PT4 Gets Stuck When Importing Hands

[hedger_14]

Haven't used PT4 in a while so updated to newest version today and seems to have a problem with uploading hands from disc (Ignition). Every time I try, it gets stuck but will manage to import just one of the files (hands upload fine for the one file) and then won't continue onto the next file and it doesn't work if I click stop getting hands so I need to force close the app and reload to upload one file at a time which is obviously very inefficient. Any way I can fix this?

[Flag_Hippo]

So we can see what's going on here and advise you accordingly please turn on 'Enable Logging' in PokerTracker 4 via 'Configure -> Options' and then restart PokerTracker 4. Next reproduce this issue and then attach your log file to a Support Ticket:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\PokerTracker4.log

To access the log file open File Explorer in Windows and enter the following in the address bar:

%localappdata%\PokerTracker 4\Logs

The file we need will be the text file called 'PokerTracker4' or 'PokerTracker4.log' that is in that folder. One thing to note is that every time you close/restart PokerTracker 4 it will begin a new log so you'll want to save/send that PokerTracker4.log file before restarting PokerTracker 4 again.

[MrRaddd]

any solutions to this? having the same problem currently

[Flag_Hippo]

The OP never followed up on this so please refer to my previous reply and send your log file to us. Thank you.

[Usoborod]

It just getting stuck in logs, nothing happens after importing one file.

Spoiler: show

2025/11/03 22:44:13.164 [00078]: [- Main -][ptButtonBar] Selected: Play Poker
2025/11/03 22:45:06.266 [53102]: [- Main -][WindowDialog] Opening Dialog: Get Hands from Disk [WindowDialog::WindowDialogMessage] (0014D860)
2025/11/03 22:45:09.692 [03426]: [- Main -][WindowDialog] Closing Dialog: Get Hands from Disk (0014D860)
2025/11/03 22:45:11.945 [02253]: [- Main -][WindowDialog] Opening Dialog: Confirm [WindowDialog::WindowDialogMessage] (0014C410)
2025/11/03 22:45:13.446 [01501]: [- Main -][WindowDialog] Closing Dialog: Confirm (0014C410)
2025/11/03 22:45:13.471 [00025]: [00000B08][ImportManual::ImportManualFeeder] Beginning thread.
2025/11/03 22:45:13.471 [00000]: [00000B08][ImportManual::ImportManualFeeder] Thread: Begin
2025/11/03 22:45:13.471 [00000]: [00000B08][ImportStatus] Importing files from disk...
2025/11/03 22:45:13.482 [00011]: [00000B08][HandHistoryDatabaseImport] Starting new database connection: spin
2025/11/03 22:45:13.483 [00001]: [00000B08][DatabaseVariables] Getting connections
2025/11/03 22:45:14.032 [00549]: [00001F70][DatabaseVariables] Thread: Begin
2025/11/03 22:45:14.033 [00001]: [00000B08][ImportStatus] Import file: D:\Downloads\0000019a-4b66-fb13-0000-0000585eaa8e\GG20251103-1748 - 2875128751 - 0.03 - 0.06 - 3max.txt
2025/11/03 22:45:14.068 [00035]: [00000B08][DatabaseVariables] New hero encountered: Hero (3200)
2025/11/03 22:45:14.438 [00370]: [00000B08][ImportStatus] + Complete (0 hands, 0 summaries, 0 errors, 21 duplicates)
2025/11/03 22:45:14.457 [00018]: [00000B08][ImportStatus] Import file: D:\Downloads\0000019a-4b66-fb13-0000-0000585eaa8e\GG20251103-1748 - 2876728767 - 0.04 - 0.08 - 3max.txt

[Flag_Hippo]

If you don't have a large database then go to 'Database -> Database Management' and rebuild the database cache via 'Rebuild Cache -> Full Cache Rebuild'. If that doesn't resolve the problem please attach a new log file to a Support Ticket where a technician can follow up with you.

[Usoborod]

I think this actually might be the reason for this bug. Before that I've needed to change my "reporting options" twice and each time I needed to rebuild cache.
But rebuilding cache is not working properly for me. It spends some time, then PT4 just freezes and stops showing any signs of life, including the animation string that was running during rebuilding.
So I never know if rebuilding succeeded or failed, but looking that importing issue persists I assume it failed. The database has 7 GB. Idk if it's big or small.

[Usoborod]

UPDATE and SOLUTION
I've tried Full cache rebuild a few more times. When it ended properly, not freezing, just returning to normal and closing the window with a progress bar. Import worked again as intended.
The key is to let pt4 do its job, don't even try to click on it, just go browse something on the internet, do not interact with it until you see that cache rebuild window disappear. Otherwise, you risk hanging the process and starting all over.

Another solution might be creating a new DB, but I'm not sure.

[Flag_Hippo]

PokerTracker 4 can become unresponsive if you click on it while the cache is being rebuilt and it may appear to be frozen but PostgreSQL will still be busy in the background doing the cache rebuild (you can check PostgreSQL in Windows Task Manager) and when that process completes you will be able to use PokerTracker 4 again. If PokerTracker 4 is force closed while in that state the cache rebuild will not be completed and it will have to be restarted again from the beginning.

[Davilin55]

Hi, I’ve had the same problem, but as you said, I let the program do the cache rebuild even though it crashed, and it eventually completed. The issue now is that, although the HUD appears on the tables and tracks new hands, my old hands are not being recognized… so the HUD shows up with no data on the players. What’s the solution for that?