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By ACR Rep
#126
For those of you seeing missing hands in your databases (like PokerTracker or HEM):

#1. Ensure you have the option checked in the client to save hand histories to your computer.
#2. Ensure your database software is pointing to the correct folder.

If these are correct and your database software is still missing many hands, compare the text files on your hard drive with the hands in your database. If you see hands in those text files that are not in your database, then your software is simply not importing the hands. Then you'll need to check with the software provider. For example, post in their forums.

Note: We are aware of a bug that is not writing some (but it's rare) hands to the harddrive. We have a fix for that bug coming on March 4th. If you are missing MANY hands, this is not related to the bug.

If you are missing hands you know you played, provided us with hand numbers is helpful for us. You could post those in this thread. PLEASE NOTE: only provide hand numbers you can see have not been written to the txt files. NOT hands that weren't imported by a 3rd party software like PokerTracker or HEM.

There also is a bug we must fix in which if you close a table before a hand is over, that hand is not written to your hard drive. We do not have an ETA for that fix yet.
User avatar
By ACR Rep
#364
Part of today's update was to ensure the missing hand histories are written to the hard drive. The only time you should be missing a hand history now is if you close the table before the hand is over.

If you experience a missing hand history, please let us know with a hand number so we can investigate.

If you can't get a hand number, please let us know some details about the hand and hand numbers before or after that hand. Something to help us investigate for you.
User avatar
By viklor123
#524
I'm still constantly missing hands, not "MANY" but at least 3-4 every session. Hand #246517777 doesn't exist in the text file.
User avatar
By WPN-Rep12
#547
viklor123 wrote: Thu Mar 12, 2020 2:19 am I'm still constantly missing hands, not "MANY" but at least 3-4 every session. Hand #246517777 doesn't exist in the text file.
ty viklor for the information.
User avatar
By elgrangran
#828
Hi, the client has been frozen lately and closing some tables in the middle of the hand, those hands are not saved neither imported by my PT4, how can i request hand history of determined day in order to import them again and see if those hands appears?

Regards
Jorge
User avatar
By ACR Rep
#861
elgrangran wrote: Thu Apr 02, 2020 1:20 am Hi, the client has been frozen lately and closing some tables in the middle of the hand, those hands are not saved neither imported by my PT4, how can i request hand history of determined day in order to import them again and see if those hands appears?

Regards
Jorge
Hi Jorge. We're aware of that problem. The same thing happens when a player closes the table before a hand finishes. We're looking to fix that. Just takes time.

Meanwhile, you could contact customer support about getting your hand histories in a big chunk.
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