Database update does not work

[markotm]

Hi,

unlike the others who have written about this, I don´t get any error messages but the database update does not work. I let it run for about 16 hours but the window "PokerTracker is updating the XXXXX database..." was still on and in task manager it seems that it did not do anything. I started the update again but right from the beginning it seems that nothing is really being done. Please advice.

[Flag_Hippo]

If you made the recommended backup before running the database update then you could temporarily revert to v4.17.13 and restore your Backup. If you did not make any external changes to your database please upload your Backup file to cloud storage (e.g. Dropbox, Google Drive, OneDrive, etc) and share the link via a Support Ticket so that we can investigate for you. Also if you had logging enabled when the database update ran please send attach the log file from that run to the ticket as well:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\Archive

If you do not see the AppData folder in Windows File Explorer then please refer to this guide. The file we will need to see will be the one with the date/time after the run in question but if you're not sure which one it is then you can zip/compress the entire 'Archive' folder instead and attach that.

[markotm]

Oh well... naturally I did NOT make the backup...

[Flag_Hippo]

Please open a Support Ticket regardless so we can follow up with you and include your log file if you had logging enabled when the database update ran:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\Archive

If you do not see the AppData folder in Windows File Explorer then please refer to this guide. The file we will need to see will be the one with the date/time after the run in question but if you're not sure which one it is then you can zip/compress the entire 'Archive' folder instead and attach that.