Windows 11 issue

Questions and discussion about PokerTracker 4 for Windows

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Re: Windows 11 issue

Postby Deeewhite » Fri Nov 19, 2021 12:27 pm

Hello,
Looking for an update, logs were sent November 13.
Issue continues to persist.

Cheers,
Deeewhite
 
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Joined: Tue Aug 06, 2019 12:29 am

Re: Windows 11 issue

Postby Flag_Hippo » Fri Nov 19, 2021 1:25 pm

I don't see any support tickets from your account other than one from January 2020 (#453311). You can view your Support Tickets at any time by signing into your PokerTracker.com account and visiting your My Account -> My Support Tickets page. If you are using an AMD CPU then they have bugs with Windows 11 and that can cause issues with programs such as PokerTracker 4. These issues have nothing to do with PokerTracker 4 itself other than it's causing PokerTracker 4 to perform poorly, freeze and/or crash. If that applies to you see here and make sure that both issues are resolved following their instructions:

https://www.amd.com/en/support/kb/faq/pa-400

otherwise let me know your original ticket number if you submitted it from a different account/email or attach your log file to a new Support Ticket.
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Re: Windows 11 issue

Postby Deeewhite » Fri Nov 19, 2021 6:51 pm

Hello,
Not sure how I created my ticket, but I have a ticket open 700366.
Let me know if you need additional information.
The KB listed is for AMD and ARM architecture.
I have Intel processor and even after googling ARM. I don't know what it is :)
Deeewhite
 
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Re: Windows 11 issue

Postby Flag_Hippo » Sat Nov 20, 2021 6:26 am

Deeewhite wrote:Looking for an update, logs were sent November 13.
Issue continues to persist.

A reply was sent to you on 15th November but I don't see a subsequent reply from you. If you are not receiving our messages then your email provider is either blocking the message or more likely it is being delivered to your junk/spam folder.
Deeewhite wrote:Not sure how I created my ticket, but I have a ticket open 700366.

You opened the ticket as a guest with a different email address (@yahoo.com) that doesn't have a PokerTracker account so the reply went there and you will not see this ticket under your My Account -> My Support Tickets page.
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Re: Windows 11 issue

Postby bagwafu » Sat Nov 27, 2021 7:13 am

Hi I've got the same issue after upgrading to Win 11 on my Zenbook running an 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz chip. I'll enable logging and send you guys a support ticket.Thought I had an isolated problem but it appears there is a bug based on the feedback on this thread. Will be good to get it sorted.
bagwafu
 
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Re: Windows 11 issue

Postby bagwafu » Sat Nov 27, 2021 6:02 pm

bagwafu wrote:Hi I've got the same issue after upgrading to Win 11 on my Zenbook running an 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz chip. I'll enable logging and send you guys a support ticket.Thought I had an isolated problem but it appears there is a bug based on the feedback on this thread. Will be good to get it sorted.

Ticket raised and HUD log attached - however it wont let me upload the PT4 log as its oversize by a tiny margin - so getting these logs to you needs looking at. Hope you can resolve it.
bagwafu
 
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Re: Windows 11 issue

Postby Flag_Hippo » Sun Nov 28, 2021 5:51 am

If zip/compress the PokerTracker4.log file that will make it small enough to attach to your ticket.
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Re: Windows 11 issue

Postby eduardo9315 » Sun Nov 28, 2021 7:56 pm

Same issue here.
W11
AMD processor with fix memory update installed (this is not the problem)
ACR client running
Minimize to tray pt4 enabled

I will test this week with minimize to tray disabled and ACR client not running; I will send you logs if crash again.
eduardo9315
 
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Re: Windows 11 issue

Postby bagwafu » Tue Nov 30, 2021 4:59 am

I have Win 11 on my laptop and my desktop but they are different versions: On my laptiop I have Win 11 Home where PT4 keeps crashing as described in many posts in this thread. On my desktop I have Win 11 Pro where PT4 works perfectly fine, no issues at all. This must be relevent ??
bagwafu
 
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Re: Windows 11 issue

Postby Flag_Hippo » Tue Nov 30, 2021 6:07 am

bagwafu wrote:I have Win 11 on my laptop and my desktop but they are different versions: On my laptiop I have Win 11 Home where PT4 keeps crashing as described in many posts in this thread. On my desktop I have Win 11 Pro where PT4 works perfectly fine, no issues at all. This must be relevent ??

A technician will be getting back to you in your ticket. I see you tried sending the log again but since you didn't zip/compress the log file as I suggested earlier it was still above the attachment limit of 10MB. Please zip/compress the log file to make it smaller than 10MB before attaching/sending to us. Thank you.
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