General Poker Game Troubleshooting
Help >> General Poker Game Troubleshooting
1. Why is the game sometimes slow?
You could be suffering from internet lag that is often caused by a poor connection between your internet service provider and our server. That is something beyond our control but your own connection is often improved upon if you close out other bandwidth-consuming applications such as internet browsers, file sharing programs, chat programs, etc.
2. Why can't I see the list of tables? All I get is a gray square.
This usually means that you need to clear your "cache" (temporary internet files) and that your computer lacks the latest version of the Java plug-in. You can download the Java plug-in at the Java homepage. Our FAQ section on "Playing Online Poker from the Web Browser" has tips on how to clear your cache.
3. Why do I see "ghost cards" on the table?
You might be seeing these "ghost card" images from previous hands as you do not have the latest version of Java plug-in for your web-browser. You can download it by visiting the Java website.
4. I sat out for a few hands in a tournament, and now it won't let me sit back in!
Your session has expired. Quickly close the game window (table) and restart the lobby (game client). You can then rejoin the tournament while our system check/folds your hands for you. You do not lose anything except the blinds when it's your turn to post them.
5. Help! I can't access your games!
If your problem is not described or answered by the other FAQ answers, please contact our Support team with the following information:
1) The date and time that you were trying to play.
2) The type of game you were trying to access.
3) The operating system you are using. (Windows XP / MacOS, etc)
4) The web browser you are using (AOL / Internet Explorer / Netscape, etc)
5) At which stage of accessing the game did you encounter problems and what actually happens?
6) Did you see any error message?
7) Your connection speed. (Dial-up / DSL / Cable) The more information you provide, the sooner you can get a resolution from us.
6. I have problems playing your games after I upgraded Windows XP with "Service Pack 2". What should I do?
Your Windows XP security settings should have increased after upgrading it with "Service Pack 2". Please try to access our website directly, and confirm that you want to continue when prompted with, "You are accessing a site with non-secure items. Do you want to continue? (Yes/No)".
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