after update to 4.11 PT4 doesn't work

Questions and discussion about PokerTracker 4 for Windows

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Re: after update to 4.11 PT4 doesn't work

Postby Sharrow » Mon May 19, 2014 7:16 pm

ok,it worked for me to update the cache.
but the import hands issue is still there.pt actually imports hands,but about 1 per minute-but I am playing 4 tables rushpoker.
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Re: after update to 4.11 PT4 doesn't work

Postby kraada » Mon May 19, 2014 7:23 pm

Sharrow,

Please restart PT4 using the logging enabled link on your Start Menu, reproduce this problem and then report it via our support system with the log file - that will help us figure out what is going on here and get it fixed for you. You can find that file by clicking File --> Show User Data Folder in the main PT4 window - the file we need is the text file called PokerTracker4 that is in that folder. Once you've submitted your ticket, post your ticket number here and we'll take a look to see what could be going on here. One question though: do you have a lot of custom stats, and are they of your own design?
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Re: after update to 4.11 PT4 doesn't work

Postby ollalla » Mon May 19, 2014 7:23 pm

thx kraada meanwhile i upgraded postgres to 9.3 but same errors... send a new logfile again
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Re: after update to 4.11 PT4 doesn't work

Postby Sharrow » Mon May 19, 2014 7:27 pm

where do i find the log file?
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Re: after update to 4.11 PT4 doesn't work

Postby kraada » Mon May 19, 2014 7:31 pm

Sharrow: You can find that file by clicking File --> Show User Data Folder in the main PT4 window - the file we need is the text file called PokerTracker4 that is in that folder.

Ollalla: Thanks, that is useful to know.
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Re: after update to 4.11 PT4 doesn't work

Postby ollalla » Mon May 19, 2014 7:34 pm

@sharrow you have to start pokertracker with the shortcut pokertracker logging enabeld in start menu and then
pokertracker > file > open user data folder > PokerTracker4.log
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Re: after update to 4.11 PT4 doesn't work

Postby Sharrow » Mon May 19, 2014 7:35 pm

152133 is the ticket number i sent.
i hope i attached all that you need to see.
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Re: after update to 4.11 PT4 doesn't work

Postby kraada » Mon May 19, 2014 7:42 pm

Thanks Sharrow, that looks like the proper log file. We'll look into it and get back to you. It looks like this is a different issue from the one the others are reporting, your caches appear to be intact and functional.
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Re: after update to 4.11 PT4 doesn't work

Postby The Chump » Mon May 19, 2014 8:12 pm

I have the exact same problems. I did everything the way I was supposed to. I played about 30 hands after, only 1 hand registered and no HUD.
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Re: after update to 4.11 PT4 doesn't work

Postby StevenM » Mon May 19, 2014 8:44 pm

The Chump wrote:I have the exact same problems. I did everything the way I was supposed to. I played about 30 hands after, only 1 hand registered and no HUD.



Please follow the database cache update instructions previously posted in this thread, I would also advise restarting first as a precaution. Click Database > Database Maintenance > Rebuild Cache >Full Cache Rebuild. When this is complete please take one extra step, click Tools > Setup Assistant > Configure Sites. Complete the setup assistant, at the final stage it will import any excessive hands that were remaining to be processed. Once this is done, you can restart PokerTracker 4 and start playing.
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