Fix connection and disconnection issues

How can I fix disconnection issues?

Start with these basic troubleshooting steps:

1. Log out of the app or close the desktop software
2. Turn off your device
3. Restart your network equipment
4. Turn your device back on
5. Reopen the software and log back in

If the issue continues, follow the steps for your connection type.

 

How can I fix disconnections on home broadband?

If you use Wi-Fi or a wired connection, try the following:

• Close other programs that use the internet, such as streaming or downloads
• Check that your router or modem uses the latest firmware
• Contact your device manufacturer if you need help updating firmware
• Check your router settings

Some routers (models like DLink DI-624+) can cause connection issues in Turbo mode. Check out your router manual or contact the manufacturer for help.

 

How can I fix disconnections on mobile?

If you use the mobile app, try the following:

• Close apps running in the background
• Use only one connection type (Wi-Fi or mobile data)

Your device may switch between Wi-Fi and mobile data automatically, which can interrupt the connection. For stability, turn off one option. Wi-Fi is recommended.

 

What should I do if the issue continues?

If the issue persists, reinstall the software or app.

To view the reinstall steps, open the reinstall guide.

Visit:

'How to reinstall the PokerStars software' 

 

What information should I send to support?

If the issue continues after reinstalling, send us details about your setup and connection.

Desktop information (Windows & Mac):

• Operating System, e.g., Windows 10, macOS 10.15, etc.
• Computer Processor, e.g., Pentium 4, 2.4 GHz, G3, G4, Intel Core2Duo 2.4 GHz, etc.
• System RAM, e.g. 512 MB, 1 GB, 2 GB, etc.
• Connection Type, e.g., cable, DSL, satellite, etc.
• ISP (internet service provider)
• Router/Modem, e.g., D-Link DI-624, Linksys WRTG54GS, etc.
• Log files

Mobile information:

• The make and model of the device (e.g., Samsung Galaxy S10, Apple iPhone X, etc.).
• Software version (e.g., iOS 15, Android 11).
• Connection type: Wi-Fi and/or cellular, and which company provides the service(s).
• Our app's log files.

 

How can I send log files?

Send your log files so we can investigate the issue.

Send them as soon as you can. The system deletes them after 48 hours.

Desktop:

• Open the software (you do not need to log in), then go to:
• Help
• Log Files
• Enter your details and select 'SEND LOG FILES'
• 'SEND LOG FILES'

Mobile:

• Go to Account
• Help
• Send Log Files to Support
• Enter your details and select 'SEND LOG FILES'