HELP! PT3 doesn't start up anymore!

[preparac]

Wiz trust: you already sent a ticket to support whit your log-file?

[kraada]

preparac,

Did you reply to your ticket saying so? What is your ticket number, I'll make sure that it's in the right place.

Wiz,

Please create a ticket as well, the more information we get about this issue the sooner we can get it resolved.

[WizTrust]

I woke up this morning and fired it up and it came right on. I ran a virus check overnight last night and the only thing it found was a tracking cookie which it fixed. When I restarted this morning I had no problem starting it up.

If you want me to submit a ticket so you can see my log so it may help, let me know.

[kraada]

If you've got the log from the session that wouldn't start, it'd be useful. If you didn't save that log elsewhere, it was overwritten when PT3 restarted in which case the log of a successful startup isn't going to be all that useful.

[WizTrust]

Yea I wouldn't have thought to save the log. It is still taking longer than ever to load, but it is loading so it is most likely my computer. I'll keep in touch if I have any other issues. Thanks for your continued support.

[lucyod]

Hi, I'm having exactly the same problem the others are having. I tried to run a report and Poker Tracker just froze. Its not starting up at all now, I just see the logo.

I've tried ending the processes in the taskbar and restarting but it still doesnt start up. Can you please tell me what I can do when you have found out what the problem is. Thanks.

[kraada]

If you do continue to have issues, please do save and submit those log files as they'll tell us what's going on in PT3 when the issues are arising.

[preparac]

Yes, the ticket Number is #49803
Derek will try to fix the issue on my computer directly this evening.
I will keep you informed

[WizTrust]

Probelm is back again. Ticket submitted...number 49997 with log attached.

[preparac]

Ok, my issue is resolved so far: technical support found out that my custom-stat-file was "corrupted" for some reason and stopped PT from launching. Her the final statement of technical support:

I have good and bad news...
The bad news is that for some reason PokerTracker 3 shut down while saving your custom stats and the data is not recoverable. Maybe the PokerTracker process was killed or you lost power or some other reason why this happened?
The good news is, and this is unfortunate, our developers just told me that they literally just wrote a backup routine for the custom stats which would've been able to save your file when this happened and that PT3 would've been able to continue loading and load all of the stats. This will be out in the next beta release so that this problem should never occur again in the future. (Like I said during our session, I have not seen this happen before although it must've happened very rarely.)

... I have no idea, what caused this file to be corrupted. Fortunatedly I had made a backup two weeks ago and was able to recover most of my custom stats through the backup file ...

thanks for your help