I've recently been having issues with hotkeys - instead of having an action performed on the table I was mouse-overing it would instead be performed on the table I acted on last. So for example, if I fold a hand on table 4 and then mouse-over table 5 to perform an action, the action would take place on table 4. The frequency of this is at 1/30-1/40 of actions at a guesstimate.

Also, you get stuck on the lowest level. The step bar is stuck on 100% for the 20th step (on lowest level) and it does not move.

I find the luck of info on what to do when your RSA key expires disturbing.

The procedure to disable the RSA key requires the numbers from the key itself. The FAQ is silent on the issue. Your support is also not responding.

did they change the vip system already or smth?
As supernova you're supposed to get to the next vip step when you do 1k vpps, I am at 1.3k and it still shows step 1 and no starscoin credited?

Last I heard, Pokerstars we're having various issues with the VIP status/step system and are working on it.

Why am I not able to use my starscoin for VIP cash rebates (and probably other things)?

It seems that the vip program is broken atm.

it's fixed now

VIP Club related issues should be mostly fixed now. We're aware of an outstanding issue where some players are seeing an old Milestone Cash Credit widget instead of the VIP Steps progress bar which is a bug that we're investigating.

Any players who have been materially affected by these issues will be reimbursed any StarsCoin owed in the coming days. Apologies for the inconvenience caused.

Regards,
Dylan

Please send me a private message providing your Stars ID so I can ask someone to have a look at your situation.

Thanks for posting - I've reported this to the team, but in the meantime could you please check the state of the related option in Settings?

Go to Settings > Gameplay > Hotkeys and verify whether the "Send Hotkeys to:" option is enabled for "Table Under Mouse". It's possible that this may have been changed inadvertently or something may have corrupted your user.ini file (which holds your specific settings values).



Also, do you have "Highlight Target Table" enabled? If you do, when you mouse over Table 5 does the highlight show around the boarder of the Table 5 window when you hit the hotkey? In other words, I'm wondering if the highlight stays on the table where the hotkey is actioned (Table 4) or if it follows your mouse to Table 5.

The fact that this happens intermittently (1 out of 30 hotkey actions?) suggests it may be a timing edge-case or something like that. We'll take a look, but please let me know the answers to the above.

I've asked someone to look into your case. Meanwhile, I found this information (below) from the Support knowledge base.

If your RSA token has expired, you should be able to use one of the "one-time" passwords (that you were given when you received your token) in place of the numbers from the key. This would allow you to log in, disable the RSA token (meaning it would no longer be required for login) and order a new token.

If you have lost or misplaced the "one time" passwords, you will have to work with Support to have the token disabled by them.

Here are the general instructions for RSA Token Expired:

=============

If your RSA Security Token has expired and you would like to continue to use this security feature you will need to order a new token from the VIP store.

When you received your RSA Security Token, you will have received a series of 'One Time Passwords'. You will need to use one of these one time passwords to log-in to your account. To do this, instead of entering an RSA Security Passcode when logging-in, click on the button labeled "I have lost my token...".

If you have lost your One Time Password sheet, please email back and let us know so that we can disable it for you. Please also include a suitable time for us to phone you, as we will need to call you to verify your identity. If you would prefer to speak to us in a language other than English, please let us know so we can assist you accordingly.

Once you have logged in, we suggest that you order a new RSA Security Token from the VIP Store, and/or disable the RSA Security Token before you run out of One Time Passwords. To disable the RSA Security Token, please follow these steps on a desktop device:

1. Select the ‘Account’ app in the main Lobby

2. Select ‘RSA Security Token’

3. Clear the 'Enable RSA Security Token' check box

4. Click ‘APPLY’.

On Android and iOS devices, please follow these instructions:

Menu (Android) or More (iOS) -> Settings & Tools -> Login Security Settings -> RSA Security Token -> Disable

Until your new RSA Security Token arrives, we suggest that you use the Stars PIN or SMS login feature to protect the security of your account if you wish.

There are two steps to activate a Stars PIN on your account.

You will need to first ‘Request’ a Stars PIN. Once you request your PIN number, you can then ‘Activate’ the setting on your account. To request and activate this feature on your account on a desktop device, follow the instructions below.

1) Requesting a Stars PIN :

1. Log into your account
2. Click ‘Account’ on the bar in the main Lobby, then select 'Stars PIN’
3. Next, click ‘Request Stars PIN’, and then confirm your request.
4. An E-mail containing the Stars PIN will be sent to the e-mail address that is registered on your account. Once you receive your ‘Stars PIN’, you will then need to activate it (see below).

2) Activate your Stars PIN :

1. After you have received your Stars PIN, log into your Stars Account as normal.
2. Click ‘Account’ on the menu bar in the Lobby, then select 'Stars PIN’.
3. Click 'Enable Stars PIN'.
4. Follow the instructions on the subsequent screens.
5. You will now get a confirmation message.

On Android and iOS devices, please follow these instructions:

Menu (Android) or More (iOS) -> Settings & Tools -> Login Security Settings -> Stars PIN -> Enable

Alternatively, use SMS login.

To enable Login validation via SMS you will need to first register and validate your mobile number.

If you do not have a mobile number registered please follow the below instructions:

1. Log into the software.
2. Click on the ‘Account’ tab
3. Click on ‘SMS Security Options...' and select ‘Enter mobile number...’
4. Choose the country of your mobile phone number, and type your phone number into the relevant box. Please do not include any zeros at the beginning of the number.
5. Click on ‘Save’
6. Wait to receive the SMS Validation Code on your mobile phone and select 'Validate mobile number..." to enter it.
7. Click on 'Validate'

Once you have validated your mobile number, you will need to enable the feature as follows:

1. Log into the software
2. Click on the ‘Account’ tab
3. Click on ‘ SMS Security Options...’
4. Check the ‘Enable Login validation by SMS’ checkbox.
5. Follow the prompts to complete the setup.

=============

One time passwords do not replace the numbers from the token, you have to use a different dialog/route for them when logging in, and for disabling the token, this route does not exist.

When you try to disable the token (by turning off the "Enable RSA security Token" checkbox, then clicking "apply"), you get a confirmation dialog that asks for the password and "RSA Passcode".

When logging in, this RSA passcode is a 4 numbers pin and 6 numbers from the key, in total 10 characters. And that box in the dialog expects exactly 10 characters. So, if you only put a one-time password, that is 8 characters, and the "OK" button is not even enabled. And if you try to put the RSA pin number, and then a one-time password, that is total 12 characters, and the last two can't even fit in the text box.

In other words, there is no way to disable an expired token.

from 2015-12-30:

"What is the most direct way to contact stars? My RSA has expired and I need to play prior to 2016 but their support team is an absolute joke with response times"

"I have the same ****ing problem. I need 6k vpps. my token expired. Got 300k fpps as well... they supposed to post it 2 weeks ago. it hasnt arrived yet. And the support really sux!"

"They can temp disable the RSA codes for you trough email support."

I've been informed that one of the reps from the Security team is looking into your case, so hopefully we'll get your RSA token situation sorted soon.

Crash Bug Investigation - Volunteer to Sell Your Crash-Affected Desktop Computer

As we have been unable to reproduce the intermittent crashes that we know continue to affect some players, the team has decided to purchase the computers from a couple of desktop users who are still experiencing this crash bug - so we are looking for volunteers to participate in this phase of the investigation.

We are looking for just two computers to start with. We'd like to obtain one older machine and one newer machine, both being PC/Win and both being desktops (we only need the CPU sent to us, none of the external peripherals like monitor, keyboard, mouse, etc.). It might be best for us to get both a Win7 and a Win10 machine.

If you would like to be considered for participation, please send me a Private Message with the following information:

1. Your Stars ID

2. The client version you are using (go to Help > About PokerStars and look for the 5-digit Build number).

3. A description of your desktop computer, including the following and any other information you can provide:

• Year of manufacture (i.e. how old it is)
• Make / Model
• Operating System (including any service packs)
• CPU / Speed
• RAM
• Hard Drive specs
• Graphics card and graphics memory specs
• Graphics driver version
• Number of monitors, monitor sizes, resolutions and makes/models

4. A list of all third-party tools you are regularly running

5. A description of your typical playing session when crashes usually occur:

• Number of tables open
• Type of games you are playing
• Table layouts (custom, stacked, tiled, etc.)
• Table configurations (table themes, custom backgrounds)

6. A description of the crash effect you are experiencing

• How frequently it occurs
• What occurs (freeze, crash, crash with popup, etc.)
• What typically seems to cause the crash (what did you click, what was SW doing?)
• Is the crash effect fairly consistent in terms of when it happens and how it happens?

7. A screenshot of your desktop showing your typical play layout / configuration you use when crashes happen (if you're not sure how to post an image in the private message let me know and you can email it to me)

After we review the details from a number of volunteers, we will pick two and follow up with them regarding next steps, payments, prep and shipping instructions, etc., and let the rest know they were not chosen for this first round.

==============

A word about personal data

Potential volunteers will be understandably nervous about personal information that may be on their system.

First of all, PokerStars is committed to respecting your privacy and the security of your personal information, as we always do with your Stars Account and payment / transaction history, and these policies would apply to a system you provide to us for a crash investigation. Most likely, when we have completed our test/analysis of your system, we would either return the system to you if that was our arrangement or we would format the hard drive so any personal information is destroyed.

However, we recommend that you backup your personal documents and remove them from the computer, delete your browser history, etc., as a precaution.

Some potential volunteers may not want to participate unless they can first format their hard drives themselves prior to shipping the computer to us in order to feel that their security and privacy is adequately protected. We may be able to accommodate such a procedure on the condition that, after you have reformatted your drive, you reinstall all the poker related software and system configurations, then play sufficiently to document (through video screen capture) that your re-established system reliably exhibits the crash effects to the frequency that they appeared prior to formatting.

It will do none of us any good if we get a reformatted system that does not crash reliably enough for us to zero in on the source of the problem.

==============

Steps to take to try to resolve the problem first

A number of players have been able to resolve the crash problem on their own by taking one or more of the steps discussed in this post:

http://forumserver.twoplustwo.com/sh...ostcount=26099

Before you contact us about participating, please take a few minutes to read through the post and try taking the steps that apply to your situation to see if the problem can be resolved. Again, it will not be an effective use of your time and our time if, when we get your desktop in our test lab, our investigators are able to quickly eliminate the crash effects simply by updating the drivers for your graphics card.

If you are able to resolve the problem through one or more of these steps, please let us know – every bit of data will help further the investigation for the benefit of other affected players.

==============

Yes, it is already enabled.


I do have the highlight target table enabled yes and I believe without being certain that the new table is not highlighted, it stays on the previous table (so it stays on table 4 in the example I gave). However, I am not 100% sure, I will record my next session so I can confirm it.

Regarding it being a timing edge-case, if what you mean by that is speed, then I can definitely confirm that it doesn't occur only on fast actions - I recall having my mouse over a table waiting for the action to get to me and when it eventually did, the hotkey action took place on the table I previously acted (plenty of seconds ago). Apologies if the timing edge-case didn't have anything to do with the speed of the action

Thanks for checking, Alexo.

I was just musing about timing edge-case and, yes, I was thinking of speed of the action as you described so your information is helpful.

Keith little about PS crash,i experienced only one time those crashes and found solution: antivirus

setup was: win7 (with latest video drivers and updates),PSclient + Bitdefender antivirus
client just randomly stopped working,with disabled worked without crashes.
idk smth that antivirus didn't like in memory processes,multiple network accesses.
myb these guys should try disable security softwares for some time or add exclusions to PS folder,it is worth a try.

Thanks for posting your findings - it may indeed help some players.

In our list of possible solutions we already suggest modifying anti-virus configuration to mark PokerStars as a trusted application, but I'll pass the information on to the team investigating the crash issue.

In one of my previous posts I mentioned that my crashes started Sept 1st (+/- day). What did you guys do with your S/W at that time?

It would help if your support group provided any more info / details on possible causes that they may suspect, so we can monitor our situation more and provide you with more feedback.

Question: What is the difference between being 'Sitting Out" (Stars crash), and "Disconnected"? I searched your policy and it doesn't really explain disconnect policy that well.

I played a Spinner tonight and had to go through 28 hands of a remaining player "Disconnected"; 15 seconds Timebank, 30 seconds disconnect time, and then 8 seconds for every hand before it folded to myself.

Yet when you get a Stars s/w crash, you get "Siting Out" out and blinded in less than a minute. Why the difference?

Also, can you confirm that Stars crashes are happening to all players, not just those that have had an FTP account previously?

Hello,

I do not know if it will be helpful for anybody, but here´s my "crashing" story.

Crashes started few months ago. I was playing Play Money tournaments on PS and it freezes and I cannot do anything, just to ended client. I was thinking it was caused by the age of my computer (it was 5 years old). So I bought another new computer and problem was solved.

That leads me to two scenarios.
1) It was caused by antivirus (now I am using Kaspersky, before it was Eset)
2) It was caused by Win7 (now I´ve got a newer system)

If I haven't mentioned it before, thanks for all your posts, your helpful tips/suggestions and your earnest desire to help find a resolution.

I didn't see anything in particular in terms of client releases the weeks before and after September first, other than some Android updates on a few licenses for PokerStars Casino app, BetStars app and Full Tilt app and PokerStars app. Nothing with the desktop clients except for a Mac release for PokerStars on the .IT license. There was a server restart on 24-Aug, but the associated clients didn't start deploying until several weeks later.

I have a post related to possible causes and steps you might take here:

http://forumserver.twoplustwo.com/sh...ostcount=26099

I believe that our Support team is aware of this information, but if you feel otherwise I will check in with them.

Not sure about software crash = Sitting Out. I'll have to get back to you.

No, I cannot confirm that. First, the intermittent crash problem is only affecting a tiny fraction of active players, not all players. Second, of those who have reported the problem, few have discussed their prior involvement with FTP - so I don't have enough data to say whether it is a factor. My impression is that most affected players are PS-only, a few were FTP only and a few were mixed. Some PS-only players have tried to download the FTP client to see if by playing there they would avoid the crashes (it had no effect). Had they been previous FTP account holders they would have already had the FTP client on their system.

Thanks for sharing your experience - I'm glad that the situation cleared up for you.

Upgrading from Win7 to Win10 has resolved the problem for some players (but not all), and adjusting antivirus software has also fixed it for a few players - so it is possible that one of those two factors (or both) are what was effective in your case.

The merry go round of endless pokerstars software problems continues into the new year and if they still can't get their own software to work properly I cringe at how inferior their security is at detecting motivated cheaters. Ya might as well torch your $ with flames playing here