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Disconnections while playing on a Mac

If your connection is only poor on our site or has been a long-term recurring connection issue, it is possible it is revealing a connection stability issue that will not manifest itself on most other Internet sites and applications. We are willing to assist you in trying to isolate and resolve this issue and will require some information about your system and connection.

  • Operating System (i.e. Mac OSX version)
  • Computer Processor type, for example, G3, G4, Intel Core2Duo 2.4 GHz, etc (You can find this information by clicking the Apple symbol in the upper-left corner of the screen and selecting About this Mac)
  • System RAM (i.e. 512 MB, 1 GB, 2 GB, etc.)
  • Connection Type (i.e. Cable, DSL, Satellite, etc.)
  • ISP (Internet Service Provider, the company name that provides your internet service)
  • Router/Modem (i.e. Dlink DI-624, Linksys WRTG54GS, etc.)

We will also require log files and a Network Status Report (NSR) from our software. It is best to run the Network Status Report when you lose connectivity to the site.

Log file and NSR instructions

To send us the required files, open our software and follow these steps:

  1. Click on Help.
  2. Select Show Network Status.
  3. When this dialog opens, click on the Report button, this report is saved to our software's settings folder.

To send this report and your log files:

  1. Open the main lobby.
  2. Go to Help.
  3. Go to Open My Settings Folder.
  4. Locate the file NetworkStatus.txt then copy and paste it to your desktop.
  5. Open the main lobby again.
  6. Go to Help and Log Files.
  7. Select ZIP & SAVE.
  8. Save the file to your desktop (you may have to navigate to the desktop as the default location is our software's settings folder).

Select the Network Status Report and the ZIP file located on your desktop and forward them to us via our Contact Support form. A link to the form can be found as follows:

Website
  1. Help & Support
  2. Contact Us
Desktop
  1. Help
  2. Contact Support
Mobile

Tap on the Menu button (Android) or the More button (iOS) then:

  1. Settings & Tools
  2. Support
  3. Contact Support

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