Wording of support tickets

NighthawkPlayer updates
This is Steve’s partner again. The wording of some of the support tickets is very poor, and it makes responding difficult. A lot of players are writing long sentences without any punctuation, and the sentences could have many different meanings so I can only guess what the player is trying to ask. There are even whole paragraphs that go with multiple and this and that and buts and ifs and this then that and and and it’s very difficult to decipher.
 
I know Steve has mentioned this before. The questions that are worded clearly take very little time to respond to. But poorly worded questions leave me wondering what players are trying to ask. So please take the time to ask clear questions.

Hybrid data bandwith tests

NighthawkPlayer updates
The latest version transfers both audio and video at around 0.53mbps. This is:
 
Video: 0.5mbps server download
Audio: 0.03mbps server upload
 
With the encryption, the current connection limits are 1mbps upload and 6 mbps download. So there could be 10 or so consecutive users at the same time, even on the current connection. This is assuming multiple users aren’t connected remotely to the server interface, which you don’t need to do during play anyway.
 
The ping time to the furthest regions is about 400ms, and the video buffering is about 3 seconds in worst case-scenarios. But it’s not a problem considering prediction can be obtained in an additional 1-3 seconds.
 
Not that it would be needed in most cases, but there is always the possibility of having servers in particular regions, which would remove need for buffering so predictions would be obtained within 2-4 seconds of ball release. I’ll do a lot of testing in October when further north.
 
The next work is to make the video frame rate more stable. This may take a week or so as it is development work. I haven’t installed the latest version on the servers yet because it isn’t a critical update, and the version is about to change again anyway.

Updated Hybrid Instructions & 4G

NighthawkPlayer updates
Updated hybrid instructions are available (both documents). Download them from the same location. You shouldn’t need to unlock them again. The changes are mostly to better explain how to use the encrypted connection.
 
Also I’ve managed to get 4G reception working with an antenna, but still a significant distance from where I need it working. So I’ve ordered a bigger antenna. Considering the difference the antenna makes, if you currently have bad reception in the casino, a bit of additional equipment can make a very worthwhile difference. I’m still exploring options for a better connection.

Supporting players

NighthawkPlayer updates
Players, this is Steve’s partner who has been taking some of the support tickets and load. I’ve been doing most of the tickets for a while now and I mostly find the questions asked are already answered I either the knowledgebase or instructions. It would be best for everyone if before submitting a ticket you fully read all the instructions. It might take a few hours to go over them very slowly so you don’t miss all the small points, but it will make everything clear.

Remote Hybrid Connections and Processing Speed

NighthawkPlayer updates
1. I appear to have fixed a problem with the server software, where the server gradually becomes slower over time. I wont know for sure until I leave it running for a while, but for now it appears ok.
 
2. The encryption is now fully configured and working, but I’ll need another day to get it working for all servers. It’s a matter of duplicating the server files, changing some config values then testing it. By the end of tomorrow, everyone will have their access details except for some partners, but they’ll be soon after. The encryption slows down communications slightly, but not enough to matter.
 
3. In most of October I’ll be interstate and taking the main server with me, and running on a 4G connection with much higher speeds. I’ll be testing different connections too, and there will be brief downtimes during the transitions (minutes). No config changes will be needed for users although the connection should be better while I’m away as I’ll be further north.

Hybrid remote server connections

NighthawkPlayer updates
Most of this week I’ve been testing connections from the other side of the world, to the server. If your connection is good, there would be no problems. But sometimes the connections will be bad, and this is where you’ll have problems. So some changes are being made to reduce the size of the video and audio. This will make a big difference, and will be done before Monday, but more may be needed in extreme cases. As it’s development work, timing is unpredictable. It just depends on feedback I receive from users. So if you get bad video and audio, you need to let me know.
 
Also I’ve succeeded in setting up “end to end” encryption. This is where everything is full encrypted between every part of the hardware. I’ll implement it soon, but for now we’re focusing on the issues explained above. The current servers only use the half encryption although encryption isn’t essential anyway.

Assistance from long-time player

NighthawkPlayer updates
As I mentioned earlier, a long-time player / partner is taking over part of the sales part of my company. This starts tomorrow. It isn’t a complete take-over because I’m not prepared to give over full control, and some parts are not practical to handover anyway.
 
A few things that will change are pricing options for new players, and written material on the websites, but this doesn’t affect existing players.
 
The most significant changes that affect existing players are most of the support issues through the help desk will be handled by someone else. Any issues they cannot respond to will be forwarded to me. You can still email me directly at the usual email address. Please always use the help desk before emailing me.
 
Depending on how things work out, he may take greater control. Whatever the case, the support to existing players will not be compromised in any way. In fact I’m expecting support response times to be enhanced.

Hybrid server access

NighthawkPlayer updates
There are a few Hybrid servers running at any one time. Each user is assigned to one server. The majority of time, they aren’t being used. You aren’t going to be playing 24/7. So all servers aren’t left running continuously, users should let me know approximate times they need the server available. Please use the form at http://www.roulettephysics.com/hybrid-access/
 
Unless you have specifically let me know a timeframe, your server will remain off.
 
If you don’t know exactly when you will need access, I can just leave it running but I’d rather you at least let me know when you wont be using it at all. Otherwise if you’re on vacation or something, the server will be left on for nothing. One server by itself doesn’t waste much energy, but multiple servers does.

Hybrid remote data encryption

NighthawkPlayer updates
Some users have requested full encryption of the video and audio, so this has been applied. I only just got it working (4:15pm) so wont be able to send details to users until tomorrow. Now not even the ISP (or network owner) can see the video or hear the audio. You could even use the casino’s own wireless internet against them, and they wouldn’t have any idea. It would be very unlikely that someone would be inspecting the data on a network, but it is better to have the encryption than not.
 
It’s not an excuse to break any laws though. Remember it is a strict term that you must not break any laws. I’m not saying this in code or anything – I mean what I say. There are plenty of legal places to play and I don’t want legal troubles.