Poker Software Frequently Asked Questions

Technical Questions:

I've downloaded the PokerStarsInstallPM.exe file but now I can't find it.
On a Windows-based system, click the Start menu, select Find, and then click Files or Folders. In the Named: box, type PokerStarsInstallPM.exe. It will take your computer a few moments to find the file. When it does, double-click the file and the installation process will begin. Alternatively, go back to the PokerStars web page, and click on "Download now" when the popup box gives you the option to "Open" or "Save", click "Open" and the software will automatically launch. Please close all other programs prior to doing so.
When I run the PokerStarsInstallPM.exe file I downloaded, I get a message that the file is not an executable, or that the file is corrupt
You should delete the software you have downloaded, and try to download a fresh copy from http://www.pokerstars.net/PokerStarsInstallPM.exe. If you are unable to get a fresh copy to work, then you may have to completely purge the older copies from your system before you download and try again.
Can I run PokerStars on a Macintosh?
Yes. A beta version of the PokerStars.net software is now available for Macs. Go to the Mac download page for more information.
If I re-install PokerStars, will I lose any of my settings or player notes?
You should not lose any of your settings if you re-install PokerStars to the same directory. If you wish to be safe, you may copy the file "notes.txt" to a safe location before re-installing. Most all other settings are not stored in the PokerStars directory, and will not be affected by re-installation.

Problems Logging In:

When I run PokerStars I receive one of these messages: "Unable to get the latest version of the software from the server. Error code -2/-79." or "Unable to get the latest software version from the server. Error code -2/-67."
There are 3 main causes of this:

1) Windows file permissions (usually Windows XP)
2) a full hard disk
3) a damaged filesystem with cross-linked clusters.

The solution will vary depending on your version of Windows. Please let us know if you are running Windows XP. If you are running XP, we will also need to know if XP asks you to choose an XP User when you start your computer. If so, we will provide you with a simple procedure to correct this.;

If you're not running Windows XP, make sure you check your hard drive for available space on the hard drive, and run ScanDisk to check the integrity of your file system. If you're not running XP and your disk is not full or damaged (ScanDisk reports no errors), please send us your log files from the PokerStars directory: PokerStars.log PokerStars.log.1 PokerStarsUpdate.log PokerStarsUpdate.log.1
What is error code -3/-99 and how can I stop it from happening?
This error means that there is another copy of PokerStars already running on your computer. Most often rebooting the computer will permit you to re-start PokerStars' software as well.
I am getting an error message: "Security certificate or date settings incorrect."
This means that the date on your computer is set incorrectly, which causes a problem for the secure encryption. To fix this, double click on the clock icon in the lower right hand corner of your screen and set the date to the correct date.
Do I need to configure my cable modem router or DSL router in any special manner? What Winsock ports does PokerStars use?
PokerStars software uses two port numbers by default: 26002 and 443. They are interchangeable, but PokerStars will select one for you automatically. You may change the port number in the configuration files if you wish. PokerStars does not require you to configure your cable or DSL router in any special manner to permit you to connect. Most such routers will work out of the box without changing the settings. If you have changed the settings for firewall purposes, you should ensure that these two ports are "passed through" unaffected and unblocked. Please see your router manual for instructions on this if needed.
How do I configure my firewall software to allow PokerStars to run?
While we cannot provide detailed technical support for every firewall available, we have some basic setup instructions for a few of the most popular firewalls, including: Norton Internet Security, McAfee Personal Firewall+ Zone Alarm. For the instructions, please email support and let us know which Firewall you are using.
I am using a LinkSys Wireless Router and am having problems.
LinkSys is aware of certain connectivity stability issues with regards to the BEFW11S4-B router, and they have a firmware upgrade that should stabilize the router. The firmware fix has been very successful in correcting this matter.

To upgrade your LinkSys firmware, follow these steps: From their main site at www.linksys.com, click "support", then "downloads". Select the model number of your router from the list. The model number should be on the bottom, near the bar codes. Once selected, click "Downloads for this Product". On the next screen, click "Firmware", and then on the next screen click: "Click here for firmware".

Once downloaded, unzip the file using a utility such as "WinZip" (or the built-in ZIP handling capabilities of Windows XP), and make a note of the location to which you unzipped the files. Next, log onto the router by visiting: http://192.168.1.1 You will need to log onto the router. The default user name and password are both "admin" unless you have changed them.

Once logged on, click on the HELP tab on that page, then on "Upgrade Firmware". When you are asked to "please select a file to upgrade", click on "Browse". Locate the files that you unzipped after downloading above. The file you want is called "upgrade file". When the correct "upgrade file" appears in the "File Path" box, click the "Upgrade" button and follow the instructions there to complete the update.

It is important that once you click "Upgrade" that you do not interrupt the upgrade process in any way or power down the router while the upgrade is in progress as this could damage the router. Once completed, your connection to PokerStars should stabilize.

Problems Staying Connected:

I often get timed out of hands or forced all-in because I disconnect in the middle of a hand. I can visit other web sites just fine. What's wrong with your server?
Nothing's wrong at all. The disconnection problems are most likely nearer to your computer than to our server, as a typical user disconnection affects only one player at the table. The other players continue to play in your absence, still connected to our servers. Real-time gaming is very demanding of a connection. A stable connection that works well for browsing the web, downloading files, or even listening to streaming audio might suffer the occasional disconnect that affects a poker hand. There are some steps you can take to help improve your connection's stability. We have some recommendations to help you stabilize your modem connection. If you're using a wireless LAN such as an 802.11b or 802.11g Wi-Fi connection, please read about the pitfalls of wireless connections. We also have some general recommendations that can help improve the stability of your connection and make your PokerStars experience more pleasant. For more information about these recommendations, please email support with the details of your connection.

Problems Running The Software:

How much RAM does PokerStars software require?
PokerStars requires about 8 MB of free RAM.
How can I re-size the tables to be larger or smaller on my screen?
To re-size the tables, simply mouse over the edge or corner of the PokerStars table, right click and hold, then drag the table to the required size.

Graphics Problems:

Sometimes my cards appear garbled or with just black faces and I can't read them.
Some versions of certain video drivers have difficulty working with PokerStars. Often an update to the video card manufacturer's latest drivers will solve the problem. If not, please contact Support. Many words in the software are "cut off" on the right, as if the word is too big to fit in the allotted space. Your computer is set to display Large Fonts. To change this option, right-click on your desktop and select "Properties", then "Settings". Click on the "Advanced" button here and then choose "Small Fonts". You may have to reboot for this change to take effect.