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.
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