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Client shut down when in HU SNG

Hi!

I just got a client freeze that affected my eq alot. The client disconnected and didnt re connect, I closed it since that usually the only thing that works but this time i couldent log in again. I went to my android but it had to update software again(?) did that couple days ago so it took time.The tables that were hardest affected was a 10 eur hu sng were i was blinded down to 3bb ish  and a 5 man 10 eur sng where we played 3 handed with me being chiplead 6-7k va 1.5k and 1.7k . I now busted both thoose sng:s due to the freeze.

I can ofc send my dxdiag and log files for the 50th time if u want them.  (Sorry about my tone, Im not angry just a bit frustrated and I have sent them alot of times but I never hear anything back. ) I have not contacted live support since its just a waste of time and patience to try  explaining to them why its an issue to be auto folded in HU, hope its alright I come straight to u guys since only time I get respons is here in community! (Thank you for that, you are the best)

 

13 Comments
Moderator
Status changed to: New

@triceraatopp You did good by comming to us with this Smile I've moved your thread in the gug report section and we are more than happy to help.
The log file is constantly updated with your activity in the client so that will be a vital information in being able to investigate what happened and pinpoint the bug, it would be appreciated if you could send it Smile
The explanation is quite acurate, thank you for that, you reported this at 23/03 05:08 CET so we should be able to add Cedrik in to this as soon as the log is provided,
About the Dx Diag, I'm not sure thet it will be needed, but to avoid any back and forth with this, could you provide thjat as well? Smile

Tag me when you provided the info and I will be sure to forward it to the guy's over at poker for a full assesment and refund if possible.

/Ray

0 Likes
Rank 17

Thank for fast reply @Ray-UnibetSmile I have mailed the log and dx to contact@unibetcommunity.com 

0 Likes
Moderator

Ok Cheers for that Smile The Poker department is now informed and I will be sure to get back to you as soon as we have word from them:
Bear with me, the response might come early next week.

 

Unibet Poker Expert

Hi @triceraatopp,

Sorry to hear about the issues you've experienced.

Your data is now being reviewed and I'll get back to you as soon as possible.

Apologise for any inconvenience caused.

Thanks,

Cédrick

Rank 17

Hi!

Client have been starting to freeze again and now i couldent log back in. When i finaly got my tablet up and got back in the 1000 multi (8205769) had addon break but I was not able to add on, there was not even a addon button in the right corner, I was also playing 8205854 uo50 qual, 8205752 sputnic qual and 8205739 deep impact. I have not heard back anything about the last 4 reports I sent in but Im hoping i will soon. I had bought in for 5 eur and made 1 rebuy in multiverse i hope its possible to get compansation for that since its impossible to play without addon :/ 

Also do you have any clue about how long it will take before I will hear something about the previous reports, its been over a month now no one have contacted me.

 

Moderator

@triceratopp. adding @Unibet-Cédrick to this one as well, apologies for the long waiting time, I've sent a reminder as well to compile your reports and provide a possible fix to your bug and the refund naturally.
/Ray

0 Likes
Unibet Poker Expert

@triceraatopp

Thank you for your patience.

Our devs discovered several connection issues in your logs and they would recommend you to check your connection/router. I've sent you a PM with some information, please have a look.

As for the new freezes we would need you to send your poker.log file again and I'll make sure it's being reviewed latest tomorrow.

Thanks,

Cédrick

0 Likes
Rank 17

@Unibet-Cédrick Hi! Okey I will send the log file again to the community email. 

Regarding the connection I have checked the router many many times and even bought a new one, I know that it happends that my connection fails sometimes when the router reboots for some reason but thats not the issues I report to you. I report to you when the connection works perfectly fine and its just the unibet client that dont, I always check so that its not my connection by opening a youtube video or I know bcs I play on another client aswell that dont disconnect.

 

0 Likes
Rank 19

The check your connection response is getting really old when these random disconnects have been happening for at least 2 years, old client and new, while literally nothing else that uses the internet connection even stutters (or CPU load, or graphics card load, memory, anything), reported by loads of people. It might be triggered by something client side, but since nothing else ever has issues at the same time, then there's clearly some sort of flaw in the software that never got addressed, or is too hard to fix (the 2.0 client was supposed to be the sure fix for it, it wasn't). Can't really blame them for asking every time, gotta get the obvious stuff out of the way to tackle a problem

Most people (that didn't leave) by this point have accepted this flaw as a natural part of life and just got used instantly restarting the unibet client. However the latest update re-introduced the bug where if the client crashes or disconnects you can't re-open the client, you have to kill the process in task manager first. Idk if it happens every time or just some % of the time, but multiple people have described this issue before I experienced it as well. 

Rank 17

I didnt see your post until now @NMPfan, GG earlier sorry to outluck you but could not find a fold with a combo draw there, anyway lately it have been a completly new addition where the whole client shuts down and I get a pop up saying that "unibet poker run into a problem and have to shut down". Could you explain a bit more how you mean to kill it in task manager before able to restart it? I just have the issue of client not letting me back in some small percentage of the time but when it happends i havent found anything that works and if i open task manager its not shown since I have already closed it when it frooze to try to quickly log back in. Is there some advanced task manager thing where i can close some background prosseses or should i just close it in task manager imidiatly when it freezes and not click the usual x?

0 Likes
Rank 19

GG, was funny to see that I was ahead with my 9 high bluff there Laugh but yeah way too many outs.

I guess just close it in taskmanager to be sure. For me when it crashes and I can't open it I still have unibet poker.exe in my processes list on windows 7, no advanced task manager, maybe it's just different for you idk. Have you tried a clean install of the unibet client? Uninstalling it and deleting everything related to unibet in program files and %appdata%, and then installing the newst version from the site? Also update the graphics drivers. Just mentioning it cause you seem to be having more issues than me, and sometimes it helps, but might just come down to system configuration variance cause the software is silly like that. 

0 Likes
Rank 17

haha yeah, it was a interesting hand when both capped and I got just about 2%, tough decicion!

I have uninstalled in and reinstalled it 5+ times but not sure if all the assosiated files was deleted then aswell, good tip I will try it out next time! I have win 10, the processes jumping around when u wanna se all the prosesses so its hard to read anything but havent notised any unibet related but will try closing it via task m. I tryed to completly reinstal windows even to se if that could wotk but no sucsess so far, it is good for a little while but then some update comes and its back or it just comes back spontaniously. Well well now I have some new things to try so Im happy! Thank you for sharing your wisdom @NMPfan!

Unibet Poker Expert