Forza Horizon 4 crashing at start up after I bought Ultimate Edition (PC)

c00kieeMasteR · Jun 19, 2019

Hi,

I have recently bought Xbox Game Pass for PC. I was perfectly fine playing Forza Horizon 4 for few days (no crashes or anything) and decided to buy the Ultimate Edition (yesterday) - on your official
windows store. I have installed all additional car packs and DLCs. I have started the game, took one of the new cars and took a ride to the new house that got unlocked (because of the purchase). On the way though I have faced awkward bug/glitch. Something
similar as falling under the textures - I ended up with some blue textures and could not do anything. I have restarted the game but now when I click "Enter" at the menu - I crash to desktop. I have tried multiple unistalling, redownloading, updating etc. but
nothing works. My assumption was that the save stored in the cloud got corrupted (when I reset the app and go offline I can start the game but from the scratch losing all my progress). I noticed though (searching all the forums) that there are multiple people
affected by similar issue so now I am not sure if it is really the corrupted save or there is like some global problem with the new DLC that got added to the game and broke it for many players. Either way - both scenarios are unacceptable for me. If this is
something that cannot be fixed then please let me know how should I contact you in order to get a refund because I did not pay to see the game crashing at the menu.

Regards,

c00kie

:)

BarbecueSausage

Hmm, sorry that didn't work for you,

you can contact xbox customer services through this link:

https://support.xbox.com/en-US/contact-us

c00kieeMasteR

Hi,

Unfortunately I do not see „Request a return” anywhere. Could you please show me where it should be visible or if my purchase is „not eligible for a return” - how I can contact Customer Service directly? I am definitely not going to leave the case without
getting the game to work or receiving my money back. I did not pay for something broken.

Regards,

c00kie

c00kieeMasteR

Hi,

Thanks for this „automatic” answer but as I have stated - all standard solutions that can be found on yours or different other forums were already tested and it did not help. Nor game updating, uninstalling DLCs, updating drives or windows or anything else.
Last time I played fine was Friday evening - on Xbox Game Pass for PC. On Sunday I bought Ultimate Edition and after several minutes was sent to desktop and now I cannot access the game with all my progress, can only start from the scratch. Can you please
tell me what steps I can take in order to request the refund?

Regards,

c00kie

XBF Amber M

Hi c00kie,

Thanks for reaching out to us in the forums for this issue with Forza Horizon 4. As you stated, you previously had played FH4 via Xbox Game Pass for PC, then bought the FH4 Ultimate Edition to continue to play, but are now experiencing game crashes even
after uninstalling and reinstalling the game.

I recommend that you attempt the troubleshooting solutions available in our support article entitled Game freezes or stops
responding on a Windows 10 device to see if they yield any results, specifically solution #3. Additionally,
when you start Microsoft Windows, typically there are several programs that start automatically and run in the background that may interfere with the game and may include antivirus and system utility programs. When you perform a clean
startup procedure, you prevent these programs from starting automatically. You may wish to also attempt a clean boot as well.

Perform a Clean Startup to determine whether background
programs are interfering with your games or programs

Give the troubleshooting a try and let us know the results.

I hope that this helps you out!

BarbecueSausage

Here is some info on how to request a refund:

https://support.microsoft.com/en-gb/help/10558/microsoft-store-returning-items-bought-for-exchange-refund

Forza Horizon 4 crashing at start up after I bought Ultimate Edition (PC)