We have many threads where we have all logged complaints about the software problems. Today I had a very productive meeting with technical support in India. There is a gap between what we are reporting to customer service and what tech support needs to solve this problem.

If your computer crashes for any reason, taking a screen-shot of the error message / disconnection provides very little information for them to solve these issues.

Please do the following:

1. Take a screen image of the error (such as "MFC Application stopped working", "Disconnection Error" etc.) Once the message comes up, don't click on OK.
2. Go to task manager.
3. Select process (partyNJ.exe or Borgata.exe). Right click on the process.
4. click on "create dump file".
5. Once the dump file is created, please save it. It should be about 100MB.

Tech support is going to provide me with a method to get it to them for analysis via Dropbox or Google drive.

Please post here when you have had a crash and have produced a relevant dump file / screen shot.

I have never been so happy to have these errors before. LOL

I have successfully created 2 dumps tonight from one of the clients.

Hopefully others will be able to save their dumps too. The more we can provide them, the better chance we have for a speedy resolution to this problem.

Hi Ghost

Good work and thank you for your participation with this

Players can of course PM myself the information and I will send it direct to the CS teams.

Kind regards,

Colette

The request for information is now fairly clear cut. Reminds of what Ultimate requested when they were trying to solve their software problems. We know where that led. India? I thought support was in Hoboken, NJ.

Yesterday Microsoft did a preview of Windows 10 and their new browser, code name Spartan. Looks like it will be introduced in September. That will prove another challenge for this software. Plan ahead.

http://www.tomsguide.com/us/microsof...ews-20336.html

You know what? I'm not going to do all of this. When the software crashes, I'm going to try to re-open it ask quickly as possible so I can lose the least amount of money possible due to this crash.

The crash is ungodly easy to recreate, simply run the software and it'll crash. Party shouldn't need massive amounts of files when the problem is so easy to recreate

Honestly, it's a joke that a player had to create this thread instead of the party rep. This should have been created months ago so they can get a fix. Instead all we got were empty promises about a fix in the works that was due to be out any day now...and what happened? Nothing.

Quite sad that this is continually a problem. It's not surprising that wsop/888 has surpassed part/borgata in traffic, no one wants to play on a site in constant fear of losing their bets and every pot because of a software error.


Edit: I'm not against this thread or sending data to party. They're asking for help, so go for it and help them. I just think it's sad that they can't figure this out in house, and that it's taken this long to even get a thread like this, which they should have created on day 1 of the crash

Sadly, I understand where you are coming from. But let me just make a few points from where I am coming from.

1. We have communication problems. Customer Service speaks one language (The "No I can't help you, it must be your fault" language), Players speak another language ("WTF is up with this software!?!") and the developers of this software are so far removed from users they are speaking Klingon.

2. I think that's the reason this thread was not created earlier. The people working on fixing this problem are not the people we have been talking to. It is a shame that it has to come to this. But that is the reason.

3. I want to find a solution. I don't care how we find it. But I want to help in every way I can, and this is what they told me would help them. If I was on the IT team, I would probably have a different approach. But that doesn't change where we are today.

4. Party_Rep is not to blame. The new Party_Rep can only do what she is told and can only communicate to Party what we tell her. In the past I think this role was filled by a whole group of people in Customer Service. The new single contact is a VAST improvement in my humble opinion. And I have told Party as much. I just don't want anybody to forget that while things are not perfect, they have been worse. So I appreciate all the efforts the new Party_Rep has made in trying to solve problems that were here long before she took that job.

5. Truthfully, no player is required to take these steps. And I understand the frustration, especially from those who rely on this software to work. But if there are really people getting crashes every day, multiple times a day, I really hope at least one or two people besides me can produce these dump files and post here.

OK I have given them the files. And I have given them some extra data too.

This process is frustrating. But I am still hoping somebody else besides me will provide their crashdump files.

I feel exactly the same way Gags does. When the software crashes and is costing me $$$ every second I am being folded out of hands, I am going to open it up as fast as I can, not fill out surveys, not record videos, not create file dumps.

Perhaps if they had made an effort to fix these issues when they were brought to their attention nearly 6 months ago, I would be more sympathetic. I am sure it is easy to recreate and if they cared, they would have fixed it by now. They are in the software and customer service business(not the poker business), and they are failing at both.

I will respond to Ghost point by point since I think he is misguided:

1. They have a communication problem. We have told the only people that we have access to about the problem. if their company culture is to bury things and not pass them along, shame on them. Any company with a problem this major would made sure it was fixed.

2. The higher ups dont speak to or have the right to talk to the software end? It was 4 months ago I was talking with someone higher up in Borgata who admitted there was a problem.

3. I agree, but it should be on PP/Borgata to fix it. If they want my IT/consulting skills, they can pay my hourly rate or wait until its convenient for me to help them. When I am 16 tabling and the software is crashing, probably isn't one of those times, even though it would be helpful to them.

4. I appreciate the efforts of the party rep and the issue is not hers alone. However, she is part of system that has been totally ineffective in finding a solution.

5. The frustration is that a)it costs me money b)they should have done this when they first learned of the problem c)they shouldn't need players help to fix this d)they've apparently been lying about the fix that was about to be put out. You think if the Facebook app has a crash, they wait 6 months and ask me to send them log files to help them fix it? Arcavet figured it out the problem quickly and also a solution. Hire him.

I don't disagree with a single reply you made. I just feel that all this hand-wringing accomplishes nothing.

Once again, no user has to do anything. But if there are people who are still having daily crashes, it costs them nothing to produce a dump file. The process they are using to review this problem may not be perfect. But it's their process. If there's a way for us to help finish this, why not?

I appreciate what you are doing ghost, but this 'yesman is correct. I think the fastest and easiest way to get party_poker to stop burying the problem, and address these issues is to start communicating to the regulators. We need to give them exact examples or what is going on with the software, and save the communications that PP is responding with. Then we will have the black and white information needed to get change. If the regulators start questioning what is going on then you would think they would fix the issues, if not face consequences beyond what they have already faced with losing players.

The vast majority of my crashes happen abruptly. No way to get any information. The software just goes away.

Agreed, I don't trust PartyPoker to have a fix to this problem anymore. They've been asking us to send them error reports for months and nothing came to. I will also start taking screenshots and sending mail to the regulators. Otherwise it will likely be a looong time before we see any fixes.

This is the information to contact the NJ Division of Gaming Enforcement off of their website, http://www.nj.gov/oag/ge/contactus.htm;

For Inquiries or Complaints call:
609-984-0909 or email info@njdge.org

Make sure to include all relevant information about what is going on, screen shots, facts, not rants. The more professional and informative you come off the more seriously they probably will take our complaints.

wait why the hell are players meeting with developers trying to fix the crashing ?? where the hell are the party poker ??? this is there job and we have to do it for them.

PartyPoker set it up. Instead of talking to customer service for hours, I think this was a more productive idea.

tournament tab wont open for me today without freezing the software. Happens on Borgata and Party.

The software clearly isn't tested properly in a multi-table environment (6 or more). I crash at least once an hour. Usually, there is some kind of freeze, followed by the action buttons disappearing. I have nothing else running on the computer. Sometimes it crashes within the first 5 minutes as I'm just getting on a bunch of tables.

Aside from losing money in hands being played while the system freezes, there is the hassle of getting the software back up, tables re-arranged, sitting back in, waiting until the blinds come around, which is another hidden cost.

I will point out that the software does not conform to the written terms of service. If you read the part about how much time you receive during a disconnect. When I return, I get very little time to finish a hand, plus my cards vanish, so I can't see what I have. I have to figure out which table I was on when it did crash, and upon re-login, 10 tables pop up at once, usually tiled. It is almost impossible to finish a hand after a crash / disconnect.

I'm disgusted. Support and tech needs to work with some players and create trace programs and other debug tools which will find out what causes it. But I'm pretty sure it is just a simple case of shoddy programming that will be almost impossible to fix without a rewrite of entire parts of their horrible system.

The service in the last 24 hours has been terrible, being capped by today's connectivity issues, where I can't play more than one or two hands without disconnecting. (Not to mention that it might prevent me from getting to the next level in grinder points!)

I've given up! I'm looking to move to WSOP, and am hoping that PokerStars has their **** together when they enter the market.