No progress, they want to prove this is user specific problem, and they ask for user config every time
Probably they just check the replayer with few hands and if it works -->user problem, however the replayers works fine every time, the problem occures only in live game (and only in SNG?).
Besides that the module import speed is slow, sometimes it imports hands after the SNG is closed, and sometimes it fail to import some live hands. (SSD + Ryzen5 2600 processor and 16GB RAM should be enough)