Michael P @ Ubisoft Support
June 26, 2017 12:46 PM


Please try uninstalling and reinstalling the game to see if that resolves the issue that you are encountering.

Some of these steps may be tricky. If you would like us to walk you through the process, Live Chat is available to further assist you at https://support.ubi.com

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Note: All save data for Tom Clancy's The Division is stored server side, so you will not need to back up this data before reinstalling.
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Now it is time to uninstall the game.
1. First, you will need to uninstall the game from the Add/Remove Programs (Windows XP) / Installed Programs (Windows Vista, 7 and 8) icon in your computer's control panel. It's possible that the game will not be listed if you have already uninstalled it. If so, you can skip this step.

2. After uninstalling the software, you will need to manually delete any leftover files in the game's install directory

C:\Program Files\Ubisoft (32-bit versions of Windows)
C:\Program Files (x86)\Ubisoft (64-bit versions of Windows)

Note: These files will be in a folder designated for the game itself.

Please do not skip this step as it is very important.

3. I also suggest you check for these registry keys.
- Press the Windows key and the "R" key at the same time.
- In the Open box, type "regedit" (without the quotes) and click OK.

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!!BEFORE YOU BEGIN!!
***Follow these instructions carefully.***
Damage to the registry can stop a PC from functioning.
Create a backup of your registry in case there are problems.
To do this:
- Click "File".
- Choose "Export".
- Select an easy location to find the file, such as your computer's Desktop.
- Name the file.
- Save the file.
If it is later necessary to revert to the backup copy of your Registry, you will:
- Click "File".
- Choose "Import".
- Select the file you exported in the previous steps.
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Now you can continue searching for the registry keys:
- Search the folder destinations for these registry keys. If found, please delete them.

Registry keys:

HKEY_CURRENT_USER\Software\Ubisoft\The Division​

4. Once you have fully uninstalled the game, you can reinstall it using the Uplay PC Client.

Let me know if you have any further issues. Please include as much detail as you can, including any error messages that you may receive.