Software and app disconnection help

If you're experiencing disconnections while using our software or app, here are some troubleshooting steps you can take.

Step 1: Troubleshooting essentials

  1. Log out of our software and power down your device.
  2. Restart any network equipment that you're using to connect.
  3. Turn your device back on, reopen our software, and log back in.

If the issue remains, follow the instructions below depending on which option applies to you.

Disconnections while using Wi-Fi or a wired connection to home broadband
  1. Close any other programs that are using the internet. For example, streaming media, downloading files, etc. will affect your internet bandwidth.
  2. Check that your router/modem has the latest firmware. To upgrade your firmware, contact the vendor or manufacturer of your device.
  3. Configure your router. Some Super-G or Super-G Turbo routers (such as the DLink DI-624+ and others) have a problem running in Turbo mode. For help with configuring your router check the manual or contact the vendor.
Disconnections while using the mobile app
  1. Free some memory in your device by closing apps that are running in the background.
  2. Use only one type of connection, either Wi-Fi or mobile data. There can be a delay in establishing a connection while switching between the two. For example, if you're moving around the house, your device might switch from Wi-Fi to mobile data, depending on which signal is strongest. Our servers can interpret this switch as a disconnection. To avoid this, turn off either Wi-Fi or mobile data on your device to force it to use only one connection. We recommend using Wi-Fi.

Step 2: Reinstall our software or app

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.

Step 3: Send us your information, NSR, and log files

If you're still experiencing disconnections after reinstalling our software, we'll need you to send us some details about your system and connection so that we can help you further. Depending on the device you're using, select the options below to see what information we need:

Desktop information (Windows & Mac)
  • Operating System (i.e. Windows 10, macOS 10.14, etc.)
  • Computer Processor (i.e. Pentium 4, 2.4 GHz, G3, G4, Intel Core2Duo 2.4 GHz, etc.)
  • System RAM (i.e. 512 MB, 1 GB, 2 GB, etc.)
  • Connection Type (i.e. dial-up, Cable, DSL, Satellite, etc.)
  • ISP (Internet Service Provider)
  • Router/Modem (i.e D-Link DI-624, Linksys WRTG54GS, etc.)
  • Log files.
Mobile information
  • The make and model of the device (e.g. Samsung Galaxy S10, Apple iPhone X, etc.).
  • Software version (e.g. iOS 13.1, Android 11).
  • Connection type: Wi-Fi and/or cellular, and which company provides the service(s).
  • Our app's log files.

You can send your log files and a Network Status Report (NSR) from our software. It is best to do this when you lose connectivity to the site.

How to send your NSR and log files

Follow the instructions below:

Windows

Before you can save and send this report to us, you'll need to elevate our program to the Administrator level. To do this, right-click on our software's shortcut and select 'Run as Administrator'. If you don't see this option, your windows account is not an Administrator account. In this case, you'll need to get the Administrator to log into the computer for you.

Once the program has loaded, go to 'Help' → 'Show Network Status' → 'Report'. The report saves to our software's settings folder.

To send this report and your log files from our software's lobby, go to 'Help' → 'Open My Settings Folder'. Locate the file, then copy and paste it to your desktop. The file name will be NetworkStatusReport.log, NetworkStatusReport, or NetworkStatus.txt.

Next, go to the lobby again, select 'Help' → 'Log Files' → 'ZIP & SAVE'. Save the file to your desktop. The default location for this file is our software's settings folder, so change it to the desktop. Select the NSR and ZIP file located on your desktop and send them to us via our software, mobile app, or website. The log files will be overwritten after 48 hours, so please send them as soon as you can.

You can also watch this video for step-by-step instructions.

MacOpen our software and go to 'Help' → 'Show Network Status' → 'Report'. The report will then be saved to our software's settings folder.

To send this report and your log files, go to 'Help' → Open 'My Settings' Folder. Find the file 'NetworkStatus.txt', then copy and paste it to your desktop.

Open the lobby again, and select 'Help' → 'Log Files' → 'ZIP & SAVE'.

Save the file to your desktop. You may have to navigate to the desktop as the default location is our software's settings folder. Select the NSR and ZIP file located on your desktop and forward them to us via our software, mobile app, or website.
Mobile

Go to: Account → Help → Send Log Files to Support. Type in any extra details and select 'SEND LOG FILES'.

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.

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