Pokerstars Connection Problem

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Re: Pokerstars Connection Problem

Postby gan8743 » Thu Sep 23, 2010 8:03 pm

So did any of you find a way to get ur pokerstars application back to normal?
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Re: Pokerstars Connection Problem

Postby pcbuypc » Sun Feb 13, 2011 3:25 pm

Hi there

I'm using Singnet and trying to log in to PokerStars but cannot since 4am this morning.
This is what I send to support and their reply

I send the log file but till now no reply

>I play PokerStars in Singapore.
>Could I check is there a problem with the network at CCT time 4am till now.
>I was sit out a couple of times from my tournament tables, then try logging in
>but fail again and again, then finally uninstall the software and try to
>download the software again from PokerStars.com and it take me 3 hours to
>download the software... After install, it ask me to update as there is a
newer
>version, and start downloading like forever and not complete even after
30min so
>I gave up.
>
>Do you know what the problem?
>
>Thank you and look forward for your kind reply

They reply

Thank you for contacting us.

To be able to assist you in this matter, we kindly ask you to provide us
with the log files for your PokerStars program.

To help you find the log files we have provided step-by-step instructions
below.

The log files we are referring to are called "PokerStars.log.0",
"PokerStarsUpdate.log.0" and "PokerStarsCommunicate.log.0" (if present).
These files can be found in your PokerStars settings folder on your
computer. Depending on your Operating System the log files will be located
in different folders
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Re: Pokerstars Connection Problem

Postby Dcman » Sun Feb 13, 2011 3:43 pm

Hey PCBUYPC,

Have a feeling its to do with Singnet connection. I have been encountering the same problem since 4am as well. Got sat out of some HU Sit n Gos. It can connect but extremely slow (got 38% at the table which caused a lot of lag and sit out). Never had this problem prior to today. Btw are you using Mac or PC? I have a starhub connection at home as well and it works perfectly fine on that though. Do post the reply you get from Pokerstars. Cheers.
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Re: Pokerstars Connection Problem

Postby pcbuypc » Sun Feb 13, 2011 4:13 pm

Hi Dcman

I had using a laptop. Me too, got sat out on 3 tourney and then log out myself and trying logging in but fail.
Went to uninstall the software, but the download at PokerStars site take like 3 hours.
Funny things is there I went to change my proxy and the download was fine, but logging is still a problem, could log in till now, just seeing the connecting green. How about you, can you log in now?

Me thought that Singnet preventing PokerStars already
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Re: Pokerstars Connection Problem

Postby pcbuypc » Sun Feb 13, 2011 10:36 pm

Settle already.
WhatI did was shut down PC, off all internet connection then re start.
OK then.

Cheer
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Re: Pokerstars Connection Problem

Postby pcbuypc » Mon Feb 14, 2011 5:18 am

Hi there again, PokerStars reply after they check my log files.
Below is what they said - FYI

Thank you for your email and for allowing us to be of assistance.

The problem possibly is that your ISP, Singnet, is blocking access to foreign websites unless the data is routed through their proxy server.

To do this, you will need to change a line in the text file "user" or "user.ini", the file is the same and may appear different if extensions are hidden. You may be able locate this file if you can access the main lobby then click on "Help" -> "Open My Settings Folder".

Alternatively, the "user.ini" file will be found in different folders depending on your Operating System which you can locate using the following instructions.

For Windows XP and older:

1. Double click "My Computer" on your desktop or start menu
2. Double click "C:" drive to view your hard drive
3. Double click "Program Files" folder
4. Scroll down and double click on "PokerStars" (or PokerStars.NET)
5. Locate "user" or "user.ini" and make the changes below

For Windows Vista:

1. Click Start
2. Type the following or copy/paste into the Search and press Enter:
%USERPROFILE%\AppData\Local\PokerStars (or PokerStars.NET)
3. Locate "user" or "user.ini" and make the changes below

Make sure you have closed the PokerStars program. Load "user" into Notepad or your favorite text editor (do not use a word processor). You can do this by double clicking the file or by right clicking the file and select "Open With" and choose "Notepad".

Here is how the two sections should look after your modifications:

[Connect]
userport=443
httpproxy=proxy.singnet.com.sg:8080
httpsproxy=proxy.singnet.com.sg:8080

[ConnectR]
httpproxy=proxy.singnet.com.sg:8080
httpsproxy=proxy.singnet.com.sg:8080
host0=77.87.179.65
port0=26002
weight0=1
loc0=IOM26002
host1=77.87.179.66
port1=26002
weight1=1
loc1=IOM26002
host2=77.87.179.67
port2=26002
weight2=1
loc2=IOM26002
host3=77.87.179.68
port3=26002
weight3=1
loc3=IOM26002
host4=77.87.178.64
port4=26002
weight4=1
loc4=IOM26002
host5=77.87.178.65
port5=26002
weight5=1
loc5=IOM26002
host6=77.87.178.66
port6=26002
weight6=1
loc6=IOM26002
host7=77.87.178.67
port7=26002
weight7=1
loc7=IOM26002
host8=77.87.178.68
port8=26002
weight8=1
loc8=IOM26002
host9=77.87.178.69
port9=26002
weight9=1
loc9=IOM26002
host10=77.87.178.70
port10=26002
weight10=1
loc10=IOM26002
host11=77.87.179.69
port11=26002
weight11=1
loc11=IOM26002
host12=77.87.179.70
port12=26002
weight12=1
loc12=IOM26002
host13=77.87.179.71
port13=26002
weight13=1
loc13=IOM26002

Close and be sure to save the file. You should now try to restart PokerStars. Please let us know if these steps resolve your problem.

Regards,

Andre
PokerStars Technical Specialist
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Re: Pokerstars Connection Problem

Postby erasmus » Tue Feb 15, 2011 9:34 am

hi all,

i am also using a mac on a starhub connection, and i m having the same connection problem due to the irritating update failure.

has anyone managed to solve the problem yet?
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Re: Pokerstars Connection Problem

Postby RedHorse » Tue Feb 15, 2011 1:27 pm

This is Pokerstars' Technical Support's Answer, basically saying it is a routing problem outside of their control:

Thank you for your email and for allowing us to be of assistance.

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 East and West coasts, (US) Manx Telecom (IOM), and the Pokerstars.com Website (IOM). None of these 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.

Host 210.247.216.161
[210.247.216.161] Pings=4 Quality=60 Lost=1
1 --- [ 192.168.33.3] Pings=7 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=4 Quality=60 Lost=1
(...)

Host 67.195.160.76
[ 67.195.160.76] Pings=1 Quality=0 Lost=3
1 --- [ 192.168.33.3] Pings=6 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=6 Quality=100 Lost=0
3 --- [ 116.14.192.1] Pings=6 Quality=100 Lost=0
4 --- [202.166.120.121] Pings=5 Quality=100 Lost=0
5 --- [202.166.126.221] Pings=4 Quality=60 Lost=1
(...)

Host 128.112.132.86
[ 128.112.132.86] Pings=1 Quality=0 Lost=3
1 --- [ 192.168.33.3] Pings=6 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=6 Quality=100 Lost=0
3 --- [ 116.14.192.1] Pings=6 Quality=100 Lost=0
4 --- [202.166.120.121] Pings=4 Quality=60 Lost=1
(...)

Host 169.232.56.224
[ 169.232.56.224] Pings=3 Quality=20 Lost=2
1 --- [ 192.168.33.3] Pings=6 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=5 Quality=66 Lost=1
(...)

Host 80.65.254.253
[ 80.65.254.253] Pings=1 Quality=0 Lost=4
1 --- [ 192.168.33.3] Pings=6 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=6 Quality=100 Lost=0
3 --- [ 116.14.192.1] Pings=6 Quality=100 Lost=0
4 --- [202.166.120.121] Pings=5 Quality=100 Lost=0
5 --- [202.166.126.221] Pings=4 Quality=60 Lost=1
(...)

Host 77.87.179.116
[ 77.87.179.116] Pings=1 Quality=0 Lost=3
1 --- [ 192.168.33.3] Pings=6 Quality=100 Lost=0
2 --- [ 192.168.1.254] Pings=6 Quality=100 Lost=0
3 --- [ 116.14.192.1] Pings=3 Quality=20 Lost=2
(...)

As you can see the traces fail starting at hop #5 latest for all sites traced.

First, it is important to understand how the Internet works. When data flows from your computer to a remote site and vice versa, it is "routed", hence the use of routers throughout the Internet. Each router will have several connections and when it receives data it will choose where to send that data based upon what it knows. Each router only knows how to reach a few specific IP addresses, and has a "default gateway" for everyone else. Data will hop through many routers, from 8 to 30 or more on its journey.

The complexities of routing tables are beyond the scope of what we can explain in a short description, but there are a few basic truisms that are easy to explain:

1. Data from you to our server does not necessarily take the same path as data from our server back to you.
2. Today's data may not take the same path to reach its destination as yesterday's identical connection. Routing tables change dynamically depending on many factors.
3. Data from you to a server in a particular city may take a completely different route than data to another server in that same city, it depends on which ISPs the two servers use.

In short, this all boils down to one single, immutable fact: The Internet is inherently less reliable than any other utility such as a phone company, electric company, etc. Outages happen somewhere on the Internet each and every minute as routers are shut down, restarted, and fail. Data is routed around such outages as best it can be, but sometimes this takes time.

The NSR demonstrates there was a routing issue, outside our control, that caused your data to be sent through a poor connection. This affected PokerStars, located in the United Kingdom, and other sites around the world. But may not have affected other sites who might locate their servers elsewhere such as Gibraltar or Kahnawake, Quebec. That is why that particular routing anomaly affected PokerStars but not others.

Can this happen to others? Absolutely! It can, and it does. Our servers used to be located in Kahnawake, Quebec, and this happened to our customers there as well. It also happens to other poker sites located around the world. That is the nature of the Internet, as explained above.

So, will it happen again? We are sad to say, yes it will. It will happen to you again at some point, no matter where you choose to play. Any site that guarantees you 100% uninterrupted access is providing false information. In the Internet industry, there is a "slang phrase" used by network administrators called "five nines". It means that a respectable goal is uptime of 99.999% of the time. We are pleased to say that, aside from a monthly scheduled downtime for the deployment of new versions of the PokerStars server, we indeed exceed "five nines" uptime for our own internal network.

It is important to remember, however, that even if a site manages their own "five nines" for their hardware and connection to the Internet, the customers are at the mercy of the uptime of every single router along the way from the customer to the server. As mentioned above, that can be 30 or more routers, some of whom will have monstrously poorer track records. It can also be a different set of routers depending on overall traffic shaping anywhere along the path from you to the server. PokerStars has absolutely no control over those networks, though we have spent a great deal of time and money researching the up-times and stability of our own ISP providers to minimize "out of network" down time.

In the end, the simple truth is that no site, not even PokerStars can assume responsibility for the stability of every router in the world. Outages are going to happen, a small few in our own network but the vast majority outside our control. The same is true of other sites. We can and do assume responsibility for our own network, but most disconnects from games are caused by factors beyond our or any site's control.

We hope this helps to explain exactly what happened. Unfortunately you will need to contact your ISP and provide them with the above information to hopefully resolve this issue and stabilize your connection.

If you have additional questions, please do not hesitate to contact us again.

Regards,

Andre
PokerStars Technical Specialist
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Re: Pokerstars Connection Problem

Postby dkarmab » Sat Mar 12, 2011 9:37 pm

i'm still having problems with connecting to PS. I DL-ed and installed. opened up the user file in my C drive. added the


[Connect]
httpproxy=proxy2.singnet.com.sg:8080
httpsproxy=proxy2.singnet.com.sg:8080

inside, without editing anything else. saved the file and run PS. it was connecting so long....

pls advise...
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Re: Pokerstars Connection Problem

Postby kklp » Sat Mar 12, 2011 10:16 pm

for mac users i think connecting to a trial vpn is only a short-term fix... for windows users i think the code editing should work
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Re: Pokerstars Connection Problem

Postby dkarmab » Sun Mar 13, 2011 1:18 am

i'm a serious noob in computer stuff. can any kind soul pls help me fix my programme? over coffee lah, my treat. i bring my laptop along. kind soul pls PM me can? i'm in SG
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Re: Pokerstars Connection Problem

Postby kklp » Sun Mar 13, 2011 2:21 am

ok just got this reply from pokerstars support for mac users:

Your only option is to bypass the update component and run the main game component directly. This normally does not get blocked by the firewall, but it will only work until the next update. At that point you will be forced to reinstall the software (to get the update) from our website. The method will then work again.

To bypass updates on the Mac you will need to edit either "com.pokerstars.user.ini" or "com.pokerstars.net.user.ini", which on the Mac is in:

/Users/[Username]/Library/Preferences/

To bypass the update open this file and add a new section that includes:

[Debug]
RunUpdateCheck=0

When we release an update you may get an error message stating something to the effect of 'Server Protocol Mismatch' and you will be required to reinstall the software.

You will then need to reinstall the PokerStars' software. You may wish to make a copy of "user.ini" (your preferences) and "notes.xml" (notes made on other players) from the PokerStars software as they will be removed when you uninstall the software.

Notes are located in:
/Users/[UserName]/Library/Application Support/PokerStars/
/Users/[UserName]/Library/Application Support/PokerStars.net/

User.ini is located in:
/Users/[UserName]/Library/Preferences/
It is saved as com.pokerstars.user.ini
It is saved as com.pokerstars.net.user.ini

Once you have made a copy of the files you will need to uninstall the software by dragging it into the Trash. Next please go to our site and download the .zip file again:

http://77.87.179.116/PokerStarsInstall.pkg.zip

Install a new copy of PokerStars by clicking on the file you just downloaded. After it is complete be sure to copy back your "user.ini" and "notes.xml" files. To do this, make sure that PokerStars Application is not running and access the location paths found above and copy the backed up files into the corresponding folders.

After doing this you should be able to run the PokerStars program using the first set of steps again. Please let us know if you have any problems running the software bypassing the updates.
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Re: Pokerstars Connection Problem

Postby dkarmab » Sun Mar 13, 2011 1:49 pm

Still can anyone help me fix the prog on my laptop? :(
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Re: Pokerstars Connection Problem

Postby dkarmab » Fri Mar 18, 2011 12:32 am

problem solved. :)
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