Potential Hardware Problem?

AgreedMammal546 · Apr 5, 2019

For the past week and a half I've been going back and forth with Ubisoft technical support over a graphical tearing glitch that was going on in The Division 2. After a bunch of discussions, they've essentially determined that it is a hardware issue on my
particular console, since I've tried every solution and the problem keeps occurring.

If any of y'all would like to look at some video of said issue, here is the link to a google drive (I apologize for any quality issues):

https://drive.google.com/drive/folders/1eGio_nPrd7NuPiu-5EeCGNmI1dDsAy7-?usp=sharing

Thank you for any help!

:)

HolyNinja1

I would suggest checking your HDMI ports on the xbox and tv to make sure they are not damaged

AgreedMammal546

For all having questions, it would probably help that to add that this is the only game I am having this issue with. I also, have uninstalled the game numerous times, and cleared the cache before reinstalling the game.

The console is an Original Xbox One

Also, I have forced the console into a 640 x 480 resolution and the issue stops, however I hope you can see why I would not want this to be a permanent solution to the problem.

**Edit** After a while longer in game at 640, the same issue occurred

Darkwolfecze

Maybe this will be stupid, but have you tried different HDMI Slot?

Gimpy_P

For all having questions, it would probably help that to add that this is the only game I am having this issue with. I also, have uninstalled the game numerous times, and cleared the cache before reinstalling the game.

The console is an Original Xbox One

Also, I have forced the console into a 640 x 480 resolution and the issue stops, however I hope you can see why I would not want this to be a permanent solution to the problem.

**Edit** After a while longer in game at 640, the same issue occurred

Even though it's the only game with the issue it still does not preclude a hardware issue, or a hardware driver issue.

I would do a factory reset which should clear up any software issues, if the issue persist, contact Microsoft for a repair.

Factory reset:

https://support.xbox.com/en-US/xbox-one/console/reset-console-to-factory-defaults

Repair info:

https://support.xbox.com/en-US/browse/xbox-one/warranties-and-repair

N4L H3adsh0t

Hi, I'm no expert but I have a few things you could try and it might fix it if you haven't tried this yet. Your HDMI cord could be broken in some way, try using a different one if you can. Also uninstalling and reinstalling the game may work. If this pops
up on more than just the Divison it would most likely be hardware either Xbox or TV but it only being on the game seems weird to be a hardware issue. Maybe messing with your tv picture settings while it's happening to see if HDR or something is on when it
shouldn't be, that has happened to me and it's caused discoloration and smaller tearing. You may have tried all this but its just my suggestion if ya haven't, best of luck!

Potential Hardware Problem?