"Half-disconnected" issue

Poker Poker Chat
#21

Hi davy and All… this is just as i thought, it has not just been happening to me, but I am one who took the time (brutal amounts of time at times) to start chatting and bring to Ignition’s attention and try to troubleshoot. And after “fighting and arguing” about it not being on my end (because of the astronomical odds due to the # of combinations of devices and connections in which this has occurred), i told them that it is absolutely on your end and maybe its happening to a lot of players, but I am one who just got to a point where I couldnt take it anymore and decided to “deal with it”. After a stream of 30 emails back n forth, I was told it was escalated to IT. Then, I had some troubleshooting info which I discovered and wanted to pass along to IT which could help troubleshoot by isolate the issue, and was “blown off” 3x emailing it asking simply asking to have that info which i documented passed on to IT. Thats when I started asking if this is already a known issue and just NOT BEING ACKNOWLEDGED. I love playing poker on Ignition, but lately I have started playing on another site most of the time DUE TO THIS AWFUL and FRUSTRATING ISSUE. Let alone the fact I, like many other player$ are now paying rakes/fees on other sites AND constantly being blocked from registering for poker games/tournaments on Ignition, I would think that the losses (potential revenue) have piled up into the 5 figures category, let alone the dozens of free tix given due to the issue (I have probably gotten 20 myself in the last month).

So my question is:

WHEN will Ignition send a message out to all players ACKNOWLEDGING the issue AND not just telling us that it is being worked on, but actually investing in the resources to fix the problem?

It would seem like a no-brainer in the “do the right thing” department and in the best interests of Ignition. Insulting us with the cookies and cache and incognito or whatever stuff (denial mode) is old and not a good look, especially now that it is all out in the open.

I hope Ignition does the right thing. It would gain a lot more respect and set itself up for a good future if the denial and not acknowledging the issue stopped already and Ignition owned it and action was taken.

Regards,
David

#22

Can you clarify when this was, as we don’t see any escalation that was sent out in relation to this from CS’s end. We see something that was escalated in relation to a balance issue with your being off by a cent that is being looked into. However, the above items are not escalated that I’m seeing as no one really responded to our questions or asking for more info.

Again this isn’t something that has been proven to be on our end so stating an apology would surely be a bit getting ahead of ourselves. In fact, in most cases when we’ve in the past escalated small scale or isolated connection issues like this it is almost always found to be related to latency on the players end. We have found issues in the past in cases like this on our end as well, but they are usually spotted pretty easily when a large scale of players are experiencing them all at once.

This also includes in the past escalating multi table connection issues. Just because you are able to join one table does not mean that another table or the software could not be suffering from latency or having connection issues. In fact the usage of other tables would probably contribute to other tables having latency issues or being more difficult to connect to another as your usage increases. I would recommend simply searching what causes latency, to see how easily this can affect any connection, especially in a case where you’re playing a game.

Note that even in the above there is only actually 3-4 players sharing the issue as well. Many of the items above are actually not related to our Poker software or games. This is not something that necessarily confirms an issue isn’t isolated over a long period of time, and the error message is just one that is provided when suffering from disconnection issues.

To clarify I am not stating that it is impossible that this is on our end or that it might not be a problem, the point being that it certainly isn’t confirmed by any means. The easiest way to track this going forward is to provide the following the next time this happens:

Time and Date of the incident (ET):
Description of the issue:
Games Effected:
Browser(s) used:
Operating System (OS):
Internet Service Provider (ISP):
Have you done the following:
• Clear cache and cookies:
• Try another browser:
• Reinstalled the poker client since these issues?
• Used Google Chrome in Incognito Mode
• Are you currently using any HUD’s or Third Party Poker software?

Any screenshots of the error preferably with a timestamp helps as well. If using the mobile version using F12 and showing us your console helps as well.

With enough information we can then escalate and look into it.

#23

I have given that info several times to you all. It is in the first posting in this topic. But the fact that once I posted this out there in the forum and several players confirmed they are having the same issue should be enough evidence to strongly confirm that the issue isnt player dependent.
If you want exact times in which it has occurred, then use 9/20/22 at 12:50am and 12:56am. I have screnshots from those times and will attach.
Also if I am being told that my issue wasnt escalated, and i have messages to the contrary, then thats an issue, too, and it would seem that the reason being that it is already a known issue.
What more info are you asking for?
I have already troubleshot and had this issue occur on about 6 devices connected in dozens of ways from hard wired ethernet to my router to Dunkin Donuts wifi to many household’s wifi using poker software on Windows, Incognitos, Chrome, with caches cleared, software reinstalled, etc etc.
I am extremely confident that if you all sent a survey out ssking if this issue is occurring with them, i wouldnt have to keep typing this stuff. You would be convinced THEN.

Food for thought: Is it just a coincidence that this has been occurring since the attacks on Ignition’s system a couple months ago?

In the meantime, let me know if you need more info, as we all lose potential $$ waiting for a solution.

Regards,
David

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#24

I want to add that i see im being asked the date and time of incident. This occurs constantly intermittently and frequently during the day. I probably experience it about 10 times a day now that i am not on the site much. When i was playing hours a day on the site, it was occurring a lot more than just 10x a day. Its not really some isolated issue which occurred at a specific time, its constantly happening.

#25

Might as well just give up. You can play 30 tables on other sites just fine, ignition and sister sites won’t fix this stuff. Issues that were going on in 2019 are still on going.

They need to find another software/ backend Coder company and start from scratch, but they won’t.

#26

This happens literally every day on mobile site. It’s gotten ridiculous. They will tell you to clear your cache, change browsers, try incognito mode. Pretty much every thing but admit there’s a problem with their site. How come we can all experience the same issues daily but then not recognize it’s their servers that are the issue. Between the constant disconnections, slots being extremely tight and decreasing rewards I think it’s time to really start taking my money elsewhere. Clearly me and everyone else that continues to play are moronic degenerates lol

#27

As a fellow moronic degenerate, closed my twitter account, disabled my coinbase account. Sometimes enough is enough. Moving on to other hobbies and land-based casinos.

#28

This is a reply to Bianca (from my similar thread… i had issues repyling to it)

Hi Biance, thx for the reply. I have had 3 or 4 moderators now replying to me in re to the same issue, and I wonder if you all kinda check out the Forum before replying or whether you simply see just my post and its your turn to reply to the posts?!?

You should stand corrected: Unfortunately, Ignition isn’t recognizing, or acknowledging, that the problem IS on their end.

I have documented plenty and many players have now been confirming the same issue. In addition, I asked in the Forum if anyone ISN’T HAVING THIS ISSUE and it’s been quiet. You will also hear that this has been happening circa the attacks on Igniton’s system. When was that… I’m guessing 10-13 weeks ago?!?

I usually “just deal with it”, but I got to the point of it being so awful and frustrating dealing with Ignition’s site with these “black clouds” arising “constantly frequently and intermittently”, that I felt it was worth the time to bring it to you all’s attention. I knew I could be getting into hours and hours of (brutal) chat, troubleshooting etc but I love playing on the site and I had had it with “just dealing with it”.

You should read my other recent posts and, if the team wants to look at this a little more seriously, I would be happy to give troubleshooting info/documentation to help isolate/solve the problem. This was supposed to have been escalated to IT a week or 2 ago. I doubt that really happened. I also really doubt that, by now, Ignition isnt aware, at some level, that this is going on.

I just read through the Forum more and see now that other’s have ATTEMPTED to bring this to some serious attention, and have gotten the same reply, “We don’t see an issue with our servers”. YEAH, WE ALL KNOW THAT. So HELLO, dig a little deeper to find the issue and solve it!

I’m here if you all need me, otherwise, Im done with wasting time silly stupid.

Regards,
David

1 Like
#29

Please explain to me how it could have changed on my end when i’ve had the same exact ISP and data plan for years and never really had any issues, that is until the ddos attacks happened anyways. Then all of the sudden i cant play more than 1 Jsng in a row without running into this issue. These disconnections now are happening once or twice in a 10 minute span and its around the clock, meaning it happens all hours of the day and not just some specific time. It is absolutely mind blowing that we are having to try so hard to convince you all that there is a problem. I’ve provided all the info i can, from screenshots to screen recordings to tournament numbers and everything inbetween. I mean I’d even be willing to let someone in your I.T. dept remotely log on to my tablet and watch me play for a few minutes to see what happening in real time. Idk if that would even be possible or show you all anything that would help. I just want a solution to the problem and im positive that there is nothing more that i can do to remedy this. Why do we have to keep fighting to pay your guy’s salaries day in and day out? Help us help you

#31

Time and Date of the incident (ET):
Description of the issue:
Games Effected:
Browser(s) used:
Operating System (OS):
Internet Service Provider (ISP):
Have you done the following:
• Clear cache and cookies:
• Try another browser:
• Reinstalled the poker client since these issues?
• Used Google Chrome in Incognito Mode
• Are you currently using any HUD’s or Third Party Poker software?

It happens a few hundred times a day. But here are a few specific times when the black cloud has been overhead:

Best description would be “half-disconnected”. if i am already playing at a table when the black cloud comes overhead, i can come and go freely to my table with no issues AS LONG AS I STAY IN THE POKER LOBBY, but I cant register for anything else, I just get the “Unable to connect…” message when i try to do so. This “black cloud” comes and goes hundreds of times a day, and could hang overhead for a min or 10 mins, its random. It happens “constantly, frequently, and intermittently”

Keep in mind: That is just one way in which the “black cloud” affects the site’s functionality. I can give details of other ways it affects and what happens in those scenarios.

As far as games affected: It affects the whole poker lobby, its not game specific.

As far as browser, OS, and ISP are concerned, it’s really irrelevant. This has occurred on 7 different devices connected in dozens of locations w wifi, with 2 different cellular networks (ATT and TMobile), and with Xfinity, TMobile, and Verizon FIOS routers at home, hard wired ethernet to my router, caches cleared, cookies cleared, software reinstalled, incognito, poker software, android, Windows, etc. Ive been troubleshooting for the last few weeks, and I can tell you with absolute certainty that THIS IS NOT RELATED TO THE USER’S DEVICE OR CONNECTION.

And I am not using a HUD.

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#32

Moderators and Ignition:
It seems the info which you are asking us for is in re to being disconnected from a table. This constant “black cloud” issue generally doesnt disconnect us from our tables. but is actually kinda the opposite. When it is happening, I can freely go back n forth to my tables (if I stay in the poker lobby). I just can’t register for any other poker games of any type, nor can I view the lobby of any tournament of which I am playing.

This info, coupled with the fact that this issue is not relevant to the user’s device or connection should change the thinking and direction of the info which you are asking of us.

Im just sayin… because having to gather all the info which you are asking for is time consuming and doesnt seem relevant. The ONE thing which is relevant are the TIMES in which the black cloud is overhead so that IT can check the system and all status flags and fields associated with our accounts at that moment to see what is going on.

Im just saying…

#33

Several times in the last sit n go I played , my game could act in a way where I could not play good hands in blind .

It would come back around to me after a raise , but my buttons disappeared, my time bank drops to 0, then it folds me and the ( I’m back ) button pops up no issue . Then I click it and play the next hand . Sometimes I was forces to go all in when the button disappeared and came back after it came back around to me and checked after it went to 0. Then it disappears, then checked so I shoved with two pair . Because I didn’t want a min raise to force fold me when I don’t want to .

This can not be a connection issues on my end because I’m connected to the table . I can click on my other game in playing and make a action when this happens, I can see people check or fold as it comes around to me ,so I’m not disconnected from the game . It makes no sense.

2 Likes
#34

It’s not your connection, i have issues with the jackpot sit and goes. It seems like the player reaction is in time but the game action is far behind. I’ve had people get clock folded after calling a raise before the flop. And after my game i get some error about not being logged in… they’ll say clear cookies/cache blah blah blah but they won’t see an issue on their end so it’s gotta be your connection. I play poker elsewhere and never have a single issue or even a lag, I’ve seen other people have them but not since we got fiber optic years ago

#35

@Quebedeau please provide the tournament id, and we will take a look for you.

#36

Where can u find the tourney ID if the game is over ???

How do I find it

It’s my game I played

Can I get a ticket because I see many many people have this issue .

#37

Is there anything being done about this at all?

#38

If you look in your transactions you should be able to locate the game and advise us which one it is, we will then be able to take a look at it for you.

#39

Nope !

It only says it was a sit n go

No tourney ID under transactions

#40

Can you advise what time this was, and the buy in?

#41

I’m seeing 5 sit and go’s from yesterday.