R2W Support Centre

FREQUENTLY ASKED QUESTIONS

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Remote Support

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We are often asked questions by both existing and prospective clients regarding our software. These could be questions relating to features, functions or when a client is attempting to troubleshoot a user generated error. To deliver the answers in an efficent manner, we have here incuded below the most commonly asked questions and answers.

We constantly update this page so please use it as your reference point. If the answer to a question is not present here then please contact us by email and we’ll be only too happy to help.

Axis updates are FREE?

Updates to Axis are indeed free. Why? Because we do not penalise our loyal, long term clients by continuous charges for program development, while letting newcomers in at a fraction of that cost. Everyone pays the same fair price; once for the program functions and then for the ongoing data subscription. Free updates do not however extend to functionality that you haven’t originally paid for, such as a higher level of subscription or a licence extension to use some of the additional features that are available. We have different prices for different levels of access to help clients to effectively manage their budget. However, once you have paid for a level of access, any updates to it are free.

Will I get the results that you are getting? I have in the past bought software that delivered different results than those that were shown.

YES! That is the simple answer. To expand on this, we can’t obviously guarantee the results, however what you get in the files is exactly what we are working with. Our results haven’t changed for years in regards to the strike rate, which is the only thing we can control, in fact strike rate has progressively improved as we constantly update our methods. The figures that we quote will always be over a substantial period of our back data catalogue, not over a purple patch of a few months. As such they are solid and reliable due to the large number of races in the sample.

Can’t edit a csv or text file in Axis Settings Folder. File presents like read only.

Please only edit files you have been instructed to edit by R2W. This issue is reported by a few clients and has been traced to some over enthusiastic Windows over-protection. There is enough on Google about it, however the solutions are complicated! To deal with it simply, open the Settings folder and drag and drop the file on your desktop. Alternatively, use Cut and Paste. Open and edit the file from your desktop. Close and save. Drag and drop or Cut and Paste the file back into Settings. Windows seems to like that! Remember to restart Axis to ensure the new settings are implemented.

‘Not Responding’. I tend to get this message, what is the problem?

‘NOT RESPONDING’ message while downloading or saving data is a normal occurrence in the program and does not mean the program has crashed. It is an indication that the program is not to be disturbed while it is completing a database operation such as writing data. Be patient, most operations are resolved within a minute. Watch the status line for the progress of the program.

Can I have an additional licence for my work computer/laptop?

Certainly, however you will still need to pay for the second data subscription. If you wish to be able to take Axis with you, for example to the racetrack, we suggest that you set up Axis on a laptop instead of your PC. We may, at our discretion, allow you to temporarily relocate your data and settings to a second copy of Axis on a different computer; however you will not be able to download data to the original copy at that (same) time. This can be of use if you are travelling on holidays.

About the Live Updates, does that have to run all the time? I’m on a limited internet plan.

The Live updates can be turned off if you are concerned, however remember that the manual states that the data is updated only when you request it, so they are not running in the background dumping information into Axis. It is up to you to work out how best to balance the need to get Live updates with your internet plan limits, however be assured that the usage is very small compared to general browsing on the internet.

I am trying to see some data, but the columns are gone. + When I look in yesterday's file I see certain data, but in today's file it is not there.

You don’t have a subscription level that enables that data in today’s files. We are extremely fair with the way we let users see data. As such we let everyone see data in resulted files, so that you can make informed decisions about increasing your subscription if you wish to avail yourself of what you are missing, however on the race day, before the files are resulted you can only see what you pay for.

Note: while we let you view data outside of your subscription level, you won’t be able to use it in system tests or the consensus panel. Still, you can see the analysis for these form elements in system tests even if you can’t use them, again in order to make an informed decision should you wish to upgrade your subscription level.

Note 2: Please ensure that you are not hiding the columns, check your Columns Set up for RDP to check this.

I was doing manual scratchings in the RDP, it seems like a really inefficient process.

The scratching of a horse from the RDP (right click menu) is designed to allow on-the-fly one off scratching, such as when a horse is scratched in the barrier as you are watching the races so that you can reframe the race fast. Most scratchings are handled by the Live Updates; which at a click of a button delivers track condition changes, scratchings, price changes, jockey changes and even distance or start time changes extremely fast.
For Early Scratchings and Track Condition changes in a BULK manner for entire meetings and races at a time, Professional clients have access to Pro Functions where that is possible and is designed to be quick and as painless as manual scratchings can possibly get.

Do I have to pay for updates?

Updates to Axis are free! We do not penalise our loyal, long term clients by continuous update charges for program development, while letting newcomers in at a fraction of that cost. Everyone pays the same fair price; once for the program functions and then for the ongoing data subscription. Free updates do not however extend to functionality that you haven’t originally paid for, such as a higher level of subscription or a licence extension to use some of the additional features that are available. We have different prices for different levels of access to help clients to effectively manage their budget. However, once you have paid for a level of access, any updates to it are free.

Axis is updated quite often, why?

We are dynamic in nature, just like the punting landscape and we improve the program and our data all the time. This is a full time job for one of the partners and we are punters first and foremost. As such we don’t want to sit on improvements when we can have/release them now. Besides the updates are free and take just a minute of your time to perform.

I’m busy! Do I have to install every update?

YES! Updates are free, released for YOUR BENEFIT and most take a minute of your time to perform. See the question above ‘why we have updates’. We can’t concern ourselves or apologise, when it comes to ‘upsetting’ our clients with updates, they allow us to continually expand, improve and deliver the outstanding Axis product you subscribed to.

Will I be able to handle the updates I’m not too computer savvy?

Most updates take about a minute to do, and are easy if you follow the instructions. There are some more extensive updates from time to time that extend Axis in terms of data or functionality that require some maintenance to be performed. However; all our updates are always accompanied by detailed step-by-step instructions. If all fails then we can assist through remote support and even walk you through your first update so that you can gain confidence in this simple process.

I was updating and now Axis is gone and I have no installation file.

You have not followed instructions and you have chosen to RUN the Axis installation file instead of downloading it to your Desktop or you have downloaded it elsewhere. Either search for ‘R2W Axis Setup.exe’ to find it or search for ‘Axis Emergency Download link.txt’ (located in your Axis installation directory) on your PC and follow its steps.

Axis utilises one and the same installation file to firstly uninstall the old version of Axis and then install a new version of Axis. By not having the installation file SAVED (on your desktop) you can’t perform the second step; and install the new version of Axis.

When you get the installation link, download the file and continue by installing Axis and then follow any installation instructions in the Release letter.

I just updated the program and now I am told that I am no longer licensed to use it!

The problem is likely that you have installed the program to a different directory. When you update you must always install into the same directory from which you uninstall, because it contains all your files, data, settings and so on. Another possibility might be that you have uninstalled the program using an aftermarket uninstaller that has wiped Axis clean off your drive. Please follow instructions on how to update the program in the manual and remember where it is supposed to be installed if you originally chose to install to a custom directory.

How much bandwidth will all these files take up? I’m on a limited internet plan.

The normal download file for a Saturday is about 0.6 megabyte in size, most files are smaller than that. A visit to news.ninemsn.com.au, which is a news site, downloaded 2.2 megabytes just to display the front page. That should give you a comparison; our downloads are small compared to most web sites sizes you may be browsing every day.

Are the files updated during the day? I’d like to stay on top of any changes.

No, once a file is released, it will not be updated. Axis has Live updates to take care of late scratchings, track condition and race time changes as well as TAB prices.

Do I need to download all files; I don’t punt on weekdays other than Wednesday and Saturday.

You should always download only the files that you need. So if you don’t need a day’s file, then just download the Resulted file the next day for your records and system testing.

System test results give me first starters even when I have last start filters.

The solution is to set number of starts for the horse (in horse filters) to min 1 or more. Axis bypasses any filters pertaining to last 3 starts if those starts are not available in the form. Many people do not intend to eliminate horses based on these filters, if the run is not present. If you insist on 3rd last start filters (for example) then you need to set number of runs to min 3 or more.

A message in Stewards column 'Note: Axis Provisional result'.

This notifies that the start may be in an interim state. Past form for horses last start can only be properly delivered when the horse races next time, after the data goes through the many verification/correction steps. In the meanwhile Axis pieces together as much about that run as its possible from the data it has; to imitate a resulted past form. Hence the notice. What result may be incomplete ? Steward comments. The ratings may be subject to verification. The in running may or may not be known. The weight carried may have been overweight. Margins and official track conditions need verification ….. All these and further checks are only ever finalised when the data is delivered into horses past 20 starts at the point when the horse runs next time. Alternatively the start in question may be more than 20 starts old and it has been replaced in the past 20 starts rotation in the past form for the horse. In this case Axis again constructs the result from what is available.

Remote Support

Our Remote Support is only available by appointment. Please contact us via email or phone so that we can organise a suitable time.

Using the Remote support facility is simple.

If you don’t have Team Viewer installed yet, just click on the Ratings2Win Support icon located on the right. Once downloaded, click on the Team Viewer.exe file and select Run.

When you open Team Viewer at the appointment time, let us know Your ID and Password and just sit back and let us do the work on your behalf.

Any Questions?

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