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Renaming the folder to cache_backup is safer than deleting it because you can restore it if necessary. Ubisoft Connect should create a fresh cache folder when it starts again.
Before you begin
These instructions apply to Ubisoft Connect PC on Windows. They do not apply to the PlayStation or Xbox versions of Ubisoft Connect, which do not expose this Windows folder.
- Close any Ubisoft game.
- Keep your Ubisoft account email, password, and two-factor authentication method available.
- If the game was purchased through Steam or Epic Games Store, keep that account available too.
- Do not delete the game’s installation folder, save folders, or the entire Ubisoft Game Launcher directory for this basic reset.
Clearing the cache may make Ubisoft Connect request another sign-in. Ubisoft’s support guidance also recommends backing up local saves before broader launcher cleanup or a clean reinstall.
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How to clear the Ubisoft Connect cache
1. Exit Ubisoft Connect completely
Close Ubisoft Connect normally using its account or profile menu and choose Exit, if that option is available. Closing the visible window may not be enough if the launcher continues running in the Windows notification area.
2. End remaining Ubisoft processes
- Press Ctrl + Shift + Esc to open Task Manager.
- Under Processes, look for Ubisoft Connect or Ubisoft Game Launcher processes.
- If necessary, check the Details tab as well.
- Select remaining Ubisoft launcher processes and choose End task.
Process names can differ between launcher versions. Older Ubisoft instructions refer to names such as upc.exe and UplayService.exe, while newer installations may show additional or different names.
3. Open the launcher’s installation folder
The usual default path is:
C:Program Files (x86)UbisoftUbisoft Game LauncherThe product is called Ubisoft Connect, but the folder may still be named Ubisoft Game Launcher. If the default path does not exist, right-click the Ubisoft Connect shortcut, select Properties, and use Open File Location when available. You may also search Windows for Ubisoft Game Launcher.
Custom installations may be on another drive or in another folder.
4. Rename the cache folder
- Find the folder named
cache. - Right-click it and select Rename.
- Rename it to
cache_backup.
Leave the backup in place temporarily. Renaming is reversible and is the preferred first attempt. You can delete the folder instead if renaming is unavailable, but deletion may require another sign-in when the launcher starts.
For certain ownership or activation-key problems, Ubisoft Support has also instructed users to back up or remove the ownership folder inside the cache:
C:Program Files (x86)UbisoftUbisoft Game LaunchercacheownershipThat is an optional troubleshooting measure, not a required part of the ordinary cache reset. Back it up before removing it.
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5. Restart Ubisoft Connect
Launch Ubisoft Connect normally and give it time to rebuild its temporary data. Sign in again if prompted. A new cache folder should appear in the launcher directory.
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What clearing the cache changes
The cache stores temporary launcher data, including cached interface content, download and update metadata, and information used during account or ownership checks. Stale or damaged data may contribute to:
- Ubisoft Connect failing to start
- Blank, broken, or unresponsive launcher screens
- Games appearing unavailable or unowned
- Repeated activation-key prompts
- Downloads stuck at “preparing” or “initializing”
- Updates stuck while checking for patches
- Some launcher connection or crash errors
A basic cache reset does not target installed game files or save files. However, do not generalize that protection to deleting the entire launcher directory, AppData folders, or performing a clean reinstall. Those actions are more disruptive.
Cache clearing is a local troubleshooting step. It cannot by itself fix a Ubisoft service outage, an invalid entitlement, account-linking problems, corrupted game files, firewall or antivirus blocking, or hardware faults.
If the cache folder is missing
Do not create an arbitrary folder manually. The cache may be missing because Ubisoft Connect is still running, the launcher is installed elsewhere, the cache was already removed, the installation is incomplete, or you are looking inside the game folder rather than the launcher folder.
- End Ubisoft processes in Task Manager.
- Find the actual launcher location from the shortcut’s Open File Location option.
- Start Ubisoft Connect once, close it completely, and check the folder again.
- If the folder is still absent, consider repairing or reinstalling the launcher.
On cloud-gaming services or managed PCs, you may not have access to a persistent local launcher directory. Use the provider’s session-reset or support process instead.
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If clearing the cache does not help
Verify the game through the storefront that manages its files
For a Steam installation:
- Open Steam.
- Open the game’s Properties.
- Select Installed Files.
- Choose Verify integrity of game files.
Steam may repair or redownload damaged files. For Epic Games Store or another PC storefront, use that platform’s equivalent verification or repair option. Ubisoft Connect’s cache reset does not replace verification by the storefront that owns and manages the game files.
Restart Windows
Restart the computer if files were locked, Ubisoft processes would not close, or the cache could not be renamed. A reboot can release locked files and restart background services.
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Check account, network, and security causes
Cache clearing will not resolve every authentication or connection problem. Check whether:
- Ubisoft Connect is signed in to the account that owns the game.
- The Steam or Epic account is linked to the intended Ubisoft account.
- The game is being launched from the storefront where it was purchased.
- Other websites and online services work normally.
- A VPN or proxy is interfering with the connection.
- Firewall, antivirus, or ransomware-protection software is blocking Ubisoft Connect or the game.
You can temporarily test with a VPN or proxy disabled. Add security exclusions only if you understand the security implications and trust the files involved. Service availability is not guaranteed at all times, so check Ubisoft’s support or service-status channels before repeatedly reinstalling software.
Test the in-game overlay separately
If Ubisoft Connect works but the overlay fails to appear or causes a crash, open Ubisoft Connect settings and look for the in-game overlay option. Disable it, restart the launcher and game, and test again. Settings labels can vary between launcher versions. This is a separate troubleshooting branch, not part of clearing the cache.
Persistent launcher crashes: broader reset
Use broader cleanup only after the ordinary cache reset fails and the problem points to damaged launcher data. Ubisoft Support has, for some “unrecoverable error” cases, instructed users to remove additional items such as:
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- Close Ubisoft Connect and end its remaining processes.
- Back up relevant local save data.
- Record your Ubisoft and storefront login details.
- Remove only the items required for the specific troubleshooting case.
- Restart Windows.
- Download Ubisoft Connect from the official Ubisoft Connect download page.
- Reinstall the launcher, sign in, and allow the library to repopulate.
A clean reinstall can reset settings, require another login, and create confusion about existing game-library locations. Do not delete game files unless a separate support procedure specifically requires it.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Common problems after the reset
“The folder is in use”
End all Ubisoft processes in Task Manager and try again. If Windows still reports that the folder is locked, restart the computer. Renaming is preferable to deleting because it is usually easier to reverse.
Ubisoft Connect asks for a password or two-factor code
This may be normal after cached authentication data is removed. Use the original Ubisoft account associated with the game. Do not create a new Ubisoft account unless Ubisoft Support confirms that the original account cannot be accessed.
The game still asks for an activation key
A cache reset may not fix an entitlement or account-linking problem. Confirm that the game was purchased on the signed-in account, the Steam or Epic account is linked to the intended Ubisoft account, the game is launched from the correct storefront, and Ubisoft Connect is online.
Installed games disappear from the library
Do not immediately reinstall them. Sign in to the original Ubisoft account, restart Ubisoft Connect, check the library and installation-location settings, and use the launcher’s locate or discover function if available. Confirm that the existing game files and saves are safe before reinstalling the launcher.
The cache folder returns but the problem remains
This means the launcher rebuilt its cache, not that the underlying issue was necessarily fixed. Move on to storefront file verification, network and security checks, overlay testing, or launcher repair.
Deleting the cache makes things worse
- Close Ubisoft Connect.
- If a new
cachefolder was created, remove or move it as appropriate. - Rename
cache_backupback tocache. - Restart the launcher.
If the problem persists, contact Ubisoft Support instead of deleting additional folders at random.
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Windows, storefront, console, and cloud-gaming scope
For a Steam- or Epic-purchased Ubisoft game, Ubisoft Connect may handle authentication while the other storefront manages the installed game files. Troubleshoot each launcher for its own responsibility.
On PlayStation and Xbox, do not search for the Windows path C:Program Files (x86)UbisoftUbisoft Game Launcher. Use the console’s own restart, power-cycle, game-repair, or reinstall options and consult the support page for the specific game. Ubisoft Connect features vary by game and platform.
Ubisoft describes Connect as a desktop PC client and a service accessible through games on PC and consoles. Its services may require an account, an internet connection, and Ubisoft Connect software, and availability can vary.
When to contact Ubisoft Support
Escalate to Ubisoft Support if the problem involves an account or entitlement that remains incorrect, an account-linking issue, suspected service outage, a persistent launcher installation failure, or a crash that survives cache clearing, file verification, network checks, and a restart.
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When contacting support, include the exact error message, whether the game is from Ubisoft, Steam, Epic, or another storefront, the Windows version, and what happened after the cache was renamed. Avoid sending passwords or two-factor authentication codes.
Relevant sources: Ubisoft Connect download page, Ubisoft Support cache and ownership guidance, Ubisoft Support broader launcher-cleanup guidance, Ubisoft launcher-process troubleshooting context, and Ubisoft Terms of Use.
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