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FAQ - Installation and Upgrade Issues


  1. I downloaded the installer from the website and when I run it I get the following message:

    1. "Unable to create install directory. Please ensure you have permission to write to <installation directory>"

      This means your windows user account does not have sufficient privileges to create the installation directory specified (eg. typically c:\program files\CarbonPoker). To rectify this, you should install to a different location that you do have privileges to create. Typically this is a directory under your windows user's home directory (eg. c:\Users\<my user>\ or c:\Documents and Settings\<my user>\). Failing that, you will need to upgrade your windows user account to be an Administrator (refer to section "Windows Administrator Account").
    2. "Unable to create files in the install directory. Please ensure you have permission to write to <installation directory>"

      This means your windows user account does not have sufficient privileges to create files inside the installation directory specified (eg. typically c:\program files\CarbonPoker). To rectify this, you should install to a different location that you do have privileges to create files. Typically this is a directory under your windows user's home directory (eg. c:\Users\<my user>\ or c:\Documents and Settings\<my user>\). Failing that, you will need to upgrade your windows user account to be an Administrator (refer to section "Windows Administrator Account")
    3. "Invalid directory : <installation directory>"

      This means the installation directory you have specified is not valid. To rectify this, you should install to a different location that exists and that you have sufficient privileges to create files under.

  2. When I run the client after installing, I get the following message:

    1. "An unidentified program wants access to your computer" and presents 2 buttons, "Cancel" or "Allow".

      This is windows vista asking you to run our software as an Administrator so that it can update files and save your settings/hand history correctly. If you select Cancel, the software will not run. You need to select "Allow" to let the software run correctly. If you don't want it to prompt you every time, you can turn off "User Access Control" in windows vista, but be warned, this will affect all programs on your machine. To turn off User Access Control, follow these steps: Go to "Start -> Settings/Control Panel -> User Accounts". Select "Turn User Account Control on or off". Unselect the checkbox for "Use User Access Control (UAC) to help protect your computer" and select ok. You will need to reboot windows for it to take affect.

  3. When I run the client and it upgrades the software, I get the following message:

    1. "Required resource not available" "Unable to retrieve a required resource, please contact support"

      This means you are not connected to the internet correctly, or your computer is having trouble reaching our configuration servers. Check your internet connection, firewall and try again. Failing that, please contact customer support who can guide you through resolving these networking issue.
    2. "Unable to retrieve product manifest" "An error occurred retrieving the product manifest file, please try again later."

      This means you are not connected to the internet correctly, or your computer is having trouble reaching our configuration servers. Check your internet connection, firewall and try again. Failing that, please contact customer support who can guide you through resolving these networking issue.
    3. "Unable to update installation directory" "You do not have sufficient privileges to update the software, please login with an account that has write permission to the installation directory."

      This means your windows user account does not have sufficient privileges to update files inside the installation directory specified (eg. typically c:\program files\CarbonPoker). To rectify this, you should upgrade your windows user account to be an Administrator (refer to section "Windows Administrator Account"). Failing that, right click on the CarbonPoker icon and select "Run as Administrator". If this problem still persists, you will need to re-install to a different location that you do have privileges to update files. Typically this is a directory under your windows user's home directory (eg. c:\Users\<my user>\ or c:\Documents and Settings\<my user>\).
    4. "The program was unable to download the configuration settings. Please check your internet connection and try again, or contact customer support if the problem persists. The program will now exit."

      This means you are not connected to the internet correctly, or your computer is having trouble reaching our configuration servers. Check your internet connection, firewall and try again. Failing that, please contact customer support who can guide you through resolving these networking issue.
    5. "The product is not correctly installed for the current User Account. Please download the installer and install it again. If you continue to have problems, please contact customer support."

      This means the software was previously installed by a different windows user account than the one you are currently using. You will not be able to upgrade the software using your current windows user account. The best solution is to re-download the software from the website and install from scratch.
    6. The client is already installed but does not save my settings or my hand history

      This means your windows user account does not have sufficient privileges to update files inside the installation directory specified (eg. typically c:\program files\CarbonPoker). To rectify this, you should upgrade your windows user account to be an Administrator (refer to section "Windows Administrator Account"). Failing that, you will need to re-install to a different location that you do have privileges to update files. Typically this is a directory under your windows user's home directory (eg. c:\Users\<my user>\ or c:\Documents and Settings\<my user>\).

  4. What are the system requirements for the poker room?

    1. "The minimum system requirements needed to run our poker software on a PC are:"

      • Microsoft Windows 2000, XP, Vista, Windows 7 or 8.
      • 400MHz Pentium or faster CPU with at least 128MB of free RAM.
      • At least 50MB of free disk space.
      • Adobe Flash version 6 or higher.
    2. "The minimum system requirements needed to run our poker software on a Mac are:"

      • OSX 10.5 or better.
      • Intel based system.
      • At least 50MB of free disk space.

** Windows Administrator Account **

To determine if your windows user account is an Administrator and if not, then upgrade it, follow these steps:

  • Go to "Start -> Settings/Control Panel -> User Accounts".
  • You should see a list of users.
  • Once you have found your user, look at the wording listed under your account name.
  • It should say "Administrator" if you are an Administrator, or "Standard User" if you are not an Administrator.
  • There should also be at least one Administrator account listed on your machine.
  • You need to logout and login as that Administrator.
  • If you can't do this, you will need to contact your Administrator.

Once logged in as the Administrator, you need to upgrade your standard account.

  • Again, go to "Start -> Control Panel -> User Accounts". Select "Manage another account".
  • Select your standard account. Select "Change the account type". Select "Administrator" and click "Change Account Type".
  • Logout and log back in as your normal account. You should now be an Adminstrator user and will be able to continue the installation.
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