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dom.ye

Getting stuck in loading screen

Question

Hey so after logging in for a frist time, the app always gets stuck in the loading screen. can you help me?

Also the loading screen block the feedback window, so i cannot even GIVE feedback :(

Edited by dom.ye
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5 answers to this question

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Hey @dom.ye   

Sorry to hear you're running into this issue. At this time we've noticed that reloading the application resolves the difficulty with the loading screen. However, we are working to prevent it from happening at all. If possible, can you send us your Outfox log files so we can further investigate the cause?


Here's how you can find your log files and share them with us.

Find the log files for your session at the following directory paths: 
%ProgramData%\Golden Frog, GmbH\Outfox\Outfox.log
%AppData%\Golden Frog, GmbH\Outfox\OutfoxUI.log
Open File Explorer (Win 8/10), also called Windows Explorer (Win 7).
Click in the field at the top that displays what directory you are in. It is the longer field to the left of the Search bar.
Enter the Outfox directory in this format: %ProgramData%\Golden Frog, GmbH\Outfox (Do this for both paths)
Press Enter.
Locate the Outfox.log and OutfoxUI.log files in their respective folders.

You can email the log files to us directly at support@getoutfox.com

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Hey @tuvshin90,

We apologize for the trouble with the Outfox program loading, I would like to have you stop and start the Outfox service to see if you experience the issue still afterwards.  Please follow the below steps: 

1) Close the Outfox application  

2) Open Windows search or the Run prompt and type in: services.msc  

3) Open the Services list and locate Outfox  

4) Click to highlight Outfox in the services list and choose the option to Stop the service  

5) Give it several seconds to stop, then choose the option to Start the service.  

6) Launch Outfox 

Should the issue persist, gather the logs from Outfox and email them to support@getoutfox.com

Thanks!

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thank you @Derek This actually fixed the problem

Edited by ouaelattia
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