Ignition Tournament HUD Not Working?

Support for the Ignition, Bovada and Bodog Hand Grabber

Moderator: WhiteRider

Ignition Tournament HUD Not Working?

Postby The Ambassador » Sun May 24, 2020 4:26 pm

Anyone else's tournament HUD not working at all?

This is beyond frustrating for a new customer
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Re: Ignition Tournament HUD Not Working?

Postby Flag_Hippo » Mon May 25, 2020 11:57 am

The Ignition Hand Grabber is still in beta and there may be a few issues that still need resolving. So we can investigate what's going on here enable logging in PokerTracker 4 via 'Configure _> Options -> Enable Logging' and if you have an issue take a screenshot and send that to us in a Support Ticket with your log files. You can access the log files by clicking 'File -> Open User Data Folder' in the main PokerTracker 4 window. Go into the 'Logs' folder and compress all the files there (not the Archive folder, just the files) and send them to us with your screenshot.
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Re: Ignition Tournament HUD Not Working?

Postby aki199 » Mon May 25, 2020 4:45 pm

Same here. Stopped working. It started working after the update about a week ago but it stopped working again.
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Re: Ignition Tournament HUD Not Working?

Postby slyace » Mon Jun 01, 2020 2:39 pm

I just got it today and the HUD works on Ignition cash games, but nothing on tournaments. Also, no hands appear to be importing for tournaments.
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Re: Ignition Tournament HUD Not Working?

Postby Flag_Hippo » Mon Jun 01, 2020 2:56 pm

So we can investigate that please enable logging in PokerTracker 4 via 'Configure _> Options -> Enable Logging', reproduce the problem, take a screenshot and send that to us in a Support Ticket with your log files. You can access the log files by clicking 'File -> Open User Data Folder' in the main PokerTracker 4 window. Go into the 'Logs' folder and compress all the files there (not the Archive folder, just the files) and send them to us with your screenshot.
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Re: Ignition Tournament HUD Not Working?

Postby MCMLXX » Tue Jun 02, 2020 10:05 pm

Mine, you have to restart the table, then it seems to find the hands. However, after someone busts out, seems to lose all track of the seating.
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Re: Ignition Tournament HUD Not Working?

Postby WhiteRider » Wed Jun 03, 2020 3:12 am

We are looking into the issue with the issue that can occur when someone busts out.

Please enable logging (Configure > Options) and restart PT4.
Play a tournament and if you see the problem take a screenshot.
When you sit out go to File > Open User Data Folder in the PT4 menu.

In the window that opens go to the Logs folder and compress all of the files there (not the Archive folder, just the files).
Also include the hand history file from the session.

Attach the zipped files to a Support Ticket so that the development team can take a look to help identify and fix the problem.
Thanks.

Tutorial: Reporting a problem

MCMLXX wrote:Mine, you have to restart the table, then it seems to find the hands.

This shouldn't be necessary unless you already have the table open before you launch PT4. The Ignition Hand Grabber needs to be running before any table opens in order to get full information about that table.
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