We re-read the thread but found no advice from us that told you to start a new database. Why did you choose to create a new database? What was the issue you had which you were attempting to solve with a new database? When you asked us about 9.3 on OSX we did say "Only select users are guaranteed to see a benefit by switching to 9.3. If you're starting a new database, its a good idea to switch to 9.3 no matter if you're on Windows or Mac. " This remains true - but we don't advise the conversion to 9.3 unless your an advanced user who can navigate this process on your own; if your not technologically savvy and not the type of person who wants to read and follow technical guides then its not a good idea .

PS: Since you have a support ticket started it is best to keep your questions and responses within that thread, this makes it easier for us to respond to your needs since we have a total record of all of your personal details and installation data. Each players configuration is different, it helps us solve your issues faster.

- TT

Really...is it just me that thought that that was almost standard advice to start a new DB in updating to .11 !!

Yes I have a support ticket but having lost the ability to play with PT for a few days now I am looking to any help, even if it is just to see that I am doing anything blatantly wrong.

It's days now w support to get reply to my email.

Any reason that you ignore me?

I'm using the "lower opacity until mouse over" option on a HUD panel, however, I cannot make it completely transparent (even in the preview window it is transparent)...
Is it possible on the playing tables?

Your first screenshot shows that the player had 1255 hands on the button, but they would not have had the opportunity to raise first in in all of those hands.

--WhiteRider

So is that a good reason to ignore me?I dont get it!

Exactly how you do this depends on exactly what you want to see. If this is for a specific opponent select or add that player in the Player List then use one of the 'By Position' reports (e.g. Summary > Group by Position) to see their stats by position.
If you want to see it for all players go to My Reports and create a new All Players report. Remove the Player name from the report and add the Position stat so that you see stats grouped by the position for the whole population. If you want to exclude your own stats then add a filter for 'NOT Hero' (Filters guide).

--WhiteRider

It won't go perfectly transparent - we found that the group was getting lost when it was completely invisible, and causing too much confusion.

--WhiteRider

We are very busy working on issues related to the release of PokerTracker 4.11 to 4.11.2, other topics such as your question which is not related to 4.11 will be answered as we find the free time to focus on these other topics. We are not ignoring you, we are only prioritizing our time. Sorry about that, it just happens to be a busy time when you asked.

- TT

You were not the only one who thought this, we did try to explain multiple times in this thread as well as elsewhere that for the best results a new database is advised because there are certain improvements to the database that are only possible when hands are imported - but this is 100% optional, it is not required.

What is your support ticket #? We can only help expedite your ticket if we know which ticket is yours...

- TT

lol,
what a **** up by pokertracker here. Majority of your customers are poker players, with lives outside of that, I'd imagine 98% of your customers loathe messing around with PT4 software, and you guys add to this by ****ing up a update then telling ppl "we're busy" when they are panicking cause they can't go to work for a few days? I was going to try and figure out whats wrong since my last update but now w/e, I have a HEM2 code as well, Peace out PT4.

Your post had nothing to do with our response to noobis, in fact the very opposite is true. We are focussed on providing help to people upgrading to 4.11 right now for the very same reason you claimed - because we know this is the number one priority. Noobis' question was about how to create a filter, it had nothing to do with the 4.11 issues (which the majority of our users have not experienced we should add). So yes it is true, we are busy... we are busy helping players who need our help the most right now.

PS: We already answered his filter question before the post you quoted.

- TT

C'mon all right I'm not gonna go too mental but could this be any vaguer?

Using such a product to plug leaks to the nth degree and you expect me to do anything but try for the most optimal setting w a lack of clear information?

Anyway I am near the end of 35-40 hr process to import the new DB.

Not using the client to contact support so not attaching logs. Doing this as I do not want to touch PT at this point in the process. Honestly I trust I will get there and with your marginal help but certainly villain ie PT has a wide range here etc

No bother !!

Actually...support ticket no 152391 and you can see from my email what I was wanting from support and what I didn't get in the last email.

Am sad with your support guys,its unprofessional and rude.

Our release notes explain that PostgreSQL 9.3 is new, so we do not yet fully know what to expect. We have tested PostgreSQL 9.3 support for the past three months but until we have tens of thousands of users providing us information while using PostgreSQL 9.3 we will not be able to know about every single detail of its use and performance. That is why we are taking very careful and measured steps which I agree can be considered vague - but that is intentional. We would prefer only select users make this switch at this stage - and even then only users who are experienced enough to understand how to install PostgreSQL 9.3 on their own and provide logs to us in the (hopefully unlikely) event there is an unexpected problem. Anyone who has used PokerTracker for a long time would remember the unexpected problems that occurred when converting users from 8.2 to 8.3, from 8.3 to 8.4, and the long delays before we were comfortable recommending 9.0.... when it comes to our user's data we are very conservative, we do not like to recommend a new PostgreSQL version until we are really confident. And the truth is since 9.0 most users would not see a significant improvement if they switched to 9.3 from 9.0; most PostgreSQL version improvements are aimed at multi-server load balancing, not dedicated desktop use which is what PokerTracker needs.
Well thats exactly why we advise creating a new database, but it does remain optional. IF you chose to take the option, as you have chosen, THEN it is wise to convert versions as you did - provided that you know how to install the new database without any troubles of course. Seems like you did a good job, so you would certainly qualify.
You can submit your logs from our website, the PokerTracker client's COMMUNITY page is just a reproduction of our website after all. Submit logs here - https://www.pokertracker.com/contact/PT4
lol, well played!

Our last response was at May 24th at 10:05AM, we asked you to attach your logs a few times already ;-) Now that you know you can respond to the ticket via the website, let us know if you are unsure how to attach the logs we need to review your situation. Thnx!

- TT

I'm sorry noobis, but today our priority was answering the questions of users who are having problems with 4.11.x - everything else was answered in due time, but we needed to take care of those upgrade issues first. We think that was the professional thing to do.

- TT

If I had no problems with 4.11, is there any need to update to 4.11.2?

Yes, please upgrade to 4.11.2. Most users had no issues with 4.11; but if you added a custom stat then the cache has the possibility of failing unless you have 4.11.2 installed. This is an easy update that does not require any database changes, no risk upgrading - but you would be taking a risk if you did not upgrade. Also there are some import fixes for Stars, FTP, GTech and other networks that were added in 4.11.2 so its important to upgrade to stay up to date with all of the advances we made in PT4. Thnx for asking!


- TT

If you are experiencing slow imports with 4.11.x and are willing to spend some time within the next few hours to help locate the issue; please send me a private message and I'll either provide you with instructions on how to help us test or we'll setup a remote session where I can logon to your computer with you to run some tests directly.

Best regards,

Derek

After much hassles and a tremendous waste of time it appears that my pt4 finally works again. New database, 2 updates to the update, update to postgreSQL 9.3.4, deleted all custom stats. Tested briefly and import/hud appears to work ok. I am still extremely dissatisfied with the responses blaming this on the users and the attitude that "well we couldn't of predicted the problems caused by custom stats downloaded from our own download page b/c they're not really our stats" -- as the software developers it IS your responsibility to predict and test for potential problems, not the users. The fact that PT can't even issue an apology for the amount of time myself and many others have wasted due to their mistakes regarding lack of testing and putting out a **** update is quite arrogant and shows their disregard for their customers.

Lesson learned: PT doesn't give a **** about their customers and never again update from a working version of PT.

It fixed most of my single entries tournaments, 50-60% of multientry ones still not updated, I checked for some the summary file where I was seen as already busted and there was buyin and everything so it should be fine now. Could you check? I can send you naturally summaries in question if you request so. And I did reimport them together with hhs (as there was some message when I tried without). In case tournament takes more than 1 day and I have advanced to day one it also detects day 2 as separate entry (I feel like you could fix it just like you did with multientries, or maybe try to update day 1 db record) and as 'stt sng' on top of that.

Now I checked, it's probably related to that FTP lists them as separate IDs, which is stupid, sigh.

I think that re-importing the summaries should update the information, but if not you may need to purge the tournaments and then re-import both the hand histories and summaries.
If you have tournaments which still don't import correctly please compress a few examples (both HH and summaries) and attach them to a Support Ticket so that we can investigate.

--WhiteRider

you guys really messed up big time with 4.11.2, I just realised that mine pt4 is also no longer working

please post here also when you solve these problems, it's rather worrisome that it's taking almost a week to solve

your software tilts me now every time I try and use it

now the hud is stuck on "adjusting session stakes" and won't launch

good times

can we just go back to 4.10 or whatever it was before this awful update?