[error] connection Lost

[Side367]

purchased Anno1800 from Steam, liked steam account to Ubisoft Connect, however upon execution of the games .exe the ubisoft Connect app could not initialize fully.

Specs:
-Windows 10 64bit (with most recent updates)
- DirectX 12
- 64 GB of ram
- Nvidia Geforce 960 GT cards

- I can access Ubisoft Connect via the web browser, however not the Ubisoft Connect app.
- The Ubisoft Connect app was able to update and verify login info, but could not fully initialize.
- I tried connecting via home internet, as well as using my mobile data via tether to bypass my home internet and see if it was my network. Both yielded the same result.
- I tried the Ubisoft Connect app on another Windows 10 pc and it still didnt work.

Issue appears to be the initialization of the Ubisoft Connect app, as if its timing out or something. It can verify account login info and update but nothing else. Thanks.


[Launcher log]

[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (167)
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (171) -- Starting Ubisoft Game Launcher --
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (176) Platform: PC.
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (184) Exe version: 143.0.10894
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (185) Installed version: 10894
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (186) Built: Jun 21 2023.
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (191) OS: Microsoft Windows 10, 64-bit Professional (build 19045)
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (196) CPU: Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (201) GPU: NVIDIA GeForce GTX 960
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (206) RAM: 65536 MB
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (214) Timezone: UTC-06:00
[ 7664] 2023-07-05 16:48:15 [ 9584] INFO HubUtils.cpp (233) Command line:
[ 7664] 2023-07-05 16:48:16 [ 6640] INFO BusSettings.cpp (104) Failed to disable start on Windows start.
[ 7664] 2023-07-05 16:48:16 [ 9584] INFO Hub.cpp (107) Environment is PROD.
[ 7664] 2023-07-05 16:48:18 [10084] INFO StartView.cpp (831)
[ 7664] 2023-07-05 16:48:52 [11144] INFO AccountOnlineLogin.cpp (325) Login Type: credentials, platform: Uplay.
[ 7664] 2023-07-05 16:48:53 [11144] INFO AccountStartupLogin.cpp (247) User: fbc5fd84-1c5e-4aab-b557-53b80cd07dad
[ 7664] 2023-07-05 16:50:46 [10084] INFO BusStreamingPlatform.cpp (334) Disconnecting all routes from BusStreamingPlatform.
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (167)
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (171) -- Starting Ubisoft Game Launcher --
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (176) Platform: PC.
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (184) Exe version: 143.0.10894
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (185) Installed version: 10894
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (186) Built: Jun 21 2023.
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (191) OS: Microsoft Windows 10, 64-bit Professional (build 19045)
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (196) CPU: Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (201) GPU: NVIDIA GeForce GTX 960
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (206) RAM: 65536 MB
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (214) Timezone: UTC-06:00
[ 5360] 2023-07-05 16:51:59 [11216] INFO HubUtils.cpp (233) Command line:
[ 5360] 2023-07-05 16:52:01 [11516] INFO BusSettings.cpp (104) Failed to disable start on Windows start.
[ 5360] 2023-07-05 16:52:01 [11216] INFO Hub.cpp (107) Environment is PROD.
[ 5360] 2023-07-05 16:52:02 [10604] INFO StartView.cpp (831)
[ 5360] 2023-07-05 16:52:17 [ 5184] INFO AccountOnlineLogin.cpp (325) Login Type: credentials, platform: Uplay.
[ 5360] 2023-07-05 16:52:17 [ 5184] INFO AccountStartupLogin.cpp (247) User: fbc5fd84-1c5e-4aab-b557-53b80cd07dad


[Service log]
[ 3284] 2023-07-05 16:48:15 [ 7188] ERROR OS.cpp (1184) iconKey should have been 'upc.exe' but actualy was: UbisoftConnect.exe.

[Ubi-Galaxy]

Hey @Side367

I'm sorry that you've had issues with the Ubisoft Connect app.

Could you please make sure to run the app as administrator, as well as following this[support.microsoft.com] guide?

We also have our official Discord Support server, where you will be able to request support, if needed.

Please let us know if the issue persists.

Thank you very much.

- Ubisoft Support

[Side367]

I really appreciate the assistance, Ive tried the microsoft link above and the issue still persists. If you have access to the Ubisoft Connect side of things, all of my logs and dxdiag are there.

[Ubi_Massilia]

Hey Side367

Sorry to hear that this didn't help.

Are you still experiencing connectivity issues with Ubisoft Connect ?
If yes, could you please follow the steps in this article[www.ubisoft.com] ?

If the issue still persist after this, feel free to come back.

- Ubisoft Support