Quick Update on Software Issues
Wednesday, December 31, 2008 - COO
Hi Everyone,
Here is a quick update on the recent software issues.
Please note that all players were refunded for these problems and the software has been fixed.
Tournament #2120428
A player IYKISA was playing a tournament on December 20th, 2008.
IYKISA’s chip count was reset twice during this tournament because of a software malfunction involving satellites.
First his chip count was reset from 2970 to 3000 when he won the first satellite (TID 2120487), gaining 30 tournament chips.
When he won the second satellite (TID 2120480) his chips were reset from 3720 to 3000, losing 720 tournament chips.
Both “resets” account for 690 tourney chips disappearing from the tables, meaning the winner standing up with 269,310 instead of the expected 270,000.
Ring Game’s #1162170993 and #1136089263
I also wanted to share the additional information I have regarding the malfunction with a hand involving Phil Hellmuth’s (#1162170993) on December 20th and another incorrect payout on December 2nd in Hand #1136089263.
I am still reviewing these investigations with our software department but it appears that the malfunction with hand #1162170993 occurred because of new software code released on December 10, 2008. In this software release, new functionality was added to our platform that removed players from heads up tables if they were inactive at the table for a lengthy amount of time. We believe that a problem with this new functionality was the cause of the malfunction.
Currently, my understanding of the incorrect payout involving hand #1136089263, is that the root cause of this issue related to the transferring of players from one of our game servers to another. At the time of this hand our software department transferred players to another game server while fixing a load issue, shortly after we launched the CEREUS platform.
We take these software issues extremely seriously and I will post more details about them soon.
Paul Leggett
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January 1st, 2009 at 12:02 pm
Paul,
Thanks for continuing to provide information.
There are some customer service issues I would like to make you aware of. Would it be possible for you to provide me with an email address of someone UB who could give me some straight answers to some questions?
Mark (iykisa)
January 1st, 2009 at 5:33 pm
Paul,
Earlier I left a comment in this thread, but now it’s gone.
Why?
Mark
January 2nd, 2009 at 5:38 am
Hi Paul
I see you’re now looking at hand #1136089263. This seems to be the first time you’ve mentioned this even though previously you were saying you had reviewed all hands from Dec/Nov and that the Hellmuth hand was the first and only case.
Will we also see you address that fact that Hellmuth now claims that he’s experienced up to 100 previous incorrectly shipped pots online. Surely since he’s been endorsing UB for years some of these must have occured here? I think it’s a cause for concern that he has made this staggering claim and nobody at UB has come forward to address it.
Gary
January 5th, 2009 at 9:24 am
Thanks for being so open about all this Paul, it’s comforting to know that UB is up front and honest about the little mistakes that inevitably occur from time to time. Happy new year.
January 7th, 2009 at 9:57 am
My previous comment, January 5th, was completely tongue in cheek and just an attempt to see if I could get anything past the censors on this site. Several previous attempts to post legitimate, important questions have been ignored.
January 7th, 2009 at 2:48 pm
This is such a joke. Ask a programmer and they will concur. I have disconnnected myself purposely after seeing my all-in bluff doomed to fail.(no there wasn’t all-in protection) Only to log back in and realize I had won the hand by catching on the river. The chips were there. They didn’t mysteriously end up in Phils Bankroll. Or any other players for that matter. What happened to FULL DISCLOSURE????????????????
January 7th, 2009 at 4:18 pm
Do you know the guy who posted the message previous to mine is braggingon 2 + 2 how he posted a comment prior to the 9:24am one requesting full disclosure and an investigation. It was promptly taken down. So then he put the one you see as a joke.(”Thanks for being so open about all this Paul, it’s comforting to know that UB is up front and honest about the little mistakes that inevitably occur from time to time. Happy new year.”) To see if that got taken down as well. Now he’s telling everyone you allow complimentary comments only. Guess your not critical of compliments, only criticism. If you were gullable enough to believe that comment from 9:24am, its no wonder you can’t catch ALL of the cheaters. Now you won’t allow this one.
January 7th, 2009 at 4:21 pm
yes, Gary was actually the same guy as Mark. Now you gonna take Gary’s comments down too.????????????????????????????
January 7th, 2009 at 7:34 pm
Gary,
The issues you raised have been passed along to our management team and are being looked at.
January 7th, 2009 at 7:43 pm
Hi ace_a_death,
I am not sure I really understand your first post. I would be glad to pass along your question to our Customer Support team once I have an understanding of what you are trying to say.
Thanks also for pointing out the fact an issue was raised on the 2+2 forum.
Good luck!
January 7th, 2009 at 9:13 pm
who cares.its all a big joke and will come out soon enough.
January 9th, 2009 at 11:22 am
Hi Gary,
Paul has made a formal post surrounding your inquiry to hand #1136089263. We appreciate your patience while we looked into this issue as we wanted to give a full, detailed response.
http://blog.ultimatebet.com/2009/01/december-software-issues/