Jason

Received a reply from your support department today on the free game offer. Credit to you and Aspyr for handling this so professionally.

I sent my complaint to the support on 29th and today I received the free game notice! great service!

hello... just got a macbook pro 8,1 (early 2011), with intel hd 3000 integrated. So... Civ 5 will NOT work? What About Civ 4? Come on guys... :(

Does that mean you will stop trying to resolve the issue? I just wanted to make sure this point. what is a support ticket, by the way??

How do you create a support ticket? I've been looking everywhere. And how do I verify my proof of purchase and that my Mac has a HD 3000 graphics card? Help me please!

I bought mine on Gamersgate, but I've got the same stability problems. I have a MacBook Pro (late 2011) that has an HD 3000 chipset as well.

They have stopped trying to resolve the issue. Apparently, it's up to Apple to resolve the problem.

will apple provide new update for that? I'm really looking forward to that. As a big fan of the game, I'm really disappointed. It works fine with windows on the mac, so I'm sure it is the os's problem, too. Please please fix this please. I love this game. 

I was wondering if you could give us some sort of date? You know, so we kind of have an idea of when the problem will get fixed? (ex: late May) This is my favorite game on my Mac, and it's really disappointing to see it not working properly.

Looking forward to an update on this thread. I purchased the game early December and am disappointed that I can't play the game out.

Is there anything we can do to help push Apple to look into it?

I've already contacted Apple yesterday and they should respond to me today.

Apple replied to my request. Here it is:

Dear Mak,

Ashley here from iTunes support team. I understand you wish to know when the issues with the game "Civilization and the graphics card" will be resolved. I am sure you are eager to know whats going on with this as it is an awesome game (one of my favorites) and with that being said I can give you some information on this.

Mak, unfortunately I am unable to provide you with much information. How ever I can tell you that this known issue is currently under investigation. Apple works hard to ensure that our applications work with all systems. Please give this approximately 4-6 weeks to be resolved and then check back with Aspyr as they will know more information.

 Thank you for contacting iTunes,I hope that I have resolved your concerns today. If you have any more questions or need anymore help with anything, please feel free to reply to this email at anytime for further assistance. I hope you have a great evening.

Sincerely,

Ashley
iTunes Store Customer Support

Jason, thanks for the workaround. However, it does not work if you are at a certain point in the game (freezes every turn).

Oops, sorry. Mak! 

No problem, ympaik. It isn't the first time someone's called me "Mark" over the internet.

Here is a workaround that I found to be useful:

(This only works with MacBooks)

First of all, the problem is extensive overheating. The Mac freezes ONLY when it gets too hot, so if you're capable of keeping it cool at all times, you have no problem.

In order for this workaround to work, be sure that your Mac is NOT placed on substances that absorb heat (pillows, mattresses, blankets, carpeting, cushions, etc.).

Substances such as leather, wood (tables and chairs), and stone are recommended because they slightly elevate your MacBook and absorb less heat.

Plug in your charger for better performace.

When in the game, listen to your Mac's processor. It shouldn't be loud, but more of a moderate whirring sound. Now, while playing the game (especially when transitioning between turns) your Mac's processor may become noticeably loud. Plus, your Mac's shell may heat up as well. This should go away after one or two minutes. If it doesn't, then IMMEDIATELY save your game, exit, and put your Mac to sleep. Only go back to playing once your Mac's shell has COMPLETELY cooled down, otherwise it WILL freeze.

Please reply to me if you had different experiences. 

Thanks.

Thanks, Jason. I don't really think that this "POTENTIAL" fix is really all that useful. I only found that it slightly reduces lag (not bad at all), but didn't find any difference in the frequency of freezing for that matter. Hopefully, this is only a temporary fix for us Civ 5 addicts. Honestly, I think that one of the main problems is because the memory may be clogged (causing the overheating of the processor). Perhaps clearing up some memory in the Apple OS could solve the problem?

Thanks, Jason. it got better pretty much although it's crashed eventually. I tested with my saved file, and I was able to play more than usual. It used to be stopped every turn before, but now I could play about one hour. However, that was it. I think it was a part of the problem, and hopefully it is solved soon! 

I played with 3 AI players, and it never crashed for 3 hours. It certainly got better. 

I can play longer before it crashes but still crashes in the later stages. 

Unfortunately, this had no effect for me. My game still freezes up from over-heating after about 3 minutes of play. Thanks though! Hope we can get this resolved soon.

Thanks, it works better now. I'm in the 18th century and no crashes so far.

Jason:

There is a Mac software update today (10.7.3). Does this update solve the freezing problem?

Thank you!

A little bit of help? I tried undoing and then redoing the "POTENTIAL FIX." It undid it, but when I tried to redo it, it just said "Unexpected argument defaults; leaving defaults unchanged."

Well, I played through until the end, and no freezes. I didn't get any giant death robots and went for the space race victory, so I'm not sure what it would have been like if I'd been in the thick of modern warfare.

The same problem on Intel 3000 on MacMini. I've purchased the game on the 20th Jan 2012 ang game freezes since 1850 everytime I try to play. Is there any chance for a soon fix or how can I get my money back? Is there the same issue on AMD Radeon on MackBook Pro? Can I Install the same game on two computers with the same Apple ID? Honestly I'm not sure If I want to carry MackBook Pro every day just because you can't fix it. 

Jason, the fix seems to work fine for me. I continued a game that would always freeze around 1600 with 6 AIs until 1950, and so far no freeze. The only difference I noticed was that texture would load a little slower, but that I guess you need better coders or me a better computer :)

Thanks a lot!! Will keep testing ;)

From my extensive gameplay, I realized that while this "POTENTIAL FIX" truly did fix the freezing problems, but it makes textures super slow to load up, and after a while the textures become in a red and white checkerboard color.

I really would like to know when the issue will be fix!!!!! I bought the game in applestore with all the pack! and on mac apple store is written that is function well with Intel HD 3000....and from Dicember is still unfix...there's some real news or no?

I'm playing now a standard sized map (8 players, 16 city-states) with continents. I applied the above fix a few days ago and looks like my current game might be a little more stable but it's still crashing quite randomly maybe approximately every 5 turns, sometimes right in the first turn. And the machine wasn't even hot yet. Maybe I'm overreaching since I'm keeping the graphics settings quite high (the game just looks gorgeous).

Hello,  I almost read all comments of this page, and I haven't see any response to " how do I create a support ticket." When I click on the link provided, it gets me even more lost.. I just purchased the game for my Macbook Pro 13" "Latest ones 2011"  and I have the same problem as everyone, at least if I get these "free stuff you guys offering, it would make me feel a little better...

... the deal is expired already

Well then a refund will be better, it still doesn't say : Macbook pro not supported on the list provided by the company on the app description, how am I suppose to know?

jason i download it and nothing happened, so i red that on steam released a patch version that fix this problem, so my question is: Is just for PC users or MAC to? And where i can download it? Because is just on STEAM and me i bought it on apple store.

I'm sure Aspyr is doing everything in there power to fix this problem. It's in their interest. Im equally sure that the will post a link to the patch that solves this problem, one's its ready. So I guess we can just sit back, relax and play some Angry Birds!!!!  

If we tried the temporary fix from 1/30/12, will we need to change the modifications to Terminal before we install the patch?

When do folks who bought the game from the app store get the patch?

and does the "improved stability" mean that it will work correctly now? How scored your testing? 

I have a MacBook Pro with the Intel HD3000, I want to buy Civ 5, do you recommend buying it and trying to play it seeing as the fix is going through the approval stages of the Mac App Store or should I wait?. Also as previously stated does "improved stability" mean its completely 100% fixed or not?. 

Thanks,

Danny

Looking forward to the patch in the App Store. The potential fix doesn't work for me. Macbook Pro 13" (late 2011).

The patch is up on the app store!

I can't update.  The patch won't install.

I'm not the only person who has the difficulty. I wasn't sure where I should speak to. It tried many times but it won't update. the version of game does not change.

I've also got problem updating, it cannot be that you (as I) have received a refund from the app- store, and therefore cannot update games etc?

The people who got the refund are probably interested to know if the game works with the patch or not and with which graphics settings? This would be nice to know before they are going to pay for the game again to get it functional.

Jason. I did not get refund but I have an issue updating the game. After downloading about the 30MB patch, it does not seem to be installed. The appstore keep saying there's update after I tried updating, and also I checked the game version, it is not updated. 

I am having the same problem and I never got the refund.

Thanks for the fast respond. I always appreciate that! I have a question. According to what you said, the HD3000 will still have issues for the large maps. Will it be fixed sooner or later? I just want to know

Hi Jason,

Like others on this thread am a big fan of the game. This is my first purchase from Aspyr.

* I have a Macbook Pro late 2011.

* Game was crashing before the update.

* Got the update from the App Store.

* Game is continuing to crash - I usually see the crash when I am reviewing either the city screen, or the city economics screen. I spot the Mac color wheel spinning. It won't stop spinning and my Macbook fan vents like crazy.

Hope this helps debug!

Cheers,

Santosh.

I'm playing a standard sized map, one below large on the default resolution. I'll come back with specifics if you think it will help.

Santosh

How strange, I'm having the same problem. I download the update, and then it says I have to do it again. If I download it again, will that take up more space? And if it does, how do I rid of it?

I deleted the app because it would not update as you have recommended and when I tried to re-install it, the same issue as with the update is occurring. The app store continually asks me to install the game again after installing and the game is not saved to my computer. Any fix for this?

I reinstalled the game, and it worked fine. I checked the version, it was updated. 

I developed a method to fix this problem, the main issue is heat, the system basically overheats and then becomes unresponsive. I use my Mac Book Pro hooked up to an external display. DO THIS AT YOUR OWN RISK, but I turned my Pro upside down, and place 2 ice packs on the rear half of the case, this kept the heat low enough inside the machine to play 3 hours of problem free Civ 5. I just periodically checked the case to make sure the ice packs were not sweating on the machine. 

The update wasn't updating, like other users experienced, so i followed the advice of deleting it and re-downloading it, but when i go to re-download it says i haven't got it and have to pay again. WHY??

False alarm, it had hidden itself... good game though

There is no way that I am going to delete the game. I have a saved game on there that is in the 2400s. Re-installing for me is not an option.

LoL, Mark Lee, that sounds like a great idea.

I reinstalled and all my saved games stayed where they are when I ran the re-downloaded game.

Really? I am going to try that. If that doesn't work, I'm going to get really angry at you. But if it does, it's the opposite.

I did it and did not lose any data. But for some odd reason, the game still said 1.0.1. How do I fix this? Am I the only one with this problem?

Mak Kedo, you should just do my idea, it works, its very unconventional but it works. lol

Jason is right, you shouldn't put ice or water anywhere near your laptop, but you cant argue with results, the problem is the fan and case dont have the ability to keep the system cool enough to keep successfully running, I personally have no problem taking the risk to get the game to run. Why should I go threw all these crazy steps to run a program that should just run right out of the box. I am also pretty sure if you put ice on the lower rear section of you laptop, you are taking the warranty into your own hands. But you can't argue with results.......

Lol, I was kidding, Mark. There's no way I'm pulling off a stunt like that, no matter how effective.

Jason, thanks for pushing on Apple too, I actually took my Mac into the apple store and they looked at it and even took the case off to clean out the exhaust system, they would blame it on the game, but Ive been around computers a long time, and I would defiantly put the problem on Apple. The particular Mac Book Pro we have wasn't designed for games of this magnitude, I have told them about the problem, because it occurred with another game I have, and they recommend that I get a higher level Mac, so that wasn't really helpful. 

Is it true that the overheating problem began with OS X Lion?

I just don't think you get it, Jason. My problem is different. I would delete the app, re-download it, and it's still the same 1.0.1 version, because in the game menu, it says 1.0.1, not 1.0.3, but it does say next to it 103881, without any periods. I am confused. How do I fix this? It isn't an "account problem." Is it the new version? Because I really don't see any difference between the new one or old one, if this is the new one? Help, perhaps?

Mak, if you see the app description, it says 'include 1.0.1.511 patch', and i think this is the version number that you want to look for in the bottom of main manu screen.

It says version 1.0.1.511, but says in the app store version 1.0.3. Is it updated?

I suppose there's no way this game will play on my new MacBook Air, right?

Wish I would have seen this before it expired or had been notified since I previously had a ticket...

All right, thanks Jason. I realized a pretty big difference in the gameplay. While it was obviously still pretty laggy, it never froze for more than 20 seconds. I really couldn't care less about lagginess, as long as I don't have to hold down the power button every time I start the game.

So i was thinking about downloading this, but i have the Intel HD 300 video card, is the game decently playable? i dont mind lower res, but i dont want it to lag. I use bootcamp and windows, would it be better to get a windows version and play it on windows? or will it not matter.

John, I have the same thing, bootcamp and windows, I actually bought the game for both OS`, and from personal experience I would say us the Mac side. The windows side becomes very unstable due to windows. 

So how does the game run? ive never played a civ game but they look awesome, and in the later years (i guess they get very cpu intensive) people say the game lags a lot. is this true on this. i have an early 2011 13" MBP 2.3ghz i5 with 8gb of ram. any idea if it will run well?

You should be ok, I have the same configuration except I have only 4GBs of ram, and it runs just fine. It's alittle laggy, but this is related to the graphics card, but its not too bad.

ok last question, would it be the same thing if i download from amazon or the mac app store, amazon has it for $10 cheaper so id rather that, but if the mac app is better in some way id rather go with the mac app

Mark, you say the game runs fine, what graphics settings exactly are you using? And which size of map?

Taneli, I actually have my Mac book pro docked up to a 22inch monitor, so I play the game windowed at 1280x800

Oh no. The game is now crashing before I can actually load up the game that I saved. Help? Just a little bit of help? I've lowered the res. and everything, but it won't load. Can somebody PLEASE HELP ME?!?!?!?!?!?