Anyone else having trouble installing themes on Pokerstars?

[newcool]

Whenever I try to install a new theme from the list of available ones on Pokerstars it just says installing and hangs forever. Anyone else having this issue? How to resolve?

Thanks

[Coy_Roy]

[ QUOTE ]
Whenever I try to install a new theme from the list of available ones on Pokerstars it just says installing and hangs forever. Anyone else having this issue? How to resolve?

Thanks

[/ QUOTE ]

Yes, I'm having the exact same problem.

It used to work fine.

[tice03]

I'm having the same problem, the only thing I have noticed that was different is that I am now running on a Vista computer instead of a XP computer.

[BryanSPokerStars]

[ QUOTE ]
Whenever I try to install a new theme from the list of available ones on Pokerstars it just says installing and hangs forever. Anyone else having this issue? How to resolve?

Thanks

[/ QUOTE ]

Hello newcool,

Please drop our Support folks a line (support@pokerstars.com) and they'll do their best to get this sorted for you.

All the best,

Bryan S.
Tournaments Administrator
PokerStars Poker Room Management Team

[Coy_Roy]

[ QUOTE ]
I'm having the same problem, the only thing I have noticed that was different is that I am now running on a Vista computer instead of a XP computer.

[/ QUOTE ]

I'm running xp as I have been for the last several years......the problem first arose for me 1 to 2 weeks ago.

[Coy_Roy]

[ QUOTE ]
Please drop our Support folks a line (support@pokerstars.com) and they'll do their best to get this sorted for you

[/ QUOTE ]

Why can't the issue just be addressed here?

[BryanSPokerStars]

[ QUOTE ]
[ QUOTE ]
Whenever I try to install a new theme from the list of available ones on Pokerstars it just says installing and hangs forever. Anyone else having this issue? How to resolve?

Thanks

[/ QUOTE ]

Yes, I'm having the exact same problem.

It used to work fine.

[/ QUOTE ]

Hello folks,

I've since spoken to one of our programmers about this, who informs me that it's not a known issue. To investigate further, it would be helpful if anyone having this problem could send us their program log files for your PokerStars program.

To do this, please load the PokerStars program. From the lobby, please click on 'Help'. Go to 'Log Files', then select 'Send log files to support'. This will automatically send the files to us for you.

Alternatively, you can select 'Save log files as ZIP...' and your log files will then automatically be saved as a .zip file on your hard drive. You can then attach this .zip file to an email and send it to us at support@pokerstars.com.

Please note it is important that you send us these files as soon as you can (after the problem occurs) as they are only kept on your hard drive for a period of one day.

Edit: also if you'll drop me a line here when you've sent a log file through regarding this issue, I'll shadow your mail and report back here with the determination/fix from the programmers.

All the best,

Bryan S.
Tournaments Administrator
PokerStars Poker Room Management Team

[Shibby]

Brian.. I just sent a log with an explanation and a linkback to this thread.

[Shibby]

Edit time was too long, so I'll reply to myself.

Response from Stars that worked for me. I had to go into the actual permissions for the three files at the bottom of the list and change them to full control.

Hello James,

Thank you for your email.

Some players have been reporting that their themes are not downloading.
This is cause because the download connection has been blocked by a
security programs in the player's computer (antivirus/firewall).

Are you running any of these packages?

Norton Internet Security / McAfee Security Center / ZoneAlarm /
CA Security Center / AOL Security Center / Kapersky Anti-Hacker /
Panda Internet Security / Sygate Personal Firewall /
PC-Cillin Firewall / Windows Firewall / Corporate Firewall

If you are using a firewall not listed above please be sure to let us
know the brand you are using.

Here are the general guide lines on how to configure an antivirus program
to allow PokerStars to connect and download themes without problems:

Inside the antivirus' software controls will be a list of programs,
and permissions for each program file.

These permissions are set by default the first time you run PokerStars
under the antivirus or after an update.

To make sure the permissions are set correctly, you'll need to locate that
list of programs, and set
their permissions to "Permit All" or the equivalent of unrestricted access.

It will be SOMETHING like this process, though the location will be
different in each antivirus:

Open the Antivirus control panel
(often you double click the antivirus icon near the Windows clock)

Click on the "Programs" tab (or otherwise locate the program list)

There may be up to three items in the Program list (you may need to
scroll down):

PokerStars GUI
PokerStarsUpdate.exe
PokerStarsCommunicate.exe

For each of these, changing "Block All" to "Permit All" (or to the
least restrictive permissions) should be sufficient to permit you to
download the themes.

Please let us know if you continue to have difficulty downloading themes
after making these changes.


Regards,

Morgan
PokerStars Support Team

[BryanSPokerStars]

[ QUOTE ]
Edit time was too long, so I'll reply to myself.

Response from Stars that worked for me. I had to go into the actual permissions for the three files at the bottom of the list and change them to full control.

[/ QUOTE ]

Great news! I'm glad to see that this situation was one that was sorted out! Thanks for posting the reply here so that others with the same problem can make use of the solution!

All the best,

Bryan S.
Tournaments Administrator
PokerStars Poker Room Management Team