Recently I encounted a tech issue at Golden Lounge and 32Red of not being able to access the pages under My Account. Frontline CS made a few suggestions, none of which worked. I emailed Pat H and asked for his help in setting me up with someone more technical. I was contacted by the excellent Steve R, Player Support Team Leader. Not only did he provide a solution, he included a nice little PDF with extremely clear instructions.
It was indeed my end, and I would have NEVER found this solution on my own I think. Rather than leave me to to flounder,or abandon my account (which I've done other places where I've had tech issues that were not resolved), they solved it quickly and simply. Had it not been the first fix, I'm sure they would have supplied further help.
Thanks Steve, Pat, and the other CS members which did their best to help me.
I have seen this sometimes, along with many other problems. If they have written this up into a neat PDF, it would be well worth sharing, and not only here, but somewhere on 32Red's site also. As well as solving this issue, it would offer insight into diagnosing the many other issues that plague MGS that are always "our end", but there are no reasons for it to be "our end", nor solutions offered.
One thorny problem is the random disconnects when there is obviously nothing wrong with the internet connection in general, and other casinos run fine. In particular, the disconnects from MPV where even a few seconds can make all the difference because of how poor time allowed and coins given are matched up.
I have looked into many issues myself, but prioritize those that directly affect me. I have more or less given up investigating MPV, I just don't bother much with it any longer. I just try it a few times a year just to see if MGS, Virgin Media, or even Microsoft, have managed to introduce an update that has managed to fix things.
To REALLY get to grips with these problems would require the disassembly of the Viper client, and some pretty hi-tech real time diagnostics and packet sniffing. I fail to see why MGS are not taking a more proactive role in dealing with these issues and bugs as they surely don't want the freelance troubleshooting industry taking apart their software in order to trace what is going wrong at "our end", which is how they will tackle it.
Currently, it seems mostly to be "your end, your problem".
MGS do at least have the benefit of knowing every detail of the source code, and would be far better placed to discover exactly which type of "our end" is causing the problem, and suggest simple diagnostics and tests that would probably fix the issue without the need for us to fully understand what it was, nor how it interacted with the client software to produce the problems.
So far, all we have got is "disable your firewall and anti-virus, clear your cache, and make sure you have the latest Flash player". There is nothing suggested beyond this, other than that it is "definitely a problem at our end", and up to us to fix it.
The last time I really dug deep into a Viper client problem, I discovered it was THEIR end after all. 32Red were very helpful when it came to pursuing the investigation, and were my corridor to MGS when I traced what was going wrong, along with an instant but "dirty" fix that would get players' clients up and running right away.
I didn't go as far as reverse engineering the client, but it did involve a thorough analysis of the underlying folder structure of a Viper client, and the contents of a few key configuration and update control files, which is where I found the fault lay.
Because of this, I don't tend to accept any of this "the problem's your end" without a fight, unless it can be demonstrated what the problem at my end is, and how it might be solved.
(perish the thought lol)
