Tried those steps same result, after sign out and back in it works for a bit then reverts back to same bad behavior
It should match up within 1 minute so we will look into this for your account. We should be able to resolve it this week.
Could you please PM me your Chess.com username?
Hi Richard any update on this issue? Itās been a while since I PMd you my chess.com user name
Is it still affecting your account this past week @d79ima ?
Yes, just yesterday for instance it took me quite a long time before I could get a game going, many minutesā¦
As an estimate - if you start the board 10 times, how many times out of those 10 does the game seek hang?
Do you recall what time format the seek from yesterday was?
If it every takes much longer than expected, we recommend repowering the board.
Also worth noting - I have had long seeks on chess.com itself a few times lately (on their app) and a few failed seeks. The issue is not always chessup related. But we are working on fixing this 100%
Usually, I restart the board once or twice before the game seek eventually comes through.
Yesterday it was 15+10 time format, and that is the most common time format that i usually seek via the board.
Yeah, I repower the board typically several times in order to try to increase changes of getting a game.
Are you guys able to reproduce this issue fairly regularly? Is it fixable you think?
We play 50 games and might see it once or zero times in those 50.
^this is most of the problem likely. It is similar to people who peek at their games on another platform. They peek because they donāt trust it and cause the disconnect themself.. thus leading to trusting it less and peeking more.. thus leading to more disconnects.
I would say - power on board. Give it a few seconds to connect to wifi and chess.com when in the chess.com menu. Hit seek, and trust it.
Going in and out can cause it to launch seeks and then you are abandoning them and causing issues on the next power cycle because there is an orphaned seek out there still. Also - chess.com can make your seeks longer because of the high number of aborted starts.
If the game seek fails after two minutes. Then repower the board, give it a minute and try again.
You will be tempted to say āit is a problemā and repower too soon - and thus self-fulfilling the issue. But just be patient with it.
Also the chess.com delays clear out after completing a few successful games.
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Actually re-reading all of this - this is almost certainly the cause in your case^
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Also - to clarify another item - Chess.com has a bad sportmanship pool. If too many games are abandoned or aborted, you can end up in it. And when in there, they matchmake you with other bad sports until you work your way out. If you are in that pool, matchmaking can be long.
You get out of the bad sport pool by not aborting or abandoning games.
I will reach out to chess.com and make sure you are not in that pool. But by turning off the board during a seek, you could be aborting games and might be in there.
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The only thing that doesnāt add up is why in any other device I can get a match typically within just a few seconds. Only decide that takes a very long time is the board
Experience from tonight, power on board wait till green dot appears next to Wi-Fi icon hit chess.com wait till green pawn appears, hit start game waiting for match after 5 minutes it times outstaying no player matched, hit Retry start fame again and immediately get a match
We will need to coordinate watching you launch a game - while we watch the server.
There might be some one-off property of your account that we did not code for. We have to watch it live to see.
@Richard @oridota - please coordinate to figure out a way to watch him launch a live game.
Today itās been just a nightmare. Unable to get game going at all it wouldnāt even timeout after 5 minutes would sit longer and then on one attempt I got a new error Iāve never seen before
Today received this error, think this is something new with most recent fw update both this error and prior ious one I only saw in the new fw. Happened as soon as I clicked Play button in chess.com
Sorry your account is not working - We will get into your account first thing this week and resolve.
Hello. Iām a new user, and Iāve been reading through this thread. Iāve had a pretty frustrating experience trying to get games with popular time controls to start quickly. Iām wondering if itās the sequence in which Iām starting a game, or if I should have certain apps open. Sometimes my games start almost instantly; other times, Iām waiting minutes and feel like I have to restart the board. I feel like this has worked sometimes in the past, but now Iām left just waiting again, wondering if Iāve missed the start of the game or if itās even searching at all. Is there a way for me to monitor whatās happening on the back end? I definitely am not shadowbannedāI never leave matches. Can you please provide any insight?
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What is the chess.com account and also what time formats?
We are working on resolving all failed seek games and would like to look at the logs for your games.
Sorry for the issue.
And to clarify - there should be no other apps involved, just the board on Wifi.
Hey Jeff thanks for the reply. My account. It can be a standard 10 - 10 I 5 or 15 I 5. It would be nice to know if I need to wait minutes or if the seek has failed. I also am wondering if the seek fails if my account gets dinged for being AFK by the website. I donāt believe this to be the case though. Please let me know how else I can be helpful. Excited to use this product this winter to improve my game.
I also will add Lichess has been working flawlessly.
Edit 1. Played 3 games today. First two with coffee were flawless. Then a few hours later I restarted the board for another game and it failed to seek. Restarted board and researched and was able to find a game in about 10 seconds.