ignition hand grabber not working

[Marcao]

I’m having trouble with PT4! The HUD isn’t working, even though I purchased the Ignition Grabber. I had bought the grabber previously and it worked fine; however, after it expired, it stopped working—so I purchased it again, but it still won’t work. What should I do?

[Flag_Hippo]

Please make sure you are using the Ignition downloadable client and that it is installed/running in English otherwise please do this:

1. Turn on 'Enable Logging' in PokerTracker 4 via 'Configure > Options' if it isn't already enabled.

2. Restart PokerTracker 4.

3. Start PokerTracker 4 and click 'Play Poker -> Get Hands While Playing' BEFORE you start the Ignition client.

4. Start your Ignition client and login.

5. Join a table and play some hands.

6. If there are no hand histories or HUD then go to 'PokerTracker Apps -> Ignition Hand Grabber -> Status'. In the Status window, click the 'Gear' icon and select 'Create Support Bundle'. Save this file and attach to a Support Ticket:

Guide: Creating an Ignition Hand Grabber Support Bundle

[Marcao]

The status doesn't show up in my PokerTracker, and I don't know where the gear icon is located.

[Flag_Hippo]

Are you using the Ignition downloadable client and is it installed/running in English?

It's also possible security software could be interfering with the files the hand grabber needs. If you're using any security software, such as antivirus or a firewall, please follow the instructions in the Security Software Configuration Guide. As well as the folders and files listed there, add exceptions for these folders:

C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Apps\SWduaXRpb24gSGFuZCBHcmFiYmVy
C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Temp

If you can't see the 'AppData' folder in Windows File Explorer, please see this guide.

If that doesn't help:

1. Click 'File > Open User Data Folder' in PokerTracker 4.
2. In the window that opens, go into the 'Apps' folder, then into the 'SWduaXRpb24gSGFuZCBHcmFiYmVy' folder.
3. Delete any files in this folder.
4. Turn on 'Enable Logging' in PokerTracker 4 via 'Configure > Options', then restart PokerTracker 4.

If the problem continues, click 'File > Create Support Bundle' in PokerTracker 4 and attach your support bundle to a Support Ticket.

[Marcao]

ty Derek, you managed to solve my problem!

[Flag_Hippo]

Great, thanks for confirming!