everything.

I've reached out to our specialist team, and they would like to collect some system files from you. Would you be able to open a support ticket, and upload MSinfo[support.ubisoft.com] and a DxDiag[support.ubisoft.com]. In you case notes, I would also include a link to this thread, as it includes all of the troubleshooting you've tried so far.

You can reach our support teams here:
- Open a Support ticket[support.ubisoft.com]
- Start a Live chat[support.ubisoft.com] (Please check your regional opening times[support.ubisoft.com]!)
- Twitter and Facebook[www.facebook.com]

Once you've opened a ticket, please can you share your case number within this thread? Thanks!

- Ubisoft Support

Hey Borealis can you please give me a hand? Tech Support from the Ubisoft side has been really unhelpful, asking me to submit things I have already submitted, not reading the whole thing or not paying attention to what I am saying. Really frustrating. They are now telling me the game doesn't support 2 monitors, when it clearly was working before, and to top it off, this issue is now confirmed to happen even if you only have 1 monitor.

What you do is play the game in windowed mode, use a low resolution, then just take the mouse outside the border and presto, 100% reproduction rate.

Here's video proof:
https://youtu.be/t5K9nlaCAAA

[Ubi-Borealis]

Hey Bloodwolf!

I apologise for the delayed update. Thanks for providing an additional video for us. I am not certain if the game is supported for dual-monitor use, so I've reached out to our specialist team to see if they can take a closer look into this for us. I'll add on that this issue seems to persist in single-monitor mode as well.

Once they have investigated further, they will reach out to us with an update.. I'm afraid I cannot provide a definite time-frame for this. Please be assured that we're looking into this further, and once there are any updates to share, these will be posted within this thread. We apologise for any inconvenience caused, and appreciate your patience as we look further into this.

Thank you!

- Ubisoft Support

[Ubi-Borealis]

Hello there Bloodwolf!

I'd like to reach out to you with an update. Our specialist team have taken a look at this case, and from what we can tell this is working as intended. It's possible the player you encountered on another thread was using additional software that allowed the mouse to stay "trapped" on the one screen. It doesn't look like this was a support feature in-game previously.

There may be other workarounds available, such as the use of additional software. Please note that these are not officially supported by us, and we would be unable to advise further in this case.

I understand that this was not the answer you were hoping for, and apologise for any inconvenience caused. I've passed on your feedback regarding using dual-monitors, and whether this is a feature that can be supported in the future. If any updates are to be added to the game, these will be shared on our official platforms, so I suggest keeping an eye out for these.

- Ubisoft Support.

[Bloodwolf]

Originally posted by UbiBorealis:

Hello there Bloodwolf!

I'd like to reach out to you with an update. Our specialist team have taken a look at this case, and from what we can tell this is working as intended. It's possible the player you encountered on another thread was using additional software that allowed the mouse to stay "trapped" on the one screen. It doesn't look like this was a support feature in-game previously.

There may be other workarounds available, such as the use of additional software. Please note that these are not officially supported by us, and we would be unable to advise further in this case.

I understand that this was not the answer you were hoping for, and apologise for any inconvenience caused. I've passed on your feedback regarding using dual-monitors, and whether this is a feature that can be supported in the future. If any updates are to be added to the game, these will be shared on our official platforms, so I suggest keeping an eye out for these.

- Ubisoft Support.

Thank for the update. Appreciate it. I was actually very disappointed with the service the technical support team provided. Not sure if you can see but I put all of that on the case and feedback. Basically, I had to repeat myself several times and resubmit info already submitted, and felt pretty much ignored or like the team was not paying attention/only reading the last part of my posts. What good is it to provide a detailed explanation of the case if 85% of that will not be read anyways?

So anyway, I actually discovered this is not something that happens specifically with DUAL MONITORS, as I turned off my 2nd monitor and switched to "PC Screen Only", and this issue could be reproduced by using WINDOWED MODE on a SINGLE SCREEN. So the issue is not directly related to DUAL MONITORS.

Either way, I can live with it, just dont scroll to the right but use the minimap. But I was disappointed with the way they handled the case, IMO, unprofessional and poorly. I know you are just probably the CM and need to acknowledge this but I thought I'd let you know. Appreciate the help anyways!

[SoulsKeeper]

2023 and this issue is still present, how awful, also add mod support ubisoft, my god...

[Tos]

Just came to find this and I see this is not solved.

[Maraxus]

When I try to scroll by pressing the scroll wheel it suddenly jumps to the bottom of the map... so I guess if you have multiple monitors you are kinda screwed?

[Azgana]

I just purchased the game and unfortunately I noticed that this issue is still occurring.

I have a 3 monitor setup, with the main monitor in the center.
If I try to scroll the map horizontally, the mouse cursor moves to the side monitors and pauses the game until I go back to the main monitor.


It's a really annoying problem...

[Debbie_Gordon]

I love how detailed you listed the exact problem and how support said "too bad so sad" I think that's wild. Thanks for the thread though

[Lisan al-Gabibbo]

2025, still not fixed.
Ubisoft worst sh of the planet.

[csabi372]

I found this solution that worked me well!!

https://www.youtube.com/watch?v=JODjIusXqlM&list=PLgm0CoDTWABKQKav8b67PgJ0QK-QmO1kx&index=21