Help - Common Questions
» Depositing & Cashing out
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» General Inquiries
You could be suffering from internet lag that is often caused by poor connection between your ISP 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.
Sent in by player ”perform23” and edited by support
I get the message ”Unable To Connect To Patch Sever”. What should I do?
First, please try to uninstall the downloaded application and then re-download/install it again.
A download of a small file should start. If the file downloads fine, you should be able to run the downloaded application after that.
Why can't I see the list of tables? All I get is a grey square.
This usually means that you need to clear your "cache" (temporary internet files) and lacks the latest version of Java plug-in. You can download the Java plug-in by clicking on "Get It Now" on the Java homepage. Our FAQ section on "Playing Through the Web-Browser" has tips on how to clear your cache.
Why does the game keep saying "The server does not respond" when I try to log in from my office?
You are probably sitting behind a "firewall". It's a safety measure that protects your company network from unauthorized access. Among other things, it limits the communication with the outside world to a few standard channels -- and the PokerLoco client-server solution is apparently not on the approved list.
Please try configuring the firewall to accept traffic on our game ports. Please contact us if you need more information.
Why do I see "ghost cards" on the table?
You might be seeing residue 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 and clicking on the "Get It Now" tab.
I cannot connect to any games when playing from an office or University/College.
If you cannot connect to our game server through our webpage, nor through the downloaded Poker4 application, you could be behind a firewall. If you are behind a firewall, then you will have to configure the firewall to allow communications on our ports.
I am using the Poker 4 download version but I am unable to connect to the server.
If you are receiving a message that you are unable to connect to the server but you do have access to the internet, one thing that could cause the problem is if the system clock is incorrectly set. Please check that your clock settings are correct i.e. date, month, year.
If this has not helped resolve the issue, please restart the program until you encounter the problems and cannot go any further, then send an email to the PokerLoco client support attaching the file "WPCLog.txt". It is found in the folder C:/Program Files/PokerLoco in your PC. This file could hold important information that will help our support team to solve the problem more quickly.
I sat out for a few hands in a tournament, but it doesn'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 checks/folds your hands for you. You do not lose anything except the blinds when it's your turn to post them.
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.
4) Whether you were playing through your web-browser (AOL / Internet Explorer / Netscape etc?) or through the downloaded application?
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?)
8) Do you experience similar problems when you try to play from your web-browser/the downloaded application?
The more information you provide, the sooner you can get a resolution from us.
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 asked "You are accessing a site with non-secure items. Do you want to continue? (Yes/No)".
Why is the Downloaded application running very slowly for Win 98 users?
Unfortunately, some versions of Win 98 lack certain important system files needed for our application.
By downloading the following file and placing it into the PokerLoco installation directory ("C:Program FilesPokerLoco" by default) then the application should run much smoother (note that the file need to be placed in the directory before starting PokerLoco).