Fix unexpected errors in PokerStars Windows software

What is an unexpected error?

An unexpected error is an error that can appear in the PokerStars Windows software.

Examples include:

• An error that contains '...UNEXPECTED...'
• NET_ERROR(UNEXPECTED, -9)
• NET_ERROR(WINSOCK_UNEXPECTED_WRITTEN_BYTES, -124)

 

When does an unexpected error occur?

You may see this error when trying to:

• Open 'Challenges'.
• Access a tab (Sports, Casino).
• Use the 'Cashier', Rewards Store, or 'Contact us' form.

 

What can I do if I see an unexpected error?

Try the following steps:

Restart your device and network

• Restart your computer
• Restart your network equipment (modem, router, access points)

Reduce bandwidth usage

• Limit the number of open applications and web pages
• Avoid streaming or downloading large files
• Close background apps temporarily

Turn off VPN or proxy

• Do not use a VPN or proxy when connecting to the PokerStars software

Check your security software

Your firewall or security software may block the PokerStars software.

• Allow PokerStars software programs to access the internet
• Follow your firewall provider’s instructions (for example, Windows Defender or third-party tools)
• Set up Windows Defender firewall permissions

If you use third-party security software, check the provider’s website for instructions.

Allow these PokerStars programs:

• PokerStars.exe
• PokerStarsUpdate.exe
• PokerStarsCommunicate.exe
• PokerstarsBr.exe
• PokerStarsComp.exe (.NET only)
• Tracer.exe
• xc.exe
• xcw.exe
• xcwxp.exe

If you can't find some of these programs, allow access to the ones you can.

After updating the security settings, reopen the PokerStars software and check if it connects.

Switch to Google DNS

Try switching to Google DNS.

The Domain Name System (DNS) converts website names into IP addresses so your computer can understand the query.

• Use Google DNS instead of your ISP’s DNS

Open Google DNS setup instructions to configure your device.

Set up Google DNS.

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Use third-party tools at your own discretion.

 

What should I do if the issue continues?

If the error persists:

• Contact your internet service provider (ISP)
• Try using a different ISP

If the issue still continues, contact Support.

 

What information should I send to Support?

Include:

• A screenshot or description of the issue
• The name of your firewall or security software (for example, Norton, Panda, Avast, AVG)
• PokerStars software log files

Send log files as soon as possible. They are overwritten after 48 hours.

 

How do I send information to Support?

You can send screenshots and log files through:

• Live Chat in the PokerStars software
• Live Chat in the mobile app
• Live Chat on the website