Cortex not picking up hours for Squad Rewards Season 5

Hey there!

Thank you for initiating this thread. We are sorry about the issue you encountered. My name is Michelle from the Razer Cortex Technical Support Team. I will be your technical companion for today.

Regarding your issue, please follow the below steps:

• Could you please check whether the game you played is supported by Razer Cortex Squad Rewards? Please go to Cortex>REWARDS>ACHIEVEMENTS>SQUAD REWARDS CAMPAIGN, then, click SUPPORTED GAMES and search your game on the search bar. Only supported games’ gameplay time can be accumulated in Squad Rewards.
  
• If the game you played is a supported game, is it shown on ‘Supported games on this PC’? If yes, please feel free to send us your Cortex logs. If no, please make sure that you were not using a 3rd-party mod launcher, and you did not add this game to Cortex MY LIBRARY manually. Please check the below image.
  

• If you use the 3rd-party mod launcher, please uninstall the game, then, download it from the game’s official website, and re-install it on your PC, finally, add it to MY LIBRARY by scanning.
  
• If you did not use the 3rd-party mod launcher, but you add your game to Cortex MY LIBRARY manually by clicking the add icon, please remove this game from Cortex and re-add it automatically by scanning. Then, check out whether this game is on ‘Supported games on this PC’ from ‘SUPPORTED GAMES’.
  
• To remove this game, please move your mouse on the game on MY LIBRARY page, click View Dashboard and remove the game by clicking the delete icon.
  

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

Please feel free to let us know if this issue persists. We will be delighted to be of assistance.

Best regards,
Michelle Chang
Razer Cortex Team

How can we find our Cortex logs? I just played World of Tanks for nearly 3 hours and not a minute of it was counted. It shows as greyed out in the "supported games" list despite being installed (and frequently played).

I even tried re-scanning and manually adding the game to Cortex but it is still greyed out in the supported games list.

chickdan
How can we find our Cortex logs? I just played World of Tanks for nearly 3 hours and not a minute of it was counted. It shows as greyed out in the "supported games" list despite being installed (and frequently played).

I even tried re-scanning and manually adding the game to Cortex but it is still greyed out in the supported games list.

Hey there!

Thank you for sharing your Cortex's concern here. Gameplay time of the supported games that are manually added cannot be tracked by Cortex. Could you please remove this game and re-add it by scanning it? If it cannot be added to your library by scanning, please uninstall this game, and download it from the game's official website. Then, add it to the Cortex library by scanning. Please do not add it in a manual way.

If this issue persists, please feel free to send us your Cortex logs for us to further investigate this issue. I will PM you a guide on how to collect and upload your Cortex logs. So, do not worry. Thank you for your cooperation!

Michelle

I have the same problem TheCubeHamster, yestarday my hours was picking up, but today my and my 2 friend's hours don't pick up, we are playing supported games (minecraft)

Hey @czesiukapusta, I viewed your reply to us in this post that your gameplay time is normal. Did this issue occur again today? Please feel free to provide us with your Cortex logs as well as your friends'. We'd love to be of assistance.

Michelle

Where are logs? I don't know :|

It's another problem, "czesiukapusta","rucinski989","fly_dh" don't pick up hours, only "AndrzejMilewicz" pick up hours. I am playing now Minecraft (supported game) on "czesiukapusta" and I don't pick up hours.

Suddenly working, sorry for problem.

I'm having the same problem, I played Genshin Impact for about three hours today and only 20 minutes showed on my log time. How can I find my log to send over? It's put my squad behind as my hours were the only ones not to log.

InterNebula
I'm having the same problem, I played Genshin Impact for about three hours today and only 20 minutes showed on my log time. How can I find my log to send over? It's put my squad behind as my hours were the only ones not to log.

Hey there!

Thank you very much for sharing your gameplay time issue here with us. My name is Micelle from the Razer Cortex Technical Support Team. I will be happy to assist you with your issue.

Regarding the gameplay time issue, 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. Please remember to check it.

Also, please play other supported games before we fix this issue. We provide a Gameplay Time Troubleshooting page for our users to find a resolution when they encounter a gameplay time issue and want to fix it quickly on their side.

We apologize for the inconvenience this issue has caused you.

Take care and have a great day!

Best regards,
Michelle Chang
Razer Cortex Team

Michelle-RazerCortex
Hey there!

Thank you for initiating this thread. We are sorry about the issue you encountered. My name is Michelle from the Razer Cortex Technical Support Team. I will be your technical companion for today.

Regarding your issue, please follow the below steps:

• Could you please check whether the game you played is supported by Razer Cortex Squad Rewards? Please go to Cortex>REWARDS>ACHIEVEMENTS>SQUAD REWARDS CAMPAIGN, then, click SUPPORTED GAMES and search your game on the search bar. Only supported games’ gameplay time can be accumulated in Squad Rewards.
  
• If the game you played is a supported game, is it shown on ‘Supported games on this PC’? If yes, please feel free to send us your Cortex logs. If no, please make sure that you were not using a 3rd-party mod launcher, and you did not add this game to Cortex MY LIBRARY manually. Please check the below image.
  

• If you use the 3rd-party mod launcher, please uninstall the game, then, download it from the game’s official website, and re-install it on your PC, finally, add it to MY LIBRARY by scanning.
  
• If you did not use the 3rd-party mod launcher, but you add your game to Cortex MY LIBRARY manually by clicking the add icon, please remove this game from Cortex and re-add it automatically by scanning. Then, check out whether this game is on ‘Supported games on this PC’ from ‘SUPPORTED GAMES’.
  
• To remove this game, please move your mouse on the game on MY LIBRARY page, click View Dashboard and remove the game by clicking the delete icon.
  

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

Please feel free to let us know if this issue persists. We will be delighted to be of assistance.

Best regards,
Michelle Chang
Razer Cortex Team

i got the same issue over here, it shows just fine that i played nine hours last session, but it doesnt show up on my squad rewards

GhoulCrack
i got the same issue over here, it shows just fine that i played nine hours last session, but it doesnt show up on my squad rewards

Hey there!

Thank you very much for sharing your issue here.

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 for us to further investigate this issue.

I have PMed you a 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 has caused you. Thank you for your patience.

Best regards,
Michelle

Michelle-RazerCortex
Hey there!

Thank you very much for sharing your issue here.

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 for us to further investigate this issue.

I have PMed you a 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 has caused you. Thank you for your patience.

Best regards,
Michelle

Hi, I also got the same issue. Could you help me?

Anti_komkommer
Hi, I also got the same issue. Could you help me?

Hey there!

Thank you very much for sharing your gameplay time issue here.

I checked your gameplay time and found that you played 4 hours each day from June 16 to June 20. Did you encounter a gameplay time issue regarding a certain game? If so, please feel free to 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 Cortex logs. Please check out if you need it.

Best regards,
Michelle Chang
Razer Cortex Team

Hi, yesterday I played minecraft for 4 hours and my time didn’t add up. Now I don’t have all my hours. Could you help me? Thanks in advance!

StinkDwerg
Hi, yesterday I played minecraft for 4 hours and my time didn’t add up. Now I don’t have all my hours. Could you help me? Thanks in advance!

Hey there!

Thank you for posting your issue here. We have removed Minecraft from the SUPPORTED GAMES list as the recent update of this game caused a gameplay time issue. Please check the supported game list before you played any games in the competition.

I have PMed you a simple guide to help you collect and upload your Cortex logs. Could you please provide us with your Cortex logs?

Thank you very much for your patience.

Best regards,
Michelle

i have the same prob can u help me . i submit a ticket also
210911-000165.

i have the sam e prob. can u help me

TheOneAboveAllGodx
i have the same prob can u help me . i submit a ticket also
210911-000165.

Hey there!

Thank you for sharing your issue with us here. My name is Michelle from the Cortex PC technical support team. I will be delighted to assist you with your issue.

Here could you please let me know in which Squad Rewards season your gameplay time is not tracked? The latest season is Squad Rewards Season 7 and the Season 8 is not started yet.

Thank you very much for your patience.

Michelle