HUD sometimes not showing properly

[kelvinpang]

Hi,

I am using PokerTracker v3.11.9 beta, on PokerStars.
I am current on the trial version and have some problem using the HUD.

70% of times it was working perfectly, but 30% of the times I have the following issues:

1) Sometimes 1 or more players (most often myself) stats are not showing up for many hands (>15), while the other players' stats seems refreshing fine.
2) Sometimes the HUD shows up but do not refresh after stucking at like 3 hands (I am aware of the refresh rate setting, I left it at default)

Is it a known bug? Could any expert help please?

Thanks a lot

[kraada]

Those exact symptoms aren't known - could you please restart PT3 with the Logging Enabled link, reproduce and report this problem so that we could investigate further for you?

[kelvinpang]

Thank you for your swift reply. Logging enabled, I am gonna wait for the next time it shows up and report the issue with the instruction in your link.

[kraada]

Sounds great, thanks.

[betatesterI]

this seems like exactly the problem i have. posted in Reliability Issue thread.
do you want me to log my play also? how exactly do i do that and what info is being collected/sent.
thanks!

[kraada]

Please do - in PT3 you need to restart PT3 using the Logging Enabled link on the Start menu. In PT4 (I believe that the thread you are referring to is for PT4) you want to turn Logging Enabled on in the Configure --> Options menu, then restart PT4. In PT4 the files you want to attach to a ticket are called PokerTracker4.log and PokerTrackerHud4.log and they're in the directory that you see if you click File --> Show User Directory in PT4. In PT3 the files are called PokerTracker.log and PokerTrackerHud.log and located in the C:\Program Files\PokerTracker 3\ directory.