keeps loading hands and freezes my PC

[kickalion]

Hello. I got a problem with my PT. It keeps loading hand history files forever and when I click on 'stop getting hands' my PC freezes and I need to reset it. I got that problem since today. It was working perfect before. How can I fix it? Picture included.

[kraada]

Please restart PT4 using the logging enabled link on your Start Menu, reproduce this problem and then report it via our support system with the log file - that will help us figure out what is going on here and get it fixed for you. You can find that file by clicking File --> Show User Data Folder in the main PT4 window - the file we need is the text file called PokerTracker4 that is in that folder. Once we have the log we'll be in a better spot to figure out what's going on. Make sure to open the folder via PT4 before triggering the freeze, but send us the file after it's been stuck for at least a minute or two.

[kickalion]

Thanks for reply. Actually I created a new database, imported old hands to it and it works now but I have a problem with HUD now. When I open 30 tables it shows hud only on a few of them. On the other tables hud is not working

[kraada]

Is this at Stars or Tilt? Are these regular or Speed tables?

[kickalion]

Stars speed tables. I saw that hands were importing so slow like 1 hand/30 secs. I reinstalled my Windows so I have no problems now, I wanted to do that anyways but I had no reason to do it.

[kraada]

Ok, if it happens again do let us know.

[XanderP991]

I've got the same problem with the "My hands" button.
The "Loading..." status is displayed on the "hands list" very long time.
Judging the log The SQL Query thread running too long.
When I use the checkbox "Show Marker Hands Only" query has finished in 23 ms. Otherwise

2021/11/09 17:08:06.285 [00101]: [00001084][PostgresConnection (Error)] Warning: Unable to execute query: Fatal Error; Reason: Warning: (ERROR: canceling statement due to user request )
2021/11/09 17:08:06.285 [00000]: [00001084][Query] Query execution time: 61181.20206412 ms

OR

2021/11/09 17:13:22.244 [00277]: [00001084][PostgresConnection (Error)] Warning: Unable to execute query: Fatal Error; Reason: Warning: (ERROR: canceling statement due to user request )
2021/11/09 17:13:22.244 [00000]: [00001084][Query] Query execution time: 215215.67204452 ms

My database is huge = 36 GB. I use hands import from HHMailer so my database is growing very fast.
What I can do with this issue.

[Flag_Hippo]

That's the exact same issue you described in ticket #444369 which was resolved with full cache rebuild via 'Database -> Database Management -> Rebuild Cache -> Full Cache Rebuild'. Be prepared for this to take a considerable amount of time if your database isn't on an SSD. Make sure that your computer does not power itself off or go to sleep while it's running or you will need to run it again from the start. If that doesn't fix it then send your new log file to us in a Support Ticket. Bear in mind that most sites ban datamining outright so you may want to check to make certain that your site doesn't have a problem with it. Also datamined hand histories are often not written in sequential order and that makes the imports much slower and could leave the database needing some maintenance after importing large quantities of hands.

[XanderP991]

Thanks for the help, it works. But sometimes the issue reproduces but really rarely.