Really feel for all you guys who experienced client crashes. Surely worth a significant refund?

you would think so if only stars were as sympathetic!

Totally fair assessment.

Crashes happened to me too when I played on Saturday. Out of the blue the software just freezes and the only way to get it up and running again was force logging and restarting the client, after which the timebanks were gone and hands had been folded. Really really really annoying.

Also annoying is that when stars crashes like this, the user.ini file often gets corrupted and so does the player notes file. So not only must we delete the .ini file and spend 20 minutes restoring the old settings but there is also the tilting possibility of a corrupted notes file, in which case some old notes may get lost, and future notes might not get saved. As a precaution, you guys might wanna send these files to stars for them to take a look.

I did wonder why some of my tags disappeared. Sent in the log files as requested. Get on it!

Thank you for your email and the attached log files.

We are sorry for the problem you have experienced. After the review of the provided log files, we could see that the user.ini file, with your PokerStars settings and preferences, might have gone corrupted. In this scenario, our application may not work as desired.

To solve this issue please delete your User.ini or User file. If you are able to open PokerStars the easiest way to access this file is to open the Main Lobby then click on the 'Help Menu' on the right, then 'Open My Settings Folder'. Once you have done this make sure you close the PokerStars software and then delete the User.ini or User file.

Please note that deleting this file will revert all user defined options to their default setting and you will need to set those options again manually.

If anything happens again, please send us an updated version of log files. In addition, please confirm if you are using any third party tool while on PokerStars.

Thank you for your cooperation.

Regards,

Beata
PokerStars Technical Specialist



So the .ini file may have corrupted, and may cause the application to not work properly.

Not, we did something and probably ****ed your .ini file, soz!

tried that same problem though, so unrelated

I'm hesitant to even delete/restore setting for the user.ini file as Stars has not released an update since yesterday's crashes, so I will likely have to go through the same process tomorrow after it crashes again.

This has to be some sort of joke stars how can this be everyones user.ini file is corrupt this has nothing to do with our computers unless your update has done something specific to these files which then means it is your problem.

That response to me just seems like you are trying to dodge the problem and not refund anyone, i personally had to restart stars around 4-5 times yesterday and missed out on hands many times. I also had the same response via email.

Site is turning into a laughing stock!

lost tonnes of $EQ

I'll make sure I'll turn on your doomswitch once I start working for AmayaStars

While you are at it, please turn off mine then

All,

First, thank you all for the reports coming in. On behalf of our site, I’d like to apologize for the further inconvenience and aggravation some of you are facing as we attempt to address this overall issue.

I’m posting now to reassure each of you who faced this issue to your detriment over the weekend that we will of course handle each report of lost funds fairly on a case-by-case basis. Please write to Support, indicating how you were affected, which games you were participating in at the time, and we will do our best to ensure that you are fairly compensated. Please also provide us as much information as possible (along with your log files from the day, if you can) so that we can track down the source of this additional issue and squash it as soon as possible.

Again, I’d like to apologize for the further inconvenience and aggravation caused to some of you. I know that a *COOP Main Event day was just about the worst and most frustrating day possible to be experiencing difficulty in maintaining a seamless connection to our tables. We’ll get this right as soon as we can.

The response I got was: there were no server problems so there is nothing we can do about it. So nice!

youre gonna need to fix the lag first before I even log in and play again.
best of luck if you get a position within their company tho,
let me know how it feels when 35 hours into yur 40 hour week you catch wind of a memo that says to not pay you for yur hard work.....Amaya pay back sn/e the money you stole from them. .....and please ADD MINIS
GOOD DAY

REFUNDS ARE GOOD BUT PLAYING WITHOUT LAG OR DISCONNECTS ARE BETTER.
thank you for this responce

I don't understand how you calculate these refunds, I must have disconnected 5 or 6 times during almost every MTT I played, only got 60 back. I also min cashed a sat after being chipped down because of lag, had to stop playing Sats the rest of the day. If you disconnect that amount of time, all rake should be refunded.

I appreciate the way you and the other stars reps always show respect on the forums, but the emails you get from support are borderline rude. Being told to run a virus scan and Ccleaner, because your PC is likely the problem. Or being told you have had refunds X amount of times in the past so should be happy. It's pretty sad to see.

What about all the UK recreational players, I have never been contacted and told I am owed a refund. So I am guessing they just lose out?

Really considering being done with stars, Party seem to be making moves. Grinding a full euro site schedule is becoming more possible \appealing.

that's what concerns me the most about the instability of poker clients. a rec is gonna have enough of it after two sundays in a row of getting mad, not everyone is gonna e-mail and complain and will be losing out on a high % of their small bankrolls due to this.

doubt a stars rep will adress it and the business standard is probably to refund whoever complains, could be a problem for the economy of mtts if this keeps going on tho.

zz just had another crash like sunday, please look into this asap it obv has something to do with the newest update which is apparently a big **** up. filters also don't change as flexible as they used to in the lobby fwiw

Having issues with pokerstars.FR. Clicking and unclicking the show upcoming tickbox does nothing at all. Have to move out of the tournament filter and back then it updates.

Bryan, I **** you not I just got an email from support saying "I can also tell you that we have conducted an investigation about the service offered on January 31st and the result of this investigation was that our servers offered a good service at all times." I realize you aren't involved in dealing with refunds but maybe you can point me in the direction of someone who has any ****ing clue what they are talking about.

This site is just a complete disaster at all levels right now.

Yep something goes wrong with the filters when it crashes and u have to reset it through task manager and then they stop working fully joke timed out twice today been on going nearly a week now

Lmao I just got one asking to send in log files. Completely ignored refund. As if I'll ever waste my time to send a log file for 1% of what the DC cost.

Don't worry I got that one too, I'm on useless email 4 already

like, really?? it's not cool to lie to a customer in these spots. there were problems and stars knew about it. changes need to happen somewhere.