Subject: PKR Training Material
From: Ruchi Johri <[email-masked]>
To: Mohammad Menuddin <[email-masked]>, Vikash Prasad <[email-masked]>, "Prabodh Kr. Dixit" <[email-masked]>
Cc: akhil <[email-masked]>, Subir Chakma <[email-masked]>, siji <[email-masked]>
Date: Tue, 29 Nov 2011 15:42:22 +0530 (IST)

Hello Everyone 

Welcome to PKR. 

Please go through the attached userguide of PKR to give you a fair idea about what the game is all about. Familiarize yourself with the terminology. 
Take some time to read the FAQ's given on the website 
Go to www.pkr.com 
Click on Support ->FAQ-> Read the Account FAQs, Game FAQs and Technical FAQs 

Once you go through this, we can start with your training. 
The other documents attached will also be covered while in training (short and simple docs, do read them once ) 

Ruchi 

Symptoms of Technical Issues

Graphical Issues:

The PKR game software requires considerable graphics processing capabilities, in order to run effectively. At least 32mb of graphics RAM is required, and DirectX 9.0c compatible drivers.

This technology is now 3-4 years old, so new computers being released at present will usually have the ability to run PKR. However, people do not always buy systems with gaming as a priority, therefore the graphics card which they are using is often the first thing you will need to check with the customer, when handling a technical inquiry.

If the customer has a graphics card which is not compatible with PKR, it is unlikely that they will be able to play.

There is a complete list of supported graphics cards saved in Live Person’s (Timpani) Knowledge Base under “Complete Graphics Card List”.

Symptoms of graphical issues:

PKR will not start, (With an error message such as: “Fatal error, cannot create D3D device” or “pokerapp.exe has experienced a fatal error and needs to close”)

The software crashes or freezes when playing,

Other players appear as grey “ghosts”,

In-Game action is very slow,

Text does not appear in the appropriate areas,

The player cannot see their “hole cards” when they click on ‘Look at Cards’,

Any unusual flickering or visual effects.

All of the symptoms listed above, can be caused by a graphics card which does not meet the minimum requirements, and/or old driver software. Any driver which was last updated more than 6 months ago should be updated.

Sound issues:

Almost all sound cards can play the sounds which PKR produces, so the required specifications reflect this. If a customer cannot hear sounds when playing there is a standard procedure to follow, as the possible causes are limited. This procedure can be added to your response to a customer using the “canned answers” in Live Person (Timpani).

You should first check that all of PKR’s volume sliders are set to full (Move all the dots to the far right in "Options > Sound > Volumes") and that none of the volume lines in “Control Panel>Sounds & Audio” are muted.

Similarly to graphics cards, sound cards have driver software which needs to be updated occasionally. An old driver for the sound card is the primary cause for not hearing any sounds in-game. You can find out which sound card is installed in the system by having the customer view the ‘Sound’ tab of the DirectX diagnostic tool.

Connection Issues:

There are 2 main varieties of connection issue; either the customer cannot connect to PKR at all (i.e. it is impossible for them to login and play); Or whilst playing, the customer becomes disconnected from the table and cannot take part in the game. Each of these types has various possible causes and solutions, and there are a number of ways to determine which measures could help.

Symptoms of connection issues:

PKR will not start (With an error message such as; “Error 11: Failed to download all necessary files\n Please try again in a short time.”

PKR will start, but there are no games listed in the lobby.

~

The customer experiences regular disconnections whilst playing.

Other players appear as grey “ghosts”.

The action buttons in the in-game user interface are slow to respond, (“look at cards” or the emote buttons for instance)

The connection indicator at the table is red:

If the customer describes either of the first 2 symptoms, (above ~ ) the cause is likely to be security software on their system, blocking the connection.

Browser Issues:

Some components of PKR’s services are reliant upon a web-browser in order to operate successfully. These components include: The Cashier (for deposits & withdrawals), The Registration Form, The Message of the Day and the PKR website (PKR.com).

As such, it is important that the customer’s web browser can display what is required. The most compatible browser at present is Internet Explorer 7, other browsers such as Mozilla Firefox and AOL’s own browser can cause the customer to be unable to view various parts of PKR, so where possible – Internet Explorer 7 should be used.

Symptoms of browser issues:

Customer cannot register an account at PKR, (with an error message such as “Page cannot be displayed”)

Customer cannot submit details into one of our online forms (for example, the cashier when making a deposit), the page simply does not refresh when they submit the form.

PKR will not start (with an error message such as; “Webpage unavailable while offline”)

Customer is unable to download PKR; the “Download” button appears white.

Document Title

NOT FOR PUBLIC RELEASE

Confidential to and © 2008 PKR Technologies Ltd.                                                                                      Page 1 of 2

<xml xmlns:o="urn:schemas-microsoft-com:office:office">
 <o:MainFile HRef="../SymptomsofTechissues.htm"/>
 <o:File HRef="image001.png"/>
 <o:File HRef="image002.jpg"/>
 <o:File HRef="image003.png"/>
 <o:File HRef="image004.jpg"/>
 <o:File HRef="image005.png"/>
 <o:File HRef="image006.jpg"/>
 <o:File HRef="header.htm"/>
 <o:File HRef="image007.png"/>
 <o:File HRef="image008.png"/>
 <o:File HRef="image009.png"/>
 <o:File HRef="filelist.xml"/>
</xml>