Bart(UK) Posted February 29, 2016 Share Posted February 29, 2016 This one totally missed me, no communication whatsoever and I'm also on their main PR/announcement distribution list in addition to normal player channels! Tried, can't download, so that's now both Genting & Grosvenor I can't log into. Will try again when I regain the will to live or look to play properly again. avongirl 1 Quote Link to comment Share on other sites More sharing options...
Kevathallam Posted March 1, 2016 Share Posted March 1, 2016 downloaded and installed new software ok ,but balance, points and tickets including a £220 25/25 ticket are missing tried to phone support for 2 hours couldnt through also tried live chat ,no joy there either Quote Link to comment Share on other sites More sharing options...
Kevathallam Posted March 3, 2016 Share Posted March 3, 2016 had a reply to my email ,they say they hope to have the problems resolved within the nexr 10 days . Not impressed Bart(UK) 1 Quote Link to comment Share on other sites More sharing options...
Bart(UK) Posted March 4, 2016 Author Share Posted March 4, 2016 Thanks Kev, appreciate the update. I still can't get it to run at moment, think it's likely a conflict with my old WinXP/IE8 combination (& Win Vista on my old laptop) but not 100% sure as I always just use Firefox. Assume they beta test on current Windows then back-test for previous versions, which kind of makes sense. In terms of tokens, they will have full records and should hopefully migrate those across shortly. If you need to use the token in the interim, I'd just ring ahead to the relevent casino and get them to liaise with Grosvenor Towers, hopefully shouldn't be a problem to get it verified before or on the day (take a printout with you if you've got it just in case). Grosvenor have always been pretty good with those in the past. As not playing much at the moment, I'm happy to wait until either they provide a fix or I finally get around to spec'ing the new pc or laptop I promised myself 3 or 4 years ago Quote Link to comment Share on other sites More sharing options...
andybell666 Posted March 7, 2016 Share Posted March 7, 2016 think I am only just discovering this....tried to log into Grosvenor and wont let me in...do I need to install new software? Quote Link to comment Share on other sites More sharing options...
andybell666 Posted March 7, 2016 Share Posted March 7, 2016 ok....managed to download the new Grosvenor software....obviously my 25/25 ticket was missing so spoke to live support and they have raised a case with the poker team...they should sort I would guess. I am hoping to play the 25/25 in reading this weekend so lets hope it can be sorted in time as some PL have a share I think! Not many players on the Grosvenor only qualifiers so I would guess some good value to be had here for the next couple of days! Managed to log on to Genting fine in its current ipoker state. avongirl 1 Quote Link to comment Share on other sites More sharing options...
Kevathallam Posted March 8, 2016 Share Posted March 8, 2016 My 25/25 ticket is in my account as of today but my balance and points are not. Quote Link to comment Share on other sites More sharing options...
andybell666 Posted March 8, 2016 Share Posted March 8, 2016 yes I got my ticket too Quote Link to comment Share on other sites More sharing options...
Bart(UK) Posted March 9, 2016 Author Share Posted March 9, 2016 In case anyone else is unable to run new software = I logged the issue with support 3 days ago, no response yet. Quote Link to comment Share on other sites More sharing options...
avongirl Posted March 12, 2016 Share Posted March 12, 2016 On 07/03/2016, 18:22:13, andybell666 (MVP) said: ok....managed to download the new Grosvenor software....obviously my 25/25 ticket was missing so spoke to live support and they have raised a case with the poker team...they should sort I would guess. I am hoping to play the 25/25 in reading this weekend so lets hope it can be sorted in time as some PL have a share I think! Not many players on the Grosvenor only qualifiers so I would guess some good value to be had here for the next couple of days! Managed to log on to Genting fine in its current ipoker state. Good luck if you are playing, Andy. If the share is from the PL series last year I think I'm one with a stake. Had forgotten about it! I'll check back for the thread if you are successful. Quote Link to comment Share on other sites More sharing options...
andybell666 Posted March 14, 2016 Share Posted March 14, 2016 yes...it was my ticket that I won in the last PL league....sadly I did not manage to get past day 1..... Quote Link to comment Share on other sites More sharing options...
avongirl Posted March 15, 2016 Share Posted March 15, 2016 On 04/03/2016, 10:51:43, Bart(UK) said: I still can't get it to run at moment, think it's likely a conflict with my old WinXP/IE8 combination (& Win Vista on my old laptop) but not 100% sure as I always just use Firefox. Assume they beta test on current Windows then back-test for previous versions, which kind of makes sense. In terms of tokens, they will have full records and should hopefully migrate those across shortly. If you need to use the token in the interim, I'd just ring ahead to the relevent casino and get them to liaise with Grosvenor Towers, hopefully shouldn't be a problem to get it verified before or on the day (take a printout with you if you've got it just in case). Grosvenor have always been pretty good with those in the past. As not playing much at the moment, I'm happy to wait until either they provide a fix or I finally get around to spec'ing the new pc or laptop I promised myself 3 or 4 years ago I'm having same problem, which probably confirms your suspicions as I'm trying on Windows XP laptop too. Genting won't let me log in and Grosvenor won't download and run. I did manage to log in to Grosvenor account on website but the balance showing isn't right. I have a £30 withdrawable bonus, but not my actual balance. Anyone else got similar problem? Quote Link to comment Share on other sites More sharing options...
Bart(UK) Posted March 15, 2016 Author Share Posted March 15, 2016 Helen, Might have to leave you to run with it for now, with Genting's also gone, no value elsewhere & a few real life issues I wont be pokering for a while. Eventually got 2 emails back from Grosv, both many days after my email and utterly laughable, obviously scripted but totally unrelated to the issue at hand, despite me taking the trouble to send lots of screenshots. So much so that I've got a withdrawal for full balance going through via the website and told them to email me only when they've sorted out the software issue and/or they want me back. Not wasting anymore time over it. My Balance also seemed slightly out, slightly larger, but the website stated that was the amount and it was all completely withdrawable, so that's what I've gone with and they will have to do the leg work and provide justification if they think it should be anything different. For your info they suggested the following (but relates to their website, not software!), already tried this and many other googled settings numerous times and doesn't work for me: We would firstly ask that you try holding down the CTRL button on your keyboard and pressing the F5 key; this will refresh the page and could solve the problem. If this doesn't work, you may need to clear your cache. The Temporary Internet Files, sometimes called the cache, are the copies of text, images, and other data from recently viewed websites that are stored on your computer. Clearing your cache is completely safe and will not remove other saved data, such as stored passwords. Please find more information on how to complete this below, bearing in mind that this process differs slightly depending on which browser you are using. For a step-by-step guide to clearing your cache in Internet Explorer, click here. For a step-by-step guide to clearing your cache in Mozilla Firefox, click here. For a step-by-step guide to clearing your cache in Google Chrome, click here. You should now be able to access our site without additional issues. However, please let us know if you continue to experience problems after following the steps above so that we can investigate further. We hope this information is helpful and that you can continue to enjoy playing with us. Yours sincerely, The only other thing I can think of is that I can access their website via Firefox, but not via IE, which mentions invalid certificates. If so that's a Grosv issue and nothing to do with IE or local. Already pointed out to Grosv that can log into other MPN (e.g. Stan James) without any issues and provided screenshots but they're not interested and just ignored them. So be it. I actually think I'm more pissed off at the complete lack of communication pre-change, other sites always email in advance, but it's as if Grosv no longer care about poker. Even their download pics still show the old software. I'm still super-loyal and supportive of Grosvenor and very appreciative of everything they've done for me personally, this forum and the poker community as a whole, but they seriously need to up their game and if they can't be bothered nor can I. avongirl 1 Quote Link to comment Share on other sites More sharing options...
Bart(UK) Posted March 17, 2016 Author Share Posted March 17, 2016 Helen/All, Further email from Grosv confirming what I suggested to them 2 weeks ago, but previously ignored in all responses: the new poker client does require at least IE10 to run, you will not be able to access it if you are using IE8 Will have to wait until I finally update my pc or laptop as will need Win10 to run. Know IE8 is no longer supported, but by not allowing back-compatibility and not yet having browser-non download running option like some MPN skins do, they're cutting out quite a significant proportion of their players. avongirl 1 Quote Link to comment Share on other sites More sharing options...
Kevathallam Posted March 18, 2016 Share Posted March 18, 2016 I use firefox and it works for me Quote Link to comment Share on other sites More sharing options...
Bart(UK) Posted March 18, 2016 Author Share Posted March 18, 2016 2 hours ago, Kevathallam said: I use firefox and it works for me Not related to which browser you use Kev, I use firefox too, but the software itself runs off of or somehow utiltises IE. Software requirement is to have IE10+ installed even if you don't use if personally yourself. It uses it in the login popup, tournament lobbies, branding banners & links to promos/casino etc. It will get fixed if/when Grosv: allow browser running of software (so called non-download or instant play), like other skins already do. Then players could choose to run it via Firefox, Chrome, IE, etc. = Grosv confirmed in the pipeline, but unknown timescale. produce a mobile app = Unlikely any time soon. enable back-compatibility with previous IE version in an update = Possibly unlikely as no longer supported, but if as suspected online numbers significantly drop off, they may be forced into doing something. players fork out £'00s to update old pcs/laptops. they give up like Genting has = Hopefully unlikely as they have greater number of live events supported by the online qualification process. For me it's most likely 4. but on my timescale, not theirs. There are often teething problems/bugs when changing software providers, that's part & parcel of modern tech, and usually I'm very tolerant & patient, but I do feel this particular move has been handled very poorly. Lack of pre-communication, time for support to respond, completely ignoring message content and restricting a significant proportion of existing players from accessing their accounts/software. A big own goal which I genuinely hope doesn't impact them too much. Quote Link to comment Share on other sites More sharing options...
avongirl Posted March 19, 2016 Share Posted March 19, 2016 Thanks for all the info Bart. That's definitely the same problem for me and also the issue with Genting I think as it won't load the log in option on the old download. (I think I have pence in there was just going to sit at a cash table to use). I actually bought a new laptop but I've not got round to setting it up yet and tackling windows 10. Might do it in the Easter hols! Quote Link to comment Share on other sites More sharing options...
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