Official PokerTracker Support Thread

[PokerTracker]

My laptop died in the middle of a session the other day and when i restarted it all my Pokerstars settings had been reset to the defaults.
So I re-checked the "Save my hand history" option and saved it under:

C:\Users\anonymous\AppData\Local\PokerStars\HandHistory\anonymous\

In pokertracker 4 in the Import Configuration window it says "Pokerstars is not configured to save hand histories to disk."

Whats wrong?

If hands are importing then you can disregard the "pokerstars is not configured to save hand histories to disk" message. If hands are not importing and your HUD is not displaying then make sure that the hand history directory configured in PokerStars exactly matches what is configured in PokerTracker.

PokerStars Configuration Guide - Hand Histories

If all else fails, start PokerTracker 4 with Logging Enabled, play an orbit on PokerStars to replicate the issue then immediately send us your PokerTracker4.log file via the PokerTracker Support system and we'll help.

Guide: How to Create & Submit a PokerTracker4.log File

Suggestion - I am doing a lot with the "My Reports" now. It would be really handy if you could right click and have "Replay Hand" or "Replay All Hands in Report", just like you can in "Results".

CTRL-A (Windows) or Command ⌘-A (Mac) selects all of the hands in the report. Right-click and Replay All Hands.

Just wondering if it has ever been looked at to correctly track the pko (progressive knock-out) games on pokerstars. I havn't seen any mention here that I can recall as to there being issues, however it doesn't track the ko's in a progressive nature but instead does so in a typical fixed $$ for ko's which can greatly throw off the tracked results.

Perhaps I have missed it already being inquired about along the way but just thought I would see where the stand is on them, I would imagine its a bit complex to probably pick them up correctly besides from a tourney summary maybe and would essentially have to track it as # of ko's and total bounty $$ won vs the typical each bounty is worth a fixed amount.

Thanks in advance for any info you could provide.

To be honest, I do not recall. Let me speak with the rest of the team when they work today and I will get back to you on this.

Do we still have support here from PT4?

Last post is from April 27... it seems like he used to stop in apx about at least once a week...
Hope he will be around - this was excellent support.

Hi. We're short staffed during the wsop with staff taking time off to play. We'll try to continue checking CardsChat weekly and answering questions but it may be slightly slower for a bit. If urgent, either PM us (so that we receive an email notification) or contact us via the PokerTracker Support system or PokerTracker forums and we'll quickly answer/resolve any issues.

Best regards,

Derek

 

[vegasjj]

Derek

Thanks for the explanation of the problem and the suggestion!
and
Real happy you are around! WOOHOO!
(totally understand the longer response time)
If you playing - wish you best of luck!

 

[Kylewashere1]

Call me stupid.

Hey, last week I purchased poker tracker 4, today I purchased table tracker, however haven't got a clue how to get started? Nothing downloads, so where is it?
Thank you!

 

[Bob23bk]

Hey, last week I purchased poker tracker 4, today I purchased table tracker, however haven't got a clue how to get started? Nothing downloads, so where is it?
Thank you!

In the PT4 menu bar (File, Configure, etc.) click on PokerTracker+ then TableTracker

 

[PokerTracker]

Hey, last week I purchased poker tracker 4, today I purchased table tracker, however haven't got a clue how to get started? Nothing downloads, so where is it?
Thank you!

As Bob23bk points out TableTracker isn't separate software but rather built into your PokerTracker4 - you may like to have a look at our TableTracker guides: https://www.pokertracker.com/guides/TT

If you run into trouble or just have questions about things we'd be happy to help if you'd like to open a support ticket here (this can be done as a guest, it doesn't require a pokertracker.com account): https://www.pokertracker.com/contact/newticket.php?cat_id=1269

 

[BluffMeAllIn]

So, what's the situation with WPN imports these days. I noticed the hud stopped working a little while back, due to changes they made to their hand history however even without the hud working had someone mentioned to me it looked like the import was at least picking up the buyin and placing and winnings and such. PT4 changes to get the hud to work again with the new hand history and now mtt's are not having any info picked up again?

Played 4 mtt's on there last night all import as 0$ and no finish information etc. Am I missing something or did the changes required to compensate for their new hh format break the changes that were made in recent updates to better import their tournies?

 

[n8leagr8]

So, what's the situation with WPN imports these days. I noticed the hud stopped working a little while back, due to changes they made to their hand history however even without the hud working had someone mentioned to me it looked like the import was at least picking up the buyin and placing and winnings and such. PT4 changes to get the hud to work again with the new hand history and now mtt's are not having any info picked up again?

Played 4 mtt's on there last night all import as 0$ and no finish information etc. Am I missing something or did the changes required to compensate for their new hh format break the changes that were made in recent updates to better import their tournies?

Just wanted to echo this. The HUD was working for me previously, then became spotty about 48 hours ago. Worked for cash games but did not display/import any data from several SnG's and tournaments. Worked for the Jackpots, then stopped working completely.

 

[PokerTracker]

For the WPN HUD trouble, they made a change recently which we've addressed with a new PokerTracker4 release. To upgrade you can click and download this: https://www.pokertracker.com/products/PT4/download.php?file=PT-Install-v4.13.5.exe

Reboot your computer, do not start Pokertracker4 or uninstall it, and run the upgrade installer.

For the tournament results situation you can send us the hand history file via our support system and we'll see what we can do. We do the best we can with the information available from WPN but unlike many other online sites WPN provides little to no finishing information.

Results in your PokerTracker4 can always be manually updated using this guide: https://www.pokertracker.com/guides...tion#updating-tournament-information-manually

 

[BluffMeAllIn]

thx for the quick response, can have a look this evening at the hh and see if anything in there. It just seemed strange that when the hud wasn't working it was picking some stuff up, but i might have has something off and it was picking up some old stuff I had manually updated.

I guess we should really be after WPN to provide a better hh or tournament summary so we can get it properly into pt4 , because ain't no one wanna manually update if they are putting in any amount of volume....a few tournies here and there is no problem but once it starts hitting double digits even everyday its just going to start being too much extra work at the end of a session that could be better spent.

Thanks again.

 

[dj11]

The last upgrade solved the problem for me.

 

[Shempstir]

I just purchased PT4 and can not Validate my email address. I have sent it and resent it several times. Tried contacting customer support but get no answer because my email has not been validated. I have check my junk mail and their is nothing there either. Is there another way to contact PT4 customer service.

 

[HoldemManager]

Did you open a Support Ticket with them here - https://www.pokertracker.com/contact/PT4

You do not need to be logged in to do so.

Fozzy71
Customer Support

 

[Shempstir]

Yes I sent a support ticket but with out an email validation I can not check it.
If they can not send me a email to validate my account how are they going to contact me about my support ticket?

 

[HoldemManager]

Did you get an email when you created your pokertracker.com account with a link you need to click/follow to activate? Check your junk/spam inbox as your email provider may have filtered it there.

You should have got a similar email when creating a support ticket with the ticket number. Do you have the ticket number?

If you can't find either email please create a new thread on the pokertracker forum where one of their guys can help you in a more timely and efficient manner as I don't technically do PT support, I was just trying too help out and relay some suggestions from one of their guys via skype since their rep that normally posts on here is off for the WSOP.

Fozzy71
Customer Support

 

[Shempstir]

Did you get an email when you created your pokertracker.com account with a link you need to click/follow to activate? NO

Check your junk/spam inbox as your email provider may have filtered it there.YES

You should have got a similar email when creating a support ticket with the ticket number. Do you have the ticket number?NO I can not access "My Support Ticket"

If you can't find either email please create a new thread on the pokertracker forum where one of their guys can help you in a more timely and efficient manner as I don't technically do PT support, I was just trying too help out and relay some suggestions from one of their guys via skype since their rep that normally posts on here is off for the WSOP.
Cannot post on your Forum until my email has been validated.

Fozzy71
Customer Support

There should be another way to contact customer support. :deal:

 

[Shempstir]

Does anybody have the email address to customer support for pokertracker? I would like to try and send them a email from my email account to try and start fixing my problem.
I am not make any head way with there automated system.

 

[Shempstir]

Does anybody have the email address to customer support for pokertracker? I would like to try and send them a email from my email account to try and start fixing my problem.
I am not make any head way with there automated system.

Never mind I found the email address.

 

[Shempstir]

Did you get an email when you created your pokertracker.com account with a link you need to click/follow to activate? Check your junk/spam inbox as your email provider may have filtered it there.

You should have got a similar email when creating a support ticket with the ticket number. Do you have the ticket number?

If you can't find either email please create a new thread on the pokertracker forum where one of their guys can help you in a more timely and efficient manner as I don't technically do PT support, I was just trying too help out and relay some suggestions from one of their guys via skype since their rep that normally posts on here is off for the WSOP.

Fozzy71
Customer Support

I found the Support Ticket number (167683) at the bottom of the Community Home page. :deal:
I also filled another support ticket which is : 167749

 

[HoldemManager]

I found the Support Ticket number (167683) at the bottom of the Community Home page. :deal:
I also filled another support ticket which is : 167749

this is a reply to your first ticket:

I have resent the activation email to you at justlqqn@sbcglobal.net. If you are not receiving our messages please make sure that support@pokertracker3.com is in your whitelist. If our emails are not arriving even in your junk/spam folders then your email provider may be blocking them.

If you can see the ticket number in the community page then you should be able to get to the ticket from there too, i think. According to the PT4 rep you have replied to the same ticket a few times, so you must be able to see it. If you are not getting the emails/replies from the ticket then it must be an issue with your email provider and that is something we can not help with so if you can't solve it please continue with support on the pt.com forums.

Fozzy71
Customer Support

 

[Shempstir]

this is a reply to your first ticket:

I have resent the activation email to you at justlqqn@sbcglobal.net. If you are not receiving our messages please make sure that support@pokertracker3.com is in your whitelist. If our emails are not arriving even in your junk/spam folders then your email provider may be blocking them.

If you can see the ticket number in the community page then you should be able to get to the ticket from there too, i think. According to the PT4 rep you have replied to the same ticket a few times, so you must be able to see it. If you are not getting the emails/replies from the ticket then it must be an issue with your email provider and that is something we can not help with so if you can't solve it please continue with support on the pt.com forums.

Fozzy71
Customer Support

I can see the ticket and I can responded to the tickets thru the community page in PT4, but I can not use the forum until I validate my email. I have been looking on my side and have not found no where that it should be blocked. Oh yea the ticket you are referring to has been close by PT4.

 

[Martin]

Hi there, I've been getting this message everytime I try to start PT4 since yesterday, to my knowledgs nothing has changed in my set up or pc, I tend to leave that stuff well alone, I generally do a weekly scan on my pc with advanced system care without any issues to PT4. Any ideas what it means?

https://gyazo.com/d0ae82b9c0edfe4a65170810d4735156I've clicked on configure details and get this

https://gyazo.com/8495481388efaf11f460fc7fb9cb2bcb
Then click on connect and nothing happens.

 

[ConDeck]

I'm not that good at the technical side of things but I used to get the same issue with HM2 and my firewall had decided to block PostgreSQL from accessing the server. I had to manually add it in as allowed.

There are instructions online for each anti virus software ( both HM2 and PT4) for this exact fault. Mid you copy and paste the message Ito Google it should come up on the first hit

Edit: just seen this was in the official support thread, wasn't playing full attention on my phone. There will be people far more capable of advising you here than me I'm sure

 

[HoldemManager]

Hi there, I've been getting this message everytime I try to start PT4 since yesterday, to my knowledgs nothing has changed in my set up or pc, I tend to leave that stuff well alone, I generally do a weekly scan on my pc with advanced system care without any issues to PT4. Any ideas what it means?

I've clicked on configure details and get this

Then click on connect and nothing happens.

Please check the PostgreSQL Troubleshooting Guide and if you still have problems please create a support ticket so their support team can assist you.

Regards,

Fozzy71
Customer Support
Hold'em Manager

 

[BluffYou123]

I have an issue when I am finished my session. When I press "Stop Getting Hands", it takes forever for PT4 to finish importing and I also get lots of duplicate hands. Only thing I've done differently is play some Spin & Gos. When I finally get PT4 to close, when I open it again, it seems to start importing the same hands again and again, takes a long time to close.

 

[RDB]

I have an issue when I am finished my session. When I press "Stop Getting Hands", it takes forever for PT4 to finish importing and I also get lots of duplicate hands. Only thing I've done differently is play some Spin & Gos. When I finally get PT4 to close, when I open it again, it seems to start importing the same hands again and again, takes a long time to close.

Please restart PokerTracker 4 using the logging enabled link on your Start Menu, reproduce this problem and then report it via our support system with the log file. You can find that file by clicking "File --> Show User Data Folder" in the main PokerTracker 4 window - the file we need is the text file called PokerTracker4 that is in that folder.