If you're experiencing disconnections while using our software or app, here are some troubleshooting steps you can take.
If the issue remains, follow the instructions below depending on which option applies to you.
If the instructions above don't fix the connection problem, we recommend reinstalling our software next. You can find instructions on how to do this here.
If you are still experiencing disconnections after reinstalling our software, send us some details about your system and connection. Depending on the device you're using, choose the options below to see what information we need:
How to send log files
Send us these files as soon as possible, as our software overwrites them after 48 hours.
Load our software (you don't need to log in). From the lobby, choose:
Help → Log Files (type in your username and any relevant details) → SEND LOG FILES.
This will automatically send us the log files and your explanation.
Go to: Account → Help → Send Log Files to Support. Type in any extra details and then press 'SEND LOG FILES'.
If you're using your home broadband, try another internet connection if available. For example, try using a smartphone as a hotspot in the meantime. Data rates may apply. Check with your mobile data provider for more information.
Once we receive the information and review the files, we can then help.
Disclaimer:
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.