Official PokerTracker Support Thread

[PokerTracker]

Also I have some duplicate records (seems to be the same every time i turn PT4 on) about 3000 records. Is that something I should worry about?

Duplicate Records are not imported, they can be safely ignored. That message is just a warning that the hands were not imported. If they are the same duplicate hands every time you start as you said above, then this can probably be solved by by following these basic instructions.

1) Restart your computer. Restart PT4 without opening anything else (no poker rooms)

2) Select Tools > Setup Assistant. Run the Site Configuration assistant and complete the questions that are asked. At the end, it will import all excessive hands that have never been imported, and move them to the processed files folder along with any duplicates found.

Once this is done, you can safely start to play without the fear of having to deal with duplicates.

I would like to cut back on the size of the data base, make it more current. Is it possible to delete all records that are dated prior to a certain date?

1) From the old computer select File > Backup. Save the backup file, and then move it to the new computer. On the new computer select File > Restore to restore the database to the new computer.
2) Now that you have a backup safety, it is safe to purge sessions from your restored database. We do not recommend deleting sessions, but in your situation there should be little risk in causing accidental damage to your database since there is a safety that can be restored again if you need the data in the future.

 

[PokerTracker]

Easy to do. Click Database at the top. Then Purge Hands and just select all sessions prior that you want deleted and delete. That simple

And the duplicates same thing, look through all your sessions and see where the info is doubled and just delete dup's

This advice is incorrect, you will not find duplicates in the database, it is impossible because we block all duplicates from being imported - this is because each hand history ID must be unique for the database to work.

 

[BluffYou123]

I'm having trouble tracking my results on the Revolution network. It counts all my buyins as losses and doesn't show any of my cashes. Any ideas as to why? Sorry if this is a bit vague, I will reply with any info you need.

 

[vegasjj]

Thank you very much for all your advice!
It is real awesome that you help out!

 

[PokerTracker]

I'm having trouble tracking my results on the Revolution network. It counts all my buyins as losses and doesn't show any of my cashes. Any ideas as to why? Sorry if this is a bit vague, I will reply with any info you need.

Please send us example tournaments that were not tracked, we will need to review the entire tournament to determine why. Your explanation does not match anything we have seen before, so a review of the entire tournament would be necessary. You can create a support ticket at pokertracker.com, click support, then select Contact Us.

 

[PokerTracker]

*** ATTENTION: Bug found in PT4.10.3. Do Not Use ***

We regret to inform our users that the recently released PokerTracker 4.10.3 has a bug which means that the Hud won't function correctly so please do not install this version. We have now taken down PokerTracker 4.10.3 so we can work to provide a fix in a new release which we hope to have available in a few days.

If you have already installed 4.10.3 you may find that the HUD crashes and interferes with your in-game experience, to correct this problem we advise reverting to PokerTracker 4.10.2 which is again available on the PT4 Download Page.

We are sorry for this inconvenience, we rectified this error as soon as it was discovered, we hope to have 4.10.4 available next week at which time the components of 4.10.3 will be included in full working form.

 

[Tropwen]

I'm in need of some major help I guess. I'm not being able to " get hands while playing" after I click it it acts like it's doing it but every hand logs as an "error" hand and my HUD doesn't come up ether, and this happens on both sites I play on (black chip poker and carbon) and I've made sure my logging is clicked and hand history setting are what there supposed to be please help!!!! O and btw ur customer service through the pokertracker site isn't very helpful they have taken over 2 days sometimes to email me back and then suggest things I've said I've already done in my email

 

[tony4680]

I'm in need of some major help I guess. I'm not being able to " get hands while playing" after I click it it acts like it's doing it but every hand logs as an "error" hand and my HUD doesn't come up ether, and this happens on both sites I play on (black chip poker and carbon) and I've made sure my logging is clicked and hand history setting are what there supposed to be please help!!!! O and btw ur customer service through the pokertracker site isn't very helpful they have taken over 2 days sometimes to email me back and then suggest things I've said I've already done in my email

Double check that you are choosing the correct directories where your hands are being saved. I have never had issues like the one your describing and I play on both these sites frequently. Is this happening on any other network or are these the only sites you have this problem with/tried? If it isn't the directory issue then I'd say deleting and reinstalling is going to be your best bet.

 

[Tropwen]

Double check that you are choosing the correct directories where your hands are being saved. I have never had issues like the one your describing and I play on both these sites frequently. Is this happening on any other network or are these the only sites you have this problem with/tried? If it isn't the directory issue then I'd say deleting and reinstalling is going to be your best bet.

Ya I checked and it might of been because of the bug in the update so I uninstalled and reinstalled it and will try tomorrow

I was also wondering pt4 recommends having more than 1gb of hd and my old ass comp maxes out at 1gb so could that be causing problems? And yes those are the only sites I play on but I've had it work on any site I've tried it just has stopped for some reason

 

[ScottishMatt]

Having quite the problem at the moment. I've only seen it occur since using Windows 8. Basically what is happening is that I'm clicking away and playing at my tables and all of a sudden the tables go black. If I then try to click the screen goes semi-white/translucent. I end up having to hit the Windows key, open PT4 from the taskbar and then click "stop getting hands" for the tables to return to normal, at which point I can then run PT4 again.

Perhaps there is some configuration problem, the only information I could give you is that I'm running W8 in desktop mode with a downloaded start bar.

It's not a major problem at the moment but it keeps occurring at more frequent intervals, would appreciate some help with this.

 

[redwards92]

Having quite the problem at the moment. I've only seen it occur since using Windows 8. Basically what is happening is that I'm clicking away and playing at my tables and all of a sudden the tables go black. If I then try to click the screen goes semi-white/translucent. I end up having to hit the Windows key, open PT4 from the taskbar and then click "stop getting hands" for the tables to return to normal, at which point I can then run PT4 again.

Perhaps there is some configuration problem, the only information I could give you is that I'm running W8 in desktop mode with a downloaded start bar.

It's not a major problem at the moment but it keeps occurring at more frequent intervals, would appreciate some help with this.

Check what version you have

If you have 10.3 installed you need to visit the pokertracker download page and reinstall 10.2.

I installed the latest update (10.3) and had the same problem so I emailed support and they told me to visit the download page and re-install 10.2 due to some type of bug with the hud in 10.3(they have removed it from their website)

Eventually this was happening everytime I tried to start up the hud.

Actually the Pt4 guy posted above explaining it as well

Soon as I installed 10.2 again it was all running smoothly again.

 

[ScottishMatt]

Thank you for pointing that out to me. I didn't bother reading the thread as I was mid-session at the time.

Downloading now.

 

[PokerTracker]

Ya I checked and it might of been because of the bug in the update so I uninstalled and reinstalled it and will try tomorrow

I was also wondering pt4 recommends having more than 1gb of hd and my old ass comp maxes out at 1gb so could that be causing problems? And yes those are the only sites I play on but I've had it work on any site I've tried it just has stopped for some reason

1) There is no reason to uninstall, PokerTracker 4 is designed to install new versions on top of old versions. Uninstalling is an unnecessary step that could accidentally cause issues for some users (this is very rare though).

2) Our system recommendations are listed below. Notice we don't say anything about hard drive size... but the last time I saw a hard drive that was less than 1Gig (that was not an SSD) was a decade ago, and that computer would certainly not be supported. I haven't seen a SSD less than a gig in recent times, so I would assume your computer is just too old for us to support. Our support staff must go through every step, including steps you may have previously done, to determine the cause; did you send us the pokertracker4.log file that is required and requested to help us determine what kind of computer you have and the internal workings of the application?

What are the Minimum System Requirements to run PokerTracker 4?
Computer Hardware

Minimum Requirement: Windows: Intel Core 2 Duo (or AMD equivalent) processor with 3GB of RAM. Mac: Almost any Mac that runs OS X 10.6 or later released in 2009+ with 3GB of RAM.

Recommended: Windows: Modern quad-core processor with 4GB of RAM or greater. This includes the Intel Core 2 Quad and Intel Core i3, i5, and i7 processor lines (or their equivalent AMD processors). Mac: Almost any Mac that runs OS X 10.7 or later released in 2011+ with 3GB of RAM.

Optimal: Windows: Intel Core i5 or i7 multi-core 64-bit processor with 8GB of RAM or greater. Mac: Any Mac released in 2012+ with an SSD hard disk such as the Macbook Pro Retina line of laptops with 8GB of RAM or greater.

Not Recommended: Windows: Intel Pentium 4, Atom or other low power processors such as ARM.

Operating System

Minimum Requirement: Windows: Windows XP, Windows Vista, Windows 7, or Windows 8. Mac: OS X Snow Lepard 10.6, OS X Lion 10.7, or OS X Mountain Lion 10.8

Recommended: Windows: Windows 8, Windows 7 or Windows Vista. Mac: OS X Lion 10.7, or OS X Mountain Lion 10.8

Optimal: Windows: Windows 8 64 Bit or Windows 7 64 Bit with PostgreSQL 64 Bit 9.0.x manually installed. Mac: OS X 10.8 with PostgreSQL 64 Bit 9.0.x manually installed

PostgreSQL

Minimum Requirement: PostgreSQL 8.3.18 or greater (Windows only) / PostgreSQL 8.4.12 or greater / PostgreSQL 9.0.7 or greater

Recommended: Manually install the latest version of PostgreSQL 9.0.x

Optimal: Manually install the 64 Bit version of PostgreSQL 9.0.x. This requires a 64 bit processor and Operating System, with 8 Gigs or ram or better for optimal performance.

Not Supported: PostgreSQL 9.1.x and 9.2.x are not supported due to potential database errors

Hard Drive

The number one factor for speed performance is hard drive speed, the PostgreSQL Server which powers the PokerTracker database commonly moves gigabytes of data to allow PokerTracker 4 to perform it's reporting duties. PokerTracker recommends at least a 7200RPM hard drive or faster, Solid State Drives (SSDs) are currently the fastest drives available for optimal performance. The optimal solution for Mac users are computers that contains a built in SSD drive such as 2012's Macbook Airs (idealy with 4Gigs Ram or greater) or Macbook Pro Retina laptops.

 

[fasteddee74]

Merge Network did a client up date today or yesterday. When I logged into the client, it shows one of the updates was something to do with hand histories. Since the client update, my PT3 is not importing hands? The games I am playing show in Tracker though hands are not importing? Any ideas would be appreciated.

 

[PokerTracker]

Merge Network did a client up date today or yesterday. When I logged into the client, it shows one of the updates was something to do with hand histories. Since the client update, my PT3 is not importing hands? The games I am playing show in Tracker though hands are not importing? Any ideas would be appreciated.

1) Merge's tournament support is temporarily broken, according to posts on 2+2 this is a bug that Merge is aware of and is working to fix. There is nothing we can do on our end to solve this problem, its purely an error on Merge's end, hopefully they fix this soon.

2) We stopped supporting PT3 with new updates earlier this year, you are right that a fix will be needed to address the time of day hand history fix that Merge made but this will only be available to PokerTracker 4 users. We sent out a mass email last month announcing that the price for upgrading from PokerTracker 3 to PT4 will be increasing on October 15th, unfortunatly you missed the deadline for a 60% discount when upgrading, but you can still qualify for a 40% discount as per this FAQ: https://www.pokertracker.com/faq/PT4#upgrade-discount-from-pt3-to-pt4. The end of life for PokerTracker 3 support is July 2014, at which time we will no longer answer questions for PT3 support.

 

[PokerTracker]

PokerTracker 4.10.4 NOW AVAILABLE - DOWNLOAD HERE

Release Notes - October 16, 2013

Added:

• Notes Window: The hotkey CTRL-Enter will now save and close the notes editor without the use of the mouse

Fixed:

• Import: 888: Unrecognized file format for some 888 tourney hands
• HUD: Merge: Change the default seat positions for 9-max games
• HUD: Stop the Stats suffix from appearing in the wrong place when the ‘times/opportunities’ property is enabled
• HUD: Fix bug that stopped the ‘Last X Weeks’ filter from working in Fast Fold games
• HUD: Address a bug that caused the color ranges for Table Average HUD Groups to display incorrect values
• HUD Editor: Allow ‘ -1’ to be entered in the Decimals property to force the HUD to use the Format Expression inside the Stat defenition
• ICM Calculator: Address crashes that could occur when opening the ICM Calculator or when the ICM Opponent Models are invalid
• NoteTracker: Stop a crash that can occur when the default auto notes file does not exist
• Reports: Cash > Results > Summary by Session: Fix SQL errors that could occur when selecting multiple rows
• Stat Editor: Fix the display of Stat color conditions
• TableTracker: Address crashes that occurred when updating TableTracker’s status
• Tournament Detection: Party: Address a scenario where Net Adjusted calculations could not be performed for select losing SNGs
• Tournament Detection: Prevent awarding "unknown finishes" when known better finishes are present
• Tournament Detection: Allow the tournament speed to be changed due to clock detection

Additional Notes

• This release incorporates the fixes that were found in 4.10.3 which was removed from public release due to a bug that was accidentally introduced which caused the HUD to lockup.
• There is a known issue with importing Tournament hand histories on the Merge Network due to a Network upgrade that was released on October 15, 2014. According to posts on the Two Plus Two Forums the Merge Network is aware of this issue and is working to fix this bug. This is a bug that cannot be addressed by PokerTracker, it will require a fix from the network.

 

[XXPXXP]

thank you for update....
really feel uncomfortable play without HUD or database tracker...

LOL

 

[PokerTracker]

thank you for update....
really feel uncomfortable play without HUD or database tracker...

LOL

NEVER FORGET - The HUD is just a performance tool, it does not give you an edge. Its a little known fact that truly great players don't need a HUD, the HUD is only there to help you learn to become a great player, and remember who your opponents are. The HUD does not make you a better player, only you can achieve that goal, when used properly PokerTracker 4 can be the most important tool in your educational path.

 

[fasteddee74]

So you are saying that when Merge does fix the bug I will have to purchase PT4 to have a HUD? Please let us know when bugged is fixed if you are notified?

 

[Matt Vaughan]

Sorry if this or a similar question has been asked before, but:

I'm very strongly getting Parallels for my Macbook. I run PT4 on my Mac, but also have an old dell, that I use my second license thing on. If I run Windows using Parallels on my Mac, and install PT4, will that count as a third instance, or is that okay, since I'm still only using 2 computers?

(This will probably be a non-issue in reality, since if I run parallels I will likely ditch the dell, but want to know just in case.)

Thanks.

 

[dmorris68]

I doubt they'd take issue, but a VM will be seen as a 3rd machine to the software. I don't recall how PT4 technically monitors license activations, but I know HM2 uses a license server that is accessed every time you run it -- if it sees you startup the 3rd instance, it will tell you to activate. You can switch your activations between as many computers as you like, but you can only have 2 computers activated at a time on a single license.

 

[Matt Vaughan]

Fair enough, thanks d'mo.

 

[pocketehs]

i asked that when i first got mine. its based on the number of computers so youd be able to add it to the Windows Parallel VM as it wouldnt count for a license.

 

[PokerTracker]

So you are saying that when Merge does fix the bug I will have to purchase PT4 to have a HUD? Please let us know when bugged is fixed if you are notified?

Merge fixed the hand history bug today, we confirmed it works on PokerTracker 4. There is another issue, separate from that bug, which we addressed in a recent PT4 release that was an improvement made by Merge - a new feature to the hand history. This will not be supported in PT3, and to be honest we don't know if this will break the PT3 hand history importer because we no longer test PT3 for compatibility - this is why we suggest moving on up to PT4, slowly but surely you will not be able to rely on the data from newer hand histories as sites add changes in PT3, because all of our development focus is on PT4.

 

[PokerTracker]

i asked that when i first got mine. its based on the number of computers so youd be able to add it to the Windows Parallel VM as it wouldnt count for a license.

I doubt they'd take issue, but a VM will be seen as a 3rd machine to the software.

Both of these answers are incorrect. We monitor concurrent usage, so if you exceed three computers used at the same time, we tag that as a license infringement. We take a very liberal approach, yet at the same time this assures that license codes are not shared "illegally". Our approach is much more lenient than the two answers above