Support

Each school’s network environment is different, but with the help of your school IT team, it should be a simple process to download The Lost Summer app onto a desktop computer, laptop, tablet or even a smartphone.

In cases where a school’s internet connections are provided by a state government, there may be an additional step required to request whitelisting of the LostSummer app and URLs. This process will vary from state to state, but if it applies to your school, your IT team should know what to do. Most states have a standard method for schools to contact their Department of Education’s IT Helpdesk for access.

Every participating student will need access to a PC or Mac desktop computer, laptop, or an iPad or Android tablet. This can either be in a PC Lab within the school, or alternatively on a student’s own computer, if running a BYOD program.

While The Lost Summer has been designed to run on a wide range of system specifications, it is important to check that your chosen computers meet the minimum requirements.

Before running one of the chapters in class, it is a good idea to do a test run to ensure it works smoothly with the school’s hardware. It’s also advisable to ask the school IT team to help you download the app onto all the class devices well in advance so you don’t take class time.

For further questions, please email: lostsummer@esafety.gov.au

What are the network requirements for The Lost Summer?

An active internet connection may be required for analytics purposes only.

What is The Lost Summer’s average data and bandwidth usage?

Once downloaded, the game will not require internet access to play.

The game’s binary will vary in size across platforms, but should not be more than 500MB. 

Patches may be delivered throughout the lifespan of The Lost Summer. These will be distributed through the relevant storefronts and should be set to automatically download.

If that’s not possible, please ensure that each device receives the most recent patch via the relevant storefront whenever possible.

The Lost Summer is designed to run across a wide range of devices. Wherever possible, please try to match the recommended specifications.

Devices meeting only minimum specification may suffer performance issues. 


Windows:

Minimum specifications / Recommended:

• 2.0GHz GHz core i3
• 4 GB RAM
• Intel HD Graphics 4000
• 500 MB available hard disk space
• Screen resolutions up to 1920×1200
• Windows 7 or Windows 10

Recommended Specifications:

• 1.8GHz GHz core i5
• 4 GB RAM
• Intel HD Graphics 4000
• 500 MB available hard disk space
• Screen resolutions up to 1920×1200
• Windows 7 or Windows 10

Mac:

Minimum Specifications:

• 2.0GHz GHz core i3
• 4 GB RAM
• Intel HD Graphics 4000
• 500 MB available hard disk space
• Screen resolutions up to 1920×1200
• Mac OS X 10.8.5 or higher

Recommended Specifications:

• 1.8GHz GHz core i5
• 4 GB RAM
• Intel HD Graphics 4000
• 500 MB available hard disk space
• Screen resolutions up to 1920×1200
• Mac OS X 10.8.5 or higher

Tablet specs

iOS

Minimum Specifications:

• iOS 9 compatible device.

   

  Recommended Specifications:

• iOS 11 / 12 compatible device.

   

  Android

  Minimum Specifications:

• Android 4.4 and up compatible devices with a minimum of 1gb of RAM.

   

  Recommended Specifications:

• Android 6 and up device with 2gb of RAM

I’m getting a strange permission request when trying to download the game from the Google Play store.

For Android users, this screen may appear on some devices (most current flagship devices and some older devices, likely from 2015 onwards).This is simply a side effect of having a larger app. Some of the game’s content is installed to the internal storage of your device and therefore requires access to that storage. We do not use this access for anything else. 

I can’t seem to download the game onto my PC. It appears to be a certificate issue?

The game is currently flagged as being from an unknown publisher by devices on Windows 7, 8 and 10. This means that the app is sometimes being blocked by Windows Smartscreen. We are working on getting this issue addressed. Below is a workaround which will allow for safe downloading of the game onto your desktop.

(see PDF for instructions)

I have experienced a bug while playing the game.

Apologies for the inconvenience.  The current version of The Lost Summer is version 1 and we would appreciate your feedback as we continue to build and refine the user experience. We encourage you to report any bugs you might experience to lostsummer@esafety.gov.au. This will allow us to get it onto our issues log and have it fixed ASAP.

Will the game be made available in countries other than Australia?

We are currently working on two additional chapters of the game and ensuring our initial build meets the needs of our users. Once these two chapters are launched in October 2018, we plan to make the full version of the game accessible to countries outside of Australia. We appreciate your patience and encourage you to sign up for updates: lostsummer@esafety.gov.au.

I would like to play the game with a group of students with learning difficulties. What measures are in place to meet their needs? Does the game meet accessibility needs?

We are currently working to ensure accessibility needs are met for the next build of the game. Upon release of the full build of the game in October 2018, we will implement solutions to ensure the game fully meets accessibility guidelines (WCAG 2.0 Level AA).

At present, users can adjust the speed of the conversation texts that appear on screen, which will help players with learning difficulties to slow the game down. This setting can be found in the options tab of the main menu.