DD Poker Version 1.x Support To resolve your problem as quickly as possible, we have created this support page. It includes a list of known problems and solutions. Please follow the steps below to get support. Patch 2 (upgrade to version 1.2) released 9/26/04. Download here.
	ACTIVATION CODE ISSUES Your activation number is located on your CD jewel case shown here. If you have lost or your activation number or your new game is missing the activation number click here.
	SELF HELP (You may be able to solve your problem right now!) INSTALLATION ISSUES: Patch2 fixes several installation issues, if you have the green and yellow box you may want to try this first. This will upgrade you to version 1.2 which is the version in the Annie Duke box. Below is list of common installation issues that may be preventing installation: Turn off your anti-viurs software during installation Make sure your current user has administrative privlidges Make sure you do not have any symbols in your user name or installation directory name like # or ! RUNNING ISSUES: Patch2 fixes several running issues, if you have the green and yellow box you may want to try this first. This will upgrade you to version 1.2 which is the version in the Annie Duke box. Below are detailed topics of all known issues: Patches  Activation   Windows   VISTA   Max OS X   Linux   Demo   Known Bugs
	EMAIL SUPPORT If your problem is not resolved by the information on this page, or you need additional help, please send an email to: (Please read below) poker-support@donohoe.info (Please include the information below) In your email, we need you to supply the information below, otherwise we can't be of much help and the first reply you receive may be asking for the information below. The more information you include, the faster we can help resolve your problem. What you think may not be important may be information we need to solve your problem. Please include these details in your email: Game Information: Your name - we need to know how to properly address you Your activation number - to show you are a valid customer. You can get this by clicking on the Register button on the main menu or looking on your CD case (Do not to lose this number!) Your version of DD Tournament Poker. What is my version? Where you purchased the game (download/retail) Do you have the green and yellow box type or the Annie Duke box? System Information: The operating system you are running (e.g., WinXP, Win98, Mac OS 10.3.4) The amount of memory (RAM) on your system Problem Information: Give a detailed description of your problem If you have tried suggestions mentioned on this page and they failed, please let us know what you did. Windows users - VERY IMPORTANT - Include step and install log files If you have installation problems, it is you include what step your installation failed and attach your installation log files Running log files - If you have problems running the game is important to attach your running log files. We aim to get back to you as quickly as possible. However, sometimes there may be a delay of 12-24 hours, especially on weekends and holidays. The majority of the time we will have your question answered by the end of the day in the evening. Nevertheless, we feel you will find we offer the best support of any software company out there!
	FINDING FILES WINDOWS INSTALLATION STEPS If you are having a problem installing on Windows, please let us know how far you got in the installation process by consulting our handy page: Windows Installation Steps WINDOWS INSTALLATION LOG FILES If your installation fails before Step 8 (Install Complete), please find your log files: How to find Windows log files (installation problems)
	RUNNING LOG FILES - PROBLEM RUNNING THE GAME If you encounter a crash or other strange problem while playing the game, please find your log files so you can send them to us: How to find Windows log files How to find Mac OS X log files How to find Linux log files In addition, if you think you have found a bug while playing, it is helpful to save the tournament at that point and send us the save file (see links above to find location of save files) or even a screen shot.
	FORUMS SUPPORT If you wish to post suggestions for future versions or converse with other DD Tournament Poker customers, please visit our forums at: DD Poker discussion forums

Patch 2	9/27/2004	Includes Patch 1, new java version and various fixes.
Patch 1	6/16/2004	Fixed Bug 1 and Bug 2

Issue 1	I downloaded TOURNAMENT.POKER.NO.LIMIT.TEXAS.HOLD.EM-PHXiSO, the "warez" version of DD Tournament Poker - No Limit Texas Hold'em and can't find the activation number.
Cause	Some of the sites that list such software have a sense of ethics and remove the activation number from their listings, which is why you can't find it. Also note, we have banned and continue to ban every activation number that has violated the end user license agreement.
Solution	Please purchase our software - we are a small company that makes a living by selling software. DD Tournament Poker is priced reasonably - if you like it, buy it. Thanks for your support.

Issue 2	I lost my activation number.
Yes I Registered	If you registered your game, email us at poker-support@donohoe.info with your name, email, and home address that you registered with and we will quickly send you your original activation number. Also, let us know if you purchased the downloadable version from Reg-Soft, we will have a record of that too.
No, I Did Not Register	Our policy is to not replace lost activation numbers. It is your responsibility to either register your product or keep track of those numbers as you would for any other software that uses them, and not throw away your CD jewel case with the activation number on it.

Issue 3	My new DD Tournament Poker game is missing the activation number.
Cause	Our manufacturer shipped some boxes without activation numbers or misprinted activation numbers. Were sorry, this has happened very little, about 1 in every 2000 copies.
Solution	You have two options to obtain an activation number: 1) Return your game to the retailer to exchange for another copy. You can show the retailer where the number should be with this example if you wish. 2) Send us a scan of the CD jewel case with the CD inside, the bottom of the box with the UPC and your receipt and email it to poker-support@donohoe.info . We will issue you an activation number quickly. Be sure to include your name, home address and phone number in your email. An example of what we are looking for is shown here. If you don't have access to a scanner, you can take a digital picture and email us instead of scanning. If you don't have access to a scanner or digital camera, you may also use photo copier and fax it to (952)216-0500. Be sure to include the items listed above and your name, home address and phone number, and your email address so we can email you back.

Issue 4	My activation number will not work. The "Activate" button does not let me proceed.
Platform	Any
Cause	Either your activation number has not been typed in correctly or your activation number is in violation of the end user license agreement and has been banned.
Solution	Please view the activation instructions here to see how to enter your number properly. If that does not help, please email poker-support@donohoe.info for assistance.

 

Issue 1	When trying to run the installer, you get a message saying your magic numbers don't match and that you need a new copy of the installer.
Platform	Any Windows
Cause	This problem is caused when you don't have a complete download. You can verify that you have the full download by confirming that the size of the file matches the size listed on the download page (use Windows explorer's detailed view and look in the size column).
Solution	Download again and rerun the installer.

Issue 2	When you run the installer, it hangs during Step 1 or Step 2.
Platform	Any Windows
Cause	The most common cause of a hang is if you are running anti-virus software like McAffee or Norton. If you have anti-virus software, turn it off before installing. A second cause is if you run a program called PC Anywhere: stop that before installing also.
Alternate Solution #1	One user reports that copying the poker installer from the CD to a location on the hard drive and running it from the hard drive eliminated a hang. This was on Windows 98 and may have been due to an older CD drive.
Alternate Solution #2	Another user reports that after a hang occurred, they ran the poker installer that was unzipped into the temporary directory used by InstallAnywhere. For details, please follow these instructions (in Step 4 see the Note about poker.exe): How to find Windows log files (installation problems)
Alternate Solution #3	On some systems, hardware acceleration causes issues. You can turn off hardware acceleration by: Right click on desktop and choose Properties Choose Settings Tab Click Advanced button Choose TroubleShoot tab Change the hardware acceleration slider to None (all the way to the left). Try installing after changing this. Remember to reset the value after installing.
Alternate Solution #4	On Windows XP, using XP's Help and Support feature to run the installer in "Windows 2000 mode" or "Windows 98 mode" solves a hang at step 6. Click Start Click Help and Support Click Fixing a problem Click Application and Software Problems Click Run Software that worked with previous versions Click Next Click I want to locate the program manually Click Next Click Browse to locate the program manually and find the installer (either on CD or where ever you downloaded it) Click Next Click Microsoft Windows 98 / Microsoft Windows Me Click Next three (3) more times The computer does the rest.
Resolution	If none of these solve the issue, then it could be corrupt fonts in Issue #3, below, especially if you have an older Windows OS like 98 or Me. Also see Issue #8 below if you see an error message that says "Installer UI Mode Error. Installer User Interface Mode Not supported, unable to load and to prepare the installer in GUI mode."

Issue 3	Installation fails. Typically it fails just after the initial extract phase - you never get to Step 2 - the green splash screen (as explained here). In a rarer case, failure happens when you click next at Step 5 (choose shortcut folder).
Platform	Any Windows, but older systems like Windows 98 are more susceptible (especially those upgraded from Windows 3.1 or Windows 95).
Cause	Corrupt Windows font files will cause some programs to error or crash. Sun Micro Systems Java is one of those programs, we have no control over problems with their software. Since we use Java, people with corrupt fonts will have to remove them from their system before they can use our software. Any Windows system can have font problems, by installing programs with fonts or downloading fonts from the internet. But older systems like Windows 98 are more susceptible (especially those upgraded from Windows 3.1 or Windows 95).
Solution	Our method for locating and removing corrupt fonts is explained here.

Issue 4	After installing Poker, nothing happens when you click on the desktop icon or start it from the start menu. You may see an hour glass mouse icon for a second but nothing happens.
Platform	Any Windows
Cause	This problem is typically caused if you changed the location of installation from the default "ddpoker" to something else like "Poker!". You cannot include exclamation points in your folder name.
Solution	Reinstall in the default location or a location without "!" in the name.

Issue 5	Sometimes DD Tournament Poker just crashes to the desktop without any warning or error message.
Platform	Any
Cause	This is typically a result of an issue with Java sound and how it plays the sound effects in DD Tournament Poker. An hs_err_pidNNNNN.log file will appear in the base installation directory when this crash occurs.
Fixed In	Patch 2

Issue 6	Blank screen when running in Full Screen mode
Platform	Windows 98, Windows 2000, Windows XP
Details	A blank screen appears after clicking "Full Screen" on the splash screen. Moving the mouse around may cause buttons to appear.
Fixed In	Patch 2

Issue 7	When running the game on a system with multiple user accounts (e.g., a family computer), the game freezes after the first hand of any tournament for user accounts that do not have administrator privileges (e.g., kids accounts). In addition, these user accounts cannot create new player profiles or define new tournaments.
Platform	Windows 98, Windows 2000, Windows XP
Fixed In	Patch 2

Issue 8	Installation fails at the start of Step 2 and the following error message appears in a popup box: Installer UI Mode Error. Installer User Interface Mode Not supported, unable to load and to prepare the installer in GUI mode.
Platform	Windows 98, Windows 2000, Windows XP
Cause	This issue is caused when your user name has an exclamation point or pound sign in the name (e.g,. pocketaces! or aces#eights). The software installer that we use has a known bug that prevents installation when the user name has a ! or # in the name.
Solution 1	Change the name of your account. You can change user accounts in Windows XP by going to Start Settings Control Panel User Accounts Change an account Click your user name Change my name Enter new name without ! or # Click Change name.
Solution 2	Create a temporary user that does not have a ! or # in the username. Give that user administrator privileges. You can create users in Windows XP by going to Start Settings Control Panel User Accounts Create a new account Enter a user name like "Temp User" Account type should be "Computer Administrator" Click create account. Log in as the new user and Install the game. Make sure during the install you check the box Create Icons For All Users in Step 5. After you install, log out and log back in as your normal user. You can delete this temporary user from the User Accounts screen by clicking on that account and then choosing "Delete the account".

Issue 9	WINDOWS VISTA WORKAROUND INSTRUCTIONS DD Poker will not install on Vista OR requires activation every time the game is run.
Platform	Windows Vista
Details	DD Poker 1, (our original version) has not been designed to work with Windows Vista. Although the following workaround will allow the game to run on Windows Vista.
Potenital Workaround	If you are having trouble installing the game, or the game requires activation every time the game is run: Install the game as an administrator, and run the game in Windows XP mode. Downloading and Installation: Download the demo to your desktop from the download page: http://www.ddpoker.com/dl_v1.html by right clicking the download file and choose to "download linked file", or "save Target as", and choose your desktop as the download location. Then right click the downloaded file and choose "Run As Administrator" to install. Configure the game to run in "Windows XP mode" with the following instructions: 1. Right click on the executable (or shortcut) icon for DD Tournament Poker. 2. Select Properties 3. Go to the Compatibility tab 4. Find the Compatibility Mode section 5. Check the box that says "Run this program in compatibility mode for:" 6. Move the drop down list to "Windows XP (Service Pack 2)" 7. Click the OK button 8. Start DD Poker

Bug 1	When you save a new tournament format, the Level 1 blinds are set to 1 - 2. In addition, the validation checks (as described in the in-game help) for antes and blinds are not invoked. Finally, when editing an existing tournament and adding new levels, the blinds/antes for the new level are changed to the value of the previous level or twice the previous level depending on whether the double blinds/antes after last level options is on.
Platform	Any
Work Around	After saving the tournament for the first time, edit the tournament and correct the blinds. They will save correctly the 2nd time you save.
Fixed In	Patch 1 (originally), now in Patch 2

Bug 2	If a tournament is down to three players and the small and big blind players are put all-in due to the antes or blinds, the last player to act (the dealer button) is not given a turn to bet. If a tournament is down to two players and the big blind puts the player all in, the small blind player (the dealer button) is not given a chance to call the rest of the bet. A side effect of this is that sometimes the player on the button will appear to have lost the pot with the best hand when in fact they never got a chance to bet at all.
Platform	Any
Work Around	None.
Fixed In	Patch 1 (originally), now in Patch 2

Bug 3	Prize pool calculation is incorrect during a tournament if house cut specified (% or fixed amount). The house cut was being ignored.
Platform	Any
Work Around	None.
Fixed In	Patch 2