Issues with Pokertracker for Ignition

[km7893]

Hi,

I recently installed pokertracker 4 for Ignition on a new computer. I had used ignition with pokertracker 4 and the hand grabber on another computer without issues for around 4 years, but I configured it so long ago that I don't really remember what I did to make it work properly. But this time around I've had all kinds of issues. I think the ignition card catcher is working properly because it always accurately reflects what tables I am on, so I think the pokertracker 4 part is not working right. For the configuration of pokertracker4 I went to 'site and import options' and entered in the folder: C:\Program Files (x86)\Ace Poker Solutions\Ignition Card Catcher\Handhistories in the 'directories configuration' box. There are hand history files in that folder so I know something is working right, but not sure what % of the hands I've actually played are making it to that folder. That folder is entered into the 'ipoker network' configuration--I'm not sure why its that and not ignition but I vaguely remember that from before.

Here are some issues I've had with Poker Tracker 4:
1) sometimes I load 4 cash tables and the Hud is working somewhat properly where each players statistics is displayed in the little black boxes on the tables. However when this does happen, the statistics stop updating after a few hands. sometimes it seems like hands are still being caught/processed because the stats in my poker client session will keep updating for a while longer after the on table statistics stop updating, but not always, and it usually doesnt last long.
2)even in the initial sessions where it was working semi properly, if I exited a table and loaded a new table for cash games, it would never even start to update on table statistics or in the pt4. Fresh tables were never being processed/caught/whatever
3) Tournaments would mess everything up. My hud would update when I would buy in for a tournament but no matter the result it never really updated what place I got, whether I finished ITM or not, etc.
4) Any time I close out PT4, it says 'not responding' and has to crash in order for me to exit out of the program. That never happened on my previous pc

When I played on my first computer I only played cash games so I'm not sure if the combination of cash and tourneys would have caused issues, but now even cash only sessions have the aformenetioned 1 and 2 errors.

Can anyone advise on these issues in order to get pt4 working?
Thanks

Can someone advise on how to get PT4 working properly?

[Flag_Hippo]

I recently installed pokertracker 4 for Ignition on a new computer. I had used ignition with pokertracker 4 and the hand grabber on another computer without issues for around 4 years, but I configured it so long ago that I don't really remember what I did to make it work properly. But this time around I've had all kinds of issues. I think the ignition card catcher is working properly because it always accurately reflects what tables I am on, so I think the pokertracker 4 part is not working right. For the configuration of pokertracker4 I went to 'site and import options' and entered in the folder: C:\Program Files (x86)\Ace Poker Solutions\Ignition Card Catcher\Handhistories in the 'directories configuration' box. There are hand history files in that folder so I know something is working right, but not sure what % of the hands I've actually played are making it to that folder. That folder is entered into the 'ipoker network' configuration--I'm not sure why its that and not ignition but I vaguely remember that from before.

If your hand converter is outputting hands in an iPoker format then the hands will import as iPoker hands in PokerTracker 4 and the hand history folder will need to be setup in PokerTracker 4 under that site. As far as I am aware that converter can use other formats however the Ace Poker Solutions card catcher isn't our product and we don't provide support for it here.

Here are some issues I've had with Poker Tracker 4:
1) sometimes I load 4 cash tables and the Hud is working somewhat properly where each players statistics is displayed in the little black boxes on the tables. However when this does happen, the statistics stop updating after a few hands. sometimes it seems like hands are still being caught/processed because the stats in my poker client session will keep updating for a while longer after the on table statistics stop updating, but not always, and it usually doesnt last long.
2)even in the initial sessions where it was working semi properly, if I exited a table and loaded a new table for cash games, it would never even start to update on table statistics or in the pt4. Fresh tables were never being processed/caught/whatever
4) Any time I close out PT4, it says 'not responding' and has to crash in order for me to exit out of the program. That never happened on my previous pc

What you are describing sounds like a configuration or database issue. So we can see what's going on here and advise you accordingly please turn on 'Enable Logging' in PokerTracker 4 via 'Configure -> Options' and then restart PokerTracker 4. Next reproduce the problem and then attach your support bundle to a Support Ticket where a technician can review your log file. The support bundle is created via the 'File -> Create Support Bundle' menu option in PokerTracker 4. If PokerTracker 4 is not responding then what you will need to do instead is grab the log file from here:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\PokerTracker4.log

To access the log file open File Explorer in Windows and enter the following in the address bar:

%localappdata%\PokerTracker 4\Logs

The file we need will be the text file called 'PokerTracker4' or 'PokerTracker4.log' that is in that folder. One thing to note is that every time you close/restart PokerTracker 4 it will begin a new log so you'll want to save/send that PokerTracker4.log file before restarting PokerTracker 4 again.

3) Tournaments would mess everything up. My hud would update when I would buy in for a tournament but no matter the result it never really updated what place I got, whether I finished ITM or not, etc.

Tournament results are not available in generated hand histories so these Ignition tournament results will need to be manually updated:

Guide: Updating Tournament Information Manually

[km7893]

Thank you for the quick and helpful reply. I just went through the few steps to generate the 'pokertracker4' file and I attached it to the support ticket and then clicked submit, but it keeps saying 'please doublecheck the email is correct, otherwise we won't be able to get into contact" whenever I submit. I triple checked the email though and it is my full correct email, so not really sure what the holdup would be? Or maybe it's being submitted when I click submit? I

[Flag_Hippo]

You will get confirmation when the ticket is submitted. If it's not submitting please make sure you have filled in all fields:

Product Version
Support ticket subject
Message box (with a description of the issue)

If you are trying to submit a ticket and any of those are not filled in it will not submit.