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Reporting software issues, malfunctions or error messages

Experiencing issues with our software but can't find a solution in our website's Help Centre? Don't worry, we're here to help!

We recommend sending the following information to our Customer Support team and we'll do what we can to get you back playing as quickly as possible:

  • A screen capture of the error or issue you're experiencing.
  • A copy of our software's log files in your report.
  • A description of the issue.

Check out the information below for assistance with taking a screen capture:

Taking a screen capture

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

Windows
  1. Press and hold the Alt key, then 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 then 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 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 will be automatically saved in the default Gallery/Photo app under an album called Screenshots. If these instructions do not work on your device, you can refer to your device's 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 generated by our software and can sometimes pinpoint the cause of an issue. This allows us to correct the issue or provide troubleshooting advice. It's important that you send us these files as soon as you can, as they will be overwritten after 48 hours. There are separate instructions depending on your operating system and whether you can open/log into our software or not:

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. 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, load our app on your mobile device and log in. Tap on the menu (Android) or More (iOS), then:

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

If you are using the PokerStars Next Gen app:

  1. Load the app on your mobile device.
  2. Tap on the Account icon to launch the Account panel.
  3. Choose Help then Send Log Files to Support.
  4. Type in any additional details and then select SEND LOG FILES.

This will automatically send the files to us.

Log files (Unable to open our software)

If you can't open our software, you can still locate them manually and send them to us by following these steps:

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

You can follow the PokerStars Next Gen app's instructions to send log files if you can open our app (but cannot log in).

However, if you cannot open our app, or if you are using our classic app and cannot log in, the option to send log files is unavailable. You can still send us a screen capture (if appropriate) and as many details as possible about the issue you are experiencing.

Android

If you cannot open our software, 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 (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

The log files will be automatically sent to us if you can open our software (by selecting SEND LOG FILES).

Send us the rest of the information via our Contact Support form:

Desktop/Website
  1. Help
  2. Contact Us
Mobile

Tap on the menu (Android) or More (iOS), then:

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

If you are using the PokerStars Next Gen app:

  1. Tap on the Account icon.
  2. Help
  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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