06.04.2020 17:10:08
Thank you for contacting us!
To investigate this issue, we ask that you send us the log files and a Network Status Report (NSR) from our software.
While the log files will be located in our software's folder, the NSR file (NetworkStatusReport.log) will first need to be generated manually. There are a few ways to do this, even if you are having issues connecting to our software:
On the 'Contacting site...' dialog box, press 'Network...', then choose 'Report'
Alternatively, if our software is stuck on the 'Connecting...' dialog box, you can press 'Network Status...', then choose 'Report'
If the two options mentioned above are not available, you can generate an NSR without opening our software.
First, choose or create a folder in a directory that your current account can write to, for example, your desktop.
Locate our software's directory, by default it should be located in either 'C:\Program Files (x86)\ 'or 'C:\Program Files\'.
Copy the following two files our software's directory into your newly created folder:
'tracer.exe'
'trace.ini'
Double-click on 'tracer.exe' in your newly created folder and press the 'Report' button.
As mentioned, the NSR you have generated is saved to our software's settings folder. Follow these steps to locate it and the log files, then send them to us for review:
Press the 'Windows Key' + 'R' (at the same time).
Type the following or copy/paste into the area provided and press 'Enter':
%USERPROFILE%\AppData\Local
Locate and open our software's folder.
Locate the following files (the file extension will be shown depending on your folder settings):
NetworkStatusReport.log
PokerStars.log.0
PokerStars.log.1
PokerStarsUpdate.log.0
PokerStarsUpdate.log.1
PokerStarsUpdateE.log.0
PokerStarsUpdateE.log.1
Drag these files to the desktop for easy access.
Reply to this email with the log files attached.
We'll conduct an in-depth review and provide a full response once we've received this information.
Thank you very much for your cooperation, we look forward for your answer.
Regards,
Melissa
Stars Support
Got more questions? Check out our Help Centre for quick solutions at https://www.pokerstars.cz/en/help/
You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account.







