Announcement: Delayed responses/site issues - (click/tap here for more details)

Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.

Search

Unable to run the installation file in Windows

This issue is typically caused by one of two conditions:

  • Aggressive virus protection software
  • A corrupted partial download in your Temporary Internet Files folder

To correct this problem and permit the complete download and installation of our software, you will need to delete your browser's temporary files. Here is a list of the most popular web browsers, click on a link to visit the developer's website for further instructions:

IMPORTANT: If your browser is set up in such a way that you automatically login to certain websites (e.g. email, shopping sites, forums etc.) then you may want to make sure that only the option for deleting the temporary files (cache) is checked when completing the steps.

Next, delete any complete downloads of PokerStarsInstall.exe by following the instructions below:

  1. Open the Run program by holding down the Windows key + R combination
  2. Type cmd then press OK
  3. Type in the following commands (hit Enter after each line):
  4. CD \
  5. DEL /S PokerStarsInstall.exe

Finally, temporarily disable your antivirus software. It is safe to download our software with your virus protection temporarily disabled.

Then try to download and install the software again. Once our software is installed, re-enable your antivirus software.

Disclaimer: We provide links to third-party websites and products as a courtesy to our players and 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.

Feedback

Was this article helpfull?

Related Help Articles

Contact Support

Responsible Gaming

Responsible Gaming

We are committed to responsible gaming, and are dedicated to an enjoyable and positive gaming experience.

Support FAQ

FAQ

Our support team has assembled a list of questions that players often ask them, along with all the answers.

Special Offers

Special Offers

PokerStars has special offers running all year round, with cash prizes, seats to the best live events and much more.

Playing for Real Money

Chip Stack

Make your first real money deposit and start playing at PokerStars. Deposits are fast and secure.