Ubisoft Connect errors and common problems

Connection lost: App can't reach Ubisoft's online services

Means

Ubisoft Connect shows Connection lost or drops to offline mode. Ubisoft says to rule out an outage first, then your router, network drivers, other software and any VPN.

First step

Check Ubisoft Help for maintenance or outages, and test on a wired connection if you can. All steps

Can't log in: Login fails or keeps asking again

Means

Ubisoft Connect won't log you in, or keeps sending you back to the login screen. Ubisoft points to service problems, offline mode, missing permissions, security software and an old app version.

First step

Check Ubisoft Help for maintenance or degraded services. All steps

Game missing from library: Owned game does not appear in Games

Means

A game you bought is not in your Ubisoft Connect library. Ubisoft says it is usually on another Ubisoft account, or the app cache needs clearing.

First step

Make sure you are logged in to the Ubisoft account the game was activated on. All steps

Cloud save problems: Progress missing after a cloud sync

Means

Missions, characters or other progress are gone from your game. Ubisoft says the cloud save may be corrupted, and you can replace it with a fresh local save.

First step

Quit the game and turn off cloud synchronization in Ubisoft Connect. All steps

2-Step verification code: Code never arrives or is rejected

Means

You can't finish logging in because the 2-Step verification code does not arrive or does not work. The fix depends on whether you use an app, email or SMS.

First step

With an authenticator app, log in with one of your recovery codes. All steps

A Ubisoft service is not available: Ubisoft Connect can't reach Ubisoft Services

Means

Ubisoft Connect can't connect to Ubisoft's online services. Players also see it as "A Ubisoft service is currently unavailable". It can be an outage or your own connection.

First step

Check the Ubisoft Help home page for outages or degraded services. All steps

A Ubisoft Server is unavailable: Outdated Ubisoft Connect version

Means

Ubisoft says this and "Service is unavailable" appear when you start an old version of Ubisoft Connect. It happens most often after installing a game from a disc.

First step

Close Ubisoft Connect fully from the Windows system tray. All steps

Error code 17006: Connection problem during download or update

Means

Ubisoft Connect is having connection trouble, often while it installs or updates a game. Ubisoft says to check for maintenance first.

First step

Check the Live Feed Update section on Ubisoft Help for maintenance or degraded services. All steps

Unable to start download: Install or update won't begin

Means

Ubisoft Connect won't start downloading a game. Ubisoft points to your connection, maintenance, too little disk space, missing permissions or an old app version.

First step

Check your internet connection and Ubisoft Help for maintenance. All steps

Unable to start game: Game won't launch from Ubisoft Connect

Means

The game fails to start from Ubisoft Connect, sometimes shown as "Unable to locate game". Ubisoft points to a temporary app problem or damaged game files.

First step

Restart Ubisoft Connect. All steps