Hud won't load on ACR

[aeverett61]

Hi, I'm fairly savvy with being able to get these things to work but obviously not savvy enough. Hud is working fine on BCP, & Pokerstars but I am struggling to get it working on ACR. The folders match up, logging is enabled, get hands while playing is checked, yet it is still saying 0 files to monitor and the hud will not load. I also tried restarting the computer and softwares. Any help here would be greatly appreciated as a series has just kicked off!!

Thanks,
-Andrew E

[aeverett61]

Edit - I do notice that if I bust a tournament PT4 seems to register that in the import status stating "loading hand history file"

[Flag_Hippo]

Is ACR creating the hand history files on your computer while you are playing? Sometimes during an update ACR will remove the hand history folder and fail to write your hand histories. If that's the case here then reinstalling the ACR client should fix that.

[aeverett61]

It doesn't appear to be saving HH's. I did try reinstalling the client and the same issue persists. I also noticed that if I try to replay the previous hand their replayer won't load. I contacted them prior to writing this response so I'll see what they suggest also.

[jimbo123]

It doesn't appear to be saving HH's. I did try reinstalling the client and the same issue persists. I also noticed that if I try to replay the previous hand their replayer won't load. I contacted them prior to writing this response so I'll see what they suggest also.

I'm having the exact same issue you're describing. Have tried reinstalling multiple times, doesn't work. Hand replayer will open then never load anything, then eventually will say, "You have become disconnected. Check your network connection and tap ok to reconnect."

[WhiteRider]

Please close PT4 down and then re-run the ACR installer. If PT4 is running the ACR installer will not delete and not re-create the hand history folder. If PT4 is closed down the installer should set things up correctly, but once installed please check your settings to make sure that it is configured to save hand histories.

[jimbo123]

Please close PT4 down and then re-run the ACR installer. If PT4 is running the ACR installer will not delete and not re-create the hand history folder. If PT4 is closed down the installer should set things up correctly, but once installed please check your settings to make sure that it is configured to save hand histories.

Thanks for the reply. This didn't work. All settings are configured correctly within ACR client. It's an ACR problem, not PT4. For clarity, was talking about the ACR hand replayer. It's bugged and I've communicated it with ACR support, but all they respond with is "we're working on it". Interesting because I've seen others with similar problems dating back to 2019.

My guess is the client isn't reading that "save hand history" is checked on. When I tried unchecking "save hand history" as a potential troubleshoot, neither the 'apply' or 'ok' button work. So, it won't let me uncheck the hand history box and apply it.

FYI, my tournament summary folder is working correctly and lets me uncheck and apply it.

[WhiteRider]

Thanks for the update. That does sound strange and isn't something I've come across personally or know how to address, sorry.
One additional thing I would suggest is to check that the hand history folder does actually exist. In the ACR Settings window on the Hand Histories page click the 'Open Folder' button and verify that the specified folder exists on your hard drive. If it does not, try creating it in Windows Explorer.
You may also want to try changing the location to a different folder if it does exist. In theory that shouldn't change anything, but it's possible it might if the folder permissions were somehow changed so that files couldn't be written to the existing folder.

[marioc1981]

curious to know if you ever got it to work?. i am having the same issues, also tried those options.
I have been emailing back and forth with customer support, and all they say is the reinstall,flush dns, make sure firewall allows the app.
still nothing. the only way hand replayer also works if you click the share button and copy the URL and paste it in a web browser. which tells me the issue is the communication between the software and my machine,
but not sure how to fix that. this really sucks. I hope someone figures it out,.