PokerStars Not Working? Fixing Launch, Connection and Login Problems (2026)

Rule out the simple causes first

Power down the computer, switch the modem and router off and on, and check that other sites load normally before blaming the client. Close anything that eats bandwidth, such as streaming, cloud backups or large downloads, because a saturated connection looks to the poker server like a dropped one.

Keep your operating system on a version that still receives updates. PokerStars supports current Windows and macOS releases, and an outdated system is a common reason for the client failing after an automatic update; the Help Centre lists what is currently supported.

Let the PokerStars programs through your firewall

Security software sometimes blocks the client or quarantines one of its helper files after an update. On Windows, allow PokerStars.exe, PokerStarsUpdate.exe and PokerStarsBr.exe, plus the other PokerStars executables in the installation folder; on a Mac, allow PokerStars.app and Update.app.

Third-party antivirus suites explain in their own help pages how to add such exceptions.

Change DNS or try another connection

If the lobby loads but never connects, your provider’s DNS servers may be the bottleneck. PokerStars suggests switching to Google DNS, which you set in the network adapter or router settings.

As a test, connect through your phone’s hotspot: if Stars works there, the fault lies with your router or provider.

A clean reinstall that keeps your notes

Reinstalling fixes corrupted files, but back up your settings and player notes first:

1. 1Open the client if you can and choose Help → Open My Settings Folder; otherwise press Windows + R and go to %USERPROFILE%\AppData\Local.
2. 2Copy user.ini and notes.user.xml (where “user” is your Stars ID) to the desktop or a USB stick.
3. 3Remove PokerStars under Settings → Apps → Installed apps, then restart the computer.
4. 4Download a fresh installer from the official PokerStars site and install it in the same folder as before.
5. 5Close the client, paste the two saved files back into the settings folder and accept the overwrite prompt.

When you cannot log in

The message “You are already logged in from another computer” appears because Stars permits one session across the app, the website and the desktop client. A session left open after a crash or a server restart can also trigger it: log out of the app via Account → Logout, sign out on the website, and simply close the desktop client, which logs you out automatically.

After several wrong passwords the account may be blocked for a short time, so wait about ten minutes before retrying or use the password reset. If you are asked for an SMS code, it comes from SMS validation: enter it to restore deposits, withdrawals and cash games.

VPNs and restricted countries

Playing through a VPN or proxy to hide your location is a breach of the PokerStars terms. If you are in a country where the room is not available, an account used that way will be closed and its balance can be withheld; there is no safe workaround.

Even in permitted countries, a VPN can make the client look as if it is connecting from somewhere else and trigger security checks or disconnects. Turn it off while playing.

What to send to support

If nothing helps, send your log files from the client lobby via Help → Log Files, adding a short description. The logs are overwritten after about 48 hours, so do it soon after the failure, then contact live chat with a screenshot, your operating system version and the name of your security software.