If you're experiencing issues with our software, for example:
It can mean that our software doesn't have the appropriate Windows permissions. A complete reinstallation of our software should fix the issue.
Here's what to do:
Make a backup copy of your settings and player notes files (if applicable) first. Their filenames are:
The player notes file is only present if you've saved notes or labels on other players at the poker tables. If you don't take notes on players, just save a copy of your settings file.
To do this, open our software (if possible) and follow these steps:
Help → Open My Settings Folder
Find the file(s) and copy them to a safe temporary location.
If you can't open the software, you'll need to manually navigate to the settings folder to locate the file(s).
Once you've made a copy of those files, uninstall our software.
Settings → Apps → Apps & Features
Use the search bar to find our software or scroll down the list, then choose our software and press the 'Uninstall' button.
Next, delete all program files from our software's install directory. The default folder is C:\Program Files (x86)\PokerStars\
You'll also need to delete the settings files. To locate these files, open the settings folder, as described in Step 1. Once you've located the folder delete all the files contained within.
Make sure that you're logged into Windows using an account with Administrator rights.
Check that User Account Control (UAC) is enabled:
If the slider bar is set to 'Default', move to the next step. If it is not, set it to 'Default', press 'OK', and restart your computer.
Download our software installer file from our website.
During installation, install into the default directory of C:\Program Files (x86)\
If you want to silence the UAC without turning it off, third-party programs can help you with this. You can find these tools through a Google search of UAC silent mode.
Finally, be sure to restore the file(s) once reinstalled:
Help → Open My Settings Folder.
Close our software, then copy the file(s) back into the folder (if you're asked to overwrite any files, accept).
If the issue remains, security software may be interfering with our software. In this case, let us know the name and version of any security software you are running. In other words, firewalls, web filters, or virus scanners (e.g., Kaspersky, Norton Internet Security, etc.).