Technical problems with Viper?

I'm seeing and hearing more and more reports of technical problems with the new Viper software from Microgaming.

From not being able to install additional games after the initial install of the casino, to not being able to install the casino at all, it seems these probs are affecting everything from Win98 to XP on brand new computers. :-?

If you've had a prob, please list it here with as much detail as possible and your computer's technical specifications. If you figured out how to fix it, please list that also.

Thanks!!

I have windows 2000 Pro, 512mb Ram, 1.5 ghz amd thunderbird processor. I have the most current service pack for win2k installed.

I have noticed adding games to be a problem, but my remedy has been to exit the casino and then to re-start the casino and log in. Once I do that, the games install fine.

This only happens when the program is newly installed and run for the first time. The games that are pre-installed are fine. Then when I go to add a new game there is no progress.

I hope this helps:)

I have also noticed that some of the casinos with the viper software run a little slow. With my system and my cable connection this should not be a problem. I must admit that Viper is not as smooth running as I expected, but that's only about 50% of the time, well, maybe less. I still think it awesome and truly most of the time it's fine :D

I haven't had a prob with it myself, but I *have* noticed that it really saps my resources when I'm running it, and I have the same specs as you, except XPHome and an Athlon 1.8ghz processor.

I was on the phone with Steve the other day and he was having probs with it on a computer that's not even 6 mos old yet.

And another friend posted about some probs with it at WOL a few weeks ago.

And a couple of webmasters here have had probs with it. I'd like to get a lot of these in one place so we can see if there's a common denominator.

This topic is a very good idea!!!

That's the only true way to get to the bottom of it.

It really is beautiful sofware!

Microgaming should run some sort of research project and reward players for giving them some honest answers on how the viper software runs for them. For the players that don't know the tech specs of their computer, Microgaming could have a script on their site that inspects the computer for only the specs and only with valid permission of the player. This way they can find out where the incompatibilities are happening

Thanks to Cindy for starting the thread.

I recently got a new machine with Windows XP Home Edition. I can download both the Viper and the old software, and run any game that comes with the download package. I CANNOT install ANY of the games that are NOT in the initial package. Since some initial packages come with blackjack pre-installed, I'm OK for that game but no others apart from one or two crappy slots. Some, like Lucky Nugget, do not have ANY games in the initial download, so I'm completely stuck.

Of course, flash is always available, but that's a rotten solution.

I've tried uninstalling, switching off all firewalls and other protective functions in Norton and then re-downloading everything from scratch - no good. I've had a suggestion to re-install Windows XP and start again from scratch, but I don't have the computer competence to risk an operation like that.

Any help appreciated. Also, in my specific case, if anyone in my reasonably recent vicinity - southern England - has the know-how to get to the bottom of this, or knows anyone so qualified and conveniently geographically situated, please let me know.

Fee negotiable. :D

:LOL: :LOL: Hey Caruso!! :)

I'm glad you saw my message at WOL and thanks for posting. :ok: Hopefully we'll find a solution.

Well then....this is starting to look like a serious problem.....

What EXACTLY are the properties doing about it?

I guess I'll have to set up a box for some testing...Does anyone have a clue as to which OS has the most problems? What I will probably do is create a ghost image of an install on a cd so I can get back to a fresh install very quickly, and insure the registry is clean of previous installs.

I will probably not be able to get to this for a few days, but would definately like to see detailed reports of what people have tried etc, so that we are not all trying the same things over and over, and anyone that is working on this problem, be sure to keep notes as I can attest to the fact if you don't and suddenly it starts working....something you tend to forget what you last did to make it work....especially if it's the 12th or 47th thing you've tried...(this usually coincides with 4AM as well) :)

Is this possibly a new issue? Maybe it is related to a recent patch from Microsoft that changed a dll that the Viper software doesn't like.

And while were at it, let's get a Software rep in here to view and help in this project....

Rick
Universal4

Hi there!

One of the reasons you may not be able to download the games is because your connection to the download server is timing out or deemed unreachable when you first load the software. This is easily fixed by restarting the software as in Techwomans case.

The main cause of the games being greyed out or not being available for download is ports 1990 through 2002 must be open for the connection to the download server to be made. I believe the registration server also connects on these ports. Even if you do not have a firewall your ISP may be blocking this traffic of through one of their proxy servers.

For those of you that are having issues with the speed of the software the only tweakable option is to turn off the sound. This will dramatically increase the speed of the games on low end systems and will stop the "Lagging" effect you can sometimes experience when sound files are started. This is nothing unusual just your system loading up the sound files into memory.

If you are still having problems downloading the software our only client currently using "Viper" has a full download link that you can grab all the games in one hit. Some players find this preferrable. I would post the link but I do not want to seem like I am promoting it in anyway.

If you wish to download the full version of GoldenReef Viper software please contact support@goldenreefcasino.com or use the live chat facility located on the public website.

Hope this helps!

Ross Temby
Affiliate Consultant
Casino Profit Share

If it's a port issue, then the SOFTWARE will have to use a different port.

It's an unreasonable request to have to start going to ISP's for a fix.

Can we verify if this is actually what is taking place?

Rick
Universal4

I agree with Rick.
If this is a port issue, you can also expect it to give troubles with XP and it's built-in firewall.

Hi Ross,

For what it is worth...

When a new player downloads a casino he / she already has to go through all kind of hoops to be able to deposit some money into his / her account. This could already put them off of gambling.

Now you tell us that they might have to either fiddle around with their computer to get the software working or they have to contact their ISP to remove a block from a certain port.

What you (well more likely MicroGaming) has to keep in mind is that many players might not have the technical knowledge to do these things.

If I was one of those players I think I would hit the uninstall button (and believe me, there are users out there that would not even know how to do that).

If we are lucky the player moves on to another casino and downloads it... but he / she might also never come back again... or at least not to our website because we forwarded them to (in their eyes) either faulty or difficult to install software.

I think this is a serious issue that MicroGaming will have to work out somehow. The download of software, installation and download of additional games should be as easy as possible and certainly there should not be any technical stuff involved as blocked ports etc.

Hey Ross!! Thanks for your input there!! :praise: That alone shed some light on this.

Maybe you can get MGS Technical here to help out with this? The other posters are right in that we can never assume that players will know how to do any of this - hell, I consider myself advanced, and I don't even know what you all are talking about with the ports. :oops:

This issue affects all of us and with the increase of Viper upgrades, this could become a very serious issue soon.

Uhhhh...

I have to disagree on one point!!

It's "ALREADY" a serious issue. This software should not have been released without testing... (please pardon the way I will make the next statement)

If Joe Stupid can not install and run this software...download additional games....and easily deposit....then

IT AINT READY!!!

ok...ok I know at this point we have to hold Joe's hand and guide him through the process of making a deposit.....but isn't that enough of a hurdle that we don't need install problems to go with that?

Viper has definately been out long enough that this issue should have a FEW resolutions already being looked at let alone in the final testing stages.

Rick Stupid (Joe is my client and comes in my shop every single day)
Universal4 someday not Stupid!!

Can we call them "Joe PUBLIC"? :-? ;)

FWIW - I know several people who run XP who've never had a problem.

I agree that there are many out there who have NO tech knowledge who should NOT be required to so have to be able to handle this stuff. I am living proof. Dostoyevsky made a great contribution to the annals of gambling - would HE be expected to handle all this gobledeegook if he re-materialized today??? People give me what they deem as "simple" advice, unaware that what for them was an everyday part of their educational upbringing is complete GIBBERISH to me. I didn't do computers at school, end of story.

I shouldn't have to be able to read binary code in lesser-spotted greek to be able to run Microgaming software. For the purposes of this discussion, please regard me as a blundering idiot.

CPS said: "The main cause of the games being greyed out or not being available for download is ports 1990 through 2002 must be open for the connection to the download server to be made. I believe the registration server also connects on these ports. Even if you do not have a firewall your ISP may be blocking this traffic of through one of their proxy servers."

That certainly sounds great. if I had a clue what it meant, or how to fix it, it'd even be useful.

One other note: I mentioned this to a Fortune Lounge CSR; he told me that the ONLY way to fix the problem of installing "greyed out" games with OS Windows XP was to manually install the game files. This had been determined by their own "expert". I tried to do this - install the JOB game files he Emailed me - to no avail, other than the download actually started, then stopped, I got "cannot connect..." blah-di-blah, and the game re-"greyed out". This all in direct contradiction to those people I know who've told me they've run XP for ages without a problem.

Another point: ALL MG software, old and new, but MAINLY Viper, is much more "unstable" on my new machine than on the old one. In order to get 7 Sultans and Royal Vegas up (both viper), I usually have to have four, five or six attempts at starting it. Since I canNOT attempt a re-start directly after doing a control/alt/delete to get the loading screen out the way after the previous attempt (because the damn thing just sits there, "connecting" but in reality doing nothing whatsoever) I have to log myself off my desktop and re-logon. It'll usually loads quickly on the five or so attempt.

I repeat: NO other software gives me any problems or behaves in any way differently on my new XP machine than my old '98 one.

Caruso,

I would never call you a blundering idiot...I would only call you an end user who is being extremely honest.

If there is a problem with this software running on Windows XP...it's NOT an OS issue....the software needs to be fixed!!

Rick
Universal4