Connection issues: What can I do if the PokerStars software or app is not connecting to the server?

Troubleshooting connection issues with the PokerStars software and mobile app

What should I do if the PokerStars desktop software is not connecting to the servers?

If the PokerStars desktop software cannot connect to the servers, follow the troubleshooting steps below.

This advice applies to:

• Windows
• macOS

After each step, reopen the software and check whether the connection is restored.

Restart your computer and network equipment

Many connection issues can be resolved by restarting your device and network equipment.

Follow these steps:

1. Restart your computer
2. Turn your network equipment off, and on again
   • Network equipment can include your modem, router and access points.
3. Confirm that your internet connection is working.
4. Reopen the PokerStars software
5. Check whether the PokerStars software connects to the servers.

If the software still cannot connect, review your security software settings.

Configure your computer's security software

Your firewall or security software may block the PokerStars software from connecting to the servers.

Configure your security software to allow the PokerStars software programs to connect.

You can find instructions for configuring your device’s built-in firewall here:

• Windows: Windows Defender documentation on Microsoft.com

• macOS: Firewall settings documentation on Apple.com

If you use third-party security software, check the provider’s website for instructions.

Programs that must be allowed through your security software

Allow the following PokerStars programs to bypass your firewall or security software.

Here is the list of PokerStars programs you need to allow to bypass your security software:

Windows

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

macOS

• PokerStars.app
• Update.app
• PokerStarsBrowse.app
• xcw.app

If you cannot find some of these programs, allow access to the ones that are available.

After updating the security settings, reopen the PokerStars software and check if it connects.

 

Switch to Google DNS

If the PokerStars software cannot connect, try switching to Google DNS.

The Domain Name System (DNS) converts website names into IP addresses so your computer can understand the query.

Using Google's DNS instead of your ISP's (internet service provider) DNS can improve your overall internet performance.

Instructions for configuring DNS settings are available on Google’s website.

What should I do if the PokerStars software still cannot connect?

If the connection problem continues after completing the troubleshooting steps:

1. Report the issue to your internet service provider
2. Try connecting using a different internet service provider if possible.

If the issue persists, contact the Support team and provide the following information:

• A screenshot or description of the connection issue
• the name of the firewall or security software you use (i.e., Norton, Panda, Avast, AVG)
• the log files from the PokerStars software
  • The log files are automatically overwritten after 48 hours.
  • Send log files as soon as possible after the issue occurs.

 

What steps do I take if the PokerStars mobile app is not connecting to the servers?

If the PokerStars mobile app cannot connect to the servers, try the following troubleshooting steps.

This advice applies to:

• Android
• iOS

After each step, try reconnecting.

Follow these steps:

1. Restart your mobile device.
2. Try connecting using Wi-Fi, if available.
3. Try connecting using your mobile data network.
4. Reinstall the PokerStars app.
5. Switch to Google DNS (domain name system).
6. Follow the DNS configuration instructions on Google’s website.
7. Try using a different internet service provider.

What should I do if the PokerStars mobile app still cannot connect?

If the connection issue continues after completing the troubleshooting steps, contact support.

Provide the following information:

• A screenshot or description of the connection issue
• Your device make
• Your device model
• Your device operating system version

 

How do I send information to PokerStars?

You can send screenshots and log files through:

• Live Chat in the PokerStars software
• Live Chat in the mobile app
• Live Chat on the website

 

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