Help Topics
Dear player:
Please find our most Frequently Asked Questions for our technical support and the corresponding first hand solutions.
We are aware of the number of players experiencing issues with firewalls; click on the Firewall button in the left navigation to lead you straight to the Firewall Section.
[+]
1. I can't download the game application, what is wrong? It's possible that your Internet browser (Internet explorer 6+, Netscape, Mozilla Firefox, etc) is set to block pop-up windows.
You should see a yellow band on the top of your navigation window, please click on it and choose "Allow page contents to download"
If the problem persists, go to "Tools", "Options", and disable your pop-up blocker.
Also keep in mind that many toolbars from Internet sites such as Google, Yahoo, or AOL can include a bundled pop-up blocker, those toolbars can also accidentally block the UltimateBet download window.
If the problem persists, please feel free to contact us to: support@ub.com
[+]
2. I downloaded the game application but I can't play! Many computers have Windows XP with Service Pack 2 installed with a bundled Firewall.
You can check your computer by right clicking on the "My PC" icon, and selecting "Properties". On the "General" tab, you will be able to find system information, Windows version and the Service Pack version.
Besides the Internal Windows Firewall, check if you have other firewalls installed on your computer. If you do, it will be necessary to adjust your settings. You must first determine which firewall you have installed on your PC.
[+]
3. I am unable to create a new account! Your Internet Explorer security levels are likely causing this problem. If your security settings are set too high, they may block your incoming or outgoing cookies. You may need to adjust your security levels to accept cookies.
Click here to see how to set your security levels up.
[+]
4. I can't complete a deposit, the screen freezes up. Please make sure that your personal information exactly matches your credit card billing and bank account information. Any minimum discrepancy such as a letter or a number may cause problems when you try to deposit.
If the problem persists, please contact: support@ub.com
[+]
5. Why should I delete my cookies and temporary files when reinstalling the game? Cookies are files that contain information passed from a server to your computer. Our game client will require generating some cookies which will establish a secure connection between your computer and our game server. We always recommend deleting the cookies and temporary files in your internet browser to refresh the dialogue between your computer and our game server.
[+]
6. The connection to the Internet appears to be unavailable. First make sure that you are connected to internet. Do so by checking a common website such as Google or Yahoo. If you have confirmed you are connected, it may be a firewall blocking your game application. In order to fix the problem, you may need to identify your firewall. Please see question #2
[+]
7. I can't see the tables or tournaments listed in the lobby. This problem is also caused by firewalls blocking the Auto-update file. Try clicking between tabs in the game client. If the problem persists, see question #2.
[+]
8. After logging in I get a "Page cannot be found". Please exit the game software and then restart it. If the problem persists, you will need to address firewall issues on your computer. Please see Question #2.
[+]
9. After installing the last game upgrade, I get this message:
"Your installation is incomplete, please restart the application" This error may show up after a new game upgrade release. The firewall may detect and accidentally block this process. Close the poker application and reopen.
[+]
10. I'm not able to Chat You will be unable to chat at the tables under the following circumstances:
- You are a non depositor player trying to chat as an observer within a Real Money Table
- You are trying to chat as an observer within a tournament that has observer chat option disabled
- You are trying to chat as an observer within a tournament final table
- You are trying to chat within a hand where a player has gone all-in
- Your chat rights have been removed by our Chat Management due to inappropriate behavior at the table chats. If so, please contact support@ub.com for assistance.
[+]
11. I'm able to log in, but I can't access the "Cashier/My Account" section. The Cashier/My Account section may be blocked for the following reasons:
a- Invalid characters ( -*/=+-*&^%$#@!~`{}[] ) have been used as password characters. You will need to reset your password. Please e-mail Customer Support with the answer for your security question and ask for a password reset.
b-Your Internet Explorer security levels are set very high. You may need to reset them to the "Default" value, or set them to a lower security level. Click here to see how to set your security levels up.
c- Your Windows User Profile does not have "Administrator" privileges. If your profile does not carry Administrator privileges, your security settings can't be adjusted. You will need to change the status of your profile.
- Click on Start button.
- Select - Control Panel.
- Open "User Accounts".
- Select your username from the list displayed.
- Click on Properties and select the "Other" option.
- From the scroll down list please select the "Administrator" status.
- Click OK to exit.
d- Your Privacy settings are not allowing you to access our site.
Go back to the Internet Options popup.
Click on the tab labeled "Privacy" Click on Edit
Enter www.ultimatebet.com and click allow.
If the problem persists please e-mail: support@ub.com
[+]
12. I installed the software, but when I try to launch the program I get the warning message:
"Failed to create empty document." What do I do? It is likely that you are operating an older version of Internet Explorer. Our system requires version 5.5 or above to operate. Download the latest version of Internet Explorer.
[+]
13. What happens if I get disconnected in the middle of a hand? If you lose your Internet connection, or have a problem with your computer, you will have at least 30 seconds to complete your turn.
Should a player with a lost connection fail to act in time, that player will be dealt cards, a blind or an ante will be posted and then the hand will be folded.
Connecting to the internet is not always perfect, and that means it's possible for a player to lose their connection to UltimateBet through no fault of the software. By playing at an online poker table, a player understands and accepts the risk of losing the connection between their computer and our servers, as well as any lag, freeze, or any other connection error that may occur.
With the exception of the rare instance of technical difficulties with servers on our end, UltimateBet is not responsible for a player's disconnection from the UltimateBet software.
[+]
14. Are there any special requirements for my computer in order to run the game? The recommended minimum system requires are as follows:
PC: Windows 98/Me (Not recommended*)/2000/NT/XP/Vista
Modem: 56K modem connection speed (Not recommended*) 128Kbps DSL, cable modem or better
Processor: Pentium III 400mHz
RAM: 128MB
Sound Cards: not required but makes experience more interesting
Screen Resolution: 800x600 at 16-bit color or better
Browser: Microsoft Explorer 6 or higher
Disk Space: 30MB
[+]
15. I have identified my firewall. What should I do now? [+]
16. Why do I sometimes experience a slow/interrupted connection? Internet delay messages are generated by our Game client whenever the player is experiencing internet delays on their end.
Also, dial-up connections with some special features activated on the phone line such as, call waiting, three-way calling, etc. can be the reason of internet delays and disconnections.
We strongly recommend you schedule software downloads for times other than when you are playing in our cardroom.
[+]
17. What happens if a game "freezes up"? Internet delay messages are generated by our Game client whenever the player is experiencing internet delays on their end.
Transactions are posted to a player's account at the completion of every hand. For any reason, If a hand does not complete, those players' accounts are restored as they were at the beginning of the hand. All bets are off and a new hand is dealt.
[+]
18. I recently changed Internet Service Providers. How do I update my account? Updating any of your account information is easy. Preferred customers can log into 'My Account' and select 'change account information' from the menu. Make any necessary changes and click the 'update' button.
New customers can e-mail: support@ub.com to request the change. Please provide your username and the answer to your security question in your request.
[+]
19. I don't see any firewall software installed on my computer, but I'm still being blocked from
connecting to UltimateBet. What now? Some security programs have been designed to have a bundled firewall which is not always visible from the main screen of the security software. Please write down a list of the programs you have installed on your PC and e-mail this list to our Technical Support department so we can provide you with further assistance.
To get the list of programs installed please go to the "Start" button and open the control panel. Now go to "Add/
Remove software" and write down the complete list of programs installed on your PC.
Please e-mail this list to: support@ub.com
[+]
20. Before Live Update, I was able to connect and play with no problems.
Now, I get a message saying I'm being blocked by a firewall. What do I do? Certain firewalls record the program's data size, as well as the name of the program that is "allowed" into its program list. When our poker software is updated, the data size changes, and so even though the programs are "allowed" they are still being blocked.
To correct this, remove all UltimateBet programs from your firewall's program list. Once done, reboot your computer and reconfigure the firewall, this time re-adding all the UB programs to the "allowed" program list using the firewall instructions via any of the links above.
See more detailed instructions on our firewalls section.
[+]
21. Can I play on my Mac computer? You can download our Mac version by simply clicking on any Download button from our website, or run our Instant Play version from a Mac.
For more details about each version, please access the following links:
Mac Download
Instant Play-No Download
[+]
22. I'm receiving an internal error with a reference number. What should I do? Please contact support@ub.com and report your internal error and reference numbers.
[+]
23. I registered for a sit n' go tournament but it is not taking me to my table. What now? Please exit the tournament lobby, and restart your game application. Once you are logged back in, you should be able to register for the tournament without issue.
If you continue to experience problems attempting to register for a tournament, please reinstall the game application as instructed below.
If the problem persists please e-mail us at support@ub.com
[+]
24. What is the correct procedure to reinstall the poker application? To reinstall the game application, please follow these steps:
1-Go to Start: Control Panel, Add/Remove Programs, select UltimateBet and click on Remove.
2- Open My Computer, go to the following folder and delete it: C:\Program Files\UltimateBet
3- Launch Internet Explorer, and then select Tools, Internet Options, General.
4- Click on "Delete Cookies", "Delete Files" and "Clear History".
5- After you've clicked on "Delete Files", select "Delete all offline content" and click OK.
6- Restart your computer, open Internet Explorer again and paste this link into your address bar to download the UltimateBet software
7- Login and enjoy
[+]
25. Official statement about Windows 98, ME and Dial UP users. With the technology advances Ultimate Bet is moving forward in order to continue providing the best online gaming experience.
More than a year after the Microsoft "End of support" statement for Windows 98 and Me, Ultimate Bet is no longer supporting those platforms. For that reason, starting on November of 2007, Ultimate Bet is no longer approving reimbursement requests from Windows 98 and Me users with isolated issues not related to our game application or servers. Further details here: http://www.microsoft.com/windows/support/endofsupport.mspx
For Dial up users it is important to note that Ultimate Bet requires at least 49K real connection to the internet. Dial up connections are designed to work with 56kbps as their high limit bandwidth but they normally use 49kbps (Even less if your connection has some dirt or humidity between the cable terminals) For that reason, Ultimate Bet is not responsible for individual disconnections from Dial Up users who use any other application besides the UB software at the same time.
If you need additional information please contact us via e-mail at techsupport@ultimatebet.com or click on the live help button for immediate assistance.
