Playing chess online with friends is fun, but if you have any difficulties, find your answers right here.
Did my account disappear?
Free accounts may be removed if unused for prolonged periods. From time to time we purge inactive accounts. The “grace period” is dynamic and calculated based on many factors. We do want to reward active users and we need to conserve resources (storage is not free and having a few Gb of unused accounts doesn’t help); we also need to backup the databases and maintain them, which requires more CPU power.
Accounts may also be removed if they contain offensive names.
I get disconnected unexpectedly, why?
SparkChess Multiplayer Service is powered by leaders in cloud services. We have load-balanced live servers located in New York City with automatic failover in Atlanta. We take daily offline backups. We monitor the service 24/7 at 1 minute intervals. We have an uptime of 99.99%. You can check the public uptime stats.
If you get disconnected, the most likely cause is an instability of your internet connection – wifi issues, mobile data connectivity and so on. The multiplayer service requires constant connection and if the connection is lost for 30 seconds, you get disconnected.
Users who use torrent (or any other P2P) software may also experience issues, especially when there are many connected peers.
If you get disconnected, you can use the Multiplayer Service Status to see if the service is down. That page is updated every minute.
How reliable is the multiplayer service?
Over 25,000 people use the SparkChess Multiplayer service every day. There are between 300 and 1000 players online at any given moment.
SparkChess Multiplayer is built using Union Platform by User1 and hosted by leaders in cloud services. We have load-balanced live servers located in New York City with automatic failover located in Atlanta and DDOS filtering. We take daily offline backups. The quality of service is monitored 24/7 at 1 minute intervals.
Unlike many other MMO’s we do not take servers down daily or weekly. We apply rolling updates on the servers so that there’s always at least one server running at any time. We have 99.99% uptime.
I can’t connect. Help!
SparkChess Multiplayer was designed to connect through firewalls. Generally speaking, if you can browse the web, you should be able to use the service.
Check the Server Dashboard – if it reports that it’s up and there are people connected, the problem is local.
- If you have the free online version, the most likely cause is that you’ve exceeded the maximum number of daily matches or that there are too many players connected (users of SparkChess Premium have priority).
- if you have the Premium desktop version, some Antivirus programs include overzealous firewalls that may block SparkChess. You must grant access for SparkChess to access the Internet via port 80 (HTTP) or 443 (SSL). If you’re unsure, temporarily disable any antivirus and firewall you may have installed and see if you can connect.
- if you have SparkChess on a mobile device, we noticed that DNS resolution seemed slower in some instances leading to timeouts in extremely rare cases.
Can SparkChess work behind firewalls?
Yes, if you can browse the web, you should be able to use the multiplayer service.
How do you handle abusive users and cheaters?
We do not tolerate bullying, cheating or any other abusive behavior. If you have knowledge of such actions, please report the user’s nickname and their behavior. We may penalize their score, ban them for a limited time or, in extreme cases, remove their account and ban their IP. At least once we banned an entire IP range.
In chat, you have a Report action button for the chat messages that you receive. We receive a copy of the message and determine the appropriate actions. For example, abusive players may have their chat privileges revoked.
You can also block annoying opponents and they won’t be able to invite you anymore. In fact, it’s like they don’t exist anymore.