How to Submit a Bug Report

When you create a support ticket please give as much detailed information about your issue as possible.

_{Tip! Make sure you specify your operating system and the exact version number of PokerTracker 4 that you are using - you can see this in the title bar of PokerTracker 4.}

What information and attachments you should include in the ticket depends on exactly what the problem is, but please explain clearly what the problem is and what steps you take to reproduce it (if you see it consistently) or what you were doing just before you experienced the problem.

Include as much detail about the problem as possible, including the time, hand numbers or table names, or exactly what report you are using, etc.

If your problem involves hand import errors or you are submitting a ticket for a HUD problem and have played a short session you should attach the hand history file(s) to the ticket.

You can normally find your hand history files in the hand history folder for the site, but after you click 'Stop Getting Hands' they will be moved to the 'Processed' folder.

To access the default Processed folder location use the PokerTracker 4 menu File > Open User Data Folder, or navigate there directly.
The default locations are:

• Windows: %localappdata%\PokerTracker 4\Processed
• macOS: ~/Library/Application Support/PokerTracker 4/Processed

_{Tip! For more information on the 'Move Processed Files To' option and to see where the files are moved to see the Tutorial: Automated Hand History Importing.}

When you have found the relevant hand history file(s) you can attach them directly to the ticket, or if there are multiple files then zip/compress them and attach the zip to the ticket.

If you have a problem related to PostgreSQL, such as problems starting or connecting to the service, creating databases, etc., then you should also attach a few log files from around the appropriate time from the PostgreSQL logs folder:

Windows: 

The PostgreSQL logs in the Windows operating system are located at: C:\Program Files\PostgreSQL\x.x\data\pg_log

Mac OS X:

The PostgreSQL logs in the OS X operating system are located at: /Library/PostgreSQL/x.x/data/pg_log/

This folder's permissions are set to only allow access to the 'postgres' user.  To access these files you need to temporarily give Read permission to 'everyone'.

1. From the Mac OS X Finder menu click Go> Go To Folder (SHIFT-CMD-G)
   
2. Type /Library/PostgreSQL/ and click Go
   
3. Double Click the folder that matches your PostgreSQL version number. The example below shows PostgreSQL 9.0 installed.
   
4. Right-click the Data folder, and select Get Info.
   
5. Click the lock icon on the bottom right hand side of the data Info window, and enter in your OS X User Password, this is necessary to allow you to make changes to this folder's permissions.  Under Sharing and Permissions change the everyone group's Privilege permissions from No Access to Read only.  Leave the data Info window open until we are done collecting the Postgres log files, we will need to revert the permissions to No Access in the final step. 
   
6. Open the Data folder, the double click the pg_log folder to open it.
   
7. Change to the list view in the Finder, the sort by Date Modified.  Copy the log files which represent the date of the problem to your desktop by selecting the files, click CMD-C to copy the files, then click on your desktop and click CMD-V to paste the files to your desktop (you may need to enter your OS X user password once again)
8. Return back to the data info folder, Under Sharing and Permissions change the everyone group's Privilege permissions from Read only back to No Access. You can now safely close the data Info window.

IMPORTANT OS X REQUIREMENT: Once you change permissions for the PostgreSQL data folder and have retrieved the files you need to submit to PokerTracker Support, then you must change the permissions back to their original state in order to be able to use PostgreSQL. The database server will not run until these permissions have been returned to their original state, PostgreSQL is required to access the PokerTracker 4 database.

Please zip/compress the PostgreSQL log files before attaching them to your Support Ticket.

Often it is helpful to attach files to a support ticket, whether these be PokerTracker 4 log files, PostgreSQL log files, hand histories or screenshots, or anything else that you need to share to help our support team find a solution to your problem.

Tip! You cannot attach files of over 10MB to a support ticket.

Most files that you need to attach to a ticket should not be that large, but if you need to attach a large file or multiple files the best way is to zip/compress them first and then attach the single zip file.

To attach files for upload with your ticket you can use this field which is below the text entry field on the ticket page.

You can either:

• Drag files directly from Windows Explorer, or Finder on macOS, and drop them in the box in your browser;
• Click the box and then in the window that opens select the files you want to attach, then click Open;

If any of the files you tried to add cannot be uploaded (if they're of an unsupported file type or are over 10MB for example) you will be shown an error message like this:

The files which can be uploaded will be shown, with the option to remove them from your ticket again by clicking the Delete button.

You can add multiple files at once, or you can add further files again afterwards in the same way.

There is a limit of 10 files in a single message so if you need to attach more files than that please zip/compress them first, then attach the single compressed file.

If you want to attach another file repeat the above steps, but otherwise finish off your message and re-read it to make sure it explains your issue before clicking Submit Ticket.