NoteTracker misses Notes

[miljön]

Hi,

when NoteTracker is making notes while importing hands from live play, the notes are not complete (left side of the pictures). I deleted the notes manually and let NoteTracker create them again manually in "NoteTracker > Status > Run". After that i have all notes (right side of the pictures).

1. http://s14.directupload.net/images/140525/q85mjig5.png

2. http://s7.directupload.net/images/140525/3wixvckg.png

Any idea what's wrong? Is there a max. number of notes? I have around 60 right now...
My PokerTracker is version 4.11.2

[WhiteRider]

Notes are not necessarily processed immediately - NoteTracker works in the background when PT4 isn't too busy doing anything else so while you're playing you won't necessarily see notes straight away. Were you playing a lot of tables at once? If you check back after a while do the notes appear?

There is no limit to the number of notes.

[miljön]

Hi WhiteRider,

no unfortunately they do not appear after some time. I thought about that possibility, so i waited about 1 hour without playing any tables and PT4 still open and running. After that i deleted the notes and started the process manually again. Then all notes appear. I play Hyper HU SNGs, normally only 1 table. The weird thing is the notes appear in the "test" area for the hands, but not automatically in the final player notes, only some of them.

Any other idea what i can do?

[WhiteRider]

I'm not sure why that would be. Please enable logging (Configure > Options) and restart PT4; then the next time you see this give us an example of what was missed and attach the PokerTracker4.log file from C:\Users\yourname\AppData\Local\PokerTracker 4\ (which you can access from the PT4 File menu) to a Support Ticket along with the hand history files for the session so that we can investigate.

[miljön]

Hi WhiteRider,

how long does a SupportTicket normally take? Opened it 4 days ago...

Thanks,
miljön

[kraada]

It doesn't normally take that long but we do have a higher than normal ticket volume right now. You're near the top of the queue right now and should get a response today.

[miljön]

Hi kraada,

can you tell me approximately when the "Q/A person" has time to take a look at my support ticket?
Waiting since the 30.05.2014...

Thanks,
miljön

[kraada]

We have a higher than normal ticket volume due to 4.11.6 issues, but I would expect you to hear from him soon.