[OSX] Cannot start the campaign.

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  • Views 11,569
  • updated
  • Completed - Resolved

I am on a macOS Sierra iMac Late 2013, and I cannot start the campaign.

It pans to some textures once i click "play" and it makes a wind noise. Any help?

Game Version:
Steam Public
Platform:
OS X
Duplicates 2
OS X graphics artifacts & crash

Hi,

I'm on OS X. Here are my specs:

Image 2156


I remember playing the game and the Heart of Gold Expansion on 10.9.5 and everything worked perfectly. I recently updated to El Captitan and saw the new Crucible Update and was very interested in trying it. When I launch the game I get weird artifacts on my screen:



Image 2157


After a few seconds everything is back to normal. I decided to play the campaign again but when I launch the first level (1 - Awakening) the game just gets stuck and all I see is:



Image 2158


and a short part of the audio is looped. I tried to disconnect my secondary monitor because I read this might help but it basically leads to the same issues I described. I'm including my log file Player.log


Hope this can be fixed soon


Best Regards

Marcel Schulz

Game freeze when starting campaign mode (OSX)
Avatar k r

Game freezes when starting basegame campaign mode getting stuck on what I believe is an introduction video(?) (see screenshot below) and has to be forced quit. Sound is also getting stuck in a stuttering loop.


Game is working in other modes (skirmish etc), as well as the DLC Heart of gold campaign mode.


I've tried:

* rebooting computer

* reinstalling game

* verifying cache (steam)

* playing in windowed and fullscreen modes as well as trying different graphics settings


Computer specs:

Macbook Pro (Retina, Mid 2014)

OS X El Capitan 10.11.6

2,5 GHz Intel Core i7

16 GB 1600 MHz DDR3

NVIDIA GeForce GT 750M 2048 MB


Build is 1.5.0f10


Player.log


Image 2230

Pinned replies
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anonymous
  • Answer
  • Completed - Next Patch

Hey all, 


We will be pushing an update in the next few days which has fixed this issue. Please get back to us once you have updated if you still experience the crash

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Scott Richmond Programmer & Producer
  • Under Review

Is it possible you can upgrade to OSX 10.12 "Sierra"? Or is there a reason you need to be on Capitan?

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Marcel Schulz
Quote from Scott Richmond

Is it possible you can upgrade to OSX 10.12 "Sierra"? Or is there a reason you need to be on Capitan?

I'm working with Cubase 8.5 Pro and although they say it works perfectly on 10.12 I had weird crashes and so I decided to go back to 10.11. Additionally I'm using TotalFinder which also works very poorly in 10.12.

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Scott Richmond Programmer & Producer

Do you use headphones by any chance? We've had reports in the past where if the headphones or unplugged the game will start working.

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Marcel Schulz

I updated to Sierra since I have been assured that everything will be working properly. Only thing that changed is that the grahics artifacts are gone now. When I press "play" to start a level of the campaign I still get the same frozen picture with the repeating short part of audio. I tried to unplug my headphones => didn't work. Disconnected secondary monitor and headphones => didn't work.

Avatar
Scott Richmond Programmer & Producer
Quote from Marcel Schulz

I updated to Sierra since I have been assured that everything will be working properly. Only thing that changed is that the grahics artifacts are gone now. When I press "play" to start a level of the campaign I still get the same frozen picture with the repeating short part of audio. I tried to unplug my headphones => didn't work. Disconnected secondary monitor and headphones => didn't work.

Could you please upload a new Player.log file for review? Thanks.

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Scott Richmond Programmer & Producer

Thanks. I can see a number of problems occurring in the log there. However they are very vague and do not appear to be caused by our own code. I suspect some kind of hardware incompatibility between your hardware and the 3D engine we use (Unity).


Unfortunately I cannot provide any immediate steps to resolve this for you - It works on all the OS X hardware we have here. It may be resolved in a patch or two, however I understand that you may not want to wait that long and so I would suggest that you request a refund through Steam to get your money back.


I'm really sorry I cannot assist you immediately. We'll keep looking into the problem regardless. :(

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Marcel Schulz

Ok thanks for your help. I already have like 30 hours in the game so I can't refund it. Maybe I'll try to play it in Windows 10 with BootCamp.

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Lee "Noontide" Moon Designer & Community Manager
  • Pending Customer

Best of luck, let us know how you get on. If you still have issues we'll try to remember to let you know as we update Unity that might help fix the issue for you.

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Stefan Furcht Programmer
  • Under Review

Hello K.r.,
Sorry for such troubles, the log shows indeed a crash but Unity3d (our game engine) was failing on reporting any pointer for the cause.
All we got is:
Receiving unhandled NULL exception
Obtained 16 stack frames.

Which does not help to look for any cause.

Can you trigger the problem again and try to upload another Player.log?
With some luck next time we get a more decent stack trace.

Is it possible for you to skip the introduction video by quickly pressing space bar?

I hope it is not a general incompatibility issue.
However the way video scenes are put into Unity3d based games will change drastically in Unity 5.6
and I hope it reduces issues caused by cutscenes.
But till then there is still some time to wait.