Hand Grabber not importing all hands of Sit and Go/no EV

[Sentient Ape]

The past 2 days the ignition hand grabber will not keep track of all hands in heads up sit and gos, and will not show my EV in pokertracker. My HUD is working fine, but the import is broken it seems. Anyone else having issues?

Also, is there a better place to ask this question like to a support team or such. I have the low stakes subscription. Thanks for any help!

[Flag_Hippo]

So we can investige this please enable logging in PokerTracker 4 via 'Configure -> Options -> Enable Logging' and reproduce this issue you have described. Next select 'File > Open User Data Folder' in the PokerTracker 4 menu and open the 'Logs' folder in the window that appears. Compress all of the files there (not the Archive folder, just the files) and attach that to a Support Ticket along with the generated hand history files for the session. If you haven't stopped auto import yet the hands will be in PokerTracker 4\HandHistory\Ignition but after that they'll be moved to your \PokerTracker 4\Processed folder and you can also access those locations via the 'File -> Open User Data Folder' option in PokerTracker 4.

[Sentient Ape]

So we can investige this please enable logging in PokerTracker 4 via 'Configure -> Options -> Enable Logging' and reproduce this issue you have described. Next select 'File > Open User Data Folder' in the PokerTracker 4 menu and open the 'Logs' folder in the window that appears. Compress all of the files there (not the Archive folder, just the files) and attach that to a Support Ticket along with the generated hand history files for the session. If you haven't stopped auto import yet the hands will be in PokerTracker 4\HandHistory\Ignition but after that they'll be moved to your \PokerTracker 4\Processed folder and you can also access those locations via the 'File -> Open User Data Folder' option in PokerTracker 4.

Thank you, I will do this!