Same problems while playing Spin & Go, multiple crashes during the last few days.

The pokerstars.bg client keeps crashing again and again and again and again the past 10 days. And you say it will take WEEKS to resolve?! Are you taking the piss, why did you release this absolute garbage version in the first place?! I figured a way to fix it - i found the 12713 release which worked fine, but as of today when i try to play a spin with this 12713 version - it says update to a later version. AT LEAST, after the last version is just wank, let us use the older ones that worked, just what in the hell is going on?! From now on i will ask for a refund for every single chip i lose due to this absurdity, and I expect a refund every single time.

they want to say they fix it after EURO 2016 is over so they have like alibi for lower trafic

I don't get why the client can't be smoother to operate in general let alone all these stupid issues that keep cropping up. Even when there are no obvious problems the PS7 client makes me imagine what airbrushing would be like with Adobe PS7 installed on some 1st gen Pentium Windows 95.

And are your programmers like posting code on github twiddling their thumbs till someone comes along and highlights a bug?

I really think you guys need to figure out what is up with your software engineers. I imagine they are sitting in some dark basement perfecting algorithms for the best rake.

or perhaps they are busy programming Keith to not sound like a run-of-the-mill chatbot.

As others said before I also don't see why there's no rollback. It makes no sense, just do a rollback and figure things out when people are playing safely again.

Keith - immediately after the broken client update I tried to report it to support, I was getting table freezing, graphical errors, crashing. I even said in my initial email that I didn't want a response telling me I had a "corrupted user.ini" - this was a broken client update that needed to be fixed. Guess what I got in response? Corrupted user.ini.

I finally deleted user.ini to move things along, only to be told it was probably third party tools and I should stop using them. End of discussion.

The final email telling me to simply stop using HM2 was on 3rd June, this is now the 10th. Support have failed massively here, they have their simple little steps they go through and they flat out refuse to deviate from them. Are first line support punished for escalating cases? I'm struggling to think of another reason they'd flat out refuse to help, why they'd continue to fire off irrelevant copy + pasted nonsense when specifically asked not to.

My Stars name is the same as on here if you want to check the emails. You often advise players having problems to send log files (first thing I did), the above frustration is generally the result.

Thank you for that.

I'm sorry you have been having problems and can understand your frustration.

Support fields thousands of queries a day and, although the vast majority turn out to be something other than a problem with our software, for some issues it is not clear what the problem is or that there is a systemic problem and it's even less clear what the source might be, so until the front line Support reps get definitive information from the teams investigating issues that there is a bug in our software, they will continue to run through some standard triage steps to try to help players resolve their problems.

Problems that are intermittent or that only affect some players often take a long time to nail down, so it may take many days or even weeks after the initial reports for the identification of a bug to made.

Regardless, we are reviewing the process to get a better understanding of what was happening in this case. FYI - I noticed your reports to Support in the investigation thread, so we know that the front line reps did escalate your issue.

My avatar annoys people, it adds about 1bb onto my winrate, who do I contact for loss of earnings?

Yes it seems it certainly could be the case of intentional efforts to damage software.

Keith, if for some reason it is not clear what the problem is, amayastars should just have the idiots working on the software fired and get some professionals. This keeps going on for WEEKS, and you still don't know what it is? Is this some sort of a joke?

You misunderstood me. We know what the problem is, a fix for it has been coded and it's currently in QA and expected to be deployed with the next round of client updates.

The point I was making to Nihility77 was that at the time he was engaging with Support we were still investigating the problem and didn't know if the source was in our code or related to something else. In fact, the log files and problem details sent by Nihility77 and extra logging done by other players was helpful to the investigation because prior to that we were not able to reproduce the effect in our test labs.

It's not unusual for problems that only affect a few players to be unreproducible here, and unfortunately those typically take longer to track down. We understand that for those affected players the effects are disruptive and the wait for a solution is frustrating, and for that we apologize.

Thanks for posting, I have reported it to the team.

do you realize that if we reinstal HEM/PT then we need to build our database from scratch import all HH, tune database, adjust hud and depending on how big database is it will take 2h min up to maybe 7-8h for big database idk AND THAT IS NOT GOING TO FIX THE PROBLEM PERMANENTLY so is just like wasting 2-3hours min for nothing

That's not actually true, you just need to export your hud (maybe backup your config folder just in case), the database is untouched (in postgresql).

hmm.... and how do u reconnect to your database?? or after reinstalling HEM/PT4 it auto finds your database??

I'm still unable to change my avatar. Didn't you fix it in last update?

They said it will be a few weeks probably

If you uninstall HM2 followed by a re-installation then, as per The Imp, your database is untouched. You don't usually have to reconnect HM2 & postgreSQL because HM2 will 'find' the pSQL database. The same applies to PT4.

If you are planning to do this in future you can backup all your preferences through HM2 & choose not to backup your database [although you should keep backups of your DB - which can be done via HM2 too]. If you do only a HM2 uninstall/reinstall the whole process takes less than 10 minutes.

If you wish to reinstall postgreSQL then the best method for speed is via backups. The best method for a 'neat' db is by creating a new db & reimporting HHs - this can be very slow & is best done overnight.

http://hm2faq.holdemmanager.com/ques...onfigs+work%3F
http://hm2faq.holdemmanager.com/ques...+settings+ONLY

I've emailed 3 times over 10 days asking for a refund and received no replies. Can you find whoever is reading my emails and kick them in the nuts for me? Cheers.

Reinstalling PT4 doesn`t help to solve software issue.
It still crushes several times an hour.

Crashing for me too. Frustrating, but I appreciate Keith's efforts

So is it happenning because of PTR and HM?
yesterday i saw 5 community cards face down for several minutes (then reload the client)

Nah, that's all bollocks.
I've been following this thread with keen interest for over a week now, ever since my avatar disappeared along with all my settings.
Up until then I thought my computer was crapping out or something.
I too have had multiple crashes in recent weeks and chronic connectivity issues with pokerstars.
Haven't yet joined the email barrage, I'll just sit back and be patient I think.

Update - I've just received word from the team that we will update the Windows version of the PokerStars client on the .UK, .EU and .COM licenses in the next day or two to address the freeze/crash bug. We also hope to include the PS/Win update for .FR, .IT and .ES at the same time.

All other licenses will have to wait for the regular build-cycle update, as will the FT clients. The other licenses generally deploy first in a regular build cycle, and .UK/.EU/.COM are typically the last to go, which is why we're having a special deployment for these 3 now.

The resolution to the Avatar bug is not in this special update, as mentioned previously it will be included the regular update cycle for all licenses.

Does it still crushes if you run FTP, not PS?
It's the same games, right...