PT4 crashes when I try to grab hands while playing

Questions and discussion about PokerTracker 4 for Windows

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PT4 crashes when I try to grab hands while playing

Postby Tigerscott » Sat Jul 30, 2022 8:51 pm

Help I have a 10 million dollar tourny tomorrow and can't get PT4 to work!

error says : Pokertracker has just experienced a fatal error. Asks me to submit data which I have done...
Tigerscott
 
Posts: 5
Joined: Mon Feb 25, 2008 3:32 am

Re: PT4 crashes when I try to grab hands while playing

Postby Flag_Hippo » Sun Jul 31, 2022 5:12 am

Please turn on 'Enable Logging' in PokerTracker 4 via 'Configure -> Options' and then restart PokerTracker 4. Next reproduce this issue you've described and then attach your your log file to a Support Ticket:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\PokerTracker4.log

To access the log file open File Explorer in Windows and enter the following in the address bar:

%localappdata%\PokerTracker 4\Logs

The file we need will be the text file called 'PokerTracker4' or 'PokerTracker4.log' that is in that folder. One thing to note is that every time you close/restart PokerTracker 4 it will begin a new log so you'll want to save/send that PokerTracker4.log file before starting PokerTracker 4 again.

In the meantime you can try creating a new database but if that doesn't help go to 'Configure -> Sites & Import Options -> Site Configuration' and disable the 'Get Hands From Site While Playing' option for all poker sites you have configured. Next enable the option for one site at a time and try getting hands as you enable each one and you may find it is a specific site/setting causing the issue.
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Re: PT4 crashes when I try to grab hands while playing

Postby Tigerscott » Sun Jul 31, 2022 10:29 pm

Error submitting ticket: The following file failed to upload:
PokerTrackerHud4_202207312020.log: We could not determine the type of file.

I get this error when I try to update ticket!
Tigerscott
 
Posts: 5
Joined: Mon Feb 25, 2008 3:32 am

Re: PT4 crashes when I try to grab hands while playing

Postby Tigerscott » Sun Jul 31, 2022 10:38 pm

Alright I disabled all sites but WPN and it seems to have downloaded the hands and is working now.. I'm not sure which of the other 3 was causing the issue.
Tigerscott
 
Posts: 5
Joined: Mon Feb 25, 2008 3:32 am

Re: PT4 crashes when I try to grab hands while playing

Postby Flag_Hippo » Mon Aug 01, 2022 3:33 am

Tigerscott wrote:Error submitting ticket: The following file failed to upload:
PokerTrackerHud4_202207312020.log: We could not determine the type of file.

I get this error when I try to update ticket!

That isn't the correct file. Depending on your Windows settings the file will be called 'PokerTracker4' or 'PokerTracker4.log' and it's in the 'Logs' folder:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\PokerTracker4.log

Please do not go into the 'Archive' folder or send anything with Hud4 in the name.
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