SugarHouse Geolocation Error Guide

Table of Contents:

Google Chrome Network Access Error
603 Error
DNS Issues/Error: 612 and 613 Errors
TE 1004 Error
TE 9001, 9002, and 9003 Errors
Enable Location Services on iPhone
Enables Location Services on Android
How to disable a Proxy (Mac/Apple OS)
Restricted Locations

General Restrictions:

• Due to operating system restrictions, devices running ChromeOS, such as Chromebooks, cannot geolocate.
• Wired connections via an ethernet cable cannot be geolocated accurately, as they do not provide accurate geolocation pings. You must use Wi-Fi to geolocate accurately. 
• You'll be unable to geolocate while running any Remote Desktop Access programs, VPNs, or Proxies; as these software allow users to alter their location. Please disable or pause these programs prior to logging in to your account. 

Google Chrome Network Access ErrorIf you're using the newest version of Google Chrome, you'll be asked to either Allow or Block access to your local network. You'll want to select "Allow" to properly geolocate and wager on our site. However, in the case that you accidentally select "Block," please follow the troubleshooting steps below.  

To change from "Block" to "Allow" to resolve Geolocation Error: 

1. Go to Chrome Settings.
2. Select Privacy and security.
3. Choose Site Settings.
4. Scroll down to Permissions and click Additional permissions.
5. Click on Local network access to see which sites have requested access.

603 Error - As a solution, please try the following troubleshooting steps:

1. If on a computer, clear your web browser's cache and cookies
   1. Close any other running tabs, reload the browser, and retry to connect
   2. Ensure that you do not have the casino website open in multiple tabs, and that you are not using private mode in your browser, as it may restrict the location permissions and prevent successful geolocation.

 2. Reboot the router and check the quality of the internet source through a speed test as well to ensure you’re connected to quality Wi-Fi. Very poor connections may have trouble maintaining a stable connection to online games.

3. Make sure that you’re not running a VPN or proxy. Please be aware that to get the best experience while wagering, it is important to make sure that:

4. Location Services, Wi-Fi (even when connected to Cellular), and Cellular (provided that it is available on your device) settings are enabled while playing.

5. Your device is not in battery-saving mode, as it limits geolocation data.



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612 and 613 Errors:

To resolve on Mac: 
1. On your Mac, select the Apple Menu -> System Preferences



2. Select Network



3. Select the Wi-Fi connection that you want to edit from the list on the left, and then click Advanced



4. Next, click on the DNS tab at the top of the window. 



5. Click on the plus icon (+) under DNS Servers



6. Enter your new Primary and Secondary DNS Addresses. You'll want to use either the Google Public DNS (Primary DNS: 8.8.8.8 and Secondary DNS: 8.8.4.4) or Cloudflare (Primary DNS: 1.1.1.1 and Secondary DNS: 1.0.0.1). When a URL needs to be resolved, your Mac will query the first entry on the DNS server list. If no response is received, it'll move to the next entry and try again. 

7. Once you have the new DNS Addresses listed, click Ok



8. Lastly, click on Apply. Your changes won't go into effect until you click Apply in the bottom-right corner of the Network Window. This should resolve the DNS issue causing the 612/613 error, but if not, please scroll down this guide and also attempt the procedure to disable DNS Rebind if you're using a Verizon router. 



To resolve on Windows:

1. Open up Settings in the Windows Menu

2. Click on Network and Internet

3. Click on Wi-Fi and select the network that you're on.



4. Scroll down and click Edit under your IP Settings



5. Select Manual and toggle on IPv4. Then, enter in either the Google public DNS: Preferred DNS 8.8.8.8 and alternate DNS of 8.8.4.4 - or you can try Cloudflare's preferred DNS of 1.1.1.1 and 1.0.0.1 



6. Once you've entered in the new Preferred and Alternate DNS addresses, please click Save and then connect to your internet. The 612/613 geolocation error that was caused by your router's DNS settings should now be resolved, but if not, please try the DNS rebind steps as well below. 

How to disable DNS Rebind (Verizon Routers):
1. Enter "192.168.1.1" into your URL bar and then hit enter. Some browsers may issue a warning message, as seen in the screenshot below, and if that happens, click "Advanced" and then "Proceed to 192.168.1.1" 

2. This will bring you to the Fios Network settings login page, and from there, you just have to input the "Network Settings Password" on the back of your router to process

3. Once logged in, select the Advanced tab at the top of the page. Then, from the options on the left-hand menu, expand the Network Settings group and select DNS Server. This will redirect to the screen in the screenshot below, and then we just have to remove the X from "Enable DNS Rebind Protection." Once this is removed, restart your device, and then you should be able to geolocate.

TE 1004 - We have adjusted our side to ensure that our players access our platform through the official application to keep the most compatibility with iOS devices. Please use our official application, which can be downloaded through the following link: https://apps.apple.com/us/app/playsugarhouse-casino-sports/id1635348166



TE 9001/9002/9003-  With these errors, the first troubleshooting step is to confirm that your WiFi and location services are completely enabled. If not, they can be enabled through their device settings via the steps listed below. If you still run into the error after enabling Location Services, please also delete and redownload our app if on mobile, and if on a computer, please restart your device. 


Enable Location Services on iPhone:

1. Go to Settings > Privacy > Location Services.
2. Make sure that Location Services is on.
3. Scroll down to find SugarHouse app.
4. Allow location access: Always
5. Turn ON Precise Location

Enable Location Services on Android:

1. Swipe down from the top of the screen.

2. Touch and hold Location.

   1. If you don't find Location:

      1. Tap Edit or Settings.

      2. Drag Location into your Quick Settings
         
          

How to disable a Proxy (Mac):

1. In the Safari browser, click Safari -> Preferences 

2. Click the Advanced tab. Next to Proxies, click Change Settings

3. In the Proxies tab, uncheck any checked boxes.



4. Click Ok -> Apply

Restricted Locations:  

• Inside or around a land-based Casino
• Inside or around Sports Stadiums
• On Tribal Grounds
• Within 5 miles of a state or country border

If you’re not seeing steps for the error you’re receiving or if the troubleshooting has not resolved the error, please reach out to our Live 24/7 Player Support Center via either Live Chat, Email, or Phone, and we’ll be happy to assist.