PT4 (mac) not importing hands

[xerox teen]

Don’t know why but as of today my PT4 has stopped importing hands while I am playing (pokerstars). Was working fine previously, any suggestions?

Thanks

[kraada]

Please double check that PokerStars is set to save hands and that PT4 is set to import from the location where PokerStars is saving them. Sometimes when they push updates to their software those settings can get lost.

[xerox teen]

Please double check that PokerStars is set to save hands and that PT4 is set to import from the location where PokerStars is saving them. Sometimes when they push updates to their software those settings can get lost.

Yes, that is fine. Could you suggest any alternative reason? Thanks

[kraada]

Please enable logging via Configure -> Options -> Logging Enabled, restart PT4 and attempt to play while importing for a few hands. Then send us your log file via our support system - that will help us figure out what is going on here and get it fixed for you. You can find that file by clicking File --> Show User Data Folder in the main PT4 window - the file we need is the text file called PokerTracker4 that is in that folder.

[xerox teen]

Please enable logging via Configure -> Options -> Logging Enabled, restart PT4 and attempt to play while importing for a few hands. Then send us your log file via our support system - that will help us figure out what is going on here and get it fixed for you. You can find that file by clicking File --> Show User Data Folder in the main PT4 window - the file we need is the text file called PokerTracker4 that is in that folder.

Tried this, for some reason it is not allowing me to upload the file. When i click the ‘upload’ button it is unresponsive?

[chipandachair]

Try the Support Page in a browser, not in the Client… Hopefully they fix this immediately

[kraada]

Also make sure your log file is 5MB or less - if it's larger you can zip it and it should compress significantly.