PT4 stops working

[asbos]

Hello I have been using pt4 in a previous version (meaning I didnt update everytime) since 2020 reached, then I got this universal problem of 2020 thing so I updated tracker. In the meanwhile I have upgraded my hardware format pc etc so I re-installed the newest pt4 version, imported most of my hands and software seems to be working normally until something sporadically happens while I am playing. I dont know exactly when it happens I just notice while playing that HUD does not update (even if I reset) also mark hand does not work as it also seems stuck/ not-updating. At that point I try to close pt4 which also is problematic cause when I click stop hands the process just does not end (while I test it before the session the stop/start getting hands works fine) , sometimes it also gives me a popup that says that pt4 detected hands that need to be imported or something (i always click not now because I am on a rush of restarting the software while playing) but still usually stop getting hands does not get completed. So when I kill the process of pt4 from the task manager while being in that situation pt4 closes but the process of the HUD still remains (am just saying that hoping it might help you understand what the problem might be) so after I close that and restart pt4 it normally works again until this problem occurs again. I have checked am using the latest version of pt4, I updated the sql while installing pt4 as asked , I clicked tune sql , I clustered and vacuum full and the problem still happens. Can you please help me fix this?

[Flag_Hippo]

So we can see what's going on here and advise you accordingly please enable logging, reproduce this issue and send us your PokerTracker4.log file in a Support Ticket:

Guide: How to Create & Submit a PokerTracker4.log File

[asbos]

think i ve submitted a ticket can we crosscheck that somehow?

[Flag_Hippo]

I've checked and I do not see any support ticket submitted via your account so please try again unless you've submitted your ticket via another email address. When the ticket is submitted you should get an automated response from us confirming that. Also if your log file is larger than 10MB you will need to zip/compress that file to make it small enough to attach.

[asbos]

i did zip the files am right at the subitting ticket page and I click "submit" a bounch of times but nothing happens thats why I asked, can I maybe send the lof files via a mail?

[asbos]

i did zip the files am right at the subitting ticket page and I click "submit" a bounch of times but nothing happens thats why I asked, can I maybe send the lof files via a mail?

nvm the page was just stuck, refreshed and worked so I have now submitted the logfiles.

[asbos]

any predictions of when the ticket is going to be checked? I havent received an email yet so I dont know exactly at what part of the procedure we stand atm, i can tho see the open ticket.

[Flag_Hippo]

Your ticket has been replied to. If you are not seeing it then check your junk/spam folder or visit your My Account -> My Support Tickets page.