PokerStars disconnection problem

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PokerStars disconnection problem

Postby NOTNobody » Mon Apr 21, 2014 2:26 am

Here is the response I got from PokerStars Technical team.

"Thank you for your email.

The Network Status Report (NSR) you provided verifies this issue existed with your connection and not just our site. This report runs a ping trace to various websites around the world to test your connection in general.

Please allow us a moment to break down that report and demonstrate. The set of traces listed below are ran to Australia, Cambridge (UK), US West and East coasts, (US) Manx Telecom (IOM), and the Website (IOM). With the exception of the PokerStars website, none of the other servers belong to PokerStars nor are they related to your connection to our servers. We use these sites to test your overall connection and path of data communication. We have only included small snippets of each trace and you may review the file you sent to review the entire path.

Trace of PokerStars Website, Isle of Man,
1 1.289 ms 4.361 ms 1.321 ms (0% loss)
2 6.989 ms 22.692 ms 3.792 ms (0% loss)
3 6.036 ms 7.068 ms 5.317 ms (0% loss)
13 269.740 ms * * (66% loss)

Trace of Manx Telecom, Isle of Man,
1 1.317 ms 1.702 ms 1.114 ms (0% loss)
2 9.161 ms 3.670 ms 3.784 ms (0% loss)
3 5.536 ms 4.539 ms 5.607 ms (0% loss)

Trace of US West Coast,
1 1.516 ms 1.089 ms 1.643 ms (0% loss)
2 3.194 ms 4.987 ms 2.696 ms (0% loss)
3 6.225 ms 6.774 ms 6.660 ms (0% loss)
15 197.542 ms 201.627 ms * (33% loss)

Trace of US East Coast,
1 1.932 ms 1.139 ms 1.065 ms (0% loss)
2 4.468 ms 6.062 ms 6.345 ms (0% loss)
3 5.162 ms 11.785 ms 8.217 ms (0% loss)

Trace of London, England,
(0% loss)
1 3.088 ms 2.981 ms 1.311 ms (0% loss)
2 5.969 ms 7.009 ms 2.792 ms (0% loss)
3 29.015 ms 4.585 ms 5.214 ms (0% loss)

Trace of Sydney, Australia,
1 1.376 ms 1.206 ms 1.628 ms (0% loss)
2 5.806 ms 3.362 ms 5.111 ms (0% loss)
9 19.341 ms 4.624 ms 29.493 ms (0% loss)
10 6.764 ms * 73.110 ms (33% loss)

The issue for you is not your connection to your ISP as this is perfectly stable. This is shown in the first few hops having a quality of 100. The issue lies in between your ISP and our server, unfortunately, this is something that neither you or PokerStars can be responsible for. However, there are a few things you can try to improve this connection.

First, we will run a constant ping to the PokerStars servers which should help stabilize the connection. To do this please use the following instructions depending on your Operating System:

For Mac:

1) Click on the Spotlight (located in the top right hand corner of the screen)

2) Type Terminal then click on the link to the program once it displays

3) Type ping then press enter

4) Minimize this window and run the PokerStars software

If this does not improve your connection then you will need to contact your ISP and ask them to check if they are losing packets when they try to ping the PokerStars server. You must tell them that your connection to their server is fine it is after the packet leaves their server that you experience issues. If possible ask if they can route your traffic to our servers through a different path.

Please do not hesitate to contact us again if you require any further assistance.

If you have any questions please let us know and we will be more than happy to assist you.


Henry M
PokerStars Technical Specialist"
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Posts: 43
Joined: Mon Jul 29, 2013 10:40 pm

Re: PokerStars disconnection problem

Postby Brasstal » Tue Apr 22, 2014 3:41 pm

You could get a VPN and its all settled
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