[Mac] Troubleshooting & Info

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 DOWNLOAD AND CONNECTION ISSUES

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This section details what to do when you are experiencing issues with your connection or download.

The first step when dealing with connectivity issues is to reset your router by temporarily unplugging it from the power socket. Afterwards, switch from using wi-fi to a wired connection.

Continue to the below steps if your issue persists:

• Check Origin Server Status
  Be sure to check if we are experiencing an outage with the Origin servers.
  
  
• Safe Mode Downloading
  You can turn on this function via the Origin Client Menu > Application Settings > Diagnostics to increase the reliability of your download. Do note that you might experience reduced download speeds when using this option.

• Reset Origin
  Reset Origin to its default status to resolve connectivity and download issues caused by Origin settings.
  
  
• Verify Gatekeeper Settings
  Gatekeeper helps protect your Mac from programs that could adversely affect it. In order for Origin and EA games to work on your system you need to set Gatekeeper to accept applications from identified developers.
  
  
• Flush DNS Cache
  Your system might have stored outdated server information which could prevent you from connecting to Origin or related games. Flush the DNS Cache to get rid of this outdated information.
  
  
• Disable Proxy Settings
  Origin and related games don't support a Proxy. If you have Proxy settings enabled on your system then you need to disable them to download or connect to our games. Note: make sure that no protocols are checked in the Proxies menu.
  
  
• Check your internet speed
  Games are big downloads. Slower download speeds means that the game could take hours to download. Some ISPs (Internet Service Providers) throttle a user's download speed if they are downloading a large file so check whether this is the case with your ISP.

• Disable Internet Firewall
  If you are unable to connect with Origin or related game servers then you can temporarily disable the Firewall to see if its settings are the cause of the connection issues.
  
  
• Reset Mac Host Files
  Host Files can be configured to speed up internet access. It can however also prevent internet access for programs like Origin. Reset the Host File to its default status to resolve such issues. 
  
  
• Create a New UserCertain system can cause connectivity issues. Create a new user account to restore these settings to default status.

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INSTALLATION, CRASHING AND FREEZING ISSUES

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This section details how you can resolve crashing and freezing issues with the Origin Client and related games.

• Reset Origin
  Run the Reset Origin tool to set Origin back to its default status. This helps resolve issues when Origin immediately crashes when you launch it.
  
  
• Create a new user
  This helps resolve errors with installation and launch issues of your games.
  
  
• Verify and repair your Mac disk permissions (only available in OS X Yosemite 10.10 and previous versions)
  Use this step if your system has trouble reading game files or you're experiencing slow game performance, shutdowns or crashes.
  
  
• Resetting NVRAM and SMC 
  Use these steps when you are experiencing issues with speaker volume, screen resolution, startup disk selection or warning messages about spontaneous system restarts.
  
  
• Set graphics performance 
  Use this step to make sure that your system is using the correct graphics processor to run games.
  
  
• Safe Mode 
  Start your system in Safe Mode if fails to start normally.

Testing the hardware of your system

Should you still experience issues after having tried our main troubleshooting steps then you are possibly looking at a hardware issue. Depending on when your system was released, there are two methods to test this:

• Apple Diagnostics - use this test if your system is released on June 2013 or later
• Apple Hardware Test - use this test if your system is released before June 2013

If these tests have identified issues with your hardware then you can reach out to Apple for further assistance.

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CHECKING YOUR SYSTEM SPECIFICATIONS

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System Specifications 

Games are designed to require specific hardware to work on any system. These requirements are also referred to as system requirements. To test if your Mac is powerful enough to run the game that you are trying to play you can compare the requirements with your system specifications.

To do this, start by clicking the Apple icon in the top left corner of your desktop and select About This Mac. You should see a window similar to the one below, depending on the version of OS X that you're using:

If you are unsure if you meet the requirements then post your system specifications and we will take a look for you.

Discrete Graphics Processor

If you have a higher specification system such as a 15" MacBook Pro it might be equipped with a discrete AMD or NVIDIA graphics card, as well as an integrated Intel graphics processor. You can check this by clicking on System Report and Graphics/Displays in the left side menu. You will then see a video card list on the right: 

Internal Storage

Next to meeting the system requirements, Installing a game on your system also requires a specific amount of available space on your internal storage. It is important that you check how much available space is available on your system. Click on the Storage tab to see a breakdown of space used.