Not able to verify registration issue

[ncomber]

I was a happy customer of PT4 for all of 3 weeks, until the program decided today that my registration code could no longer be verified. Brilliant.

Upon starting the application, it stalls for about 1 minute and eventually displays the message "PokerTracker was not able to verify your registration. Would you like to continue in trial mode?". I tried clicking yes and then "re-registering" as such with the same code. At this point the application freezes my computer for a minute before saying it couldn't verify my registration again and directing me to the firewall support doc.

I have enabled all the necessary firewall exceptions and do not run antivirus software on this particular machine. So what is going on here? How do I fix it? Given the short space of time it has taken to all go horribly wrong, I will naturally require a full refund if the issue isn't fixed - if that comes to be the case, how would I go about doing that?

Let me know if you need any more info from me.

Cheers

[ncomber]

I should also add that I have tried turning off my firewall completely and encounter the same issue. So to absolutely confirm - not a firewall issue, not an anti-virus issue.

[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.

[ncomber]

Thanks - done.

[Majik93]

Hi iv have just encountered the same problem, been using PT4 for a year and never had this problem before.
I noticed that over the last couple of days PT4 was taking longer than usual to start up, but now the program is unusable.
Any help?
Thanks

[Majik93]

Did you fix this?

[Flag_Hippo]

Something is preventing your copy of PokerTracker from connecting to our registration server to validate your code. What can happen is PokerTracker4 gets blocked from contacting our secure server in order to validate your code. PokerTracker4 will do this check every once in awhile but otherwise not prevent it from running in registered mode. What is likely happening now is that PokerTracker4 has gone a relatively long time without being able to authenticate your code so it has reverted your PokerTracker4 to trial mode.

Please add an exception into your firewall to allow PokerTracker4.exe Full Internet access. (Simply disabling your firewall may not resolve the issue). For instructions on how to add an exception into your firewall please see the guide linked below:

Firewall Troubleshooting Guide

If configuring your firewall has not allowed you to activate then it or something else is still blocking access to our secure server. What security software are you using? Who is your Internet Service Provider (ISP)? Some ISP's (e.g. Virgin Media) and security software (e.g. Comodo, Norton SafeConnect) have recently incorrectly flagged our registration server (ptrackupdate.com) and are preventing PokerTracker 4 from accessing our servers. Once you resolve the blockage and restart PokerTracker4 it will be able to validate your code and continue in registered mode.

If the issue persists 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. You can find the log file by clicking the "File --> Show User Data Folder" option in the main PT4 window. The file we need is the text file called "PokerTracker4" that is in that folder.

- Rob

[Majik93]

I literally just went to try and re-install / re-download and saw that virgin media has blocked it! So i had keep the latest version in my downloads folder just re-installed, didn't work and i then came back to this.
What am i supposed to do now if my ISP has blocked it? What can i do now?

[Flag_Hippo]

Virgins Websafe feature is blocking access to our secure server. To see more information on Websafe along with information on how to turn it off please refer to the guide here:

Welcome to Virgin Media Web Safe - FAQ's

I recommend that you email websafefeedback@virginmedia.co.uk stating that ptrackupdate.com is being incorrectly blocked by "Web Safe".

We are also contacting Virgin Media directly in attempt to get this block on ptrackupdate.com removed.

- Rob

[Majik93]

Called up Virgin Media and they have unblocked it!
Its all back up and running now, not sure if it is for other users with virgin media though.
Thanks