Category: Maintenance

Customers are advised to not yet upgrade to MacOS Sierra (10.12) if possible, as several users have reported issues that prevent them from using the tool at all.

We have already identified the root cause as well as a solution, although the complexity of the fix has added some unexpected delays. We’re working to complete the fix as soon as possible. If you’re unable to use the tool for any reason, please contact support or talk to us on live chat.

This post will be replaced once an update is available.

October 4th: we’re currently beta testing the latest fixes for MacOS Sierra users, see this article for more information.

October 15th: beta testing is complete, thank you to all members who were involved. The latest version is now on the download page.

Thank you to those who have submitted bug reports!

The download service has been restored, this shouldn’t happen again. If you have any questions or concerns, please contact us.

Our download form on the members page may not react properly due to a server issue. We have already identified the root cause of the issue, and our server admins are working to implement the solution as soon as possible.

If you’re seeing an error while attempting to download your copy of the tool with your license key, contact support with your account email and we will manually provide you with a copy of the tool.

Apologies for any inconvenience this may cause. We’re taking steps to ensure this doesn’t happen again. Members who already have the tool should not be affected by this issue.

 

Our LiveChat provider has informed us of scheduled maintenance of the service, which may temporarily affect the live chat functionality on our website.

This maintenance period stretches through: September 18, 2016 1:00 AM –  1:00 PM (UTC).

• Impact: At the beginning and end of the 12 hour time period, customers may
  experience a partial or full service disruption on both the chat widget and the
  dashboard momentarily. It is expected that service will be normal throughout the
  remainder of the maintenance window.
• Best case scenario: Chats will be disconnected momentarily, but they can be resumed
  after a refresh.
• Worst case scenario: Users could be disconnected for a short duration of the
  maintenance window. Closed chats won’t reconnect automatically.

Please be advised that our live chat feature may therefore face issues during this time period. If you have any questions and are unable to reach us through live chat, please send us an email or use our contact form instead.

There are ongoing issues for a handful of users using the 77204 version of the game, where the tool will sporadically crash. Only some of the users using the game version 77204 are affected. If the tool is crashing for you, please send support an email – we’re currently testing a fix with those that have contacted us.

All other game versions, including the steam and Mac App Store versions, are unaffected. If you have any questions or concerns please contact us from the main page.

Update 9th September 2015 – We have a fix available that we’re currently preparing for release. If the tool is randomly crashing for you, please email support to get an early copy of the fix.

Update 13th September 2015 – A new update was released that addresses these issues. Contact us if you still have problems using the tool. 

Users may have noticed limited availability of our websites over the past few days. We have experienced a number of technical difficulties on our server over the past week that we are actively working to completely address. Only the main websites were affected, existing customers were not affected by these issues since that is handled by a separate server.

Our support team was still available for email. If you have questions or concerns while our support form happens to be down, you can still reach us by replying to any of our emails. We thank you for your patience while we worked to resolve this.