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Mac OS X issues

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MissDemeanour #1 Posted 14 September 2018 - 02:54 PM

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Hi! I'm new to the community and a pilot IRL.

 

I was delighted with the perspective of playing this game - especially knowing the repotting Wargaming.net has with World of Ships and World of Tanks. Moreover, they announce that it works for the Mac. Well, It worked perfectly until two days ago.

 

Now the game crashes systematically and all the steps provided in the support page, cache cleans, new reinstalls and everything else that me and my friends thought of haven't succeeded in restoring the game experience I had barely a few days ago.

 

Moreover, i've fell in love with a few liveries (paint jobs and nose art), so I bought some gold. I also bought the Zero from the premium shop as it was definitely one of the planes from that era that I wanted to try. Now, none of these purchased (with real money) official game items are available. Support is on it (and I guess it's not easy to find a "needle" in thousands of lines of code) but they have been unable to find the solution and fix the problem.

 

Moreover, they ask me to make a WG check - except that there doesn't seem to be a tool for Mac users (we need ".dmg" as ".exe" will never install on Mac OS-X). It seems that the Devs, in their infinite wisdom, when they ported the windows version to Mac through "Wine", "forgot" this detail.

 

I love the gameplay, I'd really love continuing playing this game but this situation is not only frustrating but unacceptable - be it even for the fact that I cannot access in game my purchased game items.

 

I've asked for the problem to be fixed or to be issued a refund. So far, I've got none. It is a pity, as I've heard from a friend who plays "World of Tanks" that support is very reactive. I'm afraid that doesn't seem to be the case, in my experience.

 

None of the information presented in the support pages for this kind of problem has solved this issue. All drivers are up to date.

 

Finally, in spite of the joy of playing this with friends, this game and the support (or lack of it), is leaving a bitter taste.

 

If someone has any solution for this, please feel free to PM me or just post here as I've heard of another friend with the same problem.

 

Happy flying!

 

Miss Demeanour

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MissDemeanour #2 Posted 14 September 2018 - 03:07 PM

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*edited


Edited by Jenny001, 10 October 2018 - 09:45 AM.
This post has been edited by the moderation team due to exchanges with our Customer Support Services.


MissDemeanour #3 Posted 14 September 2018 - 03:14 PM

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*edited


Edited by Jenny001, 10 October 2018 - 09:47 AM.
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Isoruku_Yamamoto #4 Posted 14 September 2018 - 03:38 PM

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Well to be honest none of us with the forum (players) can help you i think.

 

First of all, you use a mac, which is uncommon and not quite advisable for any game really.

Second, you say the game worked before but you give no possible explanation whatsoever as to why at may have stopped working now.

Third: you claim none of the bought items are available, but the way you state it suggests they are not on your account. Im guessing that would not be the issue; your issue is that you cannot access the game right?

Also, a premium plane from the shop may actualle be refunded if not played (i think once per account, not sure), but i recommend you try to find out what the actual issue is first.

 

Possible solutions (given that there are no leads to work with) :

- clear cache

- allow firewall access

- run in safe mode

- run as admin

- restore game files

- more options possible if you provide proper info

- buy an actual pc/ laptop with performance rating instead of shiny apple (sorry, i have a well-taught hatred against apple products)

 

Hope any of this helps



MissDemeanour #5 Posted 14 September 2018 - 03:52 PM

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Dear Isoroku,

 

Although it may be uncommon, this game is advertised as working for the mac. There is even a Mac client for it :

 

https://worldofwarplanes.com/game/

 

As such, it is this company's responsibility to make sure that it works and if doesn't, they must provide adequate solution and solve the problem.

 

Second, the game did work perfectly but I'm not a developper. I have no clue why I stopped working. All I could do (and did) was open tickets with support, send them screenshots and the crash logs. I don't know how to read crash log codes but since you asked for an explanation, here it is :

 

https://cdn.discordapp.com/attachments/368116650941218816/490187990258417675/backtrace.txt

 

This is the crash log. Good luck if you can figure out anything from there.

 

Here's your explanation. Satisfied? :-P

 

3) Yes! That's the issue! I can't access the game, therefore can't access the products I've purchased! 

 

Also, i'd prefer much more that the game works like it did a few days ago then get any refunds. I was enjoying myself. However this may be related to some change in the code or to the new event "summer storm" that brought some conflicts to Mac users (even if I'm the only one).

 

Thank you for the possible solutions. Unfortunately none of them work. Support has suggested those and a few more that I've tried for these past two days, sadly without success.

 

Thank you very much for your suggestions but it didn't help. I do appreciate the effort.

 

Happy flying!



eekeeboo #6 Posted 14 September 2018 - 04:14 PM

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Support or Mac player with expertise will be your only hope I'm sorry to say. My experience with Mac is next to zero and I wouldn't know where to begin to offer help with the client you have other than attempting all of the WGC tools like check and repair and a complete uninstall and re-install of the game. I know in certain instances certain pilots/paint have been known to cause issue but these were in the past. 

 

Support will have asked for a WGcheck to be able to run through the code and compare with the crash files. In this case not possible, making things more difficult. 

 

If you are able to look at the crash logs, or if you can roughly figure out what actions it is that causes the crash. Whether it's logging in itself, clicking certain buttons etc. 

 

Usually crashes and issues with logging in are dealt with by clearing AppData (I have no idea what the mac structure would be or if it has an equivalent sorry) 



Isoruku_Yamamoto #7 Posted 16 September 2018 - 10:27 AM

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Have you been able to make any progress yet?

MissDemeanour #8 Posted 16 September 2018 - 07:28 PM

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Hi Isoruku,

 

No, unfortunately not. Connectivity has improved but the game freezes now while loading every maps.

 

Wargaming.net disclaims all responsibility regarding Mac issues, stating that they don't support Mac. What is frustrating is that that advertise "World of Warplanes" as - I quote : "clear for landing for the Mac", while it isn't.

 

Furthermore they refuse to refund even the premium plane.

 

I have tried everyday to login again but it is still impossible to launch again. I suspect that this is related to the "summer storm event", for which something must have been changed in the code and is causing problems for the "Mac Wrapper" as devs calle it (as Wargaming.net released a "wined" version of its PC game and not a dedicated Mac version, as do other other companies for multi-platform games like Blizzard and Gaijin for war thunder (this later works fine but I don't like it).

 

The summer storm event ending tonight in less than one hour, I'm hoping that it will work again as I really love world of warplanes and it's really a shame that I can't fly it since they launched the event and to a lesser degree, that I can't access in game the items I've purchased. Although it's not "loads of money", it's the principle and consequent response of support that disappointed me very much and will most likely deter me from continuing to support this game by investing in game cosmetics or in planes that are otherwise unavailable through the tech tree (available only through premium shop) - this without prejudice to any legal action I make take or not, against wargaming.net for the prejudice (not because of the money but for the principle).

 

It's not a drama to be deprived from gaming (as I have other possibilities like War Thunder, Warbirds online, WW2 online, etc...) but rather disappointing in the sense that the Mac client for which they communicated is not even supported by support (there isn't even a WG check tool for the Mac...).

 

As I've said previously, I do love World of warplanes, as it offers the perfect balance between arcade and realism, for those moments just want to steam off. Besides, I'm playing this with a friend, which makes it still more fun - frustrating for both of us now, since we can't enjoy it together.

 

I'll keep you posted and thanks for caring. ;-)

 

Mila


Edited by MissDemeanour, 16 September 2018 - 07:29 PM.


MissDemeanour #9 Posted 16 September 2018 - 07:44 PM

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View Posteekeeboo, on 14 September 2018 - 04:14 PM, said:

Support or Mac player with expertise will be your only hope I'm sorry to say. My experience with Mac is next to zero and I wouldn't know where to begin to offer help with the client you have other than attempting all of the WGC tools like check and repair and a complete uninstall and re-install of the game. I know in certain instances certain pilots/paint have been known to cause issue but these were in the past. 

 

Support will have asked for a WGcheck to be able to run through the code and compare with the crash files. In this case not possible, making things more difficult. 

 

If you are able to look at the crash logs, or if you can roughly figure out what actions it is that causes the crash. Whether it's logging in itself, clicking certain buttons etc. 

 

Usually crashes and issues with logging in are dealt with by clearing AppData (I have no idea what the mac structure would be or if it has an equivalent sorry) 

 

Hi Eeskebo and thank you for your answer. Yes, support has asked for a WG check - except that they don't have a WG check tool for the Mac. There is only an ".exe" one, so for windows. I need ".dmg" to instal anything on the Mac (the wargaming client is ".dmg").

 

Finally, support admitted by writing in the tickets that they don't support Mac. They wrote this on their answer (I have kept screenshots of this). I'm not a dev, I'm a user, so if support needs me to supply them, it is necessary to supply me with the tool (WG check) or suggest another way on how to do this. They have done none.

 

I have cleared everything (App Cleaner for Mac) - including caches. I've roughly installed the game three times. This means that they changed something in the code that the "Mac Wrapper" (wine) can't handle. This is what is probably causing the game to crash.

 

As for crash logs, support was given through the "my tickets" page, screenshots and the actual "backtrace.txt" files (crash logs for Wine, the MacWrapper) that these errors generated. However, the conversion from PC to Mac has apparently been ordered to "Codeweavers", from what I could understand and support has declared itself as "not supporting Mac".  This says it all, doesn't it? It is incoherence to advertise something as ready for the Mac when it isn't and far worse not to support it or not to demand the people who have created this conversion to either finish the job or correct what is wrong.

 

As of now, in addition to declaring - I quote : "we don't support Mac", they still advertise World of Warplanes as "cleared for landing on the Mac" while it obviously isn't as if it was, it would work all the time.

 

As I have suggested on my previous messages, I think that this is related to the new event "summer storm". Maybe the Wargaming.net devs did something to the code without checking how wine (the technology used to play it on the Mac, without being a dedicated Mac version...) would interpret it. Hopefully, after the event is withdrawn (17 minutes from now...) , I'm hoping that it will work again as I've said countless times, I'd love to keep playing this game - especially that I'm not playing it alone.

 

Thank you very much for trying to help. I really appreciate it!

 

Mila



MissDemeanour #10 Posted 16 September 2018 - 08:15 PM

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Still no joy, I'm afraid...

Isoruku_Yamamoto #11 Posted 16 September 2018 - 08:38 PM

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So basically you can run the game now, but not stable? Is that correct?

MissDemeanour #12 Posted 17 September 2018 - 07:13 AM

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View PostIsoruku_Yamamoto, on 16 September 2018 - 08:38 PM, said:

So basically you can run the game now, but not stable? Is that correct?

 

No that is incorrect. The game launches, I can access the Hangar. It is impossible to launch any battle. The game freezes during the load map phase. Before the event , it was smooth and fast. Now for some reason, not only maps seem to take more time to load but they crash before allowing me in game - and this in all maps (before the event only the "point of no return" and "white fortress" maps made the game freeze during loading and crashing.

By pressing tab, now I can see the players list online on this battle, until the game freezes and crashes (which I said previously, happens now on all maps). I still can't fly as the game crashes during the loading phase on all maps. Just having access to the hangar for now. I can however see the logged in players by pressing the tab key during the loading phase of the battle map.

This is an improvement in connectivity as yesterday and the day before, the game crashed too and when I pressed tab, I was the only name in the pilots list - which was soon followed by a server disconnect message, without loading the login page.

Again, just before the event, this game worked perfectly and was fun.

It's just a shame and "lame" to release something like this in this condition.
Why can't we have a dedicated Mac client instead of a windows wrapper version (Wine) as everybody else is doing (Blizzard, Gaijin, Warbirds online, Sky Gamblers, etc...)?
Why go cheap and unreliable? 

Still no joy. Can't get into battle. The Hangar is as far as it lets me go...



Isoruku_Yamamoto #13 Posted 17 September 2018 - 07:25 AM

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Could you check the following two things for me:

 

- do battles of tier 1,2,3 work (select a tier 1 or 2 aircaft to test this)

- can you go into training rooms?

 

Just trying to figure out what might be wrong, if we can work out a fix i (or eekeeboo) will pass it on to support and hopefully even development.

 

Grtz I_Y



MissDemeanour #14 Posted 17 September 2018 - 07:30 AM

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Hi Isoroku and thanks again for your help. :-)

 

I tried already selecting a tier one battle to see if this was a bug related to the Tier V premium zero I bought. Unfortunately we experience the same results : the game freezes then crashes during the map loading phase.

 

I'm going to try now to join the training room. I will report in a few minutes here.

 

Azs for support, they did say (by writing) that they don't support Mac (the opposite of what the company is marketing, sighs...). Devs might be a better help. Perhaps they don't even know someone is playing their Mac client.

 

To be honest, I have lost faith in support, in wargaming.net all they want is my money, without assuming their responsibilities of having this game running.

 

However and in spite of that, I do love the gameplay and I already have a wingman to enjoy this - which I do. What I'd like is to get the game running. I'm joining now the training room and we shall see what happens.

 



MissDemeanour #15 Posted 17 September 2018 - 07:53 AM

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Hi Isoroku and eekeeboo,

 

As suggested by Isoruku, I tried playing in "training mode". There was only one training game available, which I tried to join. I couldn't get in.

 

I also tried the second option (creating my game) and just like for combat flights, the game freezes at some point on the load map phase (Albion map this time...) and crashes (see the attached file for the crash log).

 

You can of course, forward the crash log to support or the devs but support already has it.

 

I really think this is related to some change in the coding for the current event "summer storm" or for the release of new maps, which was not updated in the "Mac Wrapper" (Wine). Since support says they do not support Mac, I'm lead to think that only "Codeweavers" (the company Wargaming.net hired to conceive the MacWrapper) are in a position to do anything. Tickets have been opened with them but no answer yet.

 

To my knowledge, support has done nothing to inform code weavers of this situation. I might be wrong but there was no mention of this in any of the ticket replies, which is far disappointing.

 

I'm willing to try anything you guys can suggest. Thanks for suggesting and trying to help.

 

Mila

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Edited by MissDemeanour, 17 September 2018 - 07:55 AM.


Isoruku_Yamamoto #16 Posted 17 September 2018 - 07:56 AM

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The issue with support for WoWP is that it is run by a couple of guys from WoT (even most of WoWS support is done by WoT support in fact, up until when you get to the third guy when they start calling in an "expert", that is someone who has actually played the game at least once). These guys are pretty knowledgable, but they don't tend to have a lot of on-point knowledge for WoWP, let alone for Mac (because really, and i'm sorry to say this, but no one plays this on a mac :hiding:)
 

Anyway; 

 

In general Macs are in fact a lot harder to fix than windows/linux/ubuntu based problems, simply because Mac will never give you proper feedback and you have to find out exactly what's going on all on your own. 

The fact that clicking "battle" seems to trigger the problem would suggest issues with running certain background scripts (so driver issues, resolved by updating iOS or directX kind of stuff)

or graphics issues (resolved by checking graphics card compatibility)

or access issues (solved by running as admin, explicitly granting access through firewall etc). 

 

There are several other possibilities here, which are all pretty standard. 

 

I may actually try to download the mac version just to see what exactly is in it, to see if there are any synchronization errors in terms of updates



MissDemeanour #17 Posted 17 September 2018 - 08:19 AM

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View PostIsoruku_Yamamoto, on 17 September 2018 - 07:56 AM, said:

The issue with support for WoWP is that it is run by a couple of guys from WoT (even most of WoWS support is done by WoT support in fact, up until when you get to the third guy when they start calling in an "expert", that is someone who has actually played the game at least once). These guys are pretty knowledgable, but they don't tend to have a lot of on-point knowledge for WoWP, let alone for Mac (because really, and i'm sorry to say this, but no one plays this on a mac :hiding:)
 

Anyway; 

 

In general Macs are in fact a lot harder to fix than windows/linux/ubuntu based problems, simply because Mac will never give you proper feedback and you have to find out exactly what's going on all on your own. 

The fact that clicking "battle" seems to trigger the problem would suggest issues with running certain background scripts (so driver issues, resolved by updating iOS or directX kind of stuff)

or graphics issues (resolved by checking graphics card compatibility)

or access issues (solved by running as admin, explicitly granting access through firewall etc). 

 

There are several other possibilities here, which are all pretty standard. 

 

I may actually try to download the mac version just to see what exactly is in it, to see if there are any synchronization errors in terms of updates

 

Yeah its a shame that for such a large base of players, for such a reputation, that they don't give themselves the means to actually support their players, regardless of the OS. I do think that from the moment you offer an OS installer and market it, YOU HAVE to support it, period. Financial transactions are also included (premium stuff, gold, etc, so if you offer this to Mac clients, it has to be supported, just as it is the case for Windows clients. This is what is happening with all the simulators / arcade games out there).

 

It's really a shame as this is a GREAT GAME, as it worked perfectly a few days ago, as I was having a blast with a friend, enjoying the WoWp trip together, developing my tech tree, killing people, often finishing third to first in my battles and now I can't play this. It is annoying...

 

I'm going to spank you if you continuing talking like that about Macs! (just kidding) :facepalm: :D

 

I agree to some degree what you say about difficulty to fix things in the different OSses. However, from my experience with games which have a dedicated Mac client (and not a ported version like WoWp is doing...), support is effective and they have "Mac", "Linux" people who do know what they are doing and find a solution as they are hired for this.

This is the case for all the other games similar to this one, I'm playing on my Mac like Warbirds online (no issues), War Thunder (one issue that I solved with no help from support), WWII online, All Blizzard games (not flight sim but MOBA, Diablo series, HOTS and even WoW, for which I have encountered minor issues occasionally, quickly fixed after reporting by the release of a patch, directly through the game client).

 

All my drivers are updated. This was one of the suggestions of support which I promptly checked and made screenshots which I attached to the tickets in my replies.

 

As for admin, I am the admin and this Mac is always running on admin mode. WoW has all permissions to this computer.

 

It would be awesome if you own a Mac, if you could download the european mac wrapper here (link provided by support), which is the same I'm using : https://worldofwarplanes.eu

 

I'm running WoWp in very low graphics and it even worked fine with no lag up to medium graphics, although I find "very low" good enough, as I give little importance to "eye candy" and its game experience that I seek. :-) 

 

Mac doesn't use direct X. I think it uses "OpenGL" or some stuff like that but I'm really not sure. Specs are conforming to the minimum requirements for playing WoWp, even slightly above.

 

What is also important not to forget is that before this new event, the game worked perfectly. Look at the battle count : I have over 100 battles and have reached tier V in a just a few days. This means that the game not only ran smooth but it ran often. This implies a change in the code that might not have been properly translated to the Mac Wrapper.

 

Also, WoWp hasn't released a WGcheck tool for the Mac. A WGcheck report was asked and there is no way I could give them that, because such a tool doesn't exist for the Mac. Support was also unable to suggest an alternative way to get that WGcheck.

 

Go ahead if you can sort this out. I'm really looking forward to playing this again. There are so many planes (including premium shop) that intrigue me (I'm a pilot in real life) and that i would definitely love to try. However, not putting a dime anymore in this game or any of Wargaming.net games until they make sure it runs properly on the OS's for which they release official clients.

 

Again, thank you very much for your efforts in trying to help me. :-) 

 

Mila

 

 



eekeeboo #18 Posted 17 September 2018 - 09:41 AM

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View PostMissDemeanour, on 16 September 2018 - 07:44 PM, said:

 

 

I can only hope from your ticket and being able to send off the data about an issue with a setting in the summer storm graphics or changes there is hope the company responsible to updating the game to mac will be able to get sorted soon. 

 

I did a quick check and I see WGcheck is a different service so I've been unable to hunt-down a mac version for you to be able to gather all your diagnostic info. 

 

In terms of what was brought into the event is only the items in the hangar and the loot boxes you could earn. I do know the temporary addition of the Russian bombers may cause issues, but i can't see how/why. 

 

Depending on how the company responsible has done this will affect how stable the game is. The reason Iso asked you to try a tier 1-3 battle, is because the event does not run to battles below tier 4. So it is likely to be something to do with the hangar or something that has confused your game into a looping crash. I know support will be attempting to find you a resolution but as some of this work will be taken out of their hands we can't be sure how long this will take unfortunately. I'll keep on the hunt for Mac issues and see what I can find. 



MissDemeanour #19 Posted 17 September 2018 - 09:49 AM

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Isoroku, as you've suggested, I tried with different tier, non-premium aircraft on both game modes, to no avail. Inclosed is the "backtrace.txt" crash log, in case it helps.

 

The game still crashes on loading the battle.

 

Thank you so much in advance.

 

Mila

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Edited by MissDemeanour, 17 September 2018 - 09:49 AM.


Isoruku_Yamamoto #20 Posted 17 September 2018 - 10:34 AM

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Hello,

 

I don't have a lot of time to look right now, but one thing i can tell (just writing as a sort of log for the three of us also) is that your battle count does seem to increase. So when you play battle your aircraft does actually enter battle (pretty bad for your stats, but thats not to worry about for now), which suggests that it might be on the graphics side...?

 

Could you try running a battle in like ultra-low graphics settings, with basically any post-processing and special effect disabled?






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