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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 click
here to install from our website or get it 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 AIRPORTCASINO.COM.
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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