TROUBLE SHOOTING

The Internet offers a unique opportunity for people around the world to access information anywhere at any time. However it is not a flawless system. Occasionally you will experience slowdowns, network failures, or other events that will affect your online gaming. This is unavoidable. However, our gaming software is designed so that in the event of any loss of information your money will never be lost. Here are some of the most common problems experienced by our customers:

1. I can't download the casino, it stops downloading partway.
2. I downloaded the casino, but it won't install properly.
3. I installed the game but it won't run.
4. I installed the game but it says "experiencing server problems".
5. I can't get past the firewall on my network.
6. I am using AOL and cannot connect.
7. I can't login with my user name and password.
8. The screen flashes black and then disconnects.
9. After I enter my user name and password a message comes up saying "internal error #1" and then the casino shuts down.
10. The server went down for maintenance in the middle of a bet. What happened to my money?
11. The game froze on me and I couldn't get out, I had to reboot. What's up with that?
12. Something happened during my game that wasn't supposed to. You owe me more/less money (we seldom get calls about the latter, but you never know!).

QUESTIONS

1. I can't download the casino, it stops downloading partway.
Make sure when you download that you select "save to disk" rather than "open from current location".

Make sure you have enough free space on your hard drive. You need around six megabytes free to download the casino.

If you are using a modem, it can take up to an hour (at 14.4 kb/s) to download the casino, and if you encounter "net congestion" you may lose your connection. Try again later in the evening or early morning when there is less traffic. You might also want to install a download manager such as NetZip or SmartDownload that can resume an incomplete download instead of having to start over from scratch.


2. I downloaded the casino, but it won't install properly.
Make sure you have enough free space to install the game. The unpacked casino takes up around eight megabytes on your hard drive, and another eight MB is needed for the temporary setup files.

Make sure you are using Windows 95, 98 or NT with Service Pack 3 or later.

There is a chance that the download was incomplete. The file should be around 5 Mb in size. If it is smaller than 4.8 Mb the file is probably missing data. Try downloading it again.


3. I installed the game but it won't run.
If you get a black or flickering screen you may not have DirectX. Our software requires DirectX to function, so if you do not have it you can get it from our website or from www.microsoft.com.


4. I installed the game but it says "experiencing server problems".
Occasionally one or more of our game servers will go off-line temporarily. In this event the game will look for a backup server. This can take up to a minute, so please be patient. It is also possible that the game will be unable to find any servers due to net congestion. Try again in a few minutes, the problem is only temporary.


5. I can't get past the firewall on my network.
Many people connect at work using their network, some of which contain firewalls. Firewalls prevent our software from connecting to our secured servers and the only way to establish the connection is to take down the firewall.


6. I am using AOL and cannot connect.
For AOL users (or any other online services) they must have TCP/IP installed. Contact AOL Customer Service and ask them to install it.


7. I can't login with my user name and password.
Make sure you type your user name and password exactly the same way every time. They are case-sensitive, so use capitals wherever you used them originally.

If you have accounts with more than one online casino, make sure you are using the right account for Cyber Time Games Casino. Your account is specific to the casino you opened it in.

If you made an account in Play for Real it will not work in Play for Fun or vice versa. You must make separate accounts for the two play areas.


8. The screen flashes black and then disconnects.
Remove all .tmp files from your c:\ directory. Use Find to track them all and delete them, unless the system tells you they are program files. If the problem still persists, it may be due to the version of Direct X you have installed on your computer. If you have a version of Direct X below 5.0, upgrading your version of Direct X to Direct X 5 or above should fix the problem.


9. After I enter my user name and password a message comes up saying "internal error #1" and then the casino shuts down.
Try again, if you get the same message your account may have been saved during a game right before a crash or other interruption. Contact Customer Service and they will fix the problem.


10. The server went down for maintenance in the middle of a bet. What happened to my money?
Our online software transmits all data in a two-step process, so no changes are made to your balance until confirmation has been received from both sides. If there is an interruption during a bet your bet is returned and your balance restored.


11. The game froze on me and I couldn't get out, I had to reboot. What's up with that?
Occasionally the game will freeze because it is waiting for information from the server and the connection has been lost. Press Alt-Tab or Alt-Esc to leave the game and re-enter Windows. Then close the minimized game at the bottom of the screen.


12. Something happened during my game that wasn't supposed to. You owe me more/less money (we seldom get calls about the latter, but you never know!).
Take a screen shot of the bet in question: within the game press Alt-Print Screen to capture the image, then exit the game and go into Paint or another image processor. Save the image as a bitmap (.bmp), then call Customer Service. They can take a look at the image and answer any questions you have.

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