ACR Connectivity

[ScooperNova]

I have issues staying connected at ACR regularly. I know this is an issue for some, but not others. From what I see on the interwebs, the majority of players don't experience abnormal connectivity issues.

There are workarounds, like closing your table out and re-opening it from the lobby. The biggest problem here is identifying when you are actually disconnected. When the issue occurs, the table animations go on as normal. Opponents time banks will even run down at times! The majority of the time however, when disconnection occurs, the opponent normal time clock will expire and everything freezes. I am nearly positive this difference is due to whether or not the player chooses auto time bank in preferences, but it still throws you a curve if you are trying to be proactive in re-establishing connection. This makes it appear you are connected when you are not without regard to time banking. I have even discussed it after reconnecting with other players to see what was happening on their screen and verified that they were not timebanking, yet my screen showed that they were. When time and animations continue to occur when you are disconnected, it makes it nearly impossible to close and re-open tables in order to gain connectivity.

Disconnects happen on both ends. Sometimes I'm not sure which end. Sometimes I know it's my fault when my wifi is weak. It's not hard to identify which end it's on however, and at times it is undeniably ACRs server. This happens at ALL poker sites to some extent. The problem on ACR is when you are disconnected, regardless of which end it occurs on, it takes the ACR client forever to reconnect. I mean when I launch an HD video and it begins playing immediatlely, yet the ACR client doesn't function for quite a bit. I won't guess the average time, but it seems excessive.

I wish there was a warning of some sort, within a reasonable time frame of the moment you become disconnected. This would be paramount in helping the vigilant player to stay connected to the game and contributing to rake. Also, some type of "refresh" button on the table would be great. I do click around in the lobby and cashier sometimes, and it seems to help in cases of reconnection. A little help in that area would be great though.

 

[lilpotato]

ISP maybe? I am not saying that there is a problem there but there could be. I can't remember which one but years ago there was a site I played on and they had problems that were related to certain ISP's some players using ISP's that routed traffic through servers in certain locations had connectivity problems while other players using other ISP's had no problems. At least that is what an email addressing the issue from that site said. I use the largest cable provider in central FL and I have had no issues like you mentioned. I have used the software on W10 W8.1 and W7 on different PC's over WIFI and directly connected through a wired connection and in all cases the only problems were ACR problems when the disruption was site wide on their end. I am no computer expert It would be nice to hear from ACR and what they have to say about it.

 

[ACR Rep]

I have issues staying connected at ACR regularly. I know this is an issue for some, but not others. From what I see on the interwebs, the majority of players don't experience abnormal connectivity issues.

There are workarounds, like closing your table out and re-opening it from the lobby. The biggest problem here is identifying when you are actually disconnected. When the issue occurs, the table animations go on as normal. Opponents time banks will even run down at times! The majority of the time however, when disconnection occurs, the opponent normal time clock will expire and everything freezes. I am nearly positive this difference is due to whether or not the player chooses auto time bank in preferences, but it still throws you a curve if you are trying to be proactive in re-establishing connection. This makes it appear you are connected when you are not without regard to time banking. I have even discussed it after reconnecting with other players to see what was happening on their screen and verified that they were not timebanking, yet my screen showed that they were. When time and animations continue to occur when you are disconnected, it makes it nearly impossible to close and re-open tables in order to gain connectivity.

Disconnects happen on both ends. Sometimes I'm not sure which end. Sometimes I know it's my fault when my wifi is weak. It's not hard to identify which end it's on however, and at times it is undeniably ACRs server. This happens at ALL POKER SITES to some extent. The problem on ACR is when you are disconnected, regardless of which end it occurs on, it takes the ACR client forever to reconnect. I mean when I launch an HD video and it begins playing immediatlely, yet the ACR client doesn't function for quite a bit. I won't guess the average time, but it seems excessive.

I wish there was a warning of some sort, within a reasonable time frame of the moment you become disconnected. This would be paramount in helping the vigilant player to stay connected to the game and contributing to rake. Also, some type of "refresh" button on the table would be great. I do click around in the lobby and cashier sometimes, and it seems to help in cases of reconnection. A little help in that area would be great though.

Hey ScooperNova,

Thank you for detailed explaination of the issues you were having. We were experiencing ISP issues so this might be part of a glitch. Please note that I have already sent it to review furthermore assist you with this matter.

Also note that I also escalated your request in regards the disconnection warning and the "refresh" button.

Thank you very much!

Regards

 

[ScooperNova]

Hey ScooperNova,

Thank you for detailed explaination of the issues you were having. We were experiencing ISP issues so this might be part of a glitch. Please note that I have already sent it to review furthermore assist you with this matter.

Also note that I also escalated your request in regards the disconnection warning and the "refresh" button.

Thank you very much!

Regards

Thanks again!

 

[mihamiha1979]

hmm

Disconnects happen on both ends. Sometimes I'm not sure which end. Sometimes I know it's my fault when my wifi is weak. It's not hard to identify which end it's on however, and at times it is undeniably ACRs server. This happens at ALL POKER SITES to some extent.

 

[mariel619]

i think we all have been having issues with them.
especially during the Freebuy series. the worst is when you
actually take the time to play a freeroll and your stack is final table ready
and the tourney fails, then you have to wait around to see if it starts back

 

[ScooperNova]

Disconnects happen on both ends. Sometimes I'm not sure which end. Sometimes I know it's my fault when my wifi is weak. It's not hard to identify which end it's on however, and at times it is undeniably ACRs server. This happens at ALL POKER SITES to some extent.

What is your point or your purpose?

 

[ScooperNova]

The connectivity issues came to a head for me yesterday in the $215 but in $115k GTD. the tournament was unplayable. The DDOS attacks rendered my buy in mostly useless and I suspect I will never see it again. There isn't even any way too tell if the tournament is paused or not. I was disconnected many times before the pausing ever came into play. Being forced to fold hands due to DDOS attacks isn't kosher in my opinion.

This isn't an issue where we all should bear the brunt, but ACR seems to believe we're all in this together. If they get DDOS attacks, they can't help it and we all just have to deal with it. Do our part I guess.

 

[ACR Rep]

The connectivity issues came to a head for me yesterday in the $215 but in $115k GTD. the tournament was unplayable. The DDOS attacks rendered my buy in mostly useless and I suspect I will never see it again. There isn't even any way too tell if the tournament is paused or not. I was disconnected many times before the pausing ever came into play. Being forced to fold hands due to DDOS attacks isn't kosher in my opinion.

This isn't an issue where we all should bear the brunt, but ACR seems to believe we're all in this together. If they get DDOS attacks, they can't help it and we all just have to deal with it. Do our part I guess.

ScooperNova,

We are responsible 100% if the disconnections caused relevant issues in the game play, and we always refund players when the issues disrupts the gameplay in a way that is impossible to lay the tournament properly.

However, this was not yesterday's case. Although DDOS is not something that can be fixed, it can be mitigated, our techinical department worked the fastest as we could to avoid more than a minute of disconnection, time bank disconnections were also present and those covered the downtime.

But we are always glad to be of assistance and check the game play you are inquiring about to see if any refund will apply, you do know that we are here to help, just by asking us we will be more than glad to check on this, would like me to check your account during that tournament to see if qualifies for a refund?

Thank you!

 

[ScooperNova]

ScooperNova,

We are responsible 100% if the disconnections caused relevant issues in the game play, and we always refund players when the issues disrupts the gameplay in a way that is impossible to lay the tournament properly.

However, this was not yesterday's case. Although DDOS is not something that can be fixed, it can be mitigated, our techinical department worked the fastest as we could to avoid more than a minute of disconnection, time bank disconnections were also present and those covered the downtime.

But we are always glad to be of assistance and check the game play you are inquiring about to see if any refund will apply, you do know that we are here to help, just by asking us we will be more than glad to check on this, would like me to check your account during that tournament to see if qualifies for a refund?

Thank you!

Yes of course, that would be appreciated. As i posted earlier I lost many of my chips during a hand I was connected. I did lose out on playing some hands early due to disconnects. Also the uncertainty over what was going on as far as disconnecting and pausing certainly affected my patience. I can't claim it cost me the tournament, but it certainly affected the way the tournament played out and my confidence that I was even going to have an opportunity to finish the tourney out. Thanks for your time.

 

[ACR Rep]

Yes of course, that would be appreciated. As i posted earlier I lost many of my chips during a hand I was connected. I did lose out on playing some hands early due to disconnects. Also the uncertainty over what was going on as far as disconnecting and pausing certainly affected my patience. I can't claim it cost me the tournament, but it certainly affected the way the tournament played out and my confidence that I was even going to have an opportunity to finish the tourney out. Thanks for your time.

I will have a rep to send you an email with the outcome.

Thank you

 

[ACR Rep]

Yes of course, that would be appreciated. As i posted earlier I lost many of my chips during a hand I was connected. I did lose out on playing some hands early due to disconnects. Also the uncertainty over what was going on as far as disconnecting and pausing certainly affected my patience. I can't claim it cost me the tournament, but it certainly affected the way the tournament played out and my confidence that I was even going to have an opportunity to finish the tourney out. Thanks for your time.

Good day ScooperNova,

Although the satellite you were playing at was affected by yesterday's downtime does not show times outs but lagging problems that took seconds.

We have already refunded $8.80 to your account from the tournament in question's buy in as an exception.

Good luck!

 

[ScooperNova]

Good day ScooperNova,

Although the satellite you were playing at was affected by yesterday's downtime does not show times outs but lagging problems that took seconds.

We have already refunded $8.80 to your account from the tournament in question's buy in as an exception.

Good luck!

Well thanks for looking into it but I wasn't playing in a satellite yesterday as you indicated. The problems were happening in the 115K GTD. I did Qualify for it in a satellite that cost $8.80. I saw that was credited to my account and that is something. I'm wondering if there was just some confusion about me satelliting in and the refund amount because you said the satellite was affected by yesterday's downtime. I'm hoping you were actually reviewing the 115K at least, and not the much earlier satty. Thanks for your effort.

 

[BRADYboy2]

I've had some major lagging on ACR, i went all-in and raised a few hands and my clock ran down to about 3 secs before it made the moves, i felt asif i slowrolled someone in a tournie i played as i had KK and snap called and the clock took ages before it finally went in, other players said they where getting the same lag also.

 

[ACR Rep]

I've had some major lagging on ACR, i went all-in and raised a few hands and my clock ran down to about 3 secs before it made the moves, i felt asif i slowrolled someone in a tournie i played as i had KK and snap called and the clock took ages before it finally went in, other players said they where getting the same lag also.

Good day BRADboy2,

In the event of having lagging issues you can send an email to Support@AmericasCardRoom.eu with the tournament information, TID, tournament name, time, hand ID.. We will be more than happy to check on your game play and check if it applies for a refund.

Regards

 

[ScooperNova]

Good day ScooperNova,

Although the satellite you were playing at was affected by yesterday's downtime does not show times outs but lagging problems that took seconds.

We have already refunded $8.80 to your account from the tournament in question's buy in as an exception.

Good luck!

I wasn't playing in a satellite during the "downtime". I was playing in the 115K gtd. I was still seeking clarification. There was also much more than "lagging for seconds" going on.

 

[ScooperNova]

The site is pretty much broken for most people today. Some tables will run and others will not. At one table, only one player could remain connected while everyone else could literally not stay connected long enough to play a hand. This is even when using the close out/reopen technique. I guess it will be ddos attacks again. I love poker, but I'm playing connection bingo.

 

[ACR Rep]

The site is pretty much broken for most people today. Some tables will run and others will not. At one table, only one player could remain connected while everyone else could literally not stay connected long enough to play a hand. This is even when using the close out/reopen technique. I guess it will be ddos attacks again. I love poker, but I'm playing connection bingo.

Thank you for the report!

We are experiencing ISP issues. Please forward your information to the CS department in case you have been affected by a specific tournaments that has not been refunded to check if it applies for a refund.

Regards

 

[ScooperNova]

Thank you for the report!

We are experiencing ISP issues. Please forward your information to the CS department in case you have been affected by a specific tournaments that has not been refunded to check if it applies for a refund.

Regards

I was playing cash games. Are refunds available for those?

 

[BRADYboy2]

I'm still receiving problems, i push my chips in and it runs down my full time and also my extra time before it finally goes in, i don't know what it is but in a big tournie it could cause so many probs if wanted to keep time bank for example for later. etc.

Oops sorry i just noticed you replied to my earlier comment, thanks and i'll let ACR know if it causes any further trouble, thanks for replying ACR rep. ;-)

 

[ACR Rep]

I was playing cash games. Are refunds available for those?

Yes ScooperNova,

All tournaments and cash games affected were refunded as per the T&C. If you have any that was affected I will be more than glad to help and have some of the tournaments guys to review on it.

Regards

 

[ScooperNova]

Yes ScooperNova,

All tournaments and cash games affected were refunded as per the T&C. If you have any that was affected I will be more than glad to help and have some of the tournaments guys to review on it.

Regards

I didn't really keep detailed manual records of every time I was affected in a cash game. I know some of the table names that were affected, but not all. In order to request a review, what information am I responsible for sending you?
I posted a few instances of table names on the Official ACR thread.

 

[ACR Rep]

I didn't really keep detailed manual records of every time I was affected in a cash game. I know some of the table names that were affected, but not all. In order to request a review, what information am I responsible for sending you?
I posted a few instances of table names on the Official ACR thread.

Send me byt PM the name of the tables and the time frame when the lagging problems happened.


Thank you!

 

[ScooperNova]

Send me byt PM the name of the tables and the time frame when the lagging problems happened.


Thank you!

Thanks.

 

[Disaster]

I'm new to that site but I experienced some rather grotesque freezing on sat. Now, I'm running the mac client and I upgraded today so I don't know if that will help yet.