First, try to determine if ZwiftLauncher or ZwiftApp is crashing.
- If you crash while you're "updating," ZwiftLauncher is the problem.
- If you crash while you're "launching" after you're done updating, or while you're in game, then that's ZwiftApp.exe.
If ZwiftLauncher is crashing:
There are a few common reasons that can cause the launcher to crash or fail to update.
- If you're behind a VPN or using a proxy server, this is most likely what's blocking you from connecting as Zwift needs to connect directly to our servers.
- Check your firewall. Some computer firewalls will block Zwift, especially if they're enterprise strength. You may need to make an exception in your firewall for Zwift to connect.
- If you're connecting through a router, try plugging in directly to your modem. Your router could have a firewall or setting that's preventing you from connecting to our servers.
- Verify that your computer meets our minimum requirements. You need to have at least 4GB of free space on your hard drive and a destination folder that isn't a sync folder (i.e. Dropbox).
If none of those work, open a support ticket with us and send us all the files located in your \Documents\Zwift\Logs folder. We'll get back to you with more information!
If ZwiftApp is crashing:
The number one reason that ZwiftApp.exe crashes is due to outdated graphics drivers. If you're tech savvy enough to know how to update your graphics drivers, try that first.
If you have a PC:
- If you have an Intel HD Graphics chip, you can use their auto-detect tool.
- If you have an AMD/ATI card, they have one also.
- If you have an NVIDIA chip, choose Option 2.
If you have a Hewlett-Packard, Lenovo, or Dell, your computer may have proprietary drivers, so the auto-detect tool may reroute you back to your manufacturer's website for the latest ones compatible with your computer. Bear in mind that for older PCs the latest drivers offered by your manufacturer may not be up-to-date.
If updating your graphics drivers didn't work - or you're not sure how to do that - please open a support ticket with us and send us all the files in your Documents\Zwift\Logs folder. We'll investigate and provide you with further troubleshooting suggestions.
If you have a Mac:
First, make sure that you have all the relevant software updates for your computer as these can contain graphics driver updates.
- Choose App Store from the Apple menu.
- Click the Updates button in the toolbar at the top of the App Store window.
If you have no updates for your computer and still crash, hit the REPORT button on the crash error screen to reveal the crash details, “select all” and then copy & paste the details into a support ticket and send them in.
If you no longer have the Crash Screen, you can still access your crash logs after the fact.
- Open up Spotlight by hitting ⌘ + SPACE
- Type in 'Console'
3. In the Console, choose 'User Diagnostic Reports' and then Zwift from underneath
4. Select everything in the right-hand screen and COPY + PASTE that into a separate text file
5. Send that file to us
These crash reports are super helpful because they tell us exactly where the Mac crashes. Also send us all the files in your \Documents\Zwift\Logs folder.
If you're using an iOS device
For iOS, we just need your log files. Here's how to get them:
- On the title screen, tap the Zwift logo three times.
- The screen will change to show two columns, with your fit files on the left, and your log files on the right.
- Select the log files on the right and email them to yourself so you can attach them to your support ticket - OR - email them to firstname.lastname@example.org, and mention that you've done so in your support ticket.
Other common reasons that ZwiftApp crashes:
- Your computer hardware is below our minimum requirements. Zwift is a very intensive graphic program that runs primarily off your graphics card.
- You have Dropbox, Google Drive, OneDrive, or another cloud based data-synchronization program that's backing up your Documents\Zwift folder. Zwift is constantly reading/writing from that folder, so it can conflict with those and cause crashes.
- Your laptop is not plugged in. Some laptops come with a discrete graphics card, which usually draws far more power. When a laptop is not plugged in, it will default to its lower-end, built-in video card.
If none of these help, or you're not sure what's going on, open a support ticket with us. We're here to make sure you get a great experience!