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Originally Posted by poherstars
more than 10 crashes for 3 hours after server restar. Good job pokerstars!
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Originally Posted by user12345
Roll back the update first and then figure whats went wrong. Is it so difficult?
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Originally Posted by Chymera
Is it really that difficult to fix this sh*t? Worthless server restart ever...
We apologize for the disruption today, we ran into several problems with the server restart, and it took longer than expected to resolve them.
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Originally Posted by The Imp
Server restart tomorrow, hopefully to fix some stuff and not break anything else.
Yeah, sorry it didn't work out that way.
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Originally Posted by margenov
Client keeps crashing and/or tables freezing, getting disconnected and reconnected every 2 seconds ( bug ) and too many other stuff to mention ( Low System Resources ?!? ).
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Originally Posted by anuj22
Same here. Random crash/disconnection. 1 table frozen other table working fine and then random disconnection and when I send the log files I get told my user.ini might have gone corrupted.
Edit: This happened only once though and my build number is 13253)
Regarding the random freeze/crash bug - it's unrelated to today's server problems. As Dylan mentioned, the issue should be resolved with the next client updates, which unfortunately means it will still be another few weeks before the solution is deployed.
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Originally Posted by pontylad
It took nearly a week to respond to any of this?
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Originally Posted by PokerStars Dylan
I was simply posting an update as Keith has been extremely busy lately.
I apologize for the gap in my response on the forum. Thanks, Dylan, for helping out.
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Originally Posted by The Imp
Hi Dylan! I'm curious to the timeline here. It's been a known issue among players for over a week but as of yesterday support were still hand-waving and blaming user.ini (lol) and third party tools. There's also been zero input here on 2+2.
Is this a known issue as of your post? We've always been told that even if there are no responses someone reads every post here, is that no longer the case? Further to that, support must have been bombarded with emails over the past week - did they genuinely fail to notice a pattern and escalate to the appropriate department?
If this was a known issue earlier in the week I'm genuinely curious why the ostrich approach seemed like the appropriate solution when many customers were being materially affected. Simply acknowledging the problem would have gone a long way.
Yes, and that's my fault for not acknowledging these issues last week.
The team was investigating the crash problem at least as early as the beginning of last week (late May), based on reports from Support. It took a while to get a handle on it, but I should have posted something. Sorry about that.
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Originally Posted by dumanis
Is there any Auto-compensated refund of the losing buyin happening or do we need to Manually report ourselves??
No, sorry, there is no auto-compensation. Please contact Support if you feel you should be compensated.
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Aside from our server problems today and the intermittent client crash problem, we have heard reports of an issue with HEM/PT that may be affecting some players. We believe this prevents users from launching our client.
Those who have HEM/PT installed may consider doing the following if they have problems: Uninstall HEM/PT. Uninstall PokerStars. Delete the local files for PokerStars (but save notes, hand histories, user.ini). Reinstall PokerStars.
This should remove all traces of the 3rd party tools and allow PokerStars to start successfully.
We are unsure of the result if you start PokerStars first before launching the HEM/PT version which prevents launching PS.