Problems recently with hand grabber

Support for the Ignition, Bovada and Bodog Hand Grabber

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Re: Problems recently with hand grabber

Postby that99thguy » Wed Aug 23, 2023 6:27 pm

Does anyone else happen to notice this hand history error while the PT hand grabber issue is occurring (ie.- not grabbing hands)?
Attachments
no.cxn.png
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Re: Problems recently with hand grabber

Postby napes99 » Wed Aug 23, 2023 7:26 pm

It's been working intermittently for me... Didn't have any issues at all until a couple of days ago, but has sometimes worked. Worked this morning, not working now.

Sometimes I'll click "start getting hands" and I'll get a warning that it won't get hands for rooms I have open... but it won't get hands for new rooms after I get this warning and start them.
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Re: Problems recently with hand grabber

Postby dracki » Thu Aug 24, 2023 1:52 am

Ridiculous that its taking this long for a fix. Such terrible customer service, does PT even care that it's not working? Doesn't really seem like it....
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Re: Problems recently with hand grabber

Postby Flag_Hippo » Thu Aug 24, 2023 6:00 am

The development team are still working on this and while I don't know when a fix will be available a member of the managment team should be providing an update on this issue with the Hand Grabber later today.
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Re: Problems recently with hand grabber

Postby APerfect10 » Thu Aug 24, 2023 7:11 am

August 24, 2023 Update
We are aware that the recent Ignition/Bovada/Bodog update has caused the Ignition Hand Grabber to either no longer function or function intermittently. Resolving this issue is our number one priority. While we have made good progress towards a solution, we do not have a fix available yet. We hope and expect a fix to be available very soon!

Compensation
If you are having trouble with the Ignition Hand Grabber due to these recent updates, please contact support and we will extend your license, free of charge, for much longer than the amount of time the software was not functioning properly.

Back Story
We sincerely apologize for the amount of time it has taken to get a fix pushed out. As I mentioned, it is currently our number one priority to resolve. The Ignition Hand Grabber requires very advanced programming techniques that only a small number of developers have the knowledge to do that work. August is the month that many people want to take vacations and typically that works great since this is typically our slowest part of the year. Unfortunately, as soon as our lead Ignition Hand Grabber developer left for vacation is when Ignition pushed out an update. We had no one left on staff who had the knowledge or tools available to properly troubleshoot and fix the issue.

We have all been back in the office for a few days now and working on a fix has been our number one priority. We'll get a fix pushed out ASAP!

In the future, we are going to make sure that at least one developer is available at all times with the knowledge and tools available to fix Ignition Hand Grabber issues so that we do not ever experience such a long down time again.

I sincerely apologize for the delay and appreciate your patience and understanding.

Best regards,

Derek
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Re: Problems recently with hand grabber

Postby Gr8tFatness » Thu Aug 24, 2023 11:40 am

Same issue happening for the last several days. It works, then it stops working. Maybe if I shut everything down and restart it might work again. Or not. Super frustrating.
Just saw the note from Derek. Appreciate that you're working on this thank you.
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Re: Problems recently with hand grabber

Postby Fatto » Thu Aug 24, 2023 4:49 pm

I have the same problem since few weeks. At first it worked intermittently, now it doesn't work anymore. I hope you find a solution as soon as possible
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Re: Problems recently with hand grabber

Postby ConorKelly30 » Thu Aug 24, 2023 5:47 pm

APerfect10 wrote:August 24, 2023 Update
We are aware that the recent Ignition/Bovada/Bodog update has caused the Ignition Hand Grabber to either no longer function or function intermittently. Resolving this issue is our number one priority. While we have made good progress towards a solution, we do not have a fix available yet. We hope and expect a fix to be available very soon!

Compensation
If you are having trouble with the Ignition Hand Grabber due to these recent updates, please contact support and we will extend your license, free of charge, for much longer than the amount of time the software was not functioning properly.

Back Story
We sincerely apologize for the amount of time it has taken to get a fix pushed out. As I mentioned, it is currently our number one priority to resolve. The Ignition Hand Grabber requires very advanced programming techniques that only a small number of developers have the knowledge to do that work. August is the month that many people want to take vacations and typically that works great since this is typically our slowest part of the year. Unfortunately, as soon as our lead Ignition Hand Grabber developer left for vacation is when Ignition pushed out an update. We had no one left on staff who had the knowledge or tools available to properly troubleshoot and fix the issue.

We have all been back in the office for a few days now and working on a fix has been our number one priority. We'll get a fix pushed out ASAP!

In the future, we are going to make sure that at least one developer is available at all times with the knowledge and tools available to fix Ignition Hand Grabber issues so that we do not ever experience such a long down time again.

I sincerely apologize for the delay and appreciate your patience and understanding.

Best regards,

Derek


That dude who took the vacation is going to read this and immediately demand a raise :P
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Re: Problems recently with hand grabber

Postby LuckyFlush » Fri Aug 25, 2023 12:40 am

It's good to hear that I am not the only one experiencing this.
To be honest, I've been having minor issues for a few weeks. Some hands would simply not be grabbed, and they were usually big winning hands too :lol:

I'll use this as a time to improve my table awareness without using a HUD. Good practice for live games.
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Re: Problems recently with hand grabber

Postby napes99 » Fri Aug 25, 2023 2:08 am

Now it's working consistently for me... but only on the first table I start.

Derek, respectfully, compensating us with credits *only* for the days we've had issues is not satisfactory.
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