Cortex not counting hours! | Razer Insider

Cortex not counting hours!

  • 26 January 2021
  • 5 replies
  • 123 views
K
Myself and my squad have been playing today since reset and it has barely counted any of our playtime. One has had no playtime counted, and has been playing a supported game since reset. Another only 5 minutes logged and then stopped and has tried everything from resetting everything and switch games with nothing fixing it. I myself have been playing over an hour and a half and for whatever reason cortex stopped logging at 50 minutes. I have no stopped playing!

This is really frustrating as we are trying our best to do well as a squad and we are unable to with the software not logging our time! Please help Razer! Your FAQ says if this happens to contact you, but apparently due to covid, we just aren't allowed to do that. 😑
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5 Replies

A
Hey there!

Thank you very much for posting your gameplay time concern here. We apologize for the issue you encountered. My name is Michelle from the Razer Cortex Technical Support Team. I will be your technical companion for today.

As a gamer myself, I understand how frustrating for you to face this kind of issue. Don't worry. I will be here assisting you to resolve this issue.

Our engineering team checked your gameplay time and your squad members' as well. All your gameplay time seemed to be recorded correctly. Here could you please provide us with your Cortex logs for us to further investigate this issue?

I will PM you a guide to help you collect and upload your Cortex logs. Please ignore it if you do not need it.

Thank you very much for your patience and cooperation. We are sorry again about the inconvenience this issue caused you!

Best regards,
Michelle Chang
Razer Cortex Team
J
I am currently trying to finish my minutes and it isn't counting it . Why is it doing this.
A
Jduuse
I am currently trying to finish my minutes and it isn't counting it . Why is it doing this.

Hey there!

Thank you very much for sharing your gameplay time issue with us here. We apologize for the inconvenience this issue has caused you. I'm Michelle and I will be happy to assist you with your issue.

Before we start could you please provide us with your Cortex logs for us to further investigate this issue? I will PM you a simple guide on how to collect and upload your Cortex logs if you need my help.

Also, we would like to let you know that we have a Gameplay Time Troubleshooting page to help our users to quickly find a resolution on their side. Please check it if you encounter a gameplay time issue next time and you want to figure out a resolution in a faster way.

Please feel free to let us know if you need further assistance. We'll be looking forward to your reply soon.

Thank you very much!

Best regards,
Michelle Chang
Razer Cortex Team
D
I'm playing about 2 h and it doesn't count
A
Dawupe
I'm playing about 2 h and it doesn't count

Could you please try to restart Razer Cortex and see whether this issue persists? If yes, please feel free to provide us with your Cortex logs.

I have PMed you a simple guide to help you collect and upload your Cortex logs, please check out if you need it.

We are sorry for the inconvenience this issue caused you. Please feel free to let us know if you need further assistance.

Michelle
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