Basic Troubleshooting
We pride ourselves on having a robust and stable poker client! However, as with all technology, there is a certain amount of maintenance that is required to keep your devices/PC in tip top working order.
First, make sure that your device has the minimum requirements needed to run our poker client.
System Requirements per client type
Desktop (Windows)
- Windows 7 SP1 or newer
- 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
- 1 GB RAM (32-bit) or 2 GB RAM (64-bit) or higher
- DirectX or OpenGL accelerated graphics device with the properly installed graphics driver
- 100MB available hard disk space
Desktop (Mac)
- Mac OS X v10.10 and above
Desktop (HTML5)
- Windows: Google Chrome or Mozilla Firefox
- MacOS: Safari or Google Chrome
Mobile (Android)
- ARMv7/x86 processor with vector FPU, minimum 550MHz, OpenGL ES 2.0, H.264 and AAC HW decoders
- Android 7.0 and above
- 2 GB RAM minimum
- 1280×720 screen resolution or higher
Mobile (HTML5)
- iOS 13 and above
- Safari browser
Android 7.0 and above
- Chrome or a native browser
- 2 GB RAM minimum
Occasionally it is possible that you may have some issues that can be resolved with basic trouble shooting. As a first step we recommend the following:
- Log out and close the poker software
- Make sure your connection to the internet is up and running
- Restart your device / PC
- Load and log in to our poker software again
Reinstallation
If you are using any of our Downloaded Apps for Windows, Mac, or Android we recommend that you completely uninstall the current app and get a fresh download from our poker site to ensure you are using the latest version of the App.
Log files per App / Device
For reporting technical issues that cannot be resolved with basic troubleshooting please send us log files with full details of your issue/error. The more information we have, the easier it is to find the cause of the problem and therefore find a solution.
In every situation when asked to send logs, along with a description of the issue, make sure to include the following so we can investigate:
- Name of the table/tournament/casino game
- Hand IDs – can be found in History from desktop clients
- Date & Time of the issue
- Details of what happened
The process may differ for each poker client type and logs must be captured during the same open session when the error occurs, with the exception of the Windows download app.
Therefore, if you have already closed the poker client before you reported an issue, depending on which poker client you experienced the issue with, you may have to replicate the issue again before sending us the logs.
Windows Download App
Logged in to the Windows App -> Help -> Choose Report an Issue from the list.
The following will open:
Tick all the check boxes in the opened form -> use CTRL key button to click on several dates to include the period where the issue occurred -> Click OK in the Calendar.
You will need to click OK once again to create the log files.
HTML5 & Mac Desktop Clients
When the issue occurs in Mac/HTML5 desktop game clients, follow the instruction to capture the log files.
In HTML5 desktop and Mac clients, it is only possible to capture logs for the current session. Once the client window is closed, logs are erased, so in order to capture logs properly, you will need to replicate the issue in a new session and then generate the logs.
When the issue has occurred or has been replicated, use the key combinations of Ctrl + Shift + L in any client area -> In the opened dialog describe the problem in as many details as possible -> Click Send.
The log files will be sent directly to our Poker Support Specialists for investigation.
Android App & iOS Mobile
It is not possible to select the exact date when sending mobile logs. The logs are stored in a file that is capped at 3 megabytes. When the size is exceeded, the older log files get overwritten by the new ones.
When the issue occurs or is replicated in the Android App, follow the instruction below to capture log files:
- Click the menu button on the left
Select “Client Info” from the drop-down list:
You will be presented with the following:
You will need to include the following information in the dialog window -> click “Send logs to Support”
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- Name of the table/tournament/casino game
- Hand / Session IDs
- Date & Time of the issue
- Details of what happened
Casino In Poker (CIP) game troubleshooting
In the event that you have an issue while playing a Casino game in Poker, you will need to contact our poker support team for further assistance.
Please supply details of the game name, date and time of play, and the session/round ID, all of which can be found in History from a desktop version of the poker client.
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