Frequent random freezes

[The Mortiest Rick]

My PC fulfills recommended system requirements, all drivers are up to date. In fact, I had this thing custom built just July.

Windows 11 Home
AMD Ryzen 5 5600X
GeForce GTX 1650

The freezes seem to occur randomly. When they do, the game becomes impossible to minimize or close. All I can bring up i the task bar, other programs (such as the task manager for example) always remain inaccessible underneath the game window. Only way I know how to close the game at that point is signing out of Windows or outright rebooting my system.
Running as administrator didn't seem to make a difference. Neither did messing around with frame caps or Vsync.
Tried contacting Ubisoft tech support, but gave up after clicking around on their website for 15 minutes. They don't seem to be offering any way for me to get into contact with an actual person right now, judging from how you can't even hit 'send' underneath the support ticket form after selecting my type of issue from the drop down menus.

[animal_PLANET]

Sounds like a heat issue. But it could also be defective hardware like RAM or storage drive. I would recommend running RivaTuner while playing so you can keep an eye on your temps. See what is going on. If temps start going over 80°c you most likely have thermal issues.

Here are some suggestions.

Have you tried to disable Steam and Ubisoft overlays?

Try a clean boot. Disable all non essential programs, tasks, and services from starting with PC.

Make sure windows is up to date on latest public release. No insider, preview, or optional updates.

Have you tried to clean out display driver using DDU and install latest display driver? When installing new driver choose custom and do not install GeForce Experience.

Here is link to DDU. It explains what it is/does. It has a guide as well. Make sure to read it if unfamiliar. https://www.wagnardsoft.com/forums/viewtopic.php?t=4142

Once display driver has installed and your PC rebooted. Open NVIDIA control panel and select 3D settings. Go to Texture Filtering - Quality and set that to performance. Will give you a bit of a boost.

When all that is done and you are back in the game default the settings for graphics. Than put graphic quality preset to Medium.

Than set fog, volumetric clouds, ambient occlusion all to low. Also keep depth of field off. Should give a nice boost in performance. Clutter as well takes a toll so maybe keep that on low as well.

In display settings make sure resolution modifier and FOV is at 100%. Also try locking frame rate at 60FPS with Vsync on.

Also see this thread regarding your CPU.
https://steamcommunity.com/app/812140/discussions/1/3363649332020332565/?tscn=1663868869#c3363649332020696676

[Ubi_TheBerry]

Originally posted by The Mortiest Rick:

My PC fulfills recommended system requirements, all drivers are up to date. In fact, I had this thing custom built just July.

Windows 11 Home
AMD Ryzen 5 5600X
GeForce GTX 1650

The freezes seem to occur randomly. When they do, the game becomes impossible to minimize or close. All I can bring up i the task bar, other programs (such as the task manager for example) always remain inaccessible underneath the game window. Only way I know how to close the game at that point is signing out of Windows or outright rebooting my system.
Running as administrator didn't seem to make a difference. Neither did messing around with frame caps or Vsync.
Tried contacting Ubisoft tech support, but gave up after clicking around on their website for 15 minutes. They don't seem to be offering any way for me to get into contact with an actual person right now, judging from how you can't even hit 'send' underneath the support ticket form after selecting my type of issue from the drop down menus.

Hey there The Mortiest Rick,

Thanks for reaching out, sorry to see you've been having issues running the game!

I'm just checking in to see how you're getting on following animal_PLANET's suggestions?

Do you need any further help at all?

- Ubisoft Support

[The Mortiest Rick]

I turned off the overlays and thought that had solved the problem until I had another crash tonight.

[animal_PLANET]

Originally posted by The Mortiest Rick:

I turned off the overlays and thought that had solved the problem until I had another crash tonight.

Follow the rest of the suggestions and you should be fine.

[76561198868149032]

Let us know if you have tried the other suggestions and still have an issue.

- Ubisoft Support

[Bubba365allday]

How do we fix the freezing and crashing issue?

I love the game although every ten minutes my game freezes and crashes.

[Bubba365allday]

I have a similar issue although my game also crashes. I have a brand new Alienware PC.

[Ubi-Orion]

Originally posted by Bubba365allday:

I have a similar issue although my game also crashes. I have a brand new Alienware PC.

Hey there.

I'm sorry to hear you're having issues with crashes/freezes at the moment.

The first thing I would suggest is to attempt each step suggested here[support.ubi.com]. These steps are known to resolve most of the common causes of crashing/freezing.

If after doing so you're still experiencing issues I'd then recommend opening a support case. You can reach us either through the support website[support.ubi.com] by opening a live chat session or alternatively through our social media accounts on Facebook[en-gb.facebook.com] and Twitter and they will be able to create a support case for you.

After you've opened the case if I can also ask you to attach two system reports to the case that will assist us in identifying any potential cause. The reports we need from you are:

MSInfo[support.ubisoft.com]
DxDiag[support.ubisoft.com]

Thanks.

- Ubisoft Support

[Bubba365allday]

Hi Ubi-Orion,

Thank you for the information, I am currently waiting for a reply to my support case and I have provided the necessary files you suggested.

I have attempted all the steps you recommended in the external link and have had no success so far.

Since I have a brand new high powered gaming computer I am saddened I won't be able to play this game.

Animal Planet, if you do read this, what do you think could be the issue? I bought a brand new Alienware laptop 1 week ago and have no issues with any other games.

Thank you!

[animal_PLANET]

Originally posted by Bubba365allday:

Animal Planet, if you do read this, what do you think could be the issue? I bought a brand new Alienware laptop 1 week ago and have no issues with any other games.

Thank you!

This game is tricky. Since you have a laptop it could be a number of things. Even if no other games give you issues.

Have you simply verified game files?

Is steam, ubisoft connect, and game all installed on same drive? They should be. Is the drive game is installed on encrypted?

Have you tried a clean boot? Sometimes software and peripherals interfere and cause conflicts. Try to disable all non essential programs, services, and tasks from starting with laptop.

If you have alienware software running it could be the cause but so can other things like headset software, AV, just to name a few. Thats why clean boot will see if thats the cause.

Have you checked thermals? If it happens at the same time than it maybe easier to pinpoint. Check your temps while playing. If you have issues at 10 minute intervals every time that is usually a sign temps may be at play.

You can also check event viewer app and go to windows logs>application and look for time stamp of when game crashed. Look for odyssey at that time. Select it and look for faulting module name and path. Should also help give an idea.

Check alienware's support website for any updates that are specific to your model. make sure its all up to date. Same with windows. Make sure on latest public build. No insider, preview, or optional updates.

What are the specs of your laptop? You can see them by going to help in steam and selecting system info.

[Bubba365allday]

Hi Animal Planet, I really appreciate the information you have provided here!

System Model: Alienware m15 R7 AMD
OS Name: Microsoft Windows 11 Home
Processor: AMD Ryzen 7 6800H with Radeon Graphics, 3201 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date: Alienware 1.4.3, 14/09/2022
Display Adapters: AMD Radeon(TM) Graphics / NVIDIA GeForce RTX 3060 Laptop GPU

Next time I play, I will do as you said and check the logs. Everything else I have checked except for the temperature.

Is it possible my laptop can't handle the game? I thought Alienware gaming laptops handled any game.

Thank you again for your recommendations and expert advice!

[animal_PLANET]

Originally posted by Bubba365allday:

Hi Animal Planet, I really appreciate the information you have provided here!

System Model: Alienware m15 R7 AMD
OS Name: Microsoft Windows 11 Home
Processor: AMD Ryzen 7 6800H with Radeon Graphics, 3201 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date: Alienware 1.4.3, 14/09/2022
Display Adapters: AMD Radeon(TM) Graphics / NVIDIA GeForce RTX 3060 Laptop GPU

Next time I play, I will do as you said and check the logs. Everything else I have checked except for the temperature.

Is it possible my laptop can't handle the game? I thought Alienware gaming laptops handled any game.

Thank you again for your recommendations and expert advice!

No worries. Let me know if they help or not. Here are some other things to try.

Looking at your specs I would suggest to disable your onboard video (Radeon Graphics). This way only your primary (RTX 3060) is used. Thus removing any potential conflicts. This can be done via device manager in windows but it would be recommended to do so from motherboard's BIOS. This way it is disabled completely and windows will not even see it.

Once that is done I would run DDU to clean out both AMD and NVIDIA display drivers. When that is all cleaned out only install latest NVIDIA driver.

Here is link to DDU. It explains what it is/does. It also has a guide if unfamiliar. Make sure to read and follow it.
https://www.wagnardsoft.com/forums/viewtopic.php?t=4142

I am assuming your laptop monitor is 1080p? Or did you go with the 1440p option? Also, what did you go with for RAM as its not listed?

You def should be able to run game no problem at 1080p. As the RTX 3060 is a very good card at that resolution. If you went with 1440p option it will have to work extra and that is where thermals might be at play.

Next time you play game run MSI afterburner with RivaTuner to see real time usage and temps. This way you can see exactly whats going on before you run into issues.

You are welcome for the suggestions and by nomeans am I an expert. Just trying to help!

[Bubba365allday]

Animal Planet once again thank you for your help.

I looked at the logs and found this error:

Fault bucket , type 0
Event Name: LiveKernelEvent
Response: Not available
Cab Id: 0

Problem signature:
P1: 141
P2: ffffe68df20db090
P3: fffff800bbbf0790
P4: 0
P5: 3134
P6: 10_0_22621
P7: 0_0
P8: 768_1
P9:
P10:


I went to the AMD website and installed the display adapter from there and so far no crash. Previously I installed it via the Dell website.

I have copied and pasted your most recent advice which will assist me and others in the future.

I am grateful Ubisoft support is active here and they are helpful. You are indeed an expert and I have also seen you help others out here as well. Maybe you can add me and I can buy you a game.

[animal_PLANET]

Originally posted by Bubba365allday:

Animal Planet once again thank you for your help.

I looked at the logs and found this error:

Fault bucket , type 0
Event Name: LiveKernelEvent
Response: Not available
Cab Id: 0

Problem signature:
P1: 141
P2: ffffe68df20db090
P3: fffff800bbbf0790
P4: 0
P5: 3134
P6: 10_0_22621
P7: 0_0
P8: 768_1
P9:
P10:


I went to the AMD website and installed the display adapter from there and so far no crash. Previously I installed it via the Dell website.

I have copied and pasted your most recent advice which will assist me and others in the future.

I am grateful Ubisoft support is active here and they are helpful. You are indeed an expert and I have also seen you help others out here as well. Maybe you can add me and I can buy you a game.

Yea, that error is in fact a bad driver or hardware fault. Which seems you have now corrected by updating your display driver. Good stuff!

You are very welcome and enjoy your new laptop! Thank you for the offer but my reward is helping others!

[Ubi-Orion]

Hey there folks,

Glad to hear you managed to get this resolved Bubba and thanks once again animal_planet for being a huge help on these forums, it is greatly appreciated by all of us.

Thanks,

- Ubisoft Support