PT 4.11.11 Freezing when hitting "Get Hands While Playing"

[denimmined]

I haven't been playing much lately, but today I had a chance to play. For some reason, the program seems to act fine until I hit "Get Hands While Playing". I did notice that Norton blocked some files from downloading when I opened the program, but I have no idea what those files were. Do those have something to do with it? I have already done all of the following (not that any of the following would necessarily have fixed the problem): Restarted the computer, Rebuild Cache, Housekeeping: Reindex, Housekeeping: Cluster, Housekeeping: Vacuum & Analyze. It does import the hands that were played, but it freezes. I can go in and edit tournaments & results & such after the hands/tournaments have been played, but once it freezes, so does the HUD. Inaccurate information on the screen is far more annoying than no information. Anyway, just looking for some way to fix this. Thanks!

[kraada]

Please restart PT4 using the logging enabled link on your Start Menu, and click File --> Show User Data Folder in the main PT4 window. Once that's open, click Get Hands While Playing and wait 5 full minutes. At that point, attach your log file via our support system - that will help us figure out what is going on here and get it fixed for you. The file we need is the text file called PokerTracker4 that is in the Data Folder you opened up first thing.

[denimmined]

I don't know what happened, but all of the sudden, it started working. It started working after several restarts (both the machine and the program). No obvious explanation.

[kraada]

Ok, if it happens again though, do send us the logs.