ATTN PokerStars Players: Known Stability Issues

Questions and discussion about PokerTracker 4 for Windows

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ATTN PokerStars Players: Known Stability Issues

Postby StevenM » Thu Jan 22, 2015 10:00 pm

Last Week PokerStars released a new client update, unfortunately this update contained many changes to PokerStars that the PokerTracker developers at did not expect. Our team pushed a Zoom compatibility update to all PokerTracker 4 users, however this patch only solved part of the problem. We have been diligently working to find a solution, and have ben in communication with PokerStars regarding this matter; both companies hope to resolve this problem within the next 24 hours.

At this point we believe the problem has been isolated, and a solution is expected to be implemented on Friday January 23rd midday, GMT time. This solution will not require any changes other than a restart of both PokerTracker and PokerStars.

Although we have high hopes that the changes that are expected to roll out on Friday the 23rd will solve the problem that some users have experienced, we must also share that the solution is not guaranteed to work. In the event you experience problems while playing such as random freezes or slow data updates in the HUD, please notify us in this thread and provide support tickets containing your pokertracker4.log and pokertrackerhud4.log file so our staff can review the logs to determine the source of the issue.

We have determined that the problem caused by the incompatibilities between the newly released PokerStars client and PokerTracker 4 mainly affects Zoom 16NL and 25NL users, but all users who have the Zoom HUD enabled may or may not experience stability issues in the PokerStars client, and/or accuracy issues in the PokerTracker 4 HUD.

Temporarily until the solution is rolled out to all users tomorrow, we advise the following options.

  • If you do not intend to play at Zoom tables, we advise disabling the ZOOM HUD. In PokerTracker 4 select Configure > Site Configuration > PokerStars. Disable Memory Grabber and Zoom HUD. Select OK. Restart both PokerStars and PokerTracker 4.
  • If you wish to play Zoom tables, we advise you test by playing no more than one table until the new solution has been rolled out. Do not play at other tables at the same time, and restart PokerStars if you wish to open up any other game type besides Zoom.
Some users have commented about issues other than the ones caused by incompatibilities with the PokerTracker Zoom HUD. If you have disabled the Zoom HUD and experience table stalling, please contact PokerStars Support to notify them of your issue - at this time we do not believe this is caused by PokerTracker 4.

We are sorry for this inconvenience, but are happy to report that soon the compatibility issues caused by PokerTracker 4's Zoom support should be resolved, if our assumptions are correct then the steps we are advising to take are expected to only be needed as temporary solutions.

PS: All PokerTracker 4 users should be using 4.12.1 at this stage. If you are not using PokerTracker 4.12.1, we advise updating ASAP at https://www.pokertracker.com/products/PT4/download.php
StevenM
 
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Re: ATTN PokerStars Players: Known Stability Issues

Postby StevenM » Fri Jan 23, 2015 2:13 pm

OFFICIAL POKERSTARS ZOOM SUPPORT UPDATE:


We are happy to report that The Zoom HUD at the 25NL stakes is now working as of Friday January 23rd. Please restart your computer for the changes to take effect.

We can also report that the problem remains for Zoom 16NL, users of the Zoom HUD at 16NL may experience HUD refresh delays and inaccurate data displayed due to incompatibilities with PokerStars at this time. At this point we recommend either changing stakes if you were previously a 16NL Zoom player, or you can disable the Zoom HUD in PokerTracker 4 by selecting Configure > Sites & Import Options > PokerStars and then uncheck the Zoom HUD box. Click OK to save your changes.

We will continue to provide updates as we learn more.
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Re: ATTN PokerStars Players: Known Stability Issues

Postby luis111angel » Sat Jan 24, 2015 4:11 pm

Just played today 25NL Zoom like 250 hands, everything seems Ok
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Re: ATTN PokerStars Players: Known Stability Issues

Postby WhiteRider » Mon Jan 26, 2015 4:54 am

UNOFFICIAL update:

I just tried NL16 Zoom and the Hud is working for me now.
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Re: ATTN PokerStars Players: Known Stability Issues

Postby StevenM » Mon Jan 26, 2015 1:00 pm

OFFICIAL POKERSTARS ZOOM SUPPORT UPDATE:


We are happy to report that The Zoom HUD at the 25NL AND 16NL stakes is now working as of Monday January 26th, we have confirmed this with PokerStars. Please restart your computer for the changes to take effect if issues continue to linger for you. The problem is now officially solved.
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Re: ATTN PokerStars Players: Known Stability Issues

Postby TrustySam » Mon Jan 26, 2015 4:53 pm

Hi Steve, WR

Yeah, I was actually playing 16nl all day yesterday and the HUD was displaying the right person all day, so I was wondering if something had changed (y)

With the zoom box checked off though, my HUDS for SNGs and tourneys were actually still freezing for me yesterday (after 16nl Zoom HUDs were working) - so I would imagine that if you were to try playing SNGs and tourneys with the zoom HUD turned on, you'd be able to replicate the problem?

Like if someone wanted to play both zoom and tourneys at the same time, they wouldn't be able to do that?
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Re: ATTN PokerStars Players: Known Stability Issues

Postby kraada » Mon Jan 26, 2015 5:52 pm

At this point we do not believe that PokerTracker 4 is the source of any freezing of the PokerStars client. Should you experience this rare condition please contact PokerStars support and they will be happy to investigate and provide help when needed.
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