Help! Can't fix crashes on Mac

Bugs and Support
1

Hi folks - I’m running Mac Sonoma 14.4.1 and a Stages bike.

Last ride on Zwift was over 2 weeks ago because since then…

  • Z crashes every time on launch
  • crash comes at the same point every time: just after paring, as counter reaches zero
  • tried all the usual multiple times (uninstall / clear cache / full access etc)
  • tried “contact us” on the support page, but get a 401 screen
  • tried opening a support chat - that doesn’t work either (seriously, is Zwift support always this bad?)
  • no probs with my bike or account as all works fine on my phone

I miss my daily Zwift, but been using the Stages training app since then.

Any other fixes out there before I pull my subscription?

Thanks for any help or suggestions, much appreciated.

2

Hi @Light_Year_Career, Thank you for using the Zwift Forums!
Fernanda here, part of the support specialist team at Zwift.

Let’s work together to try to drive you to a solution to this Mac issue with the game. I will kindly ask you to try to follow these steps on your Mac o stop the crashing:

  1. On your Mac, go to System Preferences.
  2. Select Security & Privacy.
  3. If locked, select the icon in the bottom left corner and enter your Mac password.
  4. On the Privacy tab, select Files and Folders.
  5. Below Zwift.app, select the checkbox next to Documents Folder.
  6. Select the icon.
  7. Restart your Mac and launch Zwift.

I apologize if you have issues reaching us, error 401 can be related to the need to delete the cookies and cache on your browser, to complete this process and be sure you deleted them, I will kindly ask you to try these steps on your Mac:

  1. In the Safari app on your Mac, choose Safari > Settings, then click Privacy.
  2. Click Manage Website Data.
  3. Select Zwift.
  4. Then click Remove or Remove All.

Give a try to these and let me know how it goes for you!

3

Thanks - no joy at all. Having deleted everything, reinstalled and followed these steps, it crashes on startup - gets stuck downloading then exits whether I hit “update later” or not.

Is this a Safari issue? Only other thing I can think of is using Chrome.

4

Hi @Light_Year_Career, I’m Gian from Zwift.

Thank you for trying the suggested steps. I’d like to double-check on something with you. When re-installing the app, did you follow our support article step by step? This will ensure a clean install. You should also back up any custom workouts you may have. If you’ve followed those steps already, please try to reach out to our support team again using this link.

If you’re unable to reach out to support, please let me know.

5

Iam having same issues with MAC Ventura, no problems before this stated happening