Need some HELP !!!

RebekahM · February 2021

So my issue is I had to uninstall the game on my Mac and reinstall. Well It only goes as far as bringing up the launcher and then nothing. It just shows the launch window and loading. So I contacted support and tried every fix they gave me. I even updated from High Sierra to Catalina. Still the same issue. Then finally they said they have no idea what the problem is and can't help me and to try the forum to see if anyone here can help me. I deleted every file they said to delete, I allowed ESO etc on my privacy settings and my firewall is off. I reset the PRAM. Finally they said ......

"After review, I was able to see that you are using a 21.5 inch late 2013 MAC. As it stands, the minimum specification for ESO is a 27 inch late 2013 MAC (or newer). While the difference in size doesn't matter, your version of MAC has differences in processing power, graphics, ram etc, and therefore does not quite meet the minimum specifications for the game"......

I then pointed out I had been playing the game on this same Mac for years and it was never and issue. thats when they said ........

"I am not sure of what could be causing the exact issue. As it stands, we have exhausted all troubleshooting that we have available. As a result, I recommend reaching out to the community in case they have other suggestions".....

Can anyone help me ??????

alterfenixeb17_ESO · February 2021

Wild guess but you may want to check also permissions: files and folders, full disk access. If not that then probably your best chance is to reinstall launcher one more time and/or remove ~/Documents/Elder Scrolls Online completely (to see if anything there is a problem).

You may also do one check if you can have more details:

In Finder right click on Launcher and show contents
Go to Contents->MacOS
You should see there some files with *.log extension. Check if there is anything suspicious there.

And one last thing. You may also want to check this thread: https://forums.elderscrollsonline.com/en/discussion/87872/launcher-stuck-on-loading

Also sadly support may be right though from what you are saying way they are communicating it may be lacking: https://www.elderscrollsonline.com/en-us/newplayerguide/minspec - those iMacs are indeed dropped like 3 years ago and for that reason current launcher for Catalina may not support them anymore.

RebekahM · February 2021

Thanks for the info. Tried it all and nothing worked. It's weird the only reason I updated to Catalina is because I thought maybe High Sierra was the issue. I was playing fine on High Sierra until there was a problem and I couldn't repair the files so I was forced to uninstall. Once I deleted the game and all the files and tried to reinstall that when I got stuck with the launch screen loading. So I updated to Catalina thinking my OS was outdated and that might be the issue. This sucks. I've been playing since the original launch of the game in 2014. Now I can't play at all unless I spend a few grand on a new computer. Or play on xbox and start all over again at the beginning because its a different platform.

BlueRaven · February 2021

I am not a tech specialist or work in IT, so these are just ideas from a fellow Mac user.

Just an idea, but do you have a time machine back up that you can get the files from?

Also (it is not clear to me) but did you redownload the launcher as well? I would do so and get rid of any old eso preferences. They may be trying to locate your previous files instead of trying to get new ones.

Lastly, could this be a firewall issue? I would check that.

Hope any of this helps!

RebekahM · February 2021

Thanks for the reply. I don't have a time machine back up that I can get the files from. Yeah I redownloaded it several times each time getting rid of any eso, eldrscrolls, zenimax, or Bethesda. I even tried goingbthrough Steam and that didn't work either. Same issue. Thanks though for the response.