All hands missing & "The Hud is not finding any information"

[kochpat]

Hello,

today when I started Pokertracker, I noticed that all the Hands from my database are missing. None of them show up in the Stats tab. Also when I try to get hands while playing a popup shows up stating that "The Hud is not finding any information on the players at your table". The hands are also not imported, but notified as an error.

It worked fine a couple of days ago. I am using PokerTracker v4.05.2 beta. I have also tried reinstalling the stable and the beta.

Regards,
kochpat

[kochpat]

I have approximatly 300k Hands in the database. When I do a backup, I get a file which is 2,2GB large.

The error also only occurs with the current active database. I have another one with only a few hands, which seems to be working.

[kraada]

Are you sure there are no filters set on the left side? If any of the text is blue click on it and pick something from the drop down and then change it back to All and that might get things fixed for you.

Also are you certain you're in the right section? If you played cash games and were looking in the tournament data it would appear empty but would not actually be empty.

[kochpat]

yeah, I am 100% certain that I am in the right section and that no filters are set.

This is how it looks like: http://www.abload.de/img/pt4_errordljt2.jpg

It is weird because that one is the only database which is not working. Tonight I will create a new database and reimport all hands. I hope that helps.

[kraada]

Last potentially silly question: You do have the correct Player selected from the drop down? If the player shown is only in a different database that would explain it too.

[kochpat]

yes it is the correct one. Hands for none of my usernames can be seen.

[kraada]

If you go to the Reports tab and create a new All Players report without any filters do you see any data there?

[kochpat]

No, no data is shown. The field remains empty. Only white

[kraada]

That definitely makes it sound like there's no data in the database at all.

Please restart PT4 using the Logging Enabled link on your Start Menu and connect to this database. Then please send us the PokerTracker4.log file via a support ticket so that we can investigate this further for you. You can find this file by clicking File -> Open User Data Folder in the main PT4 window. The file we need is the text file called PokerTracker that's in the folder that appears.

PM me your ticket number and I'll take a look at the log - the database size is listed in the log and should give a good indication whether or not there is data still there or whether it is really in fact empty.