Stars keeps freezing up intermittently

Yeah had some issues,
turned off hud
stars works fast

Originally posted by vaulsc
It does seem like this could be a PT4 related issue.

Exactly the same problems as you have m8 and I have HM2.
Actually I once try to play without the HM2 opened and the problems persist so I guess the problem is with PokerStars software.

seems like without hm2 hud stars work properly for me

Having the same problems. Very annoying. Playing 4 zoom tables and 2 or 3 seem to freeze and the others stay fine for 100 hands or so then also freeze.

Got this reply from stars support. Very quick response from them aswell.

Thank you for your email and we are sorry that you are experiencing these issues.

Our development team has looked extensively into the reports from players and it appears that the issues are caused by third party tools that you may have, such as PokerTracker or Hold'em Manager.

To eliminate the issue please shut down PokerStars and any third party tools, restart your machine, and make sure no third party tools start with Windows, and then start PokerStars without any third party tool.

It appears that once the issue has started, shutting down third party tools does not resolve it -- it's a machine restart without ever starting a third party tool that seems to resolve it.

Please rest assured that we have contacted the management teams at PokerTracker and Hold'em Manager to let them know there is a problem. We would also ask that you please contact the vendor of those tools for further information.

We will be considering refunds for all materially affected players. "Materially affected" means you missed a considerable number of hands and lost a significant portion of your chip stack due to blinds and antes. By sending this email you have already ensured any affected games will be subject to a thorough review, but if there is any further information you feel is pertinent to your specific case, please feel free to let us know.

We apologise for the inconvenience this may cause and thank you for your understanding and patience.

Here is the e-mail pokerstars sent me about the problems.

support@pokerstars.com

To
me

Jan 16 at 9:41 PM

Hello Leo,

Thank you for contacting PokerStars.

PokerStars is experiencing some technical problems and we are working on a solution.

We sincerely apologise for any inconvenience caused and we will be considering refunds for all materially affected players. "Materially affected" means you missed a considerable number of hands and lost a significant portion of your chip stack due to blinds and antes. By sending this email you have already ensured any affected games will be subject to a thorough review, but if there is any further information you feel is pertinent to your specific case, please feel free to let us know.

We are investigating the reported issue and at this point it is not clear if this issue is caused by a third party tool or is an issue with our software. In the meantime could we please ask you to reboot your machine and not start any third party tools. Please also disable the starting of any third party tools when Windows starts and then inform us of whether the issue persists, worsens or improves.

We would also ask that you please send us your program log files. You can select 'Save log files as ZIP...' and your log files will then automatically be saved as a .zip file on your hard drive. To do this, simply follow these instructions:

1. Open the Main Lobby
2. Go to Help
3. Go to Log Files
4. Select "Save Log Files as ZIP..."
5. Save the file to your Desktop, you may have to navigate to the Desktop as the default location is the PokerStars Settings Folder
6. Reply to this email
7. Click on Attach File (or similar option)
8. Select the ZIP file located in your Desktop or wherever you chose to save the file
9. Click OK and send the email

We appreciate your patience and understanding. If there is anything else we can help you with, please let us know.

Regards,

Ignat
PokerStars Technical Specialist

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Just played a session of 2 tables for an hour.
The only thing open was stars.
Pokertracker was closed, hell even my Skype was closed.
I DID NOT disconnect once. What does this prove?
Stars 7 software is somehow picking up wrong signals?
Blocking the right signals?
It never used to do this.
I am going to revert to stars 6 and open pokertracker and see if I still disconnect when I get back this evening as an experiment and see what happens then.
In the mean time it wouldn't hurt for others to do this as well and report what happens to them.

I had problems with my PS freezing last week while using HM2. The problem was hm2. I've made the last Microsoft update for .NET framework and it worked fine since then. And also I did not make the last update for HM2. Maybe it helps.

I can confirm that i didn't have any issues while playing without PT4 running...

I use HM2 and regardless of whether it was on or off I had some issues too. Sent a ticket and my logs to them so lets see if they reply.

Yeah pretty fast reply with the same as what's above. God I lost a whole $2 to this guys! You how much that could buy me? That's a whole cheeseburger right there. Is HM2 and PT4 working under the same update system now that they're working together? Because if not then it's unlikely that they're both distributing a freezing bug at the same time.

I loaded up PT4 today and it downloaded an update. Played 1k on zoom so far and haven't had any issues. Hopefully it's fixed now.

Not sure if there was some update but it downloaded something yesterday when I opened PT 4. Played one session last night and didn`t have any problems. But I`m not sure have they done something to it?

Originally posted by NutzAreOk
Not sure if there was some update but it downloaded something yesterday when I opened PT 4. Played one session last night and didn`t have any problems. But I`m not sure have they done something to it?

It seems like it. Here's an excerpt from the reply I received today from the Pokerstars support team:

Please rest assured that we have contacted the management teams at PokerTracker and Hold'em Manager to let them know there is a problem. The vendors have now released updates to their tools which they believe have fixed the problem. If you continue to experience issues, we ask that you please contact the vendor of those tools for further information.

All problems seem to be fixed, and I also got refunded, PokerStars Support doing a great job again.

We have reviewed your playing history for the tournaments in which you were experiencing some connection issues:

T#1103985475 - Materially affected. Entry was $2.20
T#1110600565 - Materially affected. Entry was $1.00

T#1103977423 - Cashed $34.03 - Profit made in event.
T#1110616521 - Cashed $2.00 - Profit made in event.
T#1111577530 - Cashed $2.66 - Profit made in event.

T#1103984995 - Not materially affected.
T#1111451348 - Not materially affected.
T#1111567113 - Not materially affected.
T#1111569605 - Not materially affected.
T#1111638828 - Not materially affected.

As we consider you a valued player at PokerStars, we have issued a credit of $3.20 to your account for the tournaments that were adversely affected.

Besides, please note that our development team has looked extensively into the reports from players and it appears that the issues are caused by third party tools that you may have, such as PokerTracker or Hold'em Manager.

To eliminate the issue please shut down PokerStars and any third party tools, restart your machine, and make sure no third party tools start with Windows, and then start PokerStars without any third party tool.

It appears that once the issue has started, shutting down third party tools does not resolve it -- it's a machine restart without ever starting a third party tool that seems to resolve it.

Please rest assured that we have contacted the management teams at PokerTracker and Hold'em Manager to let them know there is a problem. We would also ask that you please contact the vendor of those tools for further information.

We apologise for the inconvenience this may cause and thank you for your understanding and patience.

Originally posted by Tunatic
All problems seem to be fixed, and I also got refunded, PokerStars Support doing a great job again.

+1

I also received total $159.75 refunds.

Problems aren't fixed here.
For the first 4 hours no problems then the disconnects started on the cash tables.
It is weird though. If I am playing 3 tables one will freeze and the other 2 will keep playing like there is nothing wrong.
I never received any compensation either

I have played today couple session without problems. But like I said earlier, the problems are not always there but I believe that there should be no problems with PT 4 anymore.

TheMarxBros3: Do you use HM 2 or PT 4?

I use PT4.
It updated and like I said earlier for the first few hours no problems then a tble would freeze

Originally posted by TheMarxBros3
I use PT4.
It updated and like I said earlier for the first few hours no problems then a tble would freeze

I guess you should then contact to PokerStars again.

I have still had no problems after update.