Client crashes and table freeze

Twice today mid action my cash tables have just frozen dead killing me in the hand. Have never had an issue with this on this site before and am now reticent to be putting money in hands. I had no connectivity issues to any other sites today.

Disappointed

Comments
PunchFace Rank 10
Rank 10

I had AK suited 3 times client logged me out

Then I had A7 suited, my diamond draw is on flop plus back door straight, and I bet, client kicks me out, and I lose the hand... during a tourney and close to the money, would have been in first place w/ a good chip stack and two bounties to  my name

Web Browser TERRIBLE

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Hewel Rank 10
Rank 10

In friday 22:55 GTM+2 program freeze and was break so I restart soft but I didn't get it lauch before 23:04 and in this time I was going 3 tournament and I lost a lot of ship.. Can I get some compensation?

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mugmaster200 Rank 8
Rank 8

I got refunds last time but no answers...

im playing on 4 sites, all of them are connected all are playing fine then 1 table freezes on unibet and it disconnects me when i have aa after someone jams, its pretty unreal. Id just like to know how this selective disconnecting me from 1 table is happening, it happened during the mtt league, didnt get any answers... still.

U guys can check the hand ID its on the image.

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Moderator
Moderator

@Hewel, I'm sorry about the issues we're still having. I'll have a look at the compensation tomorrow.

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Moderator
Moderator

@mugmaster200, apologies for the issues we're still having. Hopefully you'll have a better experience playing poker after the next release, which should be implented on Wednesday.

I'll have a look at the refund tomorrow. Thanks for reporting.

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Moderator
Moderator

Quoting @Chris-Unibet:

Regarding freeze and crashes, we'll have a release that should help. Most likely it's gonna be released on Wednesday. After that release it will be easier to look at the causes behind any remaining crash or freeze as a lot of them should have been fixed. 

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kiss_my_AAs Rank 7
Rank 7

Lets hope that update will fix the problem. If it helps in anyway I have noticed that the freezing happens usually when I have reloaded my stack in cash games. And sometimes it's only the table where I reloaded and other tables keeps on working fine.

And how about refunds? I'm sure that thoses freezes and crashes have cost me some money but it's very hard to say how much, because I play about 8 or 9 tables same time, and have got those freezes and crashings about 20 times so I'm really not interested in going through my hand histories and figure which hands are those hands when the client has crashed because there are almost 200 of them and most of them are not important hands. And I think it's not my job to find out how much I have lost in those hands. And I also think that it's my fault that I have kept playing even I have knew that the client is gonna crash, so I'm not blaming you or anything, but if you guys feel like you gonna refund something (couple of sit n go tickets or something I would appreciate it alot.

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Moderator
Moderator

@PunchFace - refunded 3x €2 MTT from last week.

@Hewel & @mugmaster200 - added a €10 MTT ticket for the inconvenience.

@kiss_my_AAs - usually we would ask for hand history, etc. when adding compensation, but the circumstances are a bit different this time with the new release and everything. Had a look at your history and added a €10 NL cash game ticket to your account. You can ask us to exchange the ticket here if you prefer something else Smile

Hewel Rank 10
Rank 10

@Marco-Unibet

Thanks.. Also abouth two time in day when I join tournament I can`t see my first hand, and it didn`t help if I reload the table but I see the next hand normaly.

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cvita Rank 10
Rank 10

Same thing with my poker client. i thought its better with update, but it still crashes and freeze (usually just one table). I play NL10 but i was forced to play lower limits. I loose to much money with crashes. Yesterday one table freezed and i continue to play, just add one new table (freezed table its imppossible to close, only if you close client). After some time, poker client crashed (its obvious in hand 419864557 - i folded AA Very Happy ). I turn on client and i got back only freezed table Very Happy

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PunchFace Rank 10
Rank 10

@Marco-Unibet Much Appreciated, Thank You

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LoveUnibet Rank 10
Rank 10

Now just to raise everyone's awareness, today's update is no help for our biggest issue, which is the constant crashing. From now all my faith lies in that from January we may have a playable poker client. I am pretty sure there are many of us who are/were trying to climb high up the challenge points ladder and this last month of the quarter is/would be the most crucial and rewarding. Pretty sad about it. The client crashed 3 times within 30 minutes after today's update. I will keep playing some and would like to send my log file and screenshots. How can I do that? How can I send a file? 

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old_nick Rank 9
Rank 9

Have to always be ready to restart an exploding client these days. Log in quickly enough and my hand may well not be dead

Certainly adds to the drama of the game if that's the intent...

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Community Manager
Community Manager

@LoveUnibet, you can send the details to contact@unibetcommunity.com

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kiss_my_AAs Rank 7
Rank 7

Update didn't fix the problem Sad Client crashed again several times today. Where I can see my hand histories? I lost many medium sized pots because of the freezing and once I had nut straight on the river and client crashed. Tried to find that last hand on hand history player after I closed the program and restarted it but couldn't found it...really don't know why it wasn't there, I found some hands that I played before that and hands after my client has froze and I was sitting out.

Edit. I found the hand histories from the poker client so now I can try to find it.

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Unibet Poker Expert Chris-Unibet
Unibet Poker Expert
Status changed to: Investigating
 
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kiss_my_AAs Rank 7
Rank 7

I wrote down the hand number of one big pot I was playing at plo25, had top set on river and client crashed and opponent took the pot down with minbet while I was sitting out. Where I should post the hand number to get ferunds?

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Moderator
Moderator

Sounds like a bad spot @kiss_my_AAs Disappointed You can either contact customer support through your local Unibet site, or send the hand number in a PM to me here via the community and I'll forward to the poker team for review Smile

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Unibet Poker Expert Chris-Unibet
Unibet Poker Expert
Status changed to: Accepted
 
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LoveUnibet Rank 10
Rank 10

When can we expect the next update? 

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MoreTBC Rank 20
Rank 20

I think Andrew said the 27th or 28th on 2+2

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S9999 Rank 6
Rank 6

Somebody Have a solution? I'm having this problem every day but today was a mess. I play at 8 sng at the same time. Unibet force me to re login and I was playing with late blinds, so when I came back, was too late (plus I have to put 1 per 1 table that I came back, awful). I need a fix please!

I realized that only my playing tables was freezing, because I see on the loby how the people join to the tables.

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Moderator
Moderator

Sorry to hear that @S9999, I'd like to have the poker team look into it to see if we can't find a solution to the problem. If/when it happens again, is it possible for you to do the following(?):

  1. Take a screenshot of the crash.
  2. Run dxdiag and take a screenshot of the first tab and the display tab of the report - you can find a guide this here: https://support.microsoft.com/en-us/instantanswers/b319762b-f281-41b4-b746-d14de804b246/open-and-run...
  3. Find the Unibet poker log file in your "Documents folder".
  4. Send the screenshots and poker log to me either via PM or email on contact@unibetcommunity.com

If you got any questions on the above, don't hesitate to let us know!

/Jeppe

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Community Manager
Community Manager
Status changed to: New
 
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