Unexpected error while using our software (desktop)

To resolve this error, we recommend taking these steps:

  • Restart your computer/device and power off/on any network equipment you have connected (i.e., modem, router, access points).
  • Limit the number of applications and web pages you have open, especially if these are streaming music/videos or downloading large or multiple files. Alternatively, temporarily disable other apps/programs that are running.
  • Don't use a proxy server or VPN when connecting to our software.
  • Check that your security software is not blocking any of our software's components by taking the steps below:

Open the security software's control panel (often, you double-click the security software's icon near the Windows system clock or locate it under the start menu).

Next, select the 'Programs' tab (or otherwise locate the program list). There may be several in the program list:

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

Add all the program components mentioned on the list. For each one, changing 'Block All' to 'Permit All' (or to the least restrictive permissions) should resolve this issue.

The instructions for accomplishing this step vary. For further help, contact the provider of your security software.

If the issue remains, your Internet Service Provider (ISP) may be blocking access to some elements of our software. We have received reports that using Google Public DNS resolves this issue. You can find information on configuring your network settings on Google's website.

If you are still experiencing issues after these changes, we recommend contacting your ISP's support team for further help. In the meantime, try using a different connection (with another ISP) if you have access to one.

We provide links to third-party websites and products as a courtesy to our players. The Stars Group neither endorses nor assumes responsibility for the use of 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.


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