Announcement: Technical issues - (click/tap here for more details)

Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.


Sending log files on Windows or Mac

If you are experiencing issues with our software or your Stars Account, we may request that you send us the log files that our software generates. We can then review the log files for error messages or indicators of what may be causing the issue and provide you with the appropriate assistance.

To retrieve your log files:

  1. Load our software. (Note: login is not required to carry out this action).
  2. Select the Help button in the lobby (click More first if not visible).
  3. Select Log Files (include your Stars ID and any details related to the reason you are sending the log files).
  4. Click on Send Log Files, which will automatically send the log files and your explanation to us.

Alternatively, you can save the log files as a ZIP file by clicking on the ZIP & SAVE button and your log files will then automatically be saved as a .zip file on your hard drive. To do this, simply follow these instructions:

  1. Open the lobby
  2. Go to Help
  3. Go to Log Files
  4. Select ZIP & SAVE
  5. Save the file to your desktop

The log files can be forwarded to us via our Contact Support Form. A link to the form can be found as follows:


  1. Help & Support
  2. Contact Us


  1. Help
  2. Contact Support

To watch an instructional video (in English only) covering these steps, please hit play below.


Did this article answer your question?

Related Help Articles