Games aborting after the first move

ChessUp 2
1

Hello,

I am having the same issue it seems many others have. To be honest, I’m extremely frustrated considering I payed $600 for this board.

So far I have not been able to play a single game. Every one so far has been abandoned (by what chess dot com thinks is me) after the first move. I have lost almost 75elo

I queue up another game and the same thing happens.

My account name is Shhitlock.

I’m running Chessup app v3.1.13

Firmware is: Main: 5.1.9 / Touch: 0.1.1 / BB: 1.1.1

S/N:C2G-462100149

EDIT: I play on Chess.com via my Gmail account. That is how I am logging in to the Chessup app. The Chess.com icon is always in grey (never green) and when I click it, it forces to me to log in every time and do 2 factor.

2

Plz contact costumer support info@bryghtlabs.com. I’m sure they can help you! I know you will like the board as mutch like I do :wink:.

1 Like
3

I had a similar issue once. Have you tried going into the Settings menu on the board itself (the little screen) and logging out of all your accounts including chess.com?

4

Yes I have tried this multiple times following this video fix that keeps popping up.

I logged into a seperate Chess.com account that I had and the board finally worked but that was an old and out of use account and my primary account (platinum) still does not work.

5

I’m pretty sure chess.com doesn’t allow two or more active accounts unless you have permission. That may have something to do with it. But maybe not. :man_shrugging:t4:

6

We are looking into this now - thanks for reporting.

7

This issue was happening before I even logged into the other account.

8

Is there any ETA on the fix? As it stands I cannot use the board at all.

9

@Fonnekold
Hi Fonnekold,

I’m sorry. Paying what you did and not getting a single game in is genuinely
awful, and your frustration is more than fair.

Let me reassure you on the main thing straight away. We’ve traced the problem and know
exactly what’s going wrong. It sits in the connection between us and Chess.com,
and we’re in direct contact with their team about it now. We’ve raised the
rating you’ve lost with them as part of that.

I won’t give you a date I can’t stand behind, but this is being actively worked
on — you’re not sitting in a queue.

Someone from our customer service team will be in touch with you directly to
take it from here and make sure you’re properly looked after.

Thank you for the detail in your post. It genuinely helped us find this faster.