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Reporting software issues, malfunctions or error messages

If you are experiencing issues with our software and cannot find a solution in the Help & Support section of our website we recommend sending the following information to our Customer Support Team so we assist you to get back playing as quickly as possible:

  • Send us a screen capture of the error or issue you are experiencing
  • Include a copy of our software's log files in your report
  • Provide a description of the issue

Assistance in taking a screen capture or retrieving log files is provided below:

Taking a screen capture

Open the screen where the issue you are experiencing (e.g., error message, malfunction etc.) can be seen and follow the steps below depending on your device/operating system:

Windows
  1. Press and hold the Alt key, while holding that key press the print screen key (when you do this nothing should happen, or so it will seem so)
  2. Press and hold the Windows key (next to the Ctrl key, it has the Windows logo on it), while holding that key press the R key a window with a field will show up
  3. Type mspaint on that field and press Enter, the Paint application will open
  4. On the blank space screen that opens in Paint, press the Ctrl + V keyboard combination, now you will see the screen you captured
  5. Select File then Save As and save the file to a convenient location on your computer

If the instructions above fail to work you may wish to view an illustrated guide found on the Take-A-Screenshot website (not available in all languages).

Mac

On the keyboard press Command + Shift + 3 (all together at the same time), this will save the image to your desktop

If the instructions above fail to work you may wish to view an illustrated guide found on the Apple website.

iOS
  1. Press and hold the power/lock button (on the edge of the device)
  2. Immediately press the Home button and then release the power/lock button (the screen should flash for a second and make a camera shutter noise to indicate that the screen capture has been taken)

The screen capture you take this way will be automatically saved in the default Photos app under an album called Screenshots.

If you have any difficulty creating the screen capture further assistance can be found on the Apple website.

Android

The instructions vary depending on the device and operating system version. The most common methods are:

  • Press and hold the Volume Down button and the Power button simultaneously for 1-2 seconds

Or

  • Press and hold the Home button and the Power button simultaneously for 1-2 seconds

An animation should appear, indicating that the screen capture has been taken. The screen captures you take this way will be automatically saved in the default Gallery/Photo app under an album called Screenshots. If these instructions do not work on your device please refer to your devices user manual for details on how to take a screen capture. Alternatively, the Greenbot website (only available in English) may help as it lists instructions based on the manufacturer.

Retrieving log files

Log files contain information that our software generates and can sometimes pinpoint the cause of an issue allowing us to correct the issue or provide troubleshooting advice. It is important that you send us these files as soon as you can as they are only kept on your devices internal storage card for a period of one day. There are separate instructions depending on your operating system and whether or not you can open/log in to our software:

Log files (Able to open our software)

Windows & Mac
  1. Load our software. (Note: logging in is not required to carry out this action but if you can log in first please do).
  2. Select the Help button in the lobby (click More first if not visible).
  3. Select Log Files (include your Stars ID and any details related to the reason you are sending the log files).
  4. Click on Send Log Files, which will automatically send the log files and your explanation to us.

Alternatively, you can save the log files as a ZIP file by clicking on the ZIP & SAVE button and your log files will then automatically be saved as a .zip file on your hard drive. To do this, simply follow these instructions:

  1. Open the lobby
  2. Go to Help
  3. Go to Log Files
  4. Select ZIP & SAVE
  5. Save the file to a convenient location

The zipped log files can be forwarded to us via our Contact Support Form.

iOS & Android

First, please load our app on your mobile device and log in. Then, tap on the Menu button (Android) or the More button (iOS) then follow these steps:

  1. Settings & Tools
  2. Support
  3. Send Log Files to Support

This will automatically send the files to us.

Log files (Unable to open our software)

If you are unable to open our software you can still locate them manually and send them to us by following these steps for your operating system:

Windows

Windows Vista, Windows 7, Windows 8 and Windows 10:

  1. Press the Windows Key + R (at the same time)
  2. Type the following or copy/paste into the area provided and press Enter:
    %USERPROFILE%\AppData\Local
  3. Locate and open our software's folder
  4. Locate all files ending in .log.0 or .log.1
  5. Drag these files to the desktop for easy access

Windows XP:

  1. Double-click My Computer on your desktop or start menu
  2. Select the C: drive to view your hard drive
  3. Choose Program Files
  4. Scroll down and double-click on our software's folder
  5. Locate all files ending in .log.0 or .log.1
  6. Drag these files to the desktop for easy access
Mac
  1. Open the Finder and on the Menu bar at the top of your screen click Go and then Go to Folder
  2. Type the following or copy/paste into the area provided and press Enter:
    ~/Library/Logs
  3. Locate and open our software's folder
  4. Locate all files ending in .log.0 or .log.1
  5. Drag these files to the desktop for easy access
iOS

The option to send log files without opening the app and logging in is unavailable on iOS devices. However, please do send us on a screen capture (if appropriate) and as many details as possible about the issue you are experiencing.

Android

While you were not able to send the log files through our mobile app, you can still find the log files manually.

To do this you will need a third party file manager to search for the file. If you do not have one installed on your device, you can find ASTRO File Manager in Google Play and install it. Once installed, open ASTRO File Manager and follow these steps:

  1. Under File Types tap on any one of the following file types Pictures, Music, Videos, Documents or Downloads (Apps should not be selected)
  2. Tap on the search icon of (magnifying glass) at the top of the page
  3. In the search field type PokerStars or FullTilt depending on which software you have installed and tap on the magnifying glass again
  4. View the results as a list by tapping the symbol underneath the three dots on the top right
  5. Tap on the following folder (if using Full Tilt replace 'pokerstars' with 'fulltilt' and if using a different license to .COM change the .COM at the end to the appropriate license e.g. for .UK it will end in .UK):
    com.pyrsoftware.pokerstars.com
    or
    com.pokerstars.com
  6. Tap the folder files
  7. Tap and hold log.txt.0 file until it is highlighted as selected
  8. If there is a file named log.txt.1, tap it so it is also selected
  9. Tap More at the top right (3 dots) and tap Compress
  10. On the New Compressed File, insert a name for your zip file and tap Create

The file is saved as a zip file in that folder and can be sent to us via our Contact Support form

Sending us this information

While the log files you send when you can open the software are sent automatically to us you can send us the rest of the information via our Contact Support form:

Website
  1. Help & Support
  2. Contact Us
Desktop
  1. Help
  2. Contact Support
Mobile

Tap on the Menu button (Android) or the More button (iOS) then follow these steps:

  1. Settings & Tools
  2. Support
  3. Contact Support

Disclaimer: We provide links to third-party websites and products as a courtesy to our players and 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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