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Poker Software Issues, Advice, and Quick Fix Tutorials

Online Poker Software Problems - General Advice & Fixes

Poker software problems and solutions

Having trouble with slow or non-existent poker table animations? Maybe your online poker client has frozen up while you are multi-tabling. Whatever your issue, we here at ProfRB.com have begun a comprehensive page to help you find the fastest, most efficient way to navigate through your software issue.

These solutions have been tested on a variety of poker rooms for a large array of issues with much success. Rooms that these solutions have been helpful on include, but are not limited, to 5Dimes, America's Cardoroom, BetFair, BetOnline, Black Chip, Bodog, Carbon, Coral, GrandPoker, Ignition, Intertops, Juicy Stakes, PartyPoker, PokerHost, PokerStars, SportsbettingAG, True, Ya.

We will be adding more to this page along the way, of course! Have an issue you don't see here? Well then...ask us! We are more than capable to assist you as best we can to solve any issue you might have. Also, when you are done reading through this article, we recommend that you peruse our advice on online poker and PC security.

My tables froze up during play - I was owning! What do I do?

Before we begin with tactics on how to fix the problem, you must understand that the problem may not be fixable! At least, not by you. While we do find that most problems with a poker room's software originate on the user's machine, there certainly are other issues. The poker client you are playing on could have a bug. The site itself could be suffering from a cyber attack such as a DDOS attack.  If you've ever been kicked off a site and unable to log back in, then when you do there are few tables and the client is really slow, you have probably seen these attacks first hand!. There are a number of possibilities, we can only attempt to fix and influence those that are on our local machines. Let's get started shall we. 

The easiest and first fix attempt for this kind of issue is obviously shutting down your poker client and re-starting it. But that's isn't always as easy as it seems - particularly with older operating systems. If simply "clicking the x" isn't closing your poker client windows, you may have to open your taskbar and manually end the program. Right-click your taskbar at the bottom of your screen and select "Task Manager". If a list of running programs (or applications) doesn't pop up directly, click "Applications" in your Task Manager. Select the poker client program that is frozen, and then scroll over to "End Task". If a new window pops up, click "End Task" again. Wait a moment, and your poker client should shut down. Simply re-start it again, and once the poker client resumes, your tables should automatically re-open. You may have to click "My Tables" or "My Tournaments", or the like, depending on the poker client.

If that doesn't do the trick and your tables still freeze up; or, if you open your client only to see a prompt such as "connection error", it could mean the poker client server is temporarily down. However, it could also be an issue with your flash or Java programs not being up to date.  ProfRB recommends having these types of programs updated anyway, so let's walk you through that procedure just to be safe.

Please follow these steps. In order!

#1 -- Uninstall the troubled poker client from your computer. Select "Control Panel", "Uninstall a program", select the poker client, and click "uninstall".  We highly recommend using a more powerful 3rd party uninstallation program such as Revo Uninstaller.

#2 -- Reboot your machine.

#3 -- Delete all temporary files, cookies, and history stored in your web browser. Usually this function is found under "Settings", or a similarly-termed tab, depending on your browser.  Click the appropriate browser image below for help with clearing cookies.

Google Chrome Clear Cookies Button Mozilla Firefox Clear Cookies Button Apple Safari Clear Cookies Button Internet Explorer Clear Cookies Button Opera Browser Clear Cookies Button Android Devices Clear Cookies Button

#4 -- Run "Windows Update" and make sure all of your Microsoft Windows components are up to date. 

#5 -- Make sure your Java, Flash, and Apple Quicktime players are all up to date with the latest versions. Visit the sites below and download the latest versions of each program.

Quicktime: http://www.apple.com/quicktime/download/

Flash: http://get.adobe.com/flashplayer/
Visit http://www.adobe.com/software/flash/about/ after downloading Flash to make sure the latest version was properly installed.

Java: http://www.java.com
Visit http://java.com/en/download/testjava.jsp after downloading Java to make sure the latest version was properly installed.

#6 -- Reboot your computer again.

#7 --Re-install the previously affected poker client, say a quick prayer to the poker gods, and launch the poker software.

Sometimes, poker clients receive software updates from their servers which can intermittently affect gameplay. This is rare and usually occurs only during non-peak hours (usually around 2-6am EST in the US). If this is the case, re-starting your poker client should do the trick. If you are still having issues and you did all of the above, contact Professional Rakeback and we will do our best to help you get to the bottom of your issue!

 

If the above steps fail to fix your issue, try these additional steps:

#1 -- The hardware that controls the display on your computer may need updating.  Try to download new video card drivers for your computer system.  The most popular video card manufacturers make this process very easy by detecting your video card and providing you with the most up to date drivers automatically.  The most popular video card manufacturers are: 

Nvidia: http://www.nvidia.com/Download/Scan.aspx?lang=en-us

ATI: http://support.amd.com/en-us/download

#2 -- Install new video drivers.

#3 -- Reboot your machine.

#4-- If you are still having issues, you may want to turn off any tracking software and HUDs that you are using.  If your problems abate, you will need to update your software.

Poker Tracker:  http://www.pokertracker.com/products/PT4/download.php

Holdem Indicator:  http://holdemindicator.com/download.php

Holdem Managerhttp://www.holdemmanager.com/store/downloads-manuals.php

 


Online Poker Software Problems - Internet Connection Issues

The Internet is a vast array of networked computers.  When you connect to a website, or a poker site, you may think that your computer is directly connecting to their servers and the data is being sent to you.  However, that is far from the truth.  In reality, there are often times a dozen servers and sometimes up to 50 computers between you and your destination machine.  These other servers are referred to as "hops" and each one passes your data packets along to the next hop until it reaches the destination and the opposite also takes place when the server sends data to you.

If any one of these computers, or hops, between you and the website you are attempting to communicate are having issues, this can affect your game play.  Data packets can be lost which results in lag for you, possibly even disconnection from the gaming servers.  Players often times assume that it is the poker site causing the problems because they can surf other websites, play other poker sites, etc.  However, one must keep in mind that the route that data travels is vastly different for each different website or gambling site that you are attempting to communicate with.

There are a couple of things you can do to help mitigate these issues.  Here are our suggestions:

Change Your DNS Servers

Your Internet Service Provider, or ISP, provides a service called Domain Name Servers, or DNS.  DNS basically act like Internet phone books and help computers translate the URL that you type in, such as http://professionalrakeback.com into an Internet Protocal, or IP address that your computer uses to locate the actual computer that hosts that website.  This DNS directory operated by your ISP may not be the most swift thing in the world.  It make take it 48 hours or more to update certain sections of its "phone book."  The problem with this is that if one of those "hops" above is acting up, the DNS is responsible for providing your computer with the information necessary to reroute your traffic to a faster and more reliable path.  Why ISPs are slow to update their DNS we have no idea, but it has been this way for decades now.

Fortunately there are a couple of alternatives.  One provided by OpenDNS and another provided by Google.  These free to use DNS servers can help improve your browsing and subsequently your poker play, as they are updated far more rapidly than most ISP operated DNS servers.  Here is how you can go about reconfiguring your Internet connection to use them instead of the cluncky DNS servers provided by your ISP.

If you know how to change your DNS servers, simply input one of these two sets in place of your network assigned DNS:

Google DNS

Preferred: 8.8.8.8
Alternate: 8.8.4.4

OpenDNS

Preferred: 208.67.222.222
Alternate: 208.67.220.220

If you need assistance in updating your DNS, the guys over at HowToGeek have a wonderful step by step walk-through with pictures for you to use.

Reset Your Winsock Adapter (For Windows PCs)

Also, resetting your Winsock adapter fixes a number of network related issues.  A reset of your Winsock adapter basically resets your network adapter’s software to default. If you want to know more about the technical nature of what you're doing with a Winsock reset, you can search for phrases such as "winsock reset", or "comms reinstall".  Otherwise, this process is very simple and you can do it yourself in under a minute using the following instructions

#1 -- Run command prompt as administrator.

#2 -- Type "netsh winsock reset" in the window.

#3 -- Reboot your computer.

If you are having difficulty or want a step-by-step guide with pictures you can check out this guide.

 


Quick Fixes for Mac Related Poker Problems

You paid a pretty penny for your Mac.  Odds are you did so because Macs tend to run so much more smoothly and are more user-friendly than your average Windows PC.  Unfortunately, even the exaulted Mac has issues with poker sites sometimes.  Below you will find ideas on how to fix any stubborn problems you may be having so that you can get back to grinding ASAP!

 

Far and away the easiest solution is to delete the offending poker client and start anew.  Here's how:

  1. Locate and delete the program from "Applications"
  2. Open Chrome and then open the following panels > Preferences > Settings > Show advanced settings > Privacy > Content settings > All cookies and site data > Search for the offending poker room (typically in lower case) > Remove all shown entries
  3. Restart OS X
  4. Download the newest version of the poker client using Chrome browser
  5. Say a quick prayer to the poker gods (perhaps the most important step)
  6. Install as the newest version of the poker client as you normally would
  7. Enjoy a smoother experience on the tables

 

Adding Read and Execute Permissions

It is possible that when attempting to install a new poker site on your Mac, you may run into the error "this application XXXX can't be opened".

poker site can't be opened example

This can be very frustrating because uninstalling and reinstalling does not often work. We still haven't figured out why this error happens, though it could be related to improperly set up user groups. Regardless of the origina of the problem, we can offer a potential solution. Change your read and execute permissions for the program. In this instance we are going to use Bovada as an example, though you can modify this procedure for any poker app that you're having difficulty installing. Here are the steps to follow: 

  1. Go to "applications" or /Applications/Utilities depending on your operating system
  2. Double click on "terminal"
  3. Copy this line: cd /Applications/BovadaPoker.app/Contents
  4. Paste the line from step 3 into the terminal and press enter
  5. Copy this line: sudo chmod g+rx BovadaPoker
    (you may receive a warning about using "sudo" to enable superuser mode, as long as you are copy/pasting only this line, you will be fine to ignore that warning and proceed)
  6. Paste the line from step 5 into the terminal and press enter
  7. When prompted for a password, enter the password for your Mac (not the poker client!
  8. Test your poker client to see if the ability to open the app has been restored.

 

America's Cardroom

I tried to install America's Cardroom's Mac client and the app simply will not open. What do I do? - Your first step is to locate the folder on your computer called "Applications". Once you have located this folder, you musth right click on "AmericasCardroomPoker". Within you will find "show package contents". You must then click on "Content" and again on "MacOS". Now that you have dug deep into the directory structure, you should see an executable file. You must double click on this file. When you do this, another file will be created. They will be similar, but the second file will have a "32" attached to its tail end. This is the file you need. You may now double click it in order to run the America's Cardroom Mac poker client.

 

Other Resources

Two Plus Two - Technical Help Forum
Poker Tracker - Support Forum