How to get and send PokerStars log files

What are PokerStars log files?

Log files are records generated by the PokerStars software or app.

They capture events, activities, and errors that occur while using the software or app.

The information is saved as text files (for example, notepad files) and is used by the PokerStars support team to investigate issues.

 

When should I send PokerStars log files?

Send PokerStars log files in the following situations:

• You are experiencing issues with the PokerStars software, mobile app, or your account
• The PokerStars support team asks you to provide log files

Log files are automatically overwritten after 48 hours. Send them as soon as possible after the issue occurs.

 

Send PokerStars log files from the desktop software

Applies to Windows and MacOS

To send log files to the Support team from the software, follow these steps:

1. Open the PokerStars software (logging in is optional).
2. Select ‘Help’.
3. Select ‘Log Files’.
4. Enter your username and any relevant details.
5. Select ‘Send Log Files’.

Download a ZIP copy of log files (desktop)

To save a copy of your log files:

1. Open the PokerStars software lobby
2. Go to Help → Log Files → ZIP & SAVE
3. Save the file to your desktop

The file may save to the settings folder by default. If you do not see it on your desktop, check that location.

 

Send PokerStars log files from the mobile app

Applies to Android and iOS

To send log files from the PokerStars mobile app, follow these steps:

1. Load the PokerStars app on your mobile device.
2. Go to 'Account' → 'Help' → 'Send Log Files To Support'
3. Type in your username and any relevant details.
4. Tap 'SEND LOG FILES'.

 

Get PokerStars log files if you cannot open the desktop software

Applies to Windows and macOS

If the PokerStars software does not open, you can still retrieve log files manually.

Before locating the files:

• Run the software for 3 to 4 minutes and allow it to attempt to connect
• Keep the program open, even if an error appears

Get log files on Windows

1. Press the Windows key + R
2. Enter the following path and press Enter:
   %USERPROFILE%\AppData\Local
3. Open the PokerStars folder
4. Locate files ending in .log.0 or .log.1
5. Drag the files to your desktop

How to locate PokerStars log files manually (video guide)

 

Get log files on macOS

1. Open Finder
2. From the top menu, select Go → Go to Folder
3. Enter the following path:
   ~/Library/Logs
4. Open the PokerStars software folder
5. Locate files ending in .log.0 or .log.1
6. Drag the files to your desktop

 

Get PokerStars log files if you cannot open the mobile app

Applies to Android and iOS

It is not possible to retrieve log files from the PokerStars mobile app if the app does not open.

Instead:

• Take a screenshot of the issue
• Send a description of what happens

 

Send downloaded PokerStars log files to Support

You can send log files or other attachments using:

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

Include your username when contacting Support.