pokercasino
pokercasino
pokercasino
HomeTechnical Issues

Software not connecting

Pick which software you're using. After each step, try reconnecting.

Desktop software

Restart and reconnect

Restart your computer and turn your network equipment off and on again. Network equipment can include devices like your modem, router and access points. Next, check that your internet connection is working, then reopen our software.

Configure your security software

Allow these programs to bypass your security software:

  • PokerStars.exe
  • PokerStarsUpdate.exe
  • PokerStarsCommunicate.exe
  • PokerstarsBr.exe
  • PokerStarsComp.exe (.NET only)
  • Tracer.exe
  • xc.exe
  • xcw.exe
  • xcwxp.exe

If you can't find some of them, give access to the ones you can find. You'll get more information about your device's built-in firewall here:

If you're using third-party security software, check out their website for help.

Try Google's DNS

Switching to Google DNS (domain name system) can help.

You can find instructions on configuring your device's DNS on Google's website.

If this change doesn't help, try using a different ISP (internet service provider).

If none of these steps work, get back to us over chat with:

  • Details of the error message. A screenshot would help.
  • The name of the firewall or security software you use (i.e., Norton, Panda, Avast, AVG).
  • Our software's log files. They get overwritten after 48 hours, so send them as soon as you can.
Mobile app

Check your internet connection

Check to see if you have an internet connection to Wi-Fi or a mobile data network. You should see the icons at the top of your screen. If not, adjust your Wi-Fi or mobile network settings.

Restart your device

Power down your device and turn it back on.

Reinstall our app

Uninstall our app, then download and install a new copy.

Try Google's DNS

Switching to Google DNS (domain name system) can help.

You can find instructions on configuring your device's DNS on Google's website.

If this change doesn't help, try using a different ISP (internet service provider).

If none of these steps work, get back to us over chat with:

  • Details of the error message. A screenshot would help.
  • Your device's make, model and operating system version.

Disclaimer:
We give links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for using these products or websites, which are independent of The Stars Group. Please be aware that any information or products mentioned should be used or referenced at your own risk and discretion.

Did you find this article useful?


Related Articles

Can't find what you're looking for?