elneil3456

ello Aldo,

A reboot of all of your hardware will often clear anything corrupted
in memory that has blocked your ability to reach our site. Reboot
your Cable/DSL modem (if any), then your Ethernet hub (if any), and
finally your computer. This may solve your problem.

Next, check your system date (including the year) and ensure that it
is set properly. An incorrect system date causes the encryption
certificate to fail.

Beyond an incorrect date, the most common cause of an inability to
connect while still being able to browse the web is a firewall
blocking your access.

Are you running any of these packages?

Norton Internet Security / Norton Firewall / Norton AntiVirus

McAfee Security Center / McAfee Firewall / McAfee AntiVirus

ZoneAlarm

A corporate Firewall

A new Cable/DSL router? (If so, is it a wireless router?)

If you can tell me about any of those things on your network, we can
likely find the source of the trouble and get you back online quickly.

It would also be helpful if you could send us your program log files
(PokerStars.log.0, PokerStarsUpdate.log, PokerStarsCommunicate.log if
present) that are located in your PokerStars folder.

To find the log files, double click on "My Computer", then "local disk
(C". Depending on where the program was saved to, you should see
a "PokerStars" folder either here or in the "Program Files" folder.
Inside the "PokerStars" folder you will find the log files. Please
attach these files to an email and send it to support@pokerstars.com.

Please note it is important that you send us these files as soon as
you can as they are only kept for a period of one day.

We also have a feature whereby you can reset your own password. To
reset your password, select 'Lobby', then 'Login' from the lobby menu.
Click on the 'Forgot Password' button on the login dialog. Follow the
instructions and a new temporary password will be sent by email.

Note that for security reasons a password reset can only be sent to
the address registered in your PokerStars account. Please ensure that
this email address is set up to receive email from PokerStars, rather
than classifying it as junk or spam mail. For information about how to
ensure this, please visit:

http://www.pokerstars.com/emailinfo.html

If you get an error message saying the information you entered is
incorrect, please send us an email with your PokerStars User ID, your
real full name, and your correct mailing address, including postal/zip
code, for verification purposes.

For the same security reasons, this email must be sent to us using the
email account currently registered in your PokerStars account.

Once we receive your email, we will confirm the correct information
needed to use the password reset feature.

If we can be of any further assistance, please let us know.

Best regards,

Charles
PokerStars Support Team