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Connection lost very frequently Technical support

#1 User is offline   sriramb12 

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Posted 2019-April-21, 01:26

I use android smartphone and my connection is good too. I have 4g network . Frequently I lose connection and a few times it lasts for good time. I suspect that some network latency could be triggering this issue. I feel bbo technical support can resolve this. I emailed the team a couple of times but l did not get a satisfactory reply. Please review my login details and resolve the issue

Keep up the good work!
I am ready to work with the team to triage the problem
Thanks again for your help
Sriram
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#2 User is offline   barmar 

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Posted 2019-April-22, 13:26

View Postsriramb12, on 2019-April-21, 01:26, said:

I use android smartphone and my connection is good too. I have 4g network . Frequently I lose connection and a few times it lasts for good time. I suspect that some network latency could be triggering this issue. I feel bbo technical support can resolve this. I emailed the team a couple of times but l did not get a satisfactory reply. Please review my login details and resolve the issue

Try using the new HTML version from a mobile browser. It's a newer version of the mobile client code, and there's some improvement in connection management.

#3 User is offline   pescetom 

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Posted 2019-April-22, 14:49

View Postbarmar, on 2019-April-22, 13:26, said:

Try using the new HTML version from a mobile browser. It's a newer version of the mobile client code, and there's some improvement in connection management.


Today away from home I was playing with the old flash client on a PC while using a smartphone as wifi router. The 4G connnection is excellent for all other uses, but I was still thrown out of a tournament (probably all I had to do was log in quickly to BBO again, but at home this never happens). Had I been using the HTML5 version on PC might I have avoided the problem?
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#4 User is offline   barmar 

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Posted 2019-April-23, 08:40

View Postpescetom, on 2019-April-22, 14:49, said:

Today away from home I was playing with the old flash client on a PC while using a smartphone as wifi router. The 4G connnection is excellent for all other uses, but I was still thrown out of a tournament (probably all I had to do was log in quickly to BBO again, but at home this never happens). Had I been using the HTML5 version on PC might I have avoided the problem?

It's hard to say. They use very different connection methods and completely different server, so something that affects one will usually not affect the other, unless it's just a generally bad connection at your end.

#5 User is offline   croquetfan 

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Posted 2019-May-16, 23:30

since the new BBO came online, my PC loses internet connection frequently while on BBO. This only happens when on BBO. I can watch whole movies, play games etc without a problem, so something in BBO is interfering.
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#6 User is offline   barmar 

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Posted 2019-May-17, 08:08

View Postcroquetfan, on 2019-May-16, 23:30, said:

since the new BBO came online, my PC loses internet connection frequently while on BBO. This only happens when on BBO. I can watch whole movies, play games etc without a problem, so something in BBO is interfering.

I'm not aware of any way that a browser application can cause your Internet to disconnect. I'm not saying this isn't happening to you, but I don't know how we can fix it if we don't know what could be causing it in the first place.

#7 User is offline   croquetfan 

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Posted 2019-May-20, 00:42

It does happen. definitely.
Maybe it happens to others but they are yet to realise it.
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#8 User is offline   croquetfan 

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Posted 2019-June-01, 17:39

well, it seems goodbye BBO. It's been fun.
I just can't continue with internet cutting out every time I log on.
Close BBO window, connection returns. Every time.

I guess the robot dailies and challenges still works but that means logging in several times for 8 hands!
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#9 User is offline   barmar 

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Posted 2019-June-01, 17:55

The only thing I can think of is that you have a buggy modem or router, and it's somehow sensitive to some data pattern that's common in the BBO communications. There really isn't anything we can do about this.

This isn't impossible. Many years ago I worked for an ISP, and one of our customers complained that when they tried do a file transfer it always got stuck at the same place. It turned out to be a bad modem, and when they replaced it everything was fine.

#10 User is offline   croquetfan 

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Posted 2019-June-09, 17:52

thanks
almost new modem hub installed by qualified techs. so there is nothing I can do.
not the end of the world though I have enjoyed BBO for years.
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#11 User is offline   Dwingo 

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Posted 2019-June-09, 20:35

Old Post in the appropriate thread for more visibility.

Mac. Safari. Multiple Tabs Open. New BBO running in one of the Tabs.

When I have some spare time between rounds in a Tournament, I browse content in other Tabs waiting to hear the Sound for Round change or "It's your turn to play". Suddenly I realize that I have been disconnected from BBO.
This has happened quite a few times. Does BBO need a separate Window for it to run?

I had seen this type of problem, in the older web BBO, not this frequently, though usually after prolonged use, say 30mins or so (when multiple tabs are open). Something to the effect of insufficient memory. I had surmised that these maybe because of known Flash issues in Mac.
So, I was looking forward to the non-Flash version. But the problem remains. Now see it more frequently.

Though I don't get the memory notification, I still get disconnected using the new BBO when I keep switching tabs. If I remain in the BBO Tab, I am never disconnected. I have a very stable 75MBps connection. There is no problem with content refreshing in other tabs. So my ISP is not a problem.

Hope this helps in finding the root cause, to fix this stability problem.
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#12 User is offline   barmar 

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Posted 2019-June-10, 09:43

As far as I know, there's little difference between browser tabs and windows, they're just different ways to view the same collection of concurrent pages. Does the problem go away if you use separate windows instead of tabs?

#13 User is online   smerriman 

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Posted 2019-June-10, 15:39

View Postbarmar, on 2019-June-10, 09:43, said:

As far as I know, there's little difference between browser tabs and windows, they're just different ways to view the same collection of concurrent pages. Does the problem go away if you use separate windows instead of tabs?


This may be of use, or this. Not necessarily the workarounds, but perhaps BBO requires a constant connection, and the fact that inactive tabs get suspended/throttled doesn't provide it.

If so, there must be something BBO can do to prevent this (eg think Facebook chat).
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#14 User is offline   barmar 

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Posted 2019-June-12, 08:11

View Postsmerriman, on 2019-June-10, 15:39, said:

This may be of use, or this. Not necessarily the workarounds, but perhaps BBO requires a constant connection, and the fact that inactive tabs get suspended/throttled doesn't provide it.

If so, there must be something BBO can do to prevent this (eg think Facebook chat).

Thanks for finding that, we'll check it out.

We do indeed require that the client send a message to the server every few seconds.

#15 User is offline   barmar 

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Posted 2019-June-13, 09:07

We're not sure what's going on here. We haven't been able to reproduce this ourselves, and our understanding is that Safari isn't supposed to throttle inactive tabs if they use WebSockets, which is how our app communicates with the server. If it happens again, can you let us know the time so we can check our server logs?

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