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Do you have an issue with one of our games?
Please check our FAQ of the most common issues below.
Please note that the customer support is in English during normal working hours (weekdays from 09:00 to 16:00 – CET)
FAQ
Check your network settings – are you using the correct network? / Are all cables plugged in correctly? Are you using Wi-Fi instead of the LAN network?
Please check if your router/switch is allocating a dynamic IP to the operator PC.
Enter ipconfig in the Windows search field on your operator PC. Check if the IP address displayed matches the address which is being displayed in the top left corner of the operator console.
If not, please enter the address which is shown in ipconfig as the server URL in the operator console, and also enter this IP address in the loader applications on your client PCs.
Make sure that you switch the router to a static IP, so it doesn’t happen again.
In an unlikely case, there could be an issue with the game server (which is a software running on your operator PC – NOT an online server). Check the following: Please search for services.msc in the Windows Start Menu. Run the app called “services”. You’ll see a list of services. Look out for UbisoftSphinxServer. This should be marked as running, if it’s not – right click on it and click on start. Afterwards please re-start all the loader applications and the operator app as well.
Switch Ubisoft Connect to offline mode and then back again back to online mode – after this, the message should have disappeared
For this rare occurrence, we have implemented an emergency mode that you can use for 48hr max. The folder where this can be found is usually located under
\Programs(x86)\Ubisoft\Ubisoft Game Launcher\games\SphinxOperator (if you can’t find this folder, please look for the path under which you installed the software)
The emergency / Offline Mode is then started with the "Launch SphinxOperator Emergency Mode" shortcut.
Please go back online with Ubisoft Connect as soon as possible again so the operation and data flow is guaranteed.
If no screenshot folders are present / being created by our software, please make sure that the user who is logged in to Windows has full administrator rights – without those, no pictures are being stored.
