How to Submit a Bug Report

PokerTracker 4 version 4.x
November 8, 2017
  • Overview

    In the event that you have an issue with PokerTracker 4, or experience a crash, you are encouraged to submit a Support Ticket.  This allows the PokerTracker 4 support team to learn about your issue, and to provide a resolution.  To make is easier for you to review all answers for your support requests, we suggest that you log into your PokerTracker.com account prior to submitting a Support Ticket.

  • Before Submitting a Bug Report

    If you have a problem with PokerTracker 4 there are a few things to check:

    • Update to the latest version of PT4 to see if your issue has already been fixed.
    • Search the PokerTracker forums as often your problem will already have been addressed and you may find a solution there.  Use the Search function at the top right of the forum

      PokerTracker 4 Forums Search
    • Look through the other Guides, Tutorials and Frequently Asked Questions documents on this website.  In particular the Import Troubleshooting and HUD Troubleshooting guides will help with a good number of problems.

    If you don't find a solution post your question in the appropriate forum - ALL PokerTracker 4 issues should be posted in the PokerTracker 4 section, including HUD issues.

    If you have a specific problem, or if you have been asked to by support, you should report it using the PokerTracker Support system.

    If you had logging enabled at the time please attach the normal PokerTracker4.log and PokerTrackerHUD4.log files (BEFORE restarting PT4) to the ticket and describe what you were doing before the problem occurred, and exactly what the problem is. The more information you can give us the easier it will be to establish and fix the problem.  See below for more information on how to take screenshots and find and attach log files and hand histories.

    If you experienced a crash and the PT4 application requested that you send your crash log when you restarted PT4 please use the automated interface to submit your crash logs; our developers need these logs to determine the cause of the crash and prevent future issues.  Please give us as much information as possible about what you were doing in the run up to the crash.

     

    Windows:

    • All log files are written to the PokerTracker User Data Folder which is located at C:\Users\USERNAME\AppData\Local\PokerTracker 4
    • All processed hand history files are stored in C:\Users\USERNAME\AppData\Local\PokerTracker 4\Processed

    The User Data Folder can be opened selecting Open User Data Folder from the PokerTracker 4 file menu.

    Open User Data Folder

    Mac OS X:

    • All log files are written to the PokerTracker User Data Folder which is located at  /Users/USERNAME/Library/Application Support/PokerTracker 4/
    • All processed hand history files are stored in /Users/USERNAME/Documents/PokerTracker/Processed/

    The User Data Folder can be opened selecting Open User Data Folder from the PokerTracker 4 file menu.

    Alternativly you can open the User Data Folder from the Mac OS X Finder

    • Access the Mac OS X Finder
    • Click CMD-SHIFT-G and then type ~/Library/Application Support/PokerTracker 4
    • Click Go

    Open User Data Folder

     

  • Submitting a Support Ticket

    When you create a support ticket please give as much detailed information about your issue as possible.  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 PT4.

     

    PokerTracker 4 Version Number

    If this isn't the latest version of PT4 please try updating to the latest version before reporting your problem.

    See the PT4 Build History / Release Notes and the Download page to find the latest.

     

    What 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 times, hand numbers or table names, etc.

     

    As well as describing your issue in words, you can attach files to the ticket to illustrate the problem.
    Which files you should attach depends on your problem.

    • The most useful files are normally the main log files.
      • PokerTracker4.log
      • PokerTrackerHUD4.log
      Click here for information on generating and finding these log files.
    • If your problem involves importing hands you should attach the hand history files too (details).
    • In some cases a screenshot of the issue will help to explain what the problem is (details).
    • If you have problems related to PostgreSQL please attach the relevant PostgreSQL log files (details).

    Before attaching files please zip/compress them (details).

    To attach files to a ticket you can drag and drop files from Windows Explorer or Finder on OSX into the box below the text entry field, or click in the box and then select the files in the window that opens.

    Click here for more help attaching files.

    When submitting log files please keep them as simple as possible - restart PokerTracker 4 to reset the log files then reproduce the problem as simply as possible and send the log files soon after this.

    Note the time you see the problem and any other useful information like table or player names affected.

    For example, if you have have problems with the HUD please enable logging and restart PokerTracker 4.
    Play a short session (maybe 20 or 30 hands) on a single table (or as few tables as you need to show the problem).
    At this point, and BEFORE you restart PT4, attach your log files along with the hand history file for the session and a screenshot of the table to illustrate the problem.
    Please tell us your player name and identify any other players that are affected by the issue.
    Also note the time you see the problem and what table(s) it was at if you need to have multiple tables open.

    If you were previously discussing the issue in a thread on the forum please include a link to the thread so that we can find it.

    When you are ready to send your ticket please re-read it to make sure that it explains your problem clearly and then click the Submi Ticket button.

    When you have submitted your ticket you will get an email confirmation.
    From here you can link back to your ticket, or you can reply directly via the email.

    Alternatively you can look up any of your existing tickets by signing into the PokerTracker website, going to "My Account" and then "My Support Tickets"

    My PT4 Support Tickets

    When you view your ticket in the web page you can reply in the same way that you originally created the ticket.

    Please reply to the same ticket if you have more information to add.

    (If you want to report a separate issue please create a new ticket.)

    • PokerTracker 4 Log Files

      To generate the log files you must enable logging.  There are multiple ways you can enable logging, the most convenient methods are listed below:

      1. In PokerTracker 4 go to Configure > Options > Enable Logging - make sure there is a check next to the option. (Please note that enabling logging can affect computer performance, but the effect should be negligible).  This method will work in both the Windows and Mac OS X versions of PokerTracker 4. 
        Restart PokerTracker 4 for logging to start.

        Enable Logging In PokerTracker 4
      2. You can start PokerTracker 4 with logging enabled using an option in the Start Menu.  This will not enable logging for future use - it only applies each time you start PT4 using this option. This method is only available in the Windows version of PokerTracker 4.
        With Windows 7 or 10 you can either look in 'All Programs' or start typing 'pokertracker' in the search field to find it.
        With Windows 8 go to the Start page (click or tap the Start button or press the Windows key on your keyboard) and start typing 'pokertracker' to search.

        Run PT4 With Logging    
         
      3. Hold down the Option key on your Mac keyboard when you start PokerTracker 4 to temporarly enable logging. This will not enable logging for future use - it only applies each time you start PT4 using this option. This method is only available in the Mac OS X version of PokerTracker 4

      You should now reproduce your problem in as simple a way as possible so that the log files do not contain more information than necessary.

      The log files from your current session are created in the User Data Folder.  PokerTracker 4 also keeps logs from the last 7 days, and those logs are archived in the "Logs" folder.   
      Note: Logs are only archived to the Logs folder after you restart PT4 - the current log file is in the main User Data Folder.

      They can be easily accessed by clicking File and then Open User Data Folder.  Choose from the appropriate file(s) below:

      User Data Folder In PT4

      • PokerTracker4.log
      • PokerTrackerHUD4.log

      Note: These files may appear as text documents if you have Windows configured to hide file extensions. The Mac OS X operating system does not display the extentions by default, but the log files remain accessable. 

      Windows User Data Folder

      PokerTracker 4 Logs  

      Mac OS X User Data Folder

      Mac User Data Folder

       

      If you experienced a crash and the PT4 application requested that you send your crash log this will automatically include all of your log information so there is no need to attach it to a ticket manually. The more information you can give us the easier it will be to establish and fix the problem.

      You cannot attach files of over 10MB to a support ticket.  The log files should not be this big if you restart PokerTracker 4 before reproducing the problem, unless you have to play a long session with a lot of tables open to reproduce it.  If the log files are too big you will need to compress the logs before attaching the logs to your support ticket.

    • Hand History Files

      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 stop 'Get Hands While Playing' they will be moved to the 'Processed' folder.
      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 preferably zip/compress them and attach the archive to the ticket.

    • Taking A Screenshot

      A screenshot will help to explain the problem to our support staff.

      To create a screenshot:

      Windows:

      • Make sure the window you want an image of is active (click on it) then press alt-PrintScreen.
        This will copy the image to the clipboard.
        If you want an image of more than one window you can just press PrintScreen to copy an image of the whole screen.
      1. Go to Start > Programs > Accessories > Paint to open the MSPaint application (or run your own graphics application).
      2. To paste the image click Edit > Paste.
      3. If the relevant info is less than the whole image you can crop it to show what you need to.
      4. If you want to highlight a particular part of the image add arrows or highlighting.
      5. Save the image by clicking File > Save. Give the file a name and set the 'Save as type' to .png.
      6. Note where you save the file to so that you can find it again to attach it to your ticket.

      Mac OS X:

      1. Make sure the window you want an image of is active (click on it) then press CMD-SHIFT-4.  A cross-hair cursor will appear, you can now click and drag to select the area you wish to capture. When you release the mouse button, the screen shot will be saved as a .PNG file on your desktop. 
      2. Note the name of the .PNG file you just saved on your desktop so that you can find it again to attach the file to your ticket.

      Please do not include your image files in Word documents or anything else - just attach the plain image file, or zipped image files.

    • Compressing Files

      Before attaching files to a support ticket it is useful to compress (or 'zip') them.
      This is especially important if the files are very large, or there are a lot of them.
      (You cannot attach files over 10MB to a ticket.)

      In Windows XP or later you can do this without any third party software.
      Select the files that you want to compress by left-click-dragging or control-clicking each in turn.
      When you have selected the files right click and choose Send to Compressed Folder.
      This will create a new .zip file in the same folder.
      Make a note of where this zip file is so that you can find it to attach to your ticket.

      If you have a very large file to compress you will probably find that a 3rd party application like Winzip will give better compression.

      Windows:  Send to Compressed (Zipped) folder

      Zipping PT4 Log Files

       

      Mac OS X: Compress 2 Items

      Zipping OS X Files

      If you want to add more files to the .zip after it has been created you can drag and drop other files onto it and they will be added - this is useful if, for instance, you create a zip file of the two main PokerTracker 4 log files and then want to add a hand history file or a screenshot from another folder.

      If you are using the Mac OS X version of PokerTracker 4 you can select the files you want to compress and right-click (or secondary click) them and choose "Compress".

    • PostgreSQL Log Files

      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 OS X operating system are located at: C:/Program Files/PostgreSQL/x.x/data/pg_log

      (x.x refers to the version of PostgreSQL installed on your computer)

      PostgreSQL Troubleshooting

      Mac OS X:

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

      (x.x refers to the version of PostgreSQL installed on your computer)

      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)
        Mac OS X Finder
      2. Type /Library/PostgreSQL/ and click Go
        OS X Go To Folder
      3. Double Click the folder that matches your PostgreSQL version number. The example below shows PostgreSQL 9.0 installed.
        PostgreSQL 9.0
      4. Right-click the Data folder, and select Get Info.
        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. 
        Data Info
      6. Open the Data folder, the double click the pg_log folder to open it.
        pg_log
      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.

    • Attaching Files to a Support Ticket

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

      If you need to attach multiple files the best way is to zip/compress them first and then attach the single zip file, but if you need to a few small files you can attach them directly.

      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 Mac OSX, 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.

      Tip! There is a 10MB limit on file size for attachments so if the file fails to upload please check that it is small enough - you may need to zip/compress to make it small enough to attach.

      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.

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