Official PokerTracker Support Thread

  • Thread starter Thread starter PokerTracker
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Bob23bk said:
Adding myself into the equation, here are 15 documented requests for this feature! Brushing off BetOnline as a site 'too small for us too support' when people have been requesting support of a specific cardroom for 4+ years (that is still running, mind you) sounds an awful lot like 'the run around' if you ask me. As a company you should give the customers what they want and take the initiative to put more effort into developing business-business relations. If BetOnline says 'they are not interested' maybe it is due to unreasonable (in regards to their budget) demands for software development costs...

Please reconsider your stance on this subject.

THANKS 🙂
Click to expand...

I can assure you we have seen hundreds of requests for BetOnline, and I can also assure you that it is not on our agenda at this time. All new sites that are considered must be requested by the site itself, they have not communicated any interest.

- TT
 
Just so you don't feel personally attacked, let me take this opportunity to thank you for responding in an impressively expedient manner. Please do not be offended by my forthright criticism. 🙂

PokerTracker said:
I can assure you we have seen hundreds of requests for BetOnline
Click to expand...
I gave 15 examples and stated that MANY more could be found with a longer investigation than a first page google search. Forgive me for greatly underestimating the number of requests you've received.

PokerTracker said:
I can also assure you that it is not on our agenda at this time.
Click to expand...

I don't understand, maybe I misread this quote from your moderator 'WhiteRider' 2644 days ago. That's TWO THOUSAND, with 3 0's! (Or 7 years, 2 months, 28 days)

WhiteRider said:
We're keeping an eye on this and if it becomes big enough we'll definitely consider adding it.
Click to expand...

If hundreds of requests over 7+ years isn't 'big enough', what will it take? Are we nearing the thousand mark yet? Will it take 10,000? 😕

PokerTracker said:
All new sites that are considered must be requested by the site itself, they have not communicated any interest.

- TT
Click to expand...

This goes back to my previous post:

bob23bk said:
Brushing off BetOnline as a site 'too small for us too support' when people have been requesting support of a specific cardroom for 4+ years 7+ YEARS (that is still running, mind you) sounds an awful lot like 'the run around' if you ask me. As a company you should give the customers what they want and take the initiative to put more effort into developing business-business relations. If BetOnline says 'they are not interested' maybe it is due to unreasonable (in regards to their budget) demands for software development costs...
Click to expand...

On your forum your mod states 'When we spoke with BetOnline they were not interested' which sounds like you did actually take the initiative back in 2010 (kudos if this is fact)... Maybe something has changed in the past ~4.5 years, and even if not, maybe the HUNDREDS of customer requests would make such an inquiry worthwhile? To reiterate: As a company you should give the customers what they want

StevenM said:
they need to come to PokerTracker first.
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A pissing contest... Is that what it's really all about, which brand will bow down to which? PokerTracker is obviously the most respected and well-known HUD/tracking software. BetOnline has been in business since 2004, over a decade! (Although they have changed ownership) As an end-user, I don't care who contacted who first, I just want my software to work on the sites I play. I wouldn't be half as bothered if my cardroom choices weren't extremely limited by being located in the US; but that doesn't invalidate the fact that you've ignored hundreds of requests for a feature that you refuse to incorporate. If you haven't heard, BetOnline is the highest ranking site according to CardsChat... If PT software wasn't so awesome I wouldn't care! I will ask one more time...


PLEASE add support for BetOnline! :goodnight
 
I made $25 deposit there and got 150% first deposit bonus. I need to collect 500 Pop Points to unlock that bonus for just 30 days. I played some cash games and I collected 139.4 points. Yesterday I played just tournaments with buy-ins 6.5+0.65 fee, 4+0.4, 3.5+0.35 and some smaller...but today I see that I still have 139.4 Pop Points.
Is this strange because on their Terms & Conditions page I can't found nothing about that.
 
Bob23bk said:
Just so you don't feel personally attacked, let me take this opportunity to thank you for responding in an impressively expedient manner. Please do not be offended by my forthright criticism. 🙂


I gave 15 examples and stated that MANY more could be found with a longer investigation than a first page google search. Forgive me for greatly underestimating the number of requests you've received.



I don't understand, maybe I misread this quote from your moderator 'WhiteRider' 2644 days ago. That's TWO THOUSAND, with 3 0's! (Or 7 years, 2 months, 28 days)



If hundreds of requests over 7+ years isn't 'big enough', what will it take? Are we nearing the thousand mark yet? Will it take 10,000? 😕



This goes back to my previous post:



On your forum your mod states 'When we spoke with BetOnline they were not interested' which sounds like you did actually take the initiative back in 2010 (kudos if this is fact)... Maybe something has changed in the past ~4.5 years, and even if not, maybe the HUNDREDS of customer requests would make such an inquiry worthwhile? To reiterate: As a company you should give the customers what they want


A pissing contest... Is that what it's really all about, which brand will bow down to which? PokerTracker is obviously the most respected and well-known HUD/tracking software. BetOnline has been in business since 2004, over a decade! (Although they have changed ownership) As an end-user, I don't care who contacted who first, I just want my software to work on the sites I play. I wouldn't be half as bothered if my cardroom choices weren't extremely limited by being located in the US; but that doesn't invalidate the fact that you've ignored hundreds of requests for a feature that you refuse to incorporate. If you haven't heard, BetOnline is the highest ranking site according to CardsChat... If PT software wasn't so awesome I wouldn't care! I will ask one more time...


PLEASE add support for BetOnline! :goodnight
Click to expand...

There are two different approaches we could take. We could say avoid providing an honest answer by telling you its under consideration, but actually do nothing. Believe it or not, many users wish we would do that - they would rather have hope then know the truth. We think it is better to tell the truth however, it important to convey that it's not under consideration because the company you are requesting does not appear to be interested in working with us. Honesty is the best policy, we feel our users deserve to know the truth whenever we are in a position to disclose what we know. Of course this is a very simplistic answer for what is in reality too complex a topic for us to discuss on a public forum, but the simple answer does a good job of explaining why. As for our Mod's prior statements, everything they said was correct at the time of their posts. We cannot force BetOnline to make a decision, its up to them.

PS: "I can assure you we have seen hundreds of requests for BetOnline" was intended to explain that we have seen many requests, but in this case the number of requests would not matter because this is a decision for the network to make - not PokerTracker. I'm sorry if that was not communicated well by us, we were only trying to show that the decision is out of our hands. We cannot support networks that do not want to work with us, poker tracking is a two way street; we must work closely with all of the companies we add support for.
 
PokerTracker said:
There are two different approaches we could take. We could say avoid providing an honest answer by telling you its under consideration, but actually do nothing
...
We think it is better to tell the truth
...
As for our Mod's prior statements, everything they said was correct at the time of their posts.
Click to expand...

I appreciate your honesty, and I think you are right in assuming that shady conduct would result in a negative impression. I also appreciate you clarifying the mod's statements; I'm not trying to make a mountain out of a mole-hill but it's obvious why the previously quoted statements could be confusing.

PokerTracker said:
We cannot force BetOnline to make a decision, its up to them.
...
this is a decision for the network to make
...
We cannot support networks that do not want to work with us, poker tracking is a two way street; we must work closely with all of the companies we add support for.
...
Of course this is a very simplistic answer for what is in reality too complex a topic for us to discuss on a public forum
Click to expand...

I guess I have a hard time wrapping my mind around the fact that you can't code support for a site without help from the network. Is it due to the fact that their software doesn't show dealer chat like other networks, keeping up with updates without an insider perspective, or what? 😕 This is a rhetorical question, I'm no software engineer and this topic is too complex to fully explain here so feel free to ignore it so long as you understand what I'm getting at. :icon_thum

PokerTracker said:
I'm sorry if that was not communicated well by us, we were only trying to show that the decision is out of our hands.
Click to expand...

No, no... You and your mods have demonstrated excellent communication skills as well as stability and I must commend you again as this is far too rare in the online poker scene. Not to mention that you took all my harsh criticism in stride and realized that I'm only so frustrated because they have great value in freerolls and you offer an amazing product 😉 I realize that to get this issue any further we need to get BetOnline involved, but your suggestion of letting them know we want them to work with you isn't helping... If you've told hundreds of people to contact them and they still don't show any interest in working with you, I may have pointed the finger at the wrong party in this pissing contest. I was going to post a link here to the 'official betonline thread' but apparently they do not have one here on CC even though they are 'ranked #1'. Not only that, I couldn't even find an official rep here on CC to contact, and when I called them to inquire they told me that they don't even offer 'poker support' over the phone! 😕 So instead I will link to a thread titled Why does Cardschat recommend Betonline? and continue my conversation in the appropriate place. Thank you for your time and I hope that my input has helped you gain insight on the issue from a customer's POV. Now for an honest direct question about your software: My stats seem to be skewed by my first hand; PT4 doesn't seem to start tracking until after the first hand is folded. Since I wait for BB and often must fold, my chart gets further and further off-point the more tables I join as it misses that BB over and over... I've been counteracting this by using a 'dummy' buy-in on a tournament, is there any better way to resolve this issue? Thanks again for all your help 🙂
 
PT4 on 888 no hud

Hi,
as title suggest I am not able to let my PT4 HUD work on 888.
I lurked plenty of topics and advice on PT website and rdm forums.

It's regularly importing the hands cuz I am able to see them in "View today hands".
Seats preference is set up, lobby + HH are in english,

:-(

I am looking for a piece of advice to get out of this so annoying issue... help
 
Bob23bk said:
I guess I have a hard time wrapping my mind around the fact that you can't code support for a site without help from the network.
Click to expand...


PokerTracker supports networks that partner with us to develop tools to support their players. If the network does not wish to work with us, then we cannot support their software. There are both technical and legal reasons why this is necessary, the specific details are too complex for us to go into in a public forum - but this is our policy. I know this is not as complex of an answer as you hoped for, but you can rest assured we are doing all we can.
 
PokerTracker 4.13.2 AVAILABLE NOW!

Release notes dated April 22, 2015
Added:
  • Import: GTECH.it: Add support for ASCII codes for card descriptors
  • Import: GTECH.it: Add support for Straddled hands
  • Import: PokerStars: Add support for each entry in a re-entry tournament summaries
  • Import: PokerStars:Audit files: Added support for Spin & Go audit file imports
  • Import: Winning Poker Network: The buyin and fee for WPN Jackpot SNGs in both NL and PLO formats are now detected
  • Site: partypoker: Add 5-max preferred seat option
  • Tournament Editor: Add new "Clear all Places" and "Clear all Prizes" buttons
Changed:
  • Import: Full Tilt: Determine the prize pool in FTP Jackpot SNGs from the tournament summary
  • Import: GTECH.it: Ignore new text in hand history declarations
  • Import: GTECH.it: Add support for new tournament hand history format
  • Import: Change to display "Please register the Omaha version of PokerTracker in order to import Omaha hands" once per HH file when the registered version of PokerTracker 4 is Holdem only, and an Omaha hand is detected
  • Import: Winning Poker Network: Allow detection of Betcoin network tournament tables that share liquidity with WPN
  • HUD: GTECH.it: Hud detection for new GTECH.it poker client
  • HUD: PokerStars: auto-center hero at Sit&Go 3-max tables
  • Backup/Restore: The PokerTracker.cfg and GuiSettings.cf files will no longer be restored if it was created on a different operating system
Fixed:
  • Import: 888: No longer mark a hand as being canceled when only the bb and sb has been posted, and an opponent folds between the posting of the blinds
  • Import: 888: Allow the import of genuine 888 tournament hands with no hole cards, to compensate for a rare 888 hand history bug where the hole cards may be missing
  • Import: MPN (Microgaming): Address some scenarios where MPN hands were rejected for having an invalid pot size
  • Import: Full Tilt: Fix import error that could occur if a hand is Run Twice
  • Import: Full Tilt: Stop a hand from being imported as a "Split Pot” for the winner in the hand when there is an all-in and a returned overbet
  • Import: GTECH.it: Attempt to compensate for missing "hand.ended" line in the hand history when possible
  • Import: partypoker: Reject hand histories that were recorded with a side pot without a matching main pot due to a bug in the hand history format
  • Import: PokerStars: Improve bounty MTT SNG detection from emailed files to address differences in buyin nomenclature
  • Import: PokerStars: Fixed bug that caused an invalid pot size import error where there is a dead s+b, and everyone folded to the big blind
  • Import: PokerStars.fr: Address a scenario that can occur where 3rd place prize is not imported in a Steps tournament
  • Import: PokerStars:Audit files: Fix bug where a PokerStars tournament audit file could be flagged incorrectly as containing data errors during import (addressed in td.cfg3.84)
  • Import: Winamax: Address a scenario that can cause import errors when there are very similar player names in same hand
  • Import: Winning Poker Network: Improve reading of .dhh files to fix table import issues that can cause FL hands to be detected as NL
  • Import: Database: Improve the setting of flags that store Full House hand strengths during import *
  • Import: Database: Hand Strength: Improve detection of 2 pair hand strength on counterfeited boards during import *
  • Import: Stats: Open 4Bet stat no longer includes hands where player called then 4Bet *
  • Import: Address lockups that can occur from excessive import status messages
  • HUD: FullTilt: Rush Poker: Improve Rush Poker detection of the Hero to address issues that caused the display of incorrect stats and HUD rotation
  • HUD: partypoker: fastforward: Improve fast forward detection of the Hero to address issues that caused the display of incorrect stats and HUD rotation
  • HUD: PokerStars: Improve support for players with new badges
  • HUD: PokerStars: Implement a table detection fix reported by a PokerStars.eu player
  • HUD: PokerStars: Fix theme detection after recent PokerStars client changes
  • HUD: partypoker: FastForward: Optimize table scanning to ignore all non-fastforward tables
  • HUD: WPN: 3-max tournaments will now auto-center by default at all times, seating preferences will not override this default
  • Backup/Restore: Address a crash that could occur in OS X while asking for the PostgreSQL location during backup if PostgreSQL is installed in a custom non-standard location
  • Backup/Restore: Fixed a bug in OS X which was preventing backup/restore on optional files
  • Database Queries: Fixed an issue where the use of multiple databases could cause queries to not to cancel immediately when closing the relevant popup
  • Database Queries: Fixed an issue that could occur while using multiple databases while player names with apostrophe's exist that caused a "Query generated more than 10 rows" error
  • Equity Calculator: Run it Twice: Fill in correct board and dead cards when the equity calculator is invoked via replayer while the second board is displayed
  • Filters/Overview: Fix query error that occurred when filtering for ‘last X tournaments’ using ‘More Filters’ and also apply a sidebar filter like Game, Bet Type, Type, Flags, or Speed which this introduces a query error in Tournament Overview reports
  • Graphs: Personal Results with "Overlay Stats" the Sum Results option is no longer simple sum
  • Graphs: Personal Results: Graph "Sum Results" option is no longer a percentage sum
  • GUI: Database Management: Replace the ‘Name:’ label, which was incorrectly stored as an edit box
  • GUI: Report Filters: Fix bug that required clicking 'New' prior to save, after deleting final filter
  • Hand History Viewer: Run it Twice: Kill 1st board cards when displaying 2nd board odds
  • Hand History Viewer: Improve support for jackpot contributions in the replayer and hand history viewer
  • Network: Address errors that can occur when http connections fail temporarily that could have prevented new connections to PokerTracker servers
  • Operating System: Mac OSX: Fix issues that caused a memory leak within WindowServer under Yosemite while the HUD is running
  • Range Selector: Omaha: Fix the range percentage displayed when wildcards are used
  • Replayer: Fixed sidepot bug in hands with all-in on ante that caused an ICM pot checksum err
  • Replayer: Run it Twice: Kill 1st board cards when displaying 2nd board odds
  • Reports: Further improvements of sorting by stake
  • Reports: My Reports: Fix a query error that can occur while using a Player Expression filter
  • Reports/Stats: Fix the summary line for "Average Finish" stat in reports which have non-single-tournament grouping
  • Stats: ICM: Allow ICM Diff stats when hero is not involved in the pot
  • Stats: Stop new stats from uses Color Conditions from the previously selected stat
  • Stats: Fix to allow My Currency Avg Buy-In to always use global currency
  • Stats: Fix missing database field "tourney_summary.hand_no_end", causing query errs in Hand/Net Won Stats *
  • Stats: Assure that new Hand columns are not flagged as cacheable
  • Statistics Editor: Colors: Tracker "tick" not moved when changing the order of color conditions
  • ICM/Tourney Detect: ICM calc fixes to address FIFTY50 and BOUNTY tournaments
  • Tournament Detection: 888: Determine SNAP rebuys from the tournament summary
  • Tournament Detection: Merge: Allow Equity/ICM calculation in select Merge 6-max STTs
  • Tournament Detection: FIFTY50 results will now report finishes as 1,2,3,4,5

* This update will only affect newly imported hands, to apply this change retroactively please re-import any hand that would be affected by this issue. We do not advise reimporting your database unless it is absolutely necessary for compliance.
** Due to a change in PokerTracker 4 version numbering system, users cannot revert to versions of PT4 prior to 4.13 without risking the loss of all customizations such as HUD profiles, reports, and custom stats.
 
It takes an absurd amount of time for my hand histories to load on poker tracker. This makes reviewing a real pain. Is that normal?
 
I figured out that I can just load them again while I'm reviewing which is speeding things up...
 
or3o1990 said:
It takes an absurd amount of time for my hand histories to load on poker tracker. This makes reviewing a real pain. Is that normal?
Click to expand...

Too many factors for us to comment on, it depend son the report ypu are using, the filters enabled, how many hands your reviewing in the report, your memory, hard drive and processor - etc etc etc. If you send us a pokertracker4.log file from a session where you attempted to review your hand histories we can determine the time it took, as well as the cause - and then provide guidance accordingly. To do this create a support ticket on our website by selecting Support > Contact Us.

or3o1990 said:
I figured out that I can just load them again while I'm reviewing which is speeding things up...
Click to expand...

We do not understand, please elaborate.
 
We do not understand, please elaborate.
Click to expand...

When I am reviewing my hands in the replayer I have to click remove filters and return to root in order to see all of the other tournaments I was viewing. After clicking that it takes around 5 minutes or more sometimes to load a months worth of tournaments.

If I just remove the filter before reviewing the tournament in the replayer it's done loading before I'm done reviewing. Problem solved, thanks for the speedy reply.
 
sit-out stats pokertracker

I'm currently sitting on some tournament tables and there are a few sit outs as it is a freeroll, however pokertracker is counting these hands and giving these guys 0 VP, etc over a fair amount of hands. Is there some way of fixing this?
 
Just noticed - BIG PROBLEM FOR ME NOW!!!!

I have just upgraded my PT4 to full version a couple of weeks ago.
This is the first time I am using it - in BIG GAME - SCOOP $109 BI - and the HUD is not working -
the hands are recorded - but look below that is all I am getting in the HUD
I am desperate - if anyone sees this and knows something please help
 

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vegasjj said:
Just noticed - BIG PROBLEM FOR ME NOW!!!!

I have just upgraded my PT4 to full version a couple of weeks ago.
This is the first time I am using it - in BIG GAME - SCOOP $109 BI - and the HUD is not working -
the hands are recorded - but look below that is all I am getting in the HUD
I am desperate - if anyone sees this and knows something please help
Click to expand...

Just to let you know... do not ask how - as I don't have a good answer but it seems that the problem did go away. 😕
 
PT4 HUD problem

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

Whats wrong?
Click to expand...

Full Tilt is the same way. They don't allow Poker Tracker to save the hand histories. The files are temporary so that Poker Tracker can store them, but they aren't kept on your disk.
 
Aceplayer55 said:
Full Tilt is the same way. They don't allow Poker Tracker to save the hand histories. The files are temporary so that Poker Tracker can store them, but they aren't kept on your disk.
Click to expand...
The hands I'm playing on pokerstars aren't showing up in the PT4 database since this happened... And my HUD won't work.
 
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.
 
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.
 
dodgebullets said:
The hands I'm playing on pokerstars aren't showing up in the PT4 database since this happened... And my HUD won't work.
Click to expand...

My only guess would be that you need to make sure that pokerstars stores hands in the same location as pokertracker is looking for them. Though the hands arent saved permanently on your disk, they are temporarily there for the HUD.
Also you would certainly get a faster response from pokertracker support at their forum. They have 3 moderators who post many times a day.
 
individualequal said:
I'm currently sitting on some tournament tables and there are a few sit outs as it is a freeroll, however pokertracker is counting these hands and giving these guys 0 VP, etc over a fair amount of hands. Is there some way of fixing this?
Click to expand...

Please send us the tournament hand history file via the PokerTracker Support system so that we can look into and resolve this issue.

vegasjj said:
Just to let you know... do not ask how - as I don't have a good answer but it seems that the problem did go away. 😕
Click to expand...

It's possible that old hand histories were in your hand history directory and PokerTracker had to process those hands first in order to get to your current/live hands in order to display the HUD.

If this happens again, go through the PokerTracker Setup Assistant. Tools -> Setup Assistant. Step through each step by clicking next and at the end, all of your old hand histories will be imported to ensure that your hand history directory is clean so that new hands get imported immediately and your HUD will display.

Best regards,

Derek
 
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