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Current Issue with the Download Client

Sky_SamTSky_SamT
edited December 2016 in Poker Chat


Hi

I did all that and now tables come up telling me to get adobe flash which I already have.  Help
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  • Sky_SamTSky_SamT
    edited September 2016
    Hi All,

    Some of you re currently experiencing an issue with the Download Client. Experiencing a crash after 5 minutes or so of play on the client. 

    The issue we have is in version 23 of Adobe Air. This is the latest update thay was released on 13 September. Running any version prior to 23 will remove the issues. 

    To rollback to 22 you will need to uninstall version 23. You can then visit https://helpx.adobe.com/air/kb/archived-air-sdk-version.html and download the relevant Adobe AIR 22 runtime.

    We are continuing to work on a fix for version 23.
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  • Sky_SamTSky_SamT
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    Hi I did all that and now tables come up telling me to get adobe flash which I already have.  Help
    Posted by tillpoll
    If the problems persist I would still advise playing on the browser until we fix the issue

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  • DonttelmumDonttelmum
    edited September 2016
    10+ tables on download, all fine.  
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  • SUPERSNEDDSUPERSNEDD
    edited September 2016
    Horrendous last night on v.23.

    Uninstalled v.23 and installed v.22 all fine now. 
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  • Jac35Jac35
    edited September 2016
    It's been fine for me all day
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  • bbMikebbMike
    edited September 2016
    I have this issue since Adobe Air updated, been on the browser last couple of days.
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  • Tikay10Tikay10
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    10+ tables on download, all fine.  
    Posted by Donttelmum
    Hi James,

    Grumpy Jac said the same thing, & it's been 100% fine for me, too, (though only 6 tables for me) & thousands of others.
     
    It has affected many players though, apparently those who have downloaded the latest version of Adobe Air. For whatever reason, I, & presumably most others, have yet to receive that "Download latest version of Adobe Air" prompt. 

    No idea when I will, but if it popped up today, I think I'd ignore it, & continue on the older version.

    Hopefully, Sam's team will get it resolved asap. It's not good for anyone, either side of the table.   
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  • MattBatesMattBates
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    In Response to Re: Current Issue with the Download Client : Hi James, Grumpy Jac said the same thing, & it's been 100% fine for me, too, (though only 6 tables for me) & thousands of others.   It has affected many players though, apparently those who have downloaded the latest version of Adobe Air. For whatever reason, I, & presumably most others, have yet to receive that "Download latest version of Adobe Air" prompt.  No idea when I will, but if it popped up today, I think I'd ignore it, & continue on the older version. Hopefully, Sam's team will get it resolved asap. It's not good for anyone, either side of the table.   
    Posted by Tikay10
    I had downloaded the latest version and it crashed a number of times. Uninstalled and went back to the older version so hopefully will be ok going forward.
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  • Tikay10Tikay10
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    In Response to Re: Current Issue with the Download Client : I had downloaded the latest version and it crashed a number of times. Uninstalled and went back to the older version so hopefully will be ok going forward.
    Posted by MattBates
    Yup, that was the advice from Winston Wolf, & is probably the short term answer. Glad to hear you have got a workaround. The whole thing is a perfect pain, but internet software is such a complex beast.

    Be assured it is all hands on deck in the Tech Dept.       
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  • EssexphilEssexphil
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    In Response to Re: Current Issue with the Download Client : Hi James, Grumpy Jac said the same thing, & it's been 100% fine for me, too, (though only 6 tables for me) & thousands of others.   It has affected many players though, apparently those who have downloaded the latest version of Adobe Air. For whatever reason, I, & presumably most others, have yet to receive that "Download latest version of Adobe Air" prompt.  No idea when I will, but if it popped up today, I think I'd ignore it, & continue on the older version. Hopefully, Sam's team will get it resolved asap. It's not good for anyone, either side of the table.   
    Posted by Tikay10
    I have just been offered this "upgrade" today....
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  • tillpolltillpoll
    edited September 2016


    Hi again

    Was all fine until just now when download client crashed again.  The annoying thing is that even getting my table up on browser within a minute I was out.  same yesterday.  its only 60p but I wouln't say no to a refung.  lol
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  • tillpolltillpoll
    edited September 2016


    Hi again

    Was all fine until just now when download client crashed again.  The annoying thing is that even getting my table up on browser within a minute I was out.  same yesterday.  its only 60p but I wouln't say no to a refung.  lol
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  • Itsover4uItsover4u
    edited September 2016
    Mine was crashing pre new adobe.... after the new adobe everything is fine.... weird!
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  • Itsover4uItsover4u
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    Hi again Was all fine until just now when download client crashed again.  The annoying thing is that even getting my table up on browser within a minute I was out.  same yesterday.  its only 60p but I wouln't say no to a refung.  lol
    Posted by tillpoll

    Speak to support they are pretty good if they see you didnt play a hand and know about the software issues they will generally give a refund
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  • tillpolltillpoll
    edited September 2016


    thank you
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  • Sky_SamTSky_SamT
    edited September 2016
    We are still aware with issues with the client and are atill working on a fix for it. If people are still experiencing issues please share them on here. Equally if people have found that they have a work around please can these be shared here so everybody can benefit.

    This is our top priority to fix and we continue to put our efforts into doing so. 
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  • edrichedrich
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    We are still aware with issues with the client and are atill working on a fix for it. If people are still experiencing issues please share them on here. Equally if people have found that they have a work around please can these be shared here so everybody can benefit. This is our top priority to fix and we continue to put our efforts into doing so. 
    Posted by Sky_SamT
    Morning Sam,
                     I followed shad8604's advice and link in the feedback section thread last night. I have just 6 tabled for over an hour on the download with no problems. Previously it would crash within ten minutes. Will just have to remember not to click any Adobe updates until you have found a fix. Hope this helps,

                                                      Ed.
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  • Sky_SamTSky_SamT
    edited September 2016
    For those of you experiencing the issues we have two threads stickied at the top of this forum section. For those of you experiencing it your help would be much appreciated in solving the issue. 
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  • Sky_ChrisBSky_ChrisB
    edited September 2016
    Hi,

    To prevent Adobe AIR from attempting to install the latest version when you open the Download Client, you can use their SettingsManager application to disable this: https://helpx.adobe.com/air/kb/air-2-0-auto-update.html

    Chris
    Sky Poker Technical Team
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  • MrWh1teMrWh1te
    edited September 2016
    I have been getting the update pop up for a couple of days now.  I have been ignoring it because of getting home from work late and needing to get onto the client quick to get into the games I play.

    Tonight I got in from work early, so managed to update.

    Then came here.

    Oh man!
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  • uncle0nionuncle0nion
    edited September 2016
    so you planning to compensate? I multitabled last night and it kept shutting down.

    this has happened a couple of other times over the last week.

    I do manage to reload but sometimes the game has been beyond clawing back.

    where do I direct this issue?
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  • unknown_usernameunknown_username
    edited September 2016
    Hi UC,


    I dont think any forum admins can authorise any refunds, but the CC people are pretty helpful and the tunes they play whilst your on hold are worth listening to whilst they look up your details.
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  • ajmiltonajmilton
    edited September 2016
    i'm using version 23 
    no problems so far 
    been using it for a week or so 

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  • walesboywalesboy
    edited September 2016
    being using v23
    horrendous delays
    even lost a my cash on a table when it remembered a "bet" from a while back when it should have been a fold
    removed it now
    will try tomorrow as annoyed at present!
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  • Tikay10Tikay10
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    so you planning to compensate? I multitabled last night and it kept shutting down. this has happened a couple of other times over the last week. I do manage to reload but sometimes the game has been beyond clawing back. where do I direct this issue?
    Posted by uncle0nion
    Hi Mr Uncle,

    As mumsie notes, try Customer Care.
     
    There is no "compensation" in the legal sense - the T & C's state quite clearly (in common with every Online Poker Site) that the Business do not accept responsibility when these unfortunate situations arise.
     
    However, they are usually very good with gestures of goodwill in such cases, if approached in the right way.
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  • AposterAposter
    edited September 2016
    I suspect that downgrading will cause issues with other software I use which requires the current version of Adobe Air.  

    So, do you have a timeframe on a real fix?  
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  • Tikay10Tikay10
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    I suspect that downgrading will cause issues with other software I use which requires the current version of Adobe Air.  So, do you have a timeframe on a real fix?  
    Posted by Aposter
    Hi,

    I can't answer that, sorry, but Sam will be back in the Office tomorrow, & he may have a better idea.

    They ARE addressing it urgently, I know that - but really, it's not possible to give a clear answer as the problem is proving quite troublesome to resolve, & in truth, nobody knows that answer.
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  • GrumpusLOLGrumpusLOL
    edited September 2016
    5 days on and still not sorted, this is despicable.
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  • unknown_usernameunknown_username
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    5 days on and still not sorted, this is despicable.
    Posted by GrumpusLOL
    bit strong that m8 , why not play on other sites while sky try to fix the problem and come back in a few days or a week
    i,ve had no problems at all and i,ve got the new adobe version
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  • DonttelmumDonttelmum
    edited September 2016
    In Response to Re: Current Issue with the Download Client:
    In Response to Re: Current Issue with the Download Client : Hi, I can't answer that, sorry, but Sam will be back in the Office tomorrow, & he may have a better idea. They ARE addressing it urgently, I know that - but really, it's not possible to give a clear answer as the problem is proving quite troublesome to resolve, & in truth, nobody knows that answer.
    Posted by Tikay10
    Sams not been in the office?  Surely this isn't true.
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