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Disconnections while playing on Windows

If your connection is only poor on our site or has been a long-term recurring connection issue, it is possible it is revealing a connection stability issue that will not manifest itself on most other Internet sites and applications. We are willing to assist you in trying to isolate and resolve this issue and will require some information about your system and connection.

  • Operating System (i.e. Windows XP, Vista, 10, etc.)
  • Computer Processor (i.e. Pentium 4, 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)(the company name that provides your internet service)
  • Router/Modem (i.e Dlink DI-624, Linksys WRTG54GS, etc.)

We will also require log files and a Network Status Report from our software. It is best to run the Network Status Report when you lose connectivity to the site.

In order to send the Network Status Report to us, for windows versions later than XP please elevate our program to Administrator (skip to step 1 below if you have XP) to allow the software to save the Network Status Report. To accomplish this you will need to right click the poker client shortcut on the Desktop and select Run as Administrator. If you do not see this option it means that your windows account is not an Administrator, in this case, you will need to get the Administrator to log into the computer for you.

Once the program has loaded please:

  1. Click on Help
  2. Select Show Network Status
  3. When this dialog opens, click on the Report button, this report is saved to our software's settings folder

To send this report and your log files:

  1. Open the main lobby
  2. Go to Help
  3. Go to Open My Settings Folder
  4. Locate the file NetworkStatusReport.log, NetworkStatusReport or NetworkStatus.txt then copy and paste it to your Desktop
  5. Open the main lobby again
  6. Go to Help and Log Files
  7. Select ZIP & SAVE
  8. 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 Network Status Report and the ZIP file located on your Desktop and forward them to us via our Contact Support Form. A link to the form can be found in the Help menu of our software or under Contact Us on our website.


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