Support templates

Note

Use these BBcode supported templates as a quick and effective initial troubleshooting step for new incidents on the osu! forums. You can rely off support templates once initial diagnostic troubleshooting has been established.

Initial troubleshooting and diagnostics

Welcome to the support forums to help you get osu! running on macOS. To help us understand your issue a bit better, please perform the following initial troubleshooting & diagnostic steps as listed below (also available at https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html).

[box=Troubleshooting steps]
[b]Step 1: See whether you can troubleshoot the problem yourself[/b]
Many issues already have solutions available to them. Check out the [url=https://osu.ppy.sh/community/forums/posts/7560723]installation guide[/url], [url=https://osu-mac.readthedocs.io/en/latest/issues/index.html]osu!mac documentation project[/url] and the outdated [url=https://osu.ppy.sh/community/forums/topics/679205]troubleshooting guide[/url].

If you're still unable to solve your issue, move onto the next step.

[b]Step 2: Report and repair with osu!macOS Agent[/b]
[list=1]
[*]Download the latest version of Technocoder's [url=https://osu.ppy.sh/community/forums/topics/1036678]osu!macOS Agent[/url] - older versions may have incompatibilities or bugs, especially with newer wrappers.
[*]Once it finishes downloading, open [b]osu!macOS Agent[/b].
[*]If you haven't already done so, click the [b]Select[/b] button and browse to osu!.app's location. The text box should display its filepath (e.g ~/Users/firefly/Desktop/osu!.app) and Wine Engine (e.g WS11WineCX64Bit19.0.1-1)
[*]Select the [b]Troubleshoot[/b] tab, then click [b]Scan[/b].
[*]After the scan completes, click [b]Repair[/b].
[*]If this doesn't fix your issue, click [b]Copy Report[/b]. Copy the contents into a reply to this thread and we'll do our best to help you out! Please don't forget to do a [b]Test Run[/b] as outlined in the next step.
[/list]
[b]Step 3: Generating a Test Run through Wineskin[/b]
[list=3]
[*]Locate your osu! installation.
[*]Right click on it, then select [b]Show Package Contents[/b].
[*]Open [b]Wineskin[/b].
[*]Click [b]Advanced[/b] > [b]Test Run[/b].
[*]If osu! starts successfully (even with glitches), you can then close the program down. Once the program has either closed or crashed, a dialog will pop up asking you whether you want to view [b]Test Run Logs[/b]. Click [b]Yes[/b].
[*]Copy the results of your Test Run logs to a pastebin such as [url=https://paste.gg]paste.gg[/url] set to never expire. Then attach the link in a reply to this thread, along with the report from osu!macOS Agent in Step 1.
[/list]
If you need any help with any of the steps outlined here, check out https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html or feel free to make a reply back here on the forums. Thanks!
[/box]

Report and repair with osu!macOS Agent

[box=Report and repair with osu!macOS Agent]
[list=1]
[*]Download the latest version of Technocoder's [url=https://osu.ppy.sh/community/forums/topics/1036678]osu!macOS Agent[/url] - older versions may have incompatibilities or bugs, especially with newer wrappers.
[*]Once it finishes downloading, open [b]osu!macOS Agent[/b].
[*]If you haven't already done so, click the [b]Select[/b] button and browse to osu!.app's location. The text box should display its filepath (e.g ~/Users/firefly/Desktop/osu!.app) and Wine Engine (e.g WS11WineCX64Bit19.0.1-1).
[*]Select the [b]Troubleshoot[/b] tab, then click [b]Scan[/b].
[*]After the scan completes, click [b]Repair[/b].
[*]If this doesn't fix your issue, click [b]Copy Report[/b]. Copy the contents into a reply to this thread and we'll do our best to help you out! Please don't forget to do a [b]Test Run[/b] as outlined in the next step.
[/list]
If you need any help with any of the steps outlined here, check out https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html or feel free to make a reply back here on the forums. Thanks!
[/box]

Generating a Test Run through Wineskin

[box=Generating a Test Run through Wineskin]
[list=1]
[*]Locate your osu! installation.
[*]Right click on osu!, then select [b]Show Package Contents[/b].
[*]Open [b]Wineskin[/b] > [b]Advanced[/b].
[*]Click [b]Test Run[/b].
        [*]If osu! starts successfully (even with glitches), you can then close the program down.
        [*]Once the program has either closed or crashed, a dialog will pop up asking you whether you want to view [b]Test Run Logs[/b]. Click [b]Yes[/b].
[*]Copy the results of your Test Run logs to a pastebin such as [url=https://paste.gg]paste.gg[/url] set to never expire. Then attach the link in a reply to this thread, along with the report from osu!macOS Agent in Step 1.
[/list]
If you need any help with any of the steps outlined here, check out https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html or feel free to make a reply back here on the forums. Thanks!
[/box]

Setting priority and affinity

[box=Setting priority and affinity]
[list=1]
[*]Make sure osu! is currently running
[*]Locate your osu! installation
[*]Right click on osu!, then select [b]Show Package Contents[/b]
[*]Open [b]Wineskin[/b] > [b]Advanced[/b] > [b]Tools[/b]
[*]Click on [b]Task Manager (taskmgr)[/b] - it may take some time before the window opens
[*]Find osu!.exe in the list that appears.
[*]To set priority, right click, then select [b]Set priority[/b].
        [*]By default, osu! is on High. Ensure the option is selected to High.
[*]To set affinity, right click, then select [b]Set affinity...[/b]
        [*]In the window that appears, select the number of cores you would like to use
        [*]More cores = greater performance (recommended)
        [*]Less cores = greater stability in some specific situations
        [*]Choosing specific cores may positively or negatively impact your game's performance or stability

osu! on Apple Silicon and Big Sur

[b]Note about Apple Silicon:[/b] We are currently aware of potential issues impacting Apple Silicon users... please follow the troubleshooting steps at https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html, including an osu!macOS Agent report and a Wineskin Test Run. It will help us try and fix your issue, and provide better and more stable updates to future wrappers.

[b]Note about macOS Big Sur 11.x:[/b] We are also currently aware of issues on Big Sur for both Intel x86-based systems, and Apple Silicon systems... please follow the troubleshooting steps at https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html, including an osu!macOS Agent report and a Wineskin Test Run. It will help us try and fix your issue, and provide better and more stable updates to future wrappers.

exec(number).bat issue

[b]If you are experiencing an error within Wineskin.app that reads "Error while writting file: The folder “exec[number].bat” doesn’t exist."[/b] that prevents you from troubleshooting, download the latest version of osu!macOS Agent. For additional information and solutions, see https://osu-mac.readthedocs.io/en/latest/issues/wineskin.html. If these steps don't fix it, you might be experiencing another issue with the same symptom... please follow the troubleshooting steps at https://osu-mac.readthedocs.io/en/latest/issues/troubleshooting.html, including an osu!macOS Agent report and a Wineskin Test Run. It will help us try and fix your issue, and provide better and more stable updates to future wrappers.