Experienced an issue? Read this first!

[Ubisoft]

To troubleshoot any issues you may be having in Tetris Ultimate, please follow the troubleshooting steps below.

1) System requirements
Please check your computer specifications to see if they meet the system requirements for the game.

OS: Windows 7 SP1, Windows 8/8.1, Windows 10 (32/64bit versions)
Processor: Intel Core 2 Duo E7300 @ 2.5 GHz or AMD Athlon II X2 240 @ 2.8 GHz
Memory: 2 GB RAM
Graphics: nVidia GeForce GTS450 or AMD Radeon HD5670

2) Verify the integrity of the game cache
Please follow the steps below to verify the game cache in Steam.

A. Launch Steam as an administrator.
B. Select the Library tab at the top of the window.
C. Right-click the Tetris Ultimate title in the list on the left.
D. Select "Properties".
E. On the Local Files tab, select "Verify Integrity of Game Cache".

3) Check your graphics card drivers
Please make sure your video card drivers are up to date. NVidea graphics cards typically do this automatically, but please check to make sure your video card drivers are within 6 months.

AMD cards: http://support.amd.com/us/gpudownload/Pages/index.aspx
NVidea cards: http://www.nvidia.com/Download/index.aspx?lang=en-us

Still Experiencing Issues?
If you are still experiencing any crashing or freezing issues after these three steps, we would like further information from you.

1) What modes are you experiencing crashes, and how frequently?
2) Are you playing Tetris Ultimate with Steam Offline or Online?
3) Are you playing the game with Uplay Offline or Online?
4) How many Steam friends are on your account?
5) How many Uplay friends do you have on your Uplay account?
6) What are your PC specs?
7) We are looking for crash logs. If you can please submit a support ticket at https://support.ubi.com with your crash logs or your msinfo, our technicians can help pinpoint this issue. If you need instructions on how to do this, this FAQ[support.ubi.com] shows how you can create a support ticket with your msinfo files so our team can help pinpoint this issue. If you do, please post your support ticket reference number to this thread to help our investigation.


Thank you for your cooperation.

[MarkyMark]

Well, when you try to create a ticket, half the time Tetris isn't listed as a game to sumbit a ticket for. Fix that first.

Since most of us bought this through steam, it loads up uplay as soon as you launch the game. So I'd assume most of us play while steam is online and uplay is also online.

Do the number of friends on either list really matter? I've had the same problems before and after I added a bunch of other tetris players.

I have a higher end gpu and cpu, so don't go blaming that as the problem. And yes, all the drivers are updated. Who doesn't update their drivers?

Ultra crashes every single time I try to play it, can't add a second player in local at all, can't ever find a game online no matter how long I wait, your leaderboards are already jacked up, no way to find yourself or friends in the leaderboards. There's a couple of things to fix. Just the tip of the gigantic iceberg.

You guys have had problems with this game since launch over on the consoles. I was hoping you'd try a little harder for pcs. You guys are turning into E.A., by not giving a damn about customers.

I wanna play the game, I really do. I've played tetris more than any other game I've ever played, and that's the truth. Please, for the love of everything holy, fix this game.

[The Cooper's Corner]

Guys, PLEASE be honest because I can spend 15 dollars in ANY other game of my wishlist.

Are you planning to update the game? And fix some of the things that people are complaining? For example NO JOYSTICK support?

To the public:

ANY other alternatives for this on Steam?

[Bruno]

People say you guys never updated the game after release, on any platform.

[Blk_Widow9]

Originally posted by MarkyMark:

Well, when you try to create a ticket, half the time Tetris isn't listed as a game to sumbit a ticket for. Fix that first.

If you're having an issue creating a Ticket, try it directly here.[support.ubi.com]

Originally posted by MarkyMark:

Do the number of friends on either list really matter? I've had the same problems before and after I added a bunch of other tetris players.

It can.

Originally posted by MarkyMark:

I have a higher end gpu and cpu, so don't go blaming that as the problem. And yes, all the drivers are updated. Who doesn't update their drivers?

Ultra crashes every single time I try to play it, can't add a second player in local at all, can't ever find a game online no matter how long I wait, your leaderboards are already jacked up, no way to find yourself or friends in the leaderboards. There's a couple of things to fix. Just the tip of the gigantic iceberg.

Some people actually do not update their drivers. ;)

Since you've tried the basic troubleshooting already, we would appreciate any further information you can provide to investigate. This is why we've asked for the following details as well.

Originally posted by Ubisoft:

Still Experiencing Issues?
If you are still experiencing any crashing or freezing issues after these three steps, we would like further information from you.

1) What modes are you experiencing crashes, and how frequently?
2) Are you playing Tetris Ultimate with Steam Offline or Online?
3) Are you playing the game with Uplay Offline or Online?
4) How many Steam friends are on your account?
5) How many Uplay friends do you have on your Uplay account?
6) What are your PC specs?
7) We are looking for crash logs. If you can please submit a support ticket at https://support.ubi.com with your crash logs or your msinfo, our technicians can help pinpoint this issue. If you need instructions on how to do this, this FAQ[support.ubi.com] shows how you can create a support ticket with your msinfo files so our team can help pinpoint this issue. If you do, please post your support ticket reference number to this thread to help our investigation.


Thank you for your cooperation.

Thanks

[The Cooper's Corner]

Awesome to know that the Team is behind this. I will support the game and buy a copy on the last day of the Steam Sale. BLK, do you know if any Controller Support is planned for the future?

[Mairo the bear]

Originally posted by Erron Black:

BLK, do you know if any Controller Support is planned for the future?

Even though I'm not blk, I'll answer anyways:

It has: http://pcgamingwiki.com/wiki/Tetris_Ultimate#Input_settings
However:
- All menus have always keyboard buttons for stuff.
- If first player wants to use controller, it has to be enabled from extra settings.
- If you have any other controller than Xbox 360 or controller with XInput switch, buttons may be in really odd places (e.g. Dualshock 4 has start in right trigger) and d-pad may be reversed.
- With Xbone controller there's bug where everythings always moving left or right.
- Bug that only first controller is useable and rest won't work (personally tried with several differend controllers and their combinations).

I have opened ticket to ubisoft support, but because bug and missing features list is so huge and it's xmas, I'm still troubleshooting the issue that others also have where game crashes with modes unless marathon is started and closed before selecting other modes.

[Tilo83]

It's really stupid to waste this wonderful game because of a disastrous implementation of controllers.
I want to buy the game to play local with friends, and not with keyboard !

[Sir Vival]

just bought this game and have the same xbox one controller issue, has anyone heard back from ubisoft?

[The Cooper's Corner]

Originally posted by XA XI:

The only issue im having is when playing local co-op.

The issue; Only one person can use a controller, the second player has to use a keyboard.

WOW! that is AWFUL.

[Mairo the bear]

Originally posted by XA XI:

The only issue im having is when playing local co-op.

The issue; Only one person can use a controller, the second player has to use a keyboard.

This has been known issue since launch and confirmed by many, including me. Only way to bypass that is to use keyboard for first player.
After two months and tons of log files, ubisoft support asked me to essentially reinstall uplay, nothing else has happened after that. We are still at the "crash if something else than marathon mode is started first" crash issue, controller issues were on the bottom of my list.

But do open up ticket for their support. It can't hurt to make some more noise and that's the most direct channel.

However there seems to be something happening. There has been changes in devbuild builds a lot and last change was in QA build 4 days ago: https://steamdb.info/app/316750/history/
Game being on -50% sale. First of all wow for having that deep discount that fast after launch and making it hurt even more for those who bought the game before that, but that means there are more players now so at least most obvious issues like this simply needs to be fixed.

[brettzx]

Tried to play local multiplayer with a friend today using 2 XBOX360 controllers, and no luck, as everyone else has said since Tetris Ultimate was released, so if the non-working status of multiple controllers for multiplayer isn't fixed within the next 2 weeks, I'll be forced to request a refund from Steam after posting an honest review of the game in it's current state.

[Sir Vival]

Wow, just wow. If this is true that's the last Ubisoft game I'll ever buy.

[Mairo the bear]

Originally posted by pauLkroLL:

Hey guys,
I have just spoken directly to an Ubisoft Community Team Representitive.

Ubisoft have confirmed; "There will be no future patches/fixes for this game.
(Consoles & PC)

There you have it people, if you were thinking about buying this game please take into account the information I have just relayed.

Blk_Widow9, this thread is no longer of use, can you please close it?

That's quite the statement to make without any kind of proof or backing up. Especially when devtest and QA branches just got updated today again. Unless they want to update the game for internal use only?

It wouldn't surprise me if that was true, after all they released the game like that with as low fanfares as possible, but you should still keep your sources checked on the internet.

[Sir Vival]

Originally posted by pauLkroLL:

Add me to friends, I will back up all my statements with proper evidence.

Why the secrecy. Put it out for all to see and give Ubi a chance to defend it.

[Sir Vival]

Originally posted by pauLkroLL:

No secrecy, I want to keep the name of the person i spoke to private.
The information I have are email exchanges.

If Ubisoft wants to defend against these claims, then be my guest.

What have they to fear if they are merely stating the company line?