Questions & Answers

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Description

Q
I am getting the error message Login_unauthorised or not authenticated user token, why is this?


A.
This can happen for a number of reasons and is normally related to an account issue which can sometimes be an error on betfairs system. Please submit a helpdesk ticket with the betfair username, member username and any additional details. This information will help us to diagnose and resolve the issue as quickly as possible.


Q.
Once I have loaded my bets into the bot can I switch off my machine and internet connection?


A.
Sorry no, you must keep the Grey Horse bot running and connected to the internet. The Grey horse bot continually monitors betfair from your computer through your internet connection, if it is not running it can not do that.


Q.
When I make changes to my options they are not saved or i get a message that states "access to config.xml denied" why is this?


A.
This problem is a windows Vista/7 security permissions issue and can be resolved by taking the following steps

1) Close down the bot
2) Right click over the GHB shortcut on your desktop and choose properties
3) Select the compatability tab from this screen
4) Tick the box that states run as administrator
5) Press apply and then ok and restart the bot


Q.
 Can I use multiple betfair usernames with GHB bots?
 


A.
We only allow 1 betfair username as standard per account in our system, the reason for this is that the administration charges have been increased for betfair accounts.. we do still allow multiple usernames however there is a one off charge of £5 per username
.

You can purchase an additional username token in the members area


Q.
I am getting the error message unable to connect to remote server / 405 service unavailable/request failed with empty reposnse, why is this?


A.
This issue can be due to a couple of things

1) betfair API may be down please check the betfair site for service updates  (normally found in the forum)

2) Check that your firewall or anti virus is not blocking the GHB.exe file


Q.
When I try to add markets i get the message GHB has encountered an error, why is this?


A.
This issue can be due to a couple of things

1)Please make sure that you are waiting for the "getting markets, please wait" splash screen to dissappear of its own accord before trying to select your market.

2) Please make sure you are running the latest version of microsoft.net framework (downloadable for free from the microsoft website) GHB requires version 3.5 sp1 or higher


Q.
The bot shows bets on the screen but they are not placed in my betfair account, why is this?
 


A.
First of all please check that you are in live trading mode, paper trading will not place live bets in your betfair account

In live mode If a bet appears on the main screen but is not placed on betfair it is often the case that the bet was not able to be matched by betfair. unfortunately this is something that we cannot control.  if you check your betfair account statement under "lapsed" bets you will find this bet there. this basically means that betfair
have cancelled the bet because they could not match it.

You will find that unmatched bets will appear on the 2nd line directly below the main status line on the main screen of the bot.


Q.
My bot wont place any bets, why is this?


A.
This is most likely due to a settings issue, please can you submit a helpdesk
question providing details of your problem and attach your config.xml file from your bot, you can find the config by following the below instructions.

1) open my computer

2) open local disk c:/

3) open the program files folder

4) inside there is a folder called grey horse bot 4.2 betfair uk open this

5) inside this folder is another folder called configuration, please can you attach the config.xml file that is in there to your reply in the help system


Q.
When I have set up a bet the bot sometimes places a bet under or over my odds trigger range?


A.
GHB looks to submit a bet within your odds trigger range and will only do so if the odds are within that range, sometimes the price can move but there will still be enough money on it to take the bet.

The betfair exchange is designed to not only to match your bet but also to get you the best price possible. When you place a lay bet say at 2.00 you are asking betfair to match that price or get me a better one. The same applies to backing.
So if your trigger range is set from 2.00 to 3.00 and the bot puts a bet in at 2.00 betfair will immediatly try to match it and if that means at a better price than 2.00 then it will.

There is no way (yet) to tell betfair only to place a bet at one price only


Q.
My Grey horse bot will not open properly, I get an icon on my task bar but no main window and clicking on the icon does nothing How can i resolve this?
 


A.
This is a strange occurrance that seems to be a windows problem, however we have figured out a way around this by doing the following.

Maximise the GHB icon in your taskbar (right click over it and select maximise) then log out of the bot using Action-Exit. Once you open the bot again it will be restored

If you are using windows vista / 7 you will need to hover the mouse over the small preview of the window that pops up when you place the mouse pointer on the taskbar, then right click 


Q.
When I am Paper trading the bot sometimes shows an incorrect PL result, why is this ?
 


A.
The paper trading PL cannot be accurate on the greyhounds, or on any markets that do not offer in play betting.  We have advised of this in the support documentation.

The reason is that when paper trading the bot is not placing live bets.. therefore does not have the betfair account or profit and loss statement to display a PL.   How it calculates the PL in paper mode is by predicting the winner of the race using the lowest priced runner at suspension. This works very well predominantly in the horse racing markets.

Now because greyhound markets do not offer in play betting they suspend at the start of the race.. which makes it difficult for the bot to predict the winner and can result in incorrect PL reports in paper trading mode.


Q.
Can I download and run GHB on a mac?
 


A.
No sorry the GHB requires microsoft.net framework to run which cannot be installed on mac OS.


 

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