game occasionally freezes or won't start

Hi All, i'm new to chess.com and have had a problem with the game freezing and wondering if it's a common problem or something specific to me or my device.

I'm using the ChessUp2 board (via wifi, no phone) and playing the Bots.  Sometimes it just freezes waiting for the Bot to start, other times it's when it's waiting for the Bot to move.  It actually doesn't happen a lot, but I'd like to get it resolved before i start playing other people.

Has anybody else had issues?  

DETAILS: 

The board freezes when "waiting for bot" to make first move, or later in a game after I move and expect the bot to reply.  It only happens occasionally, most games I can play through to completion.  I suspect either Chessup or chess.com is hanging up waiting for a response from the other.  I played the bots a lot on my PC with no issue before I got my board so I think the PC->wifi->internet is solid.  

Does the comm protocol detect stalls (. timeout and resend the last msg) or does it depend on perfect msg reliability?  

I'm posting to chessup and chess.com since i don't know where the bug is, exactly.

Maybe I wasn't quite clear. When it freezes when starting a game it's just an annoyance. But it also freezes (occcasionally) when it's the bot's turn to move, so I can't finish the game. It seems like a legitimate bug, just don't know if it's chess.com or chessup so i'm reporting it to both.

The one cool thing is that chessup has piece recognition, so if i just leave the board setup i can reboot and load the board and finish the game against the built-in AI. I just want to get it working better before i start playing real people.

I have the same problem. My issue mostly shows up when the game starts. The bot simply sits there are never makes the first move. Funny enough, some bots are much worse then other. There are bots that almost never want to start up, while others almost always work. The only way to get out of the situation is to power cycle the board because nothing on the display works. You can't resign the game or anything. Also, it often stalls/freezes after you finish a game and want to immediately start another one. All this is not a huge issue, but it is very annoying for a pretty expensive product and a somewhat pricey chess.com subscription. You would think they could make this work reliably!

My last 10 minute game froze at end and caused my taking bishop and allowed opponent to move their bishop then take queen back to back.

I haven't connected the problem to specific bots, myself. I do know that when it freezes it takes what seems to be about 3 minutes for the connection issue to resolve itself. In the meantime the chess_com connection seems to be stuck. If I try and start another bot game (any bot) too quickly it is still locked up. But after waiting about 3 minutes since the latchup and then reconnecting to chess_com it seems to work again. Something seems to latch up for a few minutes and then times out and unlatches it. It almost has to be a chess_com timeout since the board is power cycled and restarts fresh. I can pwr cycle the bd immediately but I have to wait about 3-min before attempting to reconnect to chess_com.

I agree, for the $$ they ought to be trying harder to fix the problem or at least give some detailed feedback about how difficult it is to resolve.

The bot play freeze bug is getting worked on now and will be resolved soon. Sorry for the interruption to the bot games.
If you have any future issues - Please report any bugs here - and our development team will get assigned the ticket and update you when fixed:
https://forms.clickup.com/10628956/f/a4buw-2311/W5SB2I1BW8Q9I61A4T

Thanks for the update, cosmoKJ. It's only frustrating b/c the bots are so much fun to play. I've been having a great time climbing the bot ladder since I got my Chessup2 bd. Looking fwd to the fix.

Same issue here, relatively often, changed browser, same issue

ChessUp 2 or ChessUp 1?
ChessUp 2 is meant to be used without a browser - just the board. Are you using the app, and if so with CU2 or CU1?

ChessUp ? chess.com on laptop via browser, never happened with app on mobile