After latest release i have no problem with correctly overwriting tournament results in HU Shootout Sng. Thank you so much for this job!
But also before i setup latest releas (4.08.1-4.08.2) Pokertracker calculate the Net Adjusted Winnings, but I do not know how correctly. Nevertheless, he was calculate something. And after latest releas my Net Adjusted Winnings are equal mu C Net Won


And it doesn't help. Still got my C Net Adjusted Winnings are equal mu C Net Won

How can i help u to solve this problem.

Of curiosity, Have you tried to contact Pokerstars team, and ask them to add description, which is final table and which not.

I'm sorry but at this stage all of the issues you find must be communicated to our support specialist assigned to your account until the existing issues are clarified. This forum is our front line of "triage", we cannot provide further support here once we have realized that there are issues specific to your computer. Please share this with your support representative once they reach out to you. This is necessary to assure that there is a complete accounting of your support history. Going forward all future support help must be done through a support ticket, sorry for the inconvenience but this really is necessary to help you better.

- TT

As I previously explained, we can't help you in this forum because your issue is beyond the scope of what we provide on 2+2. Please create a support ticket on our website to gain further help. We have asked you to do this in numerous posts already, this is the only way we can help you. Sorry...

- TT

Your request has been noted, others have asked for this as well. This is under consideration. Thnx for asking!

- TT

Actually, the issues I have mentioned are just not "specific to my computer." I have friends who have had the same intermittent HUD issues but just didn't report them.

They fill it's not worth the aggravation of going through your "speedy" ticket support service for something that can be manually fixed.

This other issue just popped up today for the first time. I don't know if it's just that hand or the reason why. Obviously, it can't be my computer at fault for something not showing up all of a sudden. The other converters work fine still.

The final table is what I already sent in as you seemed to be not aware of that. I have a friend who has also made a Final Table in 4-max format and had the same problem. I am 100% sure that it's a bug with your program as it still has many.

I wasn't going to this forum for help with these specific problems, I just wanted to see if you are aware of them or not.

I think I will avoid this forum in the future. I don't appreciate the dismissive replies that customers get and the reflective blame for bugs, design issues, and programming errors. I am not just talking my own experience but you have been less than helpful with others IMO. Instead of making customers feel treated properly, I feel you do the opposite.

I will bring my list of bugs to "Customer Support" and wait the several days before they respond.

None of my problems make the program unusable. It's just frustrating.

As I mentioned before, I regret purchasing this product.

There is not really much more to say then what I have said.

Keep being dismissive of your customers and watch how many purchase PokerTracker 5.

We cannot help anyone if they don't want to be helped, we need them to report their findings.
Your problems are far worse than you think, that is why we are scheduling hands-on remote service. We don't schedule this with our customers just because they are complaining, we only do it when the problem is so severe and specific to the users computer that we cannot provide help any other way.
We found that your database server is flawed, hence the crash during the rebuild. Your going to experience things that nobody else will - hence your problems can only be reported directly to our support staff person who has been assigned to your account. I do not recommend importing in your database right now, it could cause additional problems that maybe we cannot fix if they are compounded. We will have you back up and running soon, but you must be patient while our support person schedules the time with you for the remote, and then performs the tedious task of salvaging your PostgreSQL server.
None of my problems make the program unusable. It's just frustrating.[/quote]
It actually is unusable, its just that you haven't accepted that yet because it does not appear to be unusable to you - the data appears to be corrupted, we need to work with you to fix your PostgreSQL server. We would have provided hands on support as soon as your first post on this topic but it was a weekend, and today is a holiday for the person who will be helping you - hence expect us to contact you tomorrow.

Allow me to explain how our customer support solution works. A record of every communication is needed so the person working on your account can review everything that took place. That is why our users must create a support ticket on our website rather than email us, our system allows us to create a log of everything that has been observed. 2+2 is not part of that system, we consider this the front line helping to solve issues that do not need the hands-on help of our real support team. We have no record of what occurs here (unless you include a link to a post), our support staff do not have the time to read 2+2 because they are busy working very very VERY hard helping customers so they are not in the loop with that happens here. In your specific situation one of the two founders of our company has taken over your account because he determined you needed special attention, he requested that only he manage it going forward. Long story short, because you are now on the "special" list of people who are our highest priority to help in our support system, we can't answer your questions here... all communications have to be via the same channel of our support ticket system. We understand that this does not make you happy, but this is necessary to help us help you quicker... and after all isn't that what you want?

We really are working to help you... but we need you to work with us a little, it makes our jobs much easier to accomplish on your behalf. Thnx for understanding.

- TT

Have you selected ALL of your tournaments a re-ran tournament detection manually? Its a little hard for us to help in greater detail here without seeing examples and logs, I think you would be better served if you visited our website and created a support ticket if re-running Tournament Detection on all of your tournaments with Protect table type unchecked does not solve your problem. One way to test this is to create a new database, then reimport a small range of hands and then compare the results to your original database. Another thing you can do is perform Tournament Re-Detection on just one tournament, and then review the all-in spots accordingly to see if the results have changed. Keep in mind we can only create Net Adjusted Winnings calculations at the final table, could that be a factor?
Yes, we have tried. This does not appear to be a priority for them, it is fair to say that Stars does not develop their software to accommodate the needs of third party tools like ours I'm afraid, hence the necessary workarounds.

- TT

I think you still got me confused with someone else. I never had anything crash.

Do I still get that "special service?"

So sorry, I confused your post with someone else. I will address your post as I am near my computer. Thnx for correcting me, I thought you were a user who was just escalated to our top tier support due to the severity of their problem (which looks like it may have been due to hard drive failure - hence the lack of flexibility). I'll get on your issue as soon as I can.

- TT (from my phone)

Thnx. We need a screen capture of a final table with all seats filled, can you please help us get one with the Nova Theme installed? These events are really rare so we need your help to be able to address this, IIRC there are only 4Max tournaments and not cash games - is that correct? (I am in the USA so no access to Stars myself). We don't know where to place the HUD by default at 4Max tables, so this screen capture will be needed for us to be able to get the job done, any help you or anyone else can provide would be great. My team did not know that 4Max positioning was not complete, thanks for the notification.

I don't follow. Are you saying that all other hands could copy-paste into skype except this one? If that is what you are explaining then we would need to see the original hand history attached to a support ticket. I was able to copy text into Skype without any issues when testing a random hand... perhaps I misunderstand?

- TT

I installed Pt4 on a new comp, installed POST as well, then backed up and moved my info from PT4 on original comp and put it on new PT4. Then my POST info started popping up telling me I cant login to it, i tried a few more times and eventually got blue screened. My comp started back up fine but any suggestions here? I'm reading re-installing POST maybe is a good option? PT4 on new comp has been running fine since that incident but it blue screened me mid session so I'd like to take every precaution to make sure it wont happen again.

Thanks a ton in advance for any helpful advice

Please contact us immediately by creating a support ticket. Blue Screens are very serious, we do not recommend making any changes to PostgreSQL without the guidance of our trained professionals once this occurs. Blue Screens caused by PostgreSQL are extremely rare, in fact we have never seen one actually caused by Postgres, we find that it is usually caused by faulty hardware (RAM) rather than Postgres once we poke through the error logs. Postgres is very RAM intensive, so this could be the cause - expecially since it is a new computer that you don't have much experience with.

Once you know your support ticket number please post it in this thread so I can assign your ticket to the most qualified person on our team to help you.

- TT

my ticket number is 139523. Ty much for your help.

We've had some reports of live stats not working in v4.08.2 and it seems that this is related to use of the minimum hands required Hud option. Until we release the next patch we sugest that you set the minimum hands to 0 or 1, this will allow live stats to work once again.



- TT

Yes it is only with 4 max tournaments. There are played everyday on PokerStars. So not so rare.

I can't get screenshots of Final Tables when I don't know when the next one will be. You should have people who work outside of the United States working there and it's up to you to have your product working for the entire tournament. Or maybe that will be your new slogan. "At Pokertracker 4 we will provide you a HUD until you make a Final Table in a 4-max because that is rare and then you are on your own because we don't know what to do or how to program it" Sounds like a great product. NOT!

It's not just like they started 4-max at PokerStars, I made it deep for the SCOOP this year. It says quite clearly that the Final Table is 5 handed. It's not my fault your product doesn't work it's your company's fault.

Anything else than not doing your own research and fixing this problem is pathetic. I can't think of anything worse than a product that doesn't work when you need it the most. On top of that, the mouthpiece of the company says we don't know how to fix it, make another Final Table and send it to us and make it a special theme. Pathetic.

I am not able to get any of my converted hh's to work now and it just happened after the last update. It's not displaying my hand. The raw hh works fine.

I have no confidence in this company. I will just use this flawed product until I decide to go to HM3 probably.

I have heard that HM2 works properly at 4-max Final Tables and don't need screenshots from their customers to fix it.

Hence why they are rare, we also don't know when a final table will exist. Keep in mind your the first person who has made mention of this issue to us, in fact searching through our entire history of Pokerstars only shows one 4-max bug report ever, if there are other players affected they should notify us so it could become a higher priority but for not to the best of our knowledge this is not an issue for the majority of our users.

We rely on the good feedback from the player community to dictate what needs our attention. If you want us to address the 5 max final table we can do so in a rather fast manner, but we need your help in sending us a screen capture as we requested. If your not willing to help steps is ok, someone else will eventually help out or maybe one of our team members will someday get lucky and stumble across a 4max final table with 5 players - but that means you will have to wait for a fix until someone else steps up to the plate for you. We are offering you the opportunity to get this done faster.... its a simple fix as soon as we have that screen capture.

PokerTracker (and I should not speak for them, but since you brought them up to our knowledge HEM works this way as well) relies on hand histories and data compiled by players to add support for non-standard game types and any changes made to the gaming experience. For example our tournament detection system is a massive database of every tournament type that players have submitted to us over the years, without this information we would not be able to conduct accurate ICM calculations. Our staff is primarily focused on support and development, we are able to keep our software prices very low by relying on the input from players when our support does not exist.

Long story short...if you can help us, then we would be happy to expedite a fix. If we don't get the help we need, we will have to wait until someone comes across a screen capture of a 5 handed 4-max table. Not much we can do to improve that situation without this screen capture.

- TT

Attn Merge Tournament Players:

We just discovered that Merge has changed the names of the tables for HU tournaments, because of this change PokerTracker can no longer automatically detect the buyin or calculate ICM or Net Adjusted Winnings, players will have to manually enter the buyin themselves and then manually perform Tournament Detection in order to regain the ability to perform ICM and calculate Net Adjusted Winnings. Until recently Merge would uniquely name all of it's tournaments, PokerTracker then used these unique names to create a database of all tournament types and their respective buyins. Merge does not include the buyin in the hand history.

If you want PokerTracker's ability to detect HU tournaments to return on the Merge Network, then please complain to your Merge Network Skin. Perhaps if Merge receives enough complaints they might revert this change which on affects the ability for players to track their own personal results.

Thanks for your help!

- TT

I meant I don't know when I will make another Final Table in 4-max format or any other format.

They are not rare, multiple tournaments go off daily. It may be rare for one of your users to make a Final Table in that format but 4-max tournaments are not rare. They have replays of these Final Tables going on all the time so there is no excuse why none of your workers can't take a screenshot.

If you are satisfied with having a product that doesn't work at Final Tables that are played many times throughout the day, then that is fine. All I can do is notify you when there are bugs and I have an expectation that the product will work for all NLHE tournaments at the biggest online poker site all the way though the tournament.

To me this is unacceptable. That is all I have to say.

I think you should get one of your workers to find a replay that is running all day on PokerStars and get a screenshot of a 4-max Final Table. I don't think your company will become broke if you had workers actually do their job.

It doesn't instill confidence in a product when they break at Final Tables. I don't make Final Tables all the time, so I don't know what other formats your HUD will not work in. It's up to your product to make sure that it works from the beginning of the tournament until the end.

Not doing so creates ill will and leads to negative word of mouth.

I hope that it doesn't affect me or any of your other customers but if you feel that you need to keep costs low in order to do your job when these "rare" multiple daily tournaments happen then that is your prerogative.

Saw you post in the Carbon thread; thanks so much for your awareness and help on this.

Just a thought, is there by any chance a default PokerTracker format for tournament summaries that users could supply to help with Merge tournament detection? In other words, I would write my own tournament summaries (via script) and import them manually or place them in an auto-import directory. I'm expecting this isn't possible, but thought I'd ask since it would sure beat manually editing all the results.

Thats not possible I'm afraid, we would have to code something from scratch - and frankly I doubt many users would do this so it would make for a poor investment of development resources when we have so many other issues that our users need to be addressed. You can however manually alter all of your tournament results after the event is done, and then click Tournament Detection to allow PT4 to use this manually entered data to create ICM calculations and Net Adjusted Winnings graphs. This is a huge pain for anyone who does high volume, and we expect very few low volume players to remember to do this - I predict a high volume of player complaints assume PT4 is broken when in reality this was caused by Merge removing the only hint we could use to determine which tournament is being played. All we can advise is keep letting Merge know about your displeasure... hopefully they will hear what players have to say and rush to fix this problem or provide an alternative solution. Thnx for the vote of confidence!

- TT

As I expected, and I understand it would not worth your time for something that few players would use. I guess I could translate the HHs to a format for some other site, but even that would not be ideal since I doubt I could find one that has the exact BI/fee levels.

Like you say, will be nice it they listen. After "surviving" for two years there, my hopes aren't very high.

I did learn something new here, however -- the thing about tournament detection doing the ICM calcs after the fact -- nifty! Now I need to think on how to automate the manual edits.

Thanks again.

I seem to be having a problem with PT4 and postgres. Upon trying to open PT4 I'm receiving this error message:

And if I continue, it shows a prompt to create a new database, and has my current databases as not available.

There server information is all default. And other than getting my internet upgraded today (new modem/router), I haven't changed any setting on my computer. I'm running Postgresql 9.2, and have tried reloading configuration, but that didn't help.

I'm running windows 7. And Microsoft Security Essentials of protection, in case that might be causing some connection problem?

Also, I've run into this problem previously. And after googling, and searching the forums, with no luck at fixing it, I just elected to uninstall/reinstall Postgres and create a new database. I'd like to avoid having to do that again now or in the future due tot his problem.

Thanks for any help.

This is usually caused by a firewall which is blocking the ability for PT4 to communicate with the PostgreSQL server, or it means the PostgreSQL service is disabled. For more information please read this guide, if this is not helpful please create a support ticket on our website for personalized help.

PS: You shouldn't reinstall Postgres to fix a problem without consulting with our staff first, often the problem is not as drastic as it may appear, its frequently caused by something unexpected such as a firewall.

https://www.pokertracker.com/guides/...o-the-database

https://www.pokertracker.com/guides/...guration-guide

Good luck!

- TT

I'm not sure how to stop/restart the postgres service. When I look under Start > Programs > Postrgres, there is no "Stop Service" or restart service available. I see a Application Stack Builder, pgAdmin III, Reload Configuration, SQL Shell, and Documentation.

Also, I've searched the data folder, as well as my computer, for a postmaster.pid file, and have not found it.

I've restarted numerous times which might have restarted the server, but it hasn't worked.

I also added those 4 processes to my excluded processes/files list on both Microsoft Security Essentials and Windows Firewall. Restarting after doing so as to make sure the actions too effect. Still no luck. I even tried to start PT4 with Windows Firewall off, and it still didn't work.

Also it was working fine yesterday, and I didn't make any changes to these settings today to cause it to stop working.

Did you open the Services console to see if the Postgres service is active and running? You can restart Postgres from this management console using the GUI, that is the easiest way. Click the Windows Start button, then sype Services to find it quickly. What version of Postgres do you have installed?

The postmaster.pid file will not appear unless you have Show Hidden Files Folders and Drives enabled in the Windows Folder Options.



Keep Windows Firewall and all other third party tools disabled temporarily wile working on finding the source, this will make debugging easier.

This likely means either the Service crashed (unlikely because usually the service will restart when you restart your computer) or the TCPIP port is being blocked by something else like a firewall. Another thing you can try to help debug the cause is pgAdminIII to see if you can access the PostgreSQL server from that tool.

-TT