Windows 11 issue

Questions and discussion about PokerTracker 4 for Windows

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Re: Windows 11 issue

Postby eduardo9315 » Wed Dec 01, 2021 6:16 pm

eduardo9315 wrote: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.

I sent logs. No acr running, no minimize to tray enabled; still crash. Ticket #707573
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Re: Windows 11 issue

Postby APerfect10 » Thu Dec 02, 2021 9:01 am

I think we have had a breakthrough with the random crashes on some Windows 11 machines.

Please try the following alpha release which should hopefully resolve the crashes:

[REMOVED - NEWER VERSION AVAILABLE BELOW]

You can continue to use this alpha version until the next stable version is released; however, you should upgrade to the stable as it will contain all of the fixes in this alpha and more.

Best regards,

Derek
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Re: Windows 11 issue

Postby eduardo9315 » Sat Dec 04, 2021 3:05 pm

APerfect10 wrote:I think we have had a breakthrough with the random crashes on some Windows 11 machines.

Please try the following alpha release which should hopefully resolve the crashes:

PokerTracker v4.15.38.2368 - Download

You can continue to use this alpha version until the next stable version is released; however, you should upgrade to the stable as it will contain all of the fixes in this alpha and more.

Best regards,

Derek

crash again today, I sent new logs to Ticket #707573
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Re: Windows 11 issue

Postby APerfect10 » Tue Dec 14, 2021 10:15 am

We have a new alpha to try which provides us with additional logging. If you are experiencing crashes with Windows 11; please download and install this version:

[REMOVED OLD LINK]

If it crashes, please submit your crash reports via the crash reporter the next time you start PokerTracker and let us know you submitted them. (We're monitoring them closely anyways)

Best regards,

Derek
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Re: Windows 11 issue

Postby eduardo9315 » Tue Dec 14, 2021 7:15 pm

APerfect10 wrote:We have a new alpha to try which provides us with additional logging. If you are experiencing crashes with Windows 11; please download and install this version:

[REMOVED OLD LINK]

If it crashes, please submit your crash reports via the crash reporter the next time you start PokerTracker and let us know you submitted them. (We're monitoring them closely anyways)

Best regards,

Derek

Thanks, I will test. Microsoft Event Viewer dont show any error from pt4, but still crash. next days I will send you the new logs.
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Re: Windows 11 issue

Postby APerfect10 » Wed Dec 15, 2021 9:00 am

We believe it may be related to the PokerStars memory grabber. Please disable the PokerStars memory grabber and see if any crashes occur.

In PokerTracker, via the file menu, go to Configure -> Site & Import Options. On the left-hand side, select PokerStars and on the right-hand side uncheck "Memory Grabber" then click "OK".

Go to Play Poker -> Get Hands While Playing and see if you can replicate the crash with the memory grabber disabled and using the latest alpha version in this post.

Best regards,

Derek
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Re: Windows 11 issue

Postby pagaEvira » Wed Dec 15, 2021 3:26 pm

I have the same problem since last week on 888poker.pt
using windows 11, ryzen 5500U.
The newest updates and alpha version of pokertracker 4.
Using windows 11 since day one with ryzen 5500U the first time I have problem with pokertracker 4.
It goes to the background and not running anymore need to force close and open again.
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Re: Windows 11 issue

Postby APerfect10 » Wed Dec 15, 2021 10:24 pm

pagaEvira wrote:I have the same problem since last week on 888poker.pt
using windows 11, ryzen 5500U.
The newest updates and alpha version of pokertracker 4.
Using windows 11 since day one with ryzen 5500U the first time I have problem with pokertracker 4.
It goes to the background and not running anymore need to force close and open again.


What you describe sounds like the AMD bug with Windows 11 and isn't related to PokerTracker.

Please see the AMD KB Update Notice. Make sure that you have updated your AMD drivers (Issue 2) and that you are running the latest version of Windows 11 (Issue #1) which is build 10.0.22000.348

That should resolve the issue that you are experiencing.

Best regards,

Derek
APerfect10
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Posts: 4413
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Re: Windows 11 issue

Postby APerfect10 » Wed Dec 15, 2021 10:33 pm

We have a new alpha with even more logging. I encourage everyone to use this latest version if you are on Windows 11 and experiencing crashes:

[REMOVED]

Please remember to disable your PokerStars memory grabber as mentioned in this post.

Best regards,

Derek
APerfect10
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Posts: 4413
Joined: Sat Dec 08, 2007 6:03 pm

Re: Windows 11 issue

Postby pagaEvira » Thu Dec 16, 2021 1:07 pm

Thank you, that was it!
I install the AMD KB Update and put on balanced mode after that the problem never happen again.
I miss this step because i have the AMD Radeon Software but Windows allways install others drivers and after this the program not open anymore, so i unistall this program and let windows keep doing his things...
I check all the windows update, the HP software and install the alpha version of PokerTracker 4 but the AMD KB update was necessary.. I install this and change to the Balanced power plan because my laptop is 5500U an zen 2 architecture, after that problem solved.

Thanks!
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