Razer Cortex Squad Rewards not tracking game hours

Discussion in 'Razer Support' started by Zaerox, Jun 16, 2021.

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  1. Zaerox

    Zaerox New Member

    I was playing for a couple of hours today when my friends pointed out that my hours weren't being logged in the squad rewards. For some reason, Razer Cortex knows when I've last played and even updates my total hours in the My Library section after I exit the game, but it does not log the time into squad rewards. I have even checked to make sure that the games I have played today are compatible (Tom Clancy's Rainbow Six Siege, Overwatch) so I have no clue what could be causing this. I have not tried reinstalling Razer Cortex yet.
     
    Zaerox, Jun 16, 2021
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  2. Michelle-RazerCortex

    Michelle-RazerCortex Active Member Staff Member

    Hey there!

    Thank you very much for sharing your issue here. I am Michelle and I will be delighted to assist you with your issue.

    Before we start could you please provide us with your Cortex logs for us to isolate the concern?

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

    Thank you for your patience!

    Best regards,
    Michelle
     
    Michelle-RazerCortex, Jun 16, 2021
    #2 Share
  3. Fists_of_Power

    Fists_of_Power New Member

    I am having the same problem could I have a similar guide?
     
    Fists_of_Power, Jun 16, 2021
    #3 Share
  4. bookeasyFloralWhite726

    bookeasyFloralWhite726 New Member


    having same problem atm
    could u send me the same guide as well?
     
    bookeasyFloralWhite726, Jun 16, 2021
    #4 Share
  5. Corvonejo

    Corvonejo New Member

    Tengo el Mismo problema, me pueden ayudar a darle solucion
     
    Corvonejo, Jun 16, 2021
    #5 Share
  6. Burlywooddepotdaily148

    Burlywooddepotdaily148 New Member

    my game hours isn't tracking
     
    Burlywooddepotdaily148, Jun 16, 2021
    #6 Share
  7. Michelle-RazerCortex

    Michelle-RazerCortex Active Member Staff Member

    Hello @Fists_of_Power @bookeasyFloralWhite726 @Corvonejo and @Burlywooddepotdaily148 ,

    We are sorry for the inconvenience this issue has caused you. Could you please restart Razer Cortex and see whether this issue persists?

    If yes, please feel free to 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 check out if you need it.

    Thank you very much for your patience and cooperation.

    Michelle
     
    Michelle-RazerCortex, Jun 16, 2021
    #7 Share
  8. Michelle-RazerCortex

    Michelle-RazerCortex Active Member Staff Member

    Hello there!

    We received your Cortex logs and checked that your gameplay time is back to normal now.

    Michelle
     
    Michelle-RazerCortex, Jun 16, 2021
    #8 Share
  9. Tiicho

    Tiicho New Member

    Not sure where to put this, but I'm currently having the same issue.
     
    Tiicho, Jun 25, 2021
    #9 Share
  10. Michelle-RazerCortex

    Michelle-RazerCortex Active Member Staff Member

    Hey there!

    Please try to restart Razer Cortex and then, see whether this issue persists. If yes, please feel free to provide us with your Cortex logs for us to further investigate this issue.

    I have PMed you a guide to help you collect and upload your Cortex logs. Please check if you need it.

    We apologize for any inconvenience this issue has caused you.

    Thank you for your patience.

    Best regards,
    Michelle
     
    Michelle-RazerCortex, Jun 25, 2021
    #10 Share
  11. AnipR15

    AnipR15 Active Member

    upload_2021-6-26_6-22-43.png

    Run your supported games in cortex apps to ensure the clock in hours is calculated
     
    AnipR15, Jun 25, 2021
    #11 Share
  12. Annasdawg

    Annasdawg New Member


    Can I have the guide too? Im having some trouble too
     
    Annasdawg, Jul 2, 2021
    #12 Share
  13. Michelle-RazerCortex

    Michelle-RazerCortex Active Member Staff Member

    Hey there!

    Thank you for sharing your gameplay time issue here. Could you please provide us with your Cortex logs for us to further investigate this issue? I have PMed you a simple guide to help you collect and upload your Razer Cortex logs. Please check it if you need it.

    Michelle
     
    Michelle-RazerCortex, Jul 4, 2021
    #13 Share
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