Missing Spins and Go's results.

[Narkwin]

Today i noticed that 2 spins (6x multiplier) that i won were missing in the results tab.
I played 32 spins in this session, in some tabs it shows that i played 32 spins, but still shows only 30 played with the missing 2 on the results tab and graph (it actually is like that in all tabs that show any kind of results or graphs).
Asked the PS for the hands and summaries, imported again, nothing changed.
Also, the graph of "graph" tab is missing results compared to the results graph tab.

[Narkwin]

Doing some work here on the pt4, it seems that the tourney summaries were imported but not the hands, i cant find the hands in my hands folder...
How do i fix it, how can it be missing tourney hands?

[Narkwin]

Updating the post.
I requested the hands from ps.
Did the manual job of creating the txt files with the same name on the hands folder and copied the right hands and etc... made the 2 hands histories that were missing compared to the 2 summaries of same number.
Now its all OK, showing exactly what it should be shown.....
BUT
What if this is happening over a large sample size? Why this is happenning?
I noticed it today because it was 2 games of 6x multiplier won in a 32 games sample......
Can the support help me figure it out?

[Flag_Hippo]

Please update to the latest version of PokerTracker 4 here. If you have any further trouble please open a Support Ticket with your PokerTracker4.log file so that we can investigate that for you.

[Alexkidd103]

I just came to post the exact same problem and I have the latest build. Since Pokerstars Update today, it seems pt4 do not recognize spins 2x+ or higher, you get no import of those tourney, and you get no hud in those tourney.

[DChoser]

The same problem. No HUD for seems to be 6х and higher

[Flag_Hippo]

So we can investigate what's causing this click "Configure -> Options" in PokerTracker 4 and if "Logging Enabled" doesn't have a check mark, click it such that it does. Close/restart PokerTracker 4. With logging enabled all the time as soon as you run into the trouble again send us your log file in a Support Ticket. You can access the log file by clicking 'File --> Show User Data Folder' in the main PokerTracker 4 window - the file we need is the text file called 'PokerTracker4.log' that is in that folder. In addition to the log file please also attach the full original hand history and tournament summary files for those tournaments.

[DChoser]

Strange but 6x just now was ok. May be Enable logging helps? :D

[Flag_Hippo]

I wouldn't expect that to resolve the trouble so leave the logging enabled for now and send us the log, hands and summary file if the trouble occurs and make sure to not restart PokerTracker 4 until you've sent the log - if you do PokerTracker 4 will start a new log file meaning we may lose the one with the information we'd like to see.

[DChoser]

It happen again. I had "Enable logging" turned off, but the problem is not on PT4 side: Pokerstars just doesn't send history on some Spin's (not always but only 6x or higher). Seems this happens in cash too somewhere. The friend of mine playing Texas NL Zoom 25 has many deviations last time in real and PT4 results, probably because of PokerStars update too.