Issues downloading software for Windows or Mac
Please try downloading the software again. If you are not prompted, then simply go to the location where you downloaded the file and double-click the install file to proceed. If this does not work, please e-mail Support and let us know the operating system you are using i.
Please also include the text of any error messages you received when trying to install the software. There are a few possible causes for these errors. Then temporarily disable any security software anti-virus or firewall and try downloading the software again. It is safe to temporarily disable the security software while you download our software.
Once you have successfully downloaded and installed our software you will need to re-enable any software you have disabled. If you have any troubles clearing the temporary files, deleting the install file or disabling your security software, please contact Support for further assistance. Please be sure to include as many details as possible so our staff can properly assist you. If you are unable to download from the direct link on our site, it is possible there is a connection issue in between you and our servers.
Unfortunately our software is not available on disk and must be obtained by downloading it from the web. We do have some alternative methods for obtaining the software. The details we need are the browser you are using i.
Internet Explorer, Firefox, Opera, Safari, etc. Please also include the text of any error messages you received when trying to download the software. It requires Mac OS For full instructions on installing it on your Mac, visit the Mac download page.
You will need to either upgrade your Mac OS if possible or you will have to use a third party emulator or virtual machine to run Windows-based software on your Mac computer. If you have an Intel-based Mac you can set it up to run dual operating systems and install Windows.
Please be sure to include your current Mac OS version. We do not have a native Linux version and we have no plans to develop one at this time.
However, starting with the late release of WINE v0. All that is required to play is the WINE 0. If you require any further information please contact Support. You should not lose any of your settings if you re-install to the same directory.
Next, make sure if you have a firewall or similar software i. If the above fails, please contact Support. It would be helpful when contacting us if you provide as many details as possible regarding the problem, and to send us the program log files from your computer PokerStars.
To send us the log files, you will need to manually locate them and attach them to an e-mail. Depending on your Operating System the logs will be located in different directories.
For Windows XP C: If you have any troubles locating the log files requested, please let us know and we will be happy to provide further assistance. If these instructions fail please contact your e-mail provider for further assistance attaching the files. This error indicates either the date is set incorrectly on your system, or the security certificate issued with our software has expired or has become corrupt.
First make sure your system date is set to the current date and year. If your date is correct, please download and re-install a new copy of the software. Our software uses one of three port numbers by default which are TCP ports , 22 and Additionally the update uses HTTP port The software will select the port for you automatically.
It is possible one or all of these ports may be blocked by your firewall or network equipment i. Please make sure any software or equipment you have installed has these ports opened bi-directionally.
For further assistance related to the ports, firewall, or device configuration please contact Support. If these instructions fail, please contact Support and provide the brand and version of the firewall you are using for specific instructions or contact the firewall vendor for support on their software. First, while we do have rare outages that affect all players, most disconnections from our servers are specific to your connection and only affect your session. Generally the other players at your table will continue playing despite your difficulties.
Most common disconnects are closer to your local network modems, cabling, wired and wireless routers, etc. It is important to understand how the internet works.
The internet is a peer-to-peer network. The data sent between your computer and our servers will pass through several peer routers 8 to 24 or more. These routers do not belong to us or your ISP. Your connection is only as good as the worst of these routers. If any of these routers are having trouble or fails to properly forward the data, you may experience disconnects or game lags.
Players in a common geographic location may suffer the same issues, as they may take a similar path, although it is also possible by using different ISPs that the routes may be different. Online gaming is different from surfing the web or checking e-mail, and far more demanding of a connection. With most internet activity you load a web page and then your connection is idle, you do not stay connected to the web server.
The same is true of e-mail. However with real-time applications, the connection is constant and must remain stable. You will often be able to check e-mail or browse other sites even if your connection to our software experiences brief outages.
This is because the path between you and each server is different. The path to your e-mail server, for example, may be very short since it is typically provided by your ISP. You may have a stable path to Yahoo but an unstable path to us, if your path to us passes through an unreliable peer router. The average disconnection from us is very brief only a few seconds , and usually before you even notice you were disconnected, you have already reconnected.
This is why many players believe the issue is caused by us, because they were able to surf the web or visit other sites while disconnected from the software. However you may be experiencing these same brief disconnects during web browsing and never even realize they happened, because it is normal for web pages to sometimes take a few seconds to load. In short, the internet is inherently less reliable than any other utility such as a phone company, electric company, etc.
Outages happen somewhere on the internet each and every minute, as routers are shut down, restart, or fail. Data is routed around such outages as best it can be, but sometimes this takes time and may be the cause of your disconnections.
Part of the inherent risk of playing on the internet is the possibility that internet connections may fail for any number of reasons. From a practical business standpoint, it is impossible for us to be responsible for the Internet connections of our players. However we will do everything possible to assist you in locating the cause of common disconnections and hopefully provide information to help stabilize your connection.
With that said the most common causes of brief disconnects are sometimes within your control and sometimes are not. Common causes that are within your control include:. Using our Network Status Report you should be able to narrow down the cause of your connection issues. There will be several different sites listed here that have been included by us to test your connection. Those other sites do not belong to us nor are they associated with our server connection.
Those sites are used to test your connection in general, most are universities. Lost packets to most or all of the sites are indicative of problems near your ISP or your own computer your connection is poor to everywhere. Lost packets to just one or two sites indicate problems with routing closer to those sites. The closer the lost packets are to the top of the list, the closer the connection problem is to your own computer or ISP.
If your connection to sites other than just ours is bad then there is likely a problem with your local connection. You can contact your ISP to see if they can assist you with your connection.
If your connection is only poor for our software or has been a long-term reoccurring connection issue it is possible it is revealing a connection stability issue that will not manifest itself on most other internet sites and applications. We are more than willing to assist you in trying to isolate and resolve this issue and will require some information from you. Among the things we will need to know are:. It would also be helpful if you provided us with the Network Status Report from our desktop software.
This report is saved to your settings folder, which you will need to locate and send to us for review along with the information requested above. It is best to run this report when you lose connectivity to the site. Once we have received the above information we will have one of our connectivity specialists take a more in-depth review and provide a response. Do you have a question we have not covered?
Our customer service team is standing by, 24 hours a day. We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience. Our support team has assembled a list of questions that players often ask them, along with all the answers. PokerStars has special offers running all year round, with cash prizes, seats to the best live events and much more. Make your first real money deposit and start playing at PokerStars. Deposits are fast and secure.
License renewed March 10, Gambling may lead to addiction! Software Frequently Asked Questions Installation: