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Software not connecting

If you're having trouble establishing a connection, here are some tips.

Press here if you're using our mobile app. Or, for our desktop software, follow the instructions below:

Desktop (Windows & Mac)

Restart and reconnect

Restart your computer and turn any network equipment connected off and on again. Network equipment can include devices like your modem, router, access points, etc. Next, make sure your internet connection is working, then reopen our software. If the issue remains, try configuring your security software.

Configuring your security software

To allow our Windows software to access the internet, you can give access to these programs:

  • 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. For information on allowing programs through the Windows inbuilt firewall, check out: Windows Defender (

For information on how to check if our application is allowed through the Mac inbuilt firewall, visit: macOS Firewall (

If your security software is different, check with the manufacturer for instructions.

If you still can't connect, contact us

If the above steps don't fix the issue, send us the details below:

  • Details of the error message you're receiving. A screenshot would help.
  • The firewall or security software installed on your computer (i.e., Norton, Panda, Avast, AVG).
  • Our software's log files. These files will be overwritten after 48 hours, so send them as soon as you can.

You can send us this information via our software, mobile app, or website.

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.

Mobile (Android & iOS)

If you can't connect via mobile, try these suggestions. After each step, retry our app.

Check your internet connection

Check that you're connected to either Wi-Fi or a cellular 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

The next step is to restart your device by powering off and turning it back on.

Reinstall our app

If restarting does not resolve the issue, try reinstalling our app. You'll first need to remove the app by deleting it from your device. Download a new copy of our app and install it.

Contact us with more information

If the above steps don't fix the issue, you can report the problem by sending us this information:

  • Error message
  • Smartphone/tablet make and model or iPhone/iPad model
  • Android or iOS version

You can send us this information via our software, mobile app, or website.


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