the_chess_zebra wrote:
I'm write, "cone-head" from the Netherlands is black. I move and the clock starts ticking... and ticking... cone-head has not moved and his clock now sits at 6 minutes 42 seconds. So, I am going to abort the game, but there is no ABORT button. WTF??? PLEASE FIX THIS!!!
Look at your archive. He moved after three seconds.
You must have disconnected. You can't abort a game after both sides have moved.
Don't you feel silly now?
It still is possible that it was a bug and not a disconnect. I haven't heard any updates but it appears that there are some instances where the client on one end never receives the move but isn't actually disconnected.
If you are on the website and you sit waiting for very long, how long depends on the time control, you really should refresh the window/tab to make sure that doesn't happen.
By the way, are you on v2 or v3? Or were you on one of the apps by chance?
It still is possible that it was a bug and not a disconnect. I haven't heard any updates but it appears that there are some instances where the client on one end never receives the move but isn't actually disconnected.
If you are on the website and you sit waiting for very long, how long depends on the time control, you really should refresh the window/tab to make sure that doesn't happen.
By the way, are you on v2 or v3? Or were you on one of the apps by chance?
Martin, where are you hearing that it may be a bug? From Chess.com?
Yes. It was from a staff member. I'm not sure the status and I don't think it is absolutely sure there is a bug, just that it appears there might be one and it is being looked into.
At the very least, if it is a disconnect issue, there is a bug that the client isn't seeing that it is disconnected and is happy to just let time run down until it aborts 
First of all, I refresh my screen when appropriate. I am on a very good connection on a very fast powerful PC tower. Secondly, this is a problem in your software. It is not a refresh problem, otherwise the clock would not be marking down time. It is a problem where the moves are not being displayed on the board. This is a software bug and I want my lost points restored. Bugs like this can happen in any type of software and they are usually easy to fix. Also, I want you to know that your tendency to blame the end-user for your software bugs comes across as defensive and immature. It's better to ask what the end-user was doing, if you want more info, than accuse the end-user of being an idiot. And no, you didn't come right out and call me an idiot, but after reviewing all your answers to my posts, that's exactly how you made me feel. When you treat people like this, whether you mean to or not, it discourages the user community from reporting bugs. I suggest you try a new approach - take point blank what the user says and report it to your software team. Then, if they have questions, contact the end-user to get that information.
notmtwain: Your comment is rude and irrelevant. There is obviously a client-server software bug. I suggest that in the future, you adhere to the rule of "please me nice" and stop trolling legitimate end-user reports to chess.com technical support.
This isn't the place to reach technical support. It only reaches other users.
There are more than 10,000 users online at almost all hours. If it were a bug, it would affect a lot more than one or two users a day.
The idea that the staff is considering that it may be a bug is new. I think it was a mistake to mention it unless it was documented but there are a lot of things on this site that don't make sense.
It is much more likely that it is your connection. The fact that your clock continued running is not proof of anything. I remember back when I had a slow PC with a wireless connection. I used to get disconnected often. The screen would freeze when big flash ads were loading. I haven't had that problem in years.
It is a web connection. It is not persistent. In another post, you mentioned that you use Firefox. Perhaps that is your problem. Most people recommend Chrome.
So anyway, if you want your points restored write an email to the support staff.Use this Contact link that comes from the Help page. I don't think they ever do that but you can always ask.
The suggestion for the refresh is to force the client to reconnect to the server to get the current game state and time. If the client is really disconnected but the code doesn't recognize that, then of course the clock is going to continue to run down.
I have seen it happen to others and have had it happen to me a few times. Refreshing worked on most of those and once I had to close the client and get back into live to get the connection going.
It also doesn't really matter how powerful your computer is. As long as you are using a modern browser and you don't have a super old computer then it can handle the site.
Did you ever mention which version of the site you are on? If you are on v2, then switching to v3 may help as almost all development work is going into that version.
I'm write, "cone-head" from the Netherlands is black. I move and the clock starts ticking... and ticking... cone-head has not moved and his clock now sits at 6 minutes 42 seconds. So, I am going to abort the game, but there is no ABORT button. WTF??? Now it says, "GAME OVER - the_chess_zebra vs. Cone-Head - Cone-Head won - game abandoned (-8). Your new blitz rating is 872." Cone-head NEVER moved and I abandoned the game? Ridiculous. This is a bug or a new hack. I want my points restored and this problem fixed!!!