Problems recently with hand grabber

Support for the Ignition, Bovada and Bodog Hand Grabber

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Re: Problems recently with hand grabber

Postby Flag_Hippo » Fri Aug 25, 2023 6:18 am

napes99 wrote:Derek, respectfully, compensating us with credits *only* for the days we've had issues is not satisfactory.

Derek mentioned that licenses would be extended for a period of time that was much longer than the downtime:
APerfect10 wrote:Compensation
If you are having trouble with the Ignition Hand Grabber due to these recent updates, please contact support and we will extend your license, free of charge, for much longer than the amount of time the software was not functioning properly.
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Re: Problems recently with hand grabber

Postby APerfect10 » Fri Aug 25, 2023 6:21 am

August 25, 2023 Update
We have just pushed out an initial fix which resolves the majority of the Ignition Hand Grabber issues related to the recent Ignition/Bovada/Bodog update. Please restart PokerTracker 4 and you will automatically receive the update.

This version is not perfect; however, it should work vastly better than the previous version. There are still some smaller issues such as with generating some Zone Poker hands, etc.

If you encounter an issue and/or are still having problems after today's update; please go to PokerTracker -> Apps -> Ignition Hand Grabber -> Status. In the Status window, click the 'Gear' icon and select 'Create Support Bundle'. Save this file to your computer and then please send it to us via a support ticket.

We remain committed, as our number one priority, on fixing these remaining few issues as quickly as possible; however, we need your help by sending us your Ignition Hand Grabber support bundles to cross the finish line.

Best regards,

Derek
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Re: Problems recently with hand grabber

Postby APerfect10 » Fri Aug 25, 2023 2:29 pm

If you receive the update today and are still not getting a HUD on any non-Zone tables, please restart your computer. Start PokerTracker with your Igntion/Bodog/Bovada client closed and go to Play Poker -> Get Hands While Playing. Proceed to open your Ignition/Bodog/Bovada client and hands should import and your HUD should display.

Best regards,

Derek
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Re: Problems recently with hand grabber

Postby that99thguy » Sat Aug 26, 2023 4:44 pm

Well, it seems better.. on a 3tbl SNG, the HUD popped up immediately after the first hand; unfortunately, it's still missing some hands from the history.
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Re: Problems recently with hand grabber

Postby ersstover » Sat Aug 26, 2023 11:15 pm

Hey guys it's 8/26 and I have not been able to get Ignition Hand Grabber to populate my Igntion tables after several restarts of computer and Pokertracker and Ignition software. Let me know if there is anything else I can possibly do to troubleshoot this before tomorrow. I appreciate all the work from the devs but as players we are risking our own money trying to essentially beta-test this software while we are playing tables, wasting our 5 minute breaks with computer restarts, etc.
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Re: Problems recently with hand grabber

Postby Flag_Hippo » Sun Aug 27, 2023 6:02 am

ersstover wrote:Hey guys it's 8/26 and I have not been able to get Ignition Hand Grabber to populate my Igntion tables after several restarts of computer and Pokertracker and Ignition software. Let me know if there is anything else I can possibly do to troubleshoot this before tomorrow. I appreciate all the work from the devs but as players we are risking our own money trying to essentially beta-test this software while we are playing tables, wasting our 5 minute breaks with computer restarts, etc.

I don't see any purchase linked to your account. I believe I see one that might have been made using a different email address and it looks like the Ignition Hand Grabber purchase there expired on 21st August 2023 so if that's you then you will need to renew your Ignition Hand Grabber subscription. If you have any queries regarding your subscription then please contact us here. If you do have an active subscription then there isn't anything else I can suggest other then reporting it to us as described above so we can fix any remaining issues or see if there is something else that is causing the problem. Thank you.

APerfect10 wrote:If you encounter an issue and/or are still having problems after today's update; please go to PokerTracker -> Apps -> Ignition Hand Grabber -> Status. In the Status window, click the 'Gear' icon and select 'Create Support Bundle'. Save this file to your computer and then please send it to us via a support ticket.
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Re: Problems recently with hand grabber

Postby APerfect10 » Mon Aug 28, 2023 6:17 am

August 28, 2023 Update
We have pushed out the 2nd fix for Ignition Hand Grabber which should resolve the remaining Zone Poker issues. This update should resolve all outstanding Ignition Hand Grabber issues introduced with the recent Ignition/Bodog/Bovada client update.

With your Ignition/Bodog/Bovada client closed, please restart PokerTracker and your Ignition Hand Grabber app should update. Go to Play Poker and click 'Get Hands While Playing'. Open your Ignition/Bodog/Bovada client and begin playing. Hands should be generated, imported and your HUD should display.

If you are still having trouble then we'll need a log file of you playing to further troubleshoot the problem. In PT4 go to the PokerTracker Apps menu item -> Ignition Hand Grabber -> Status. In the Status window, click the 'Gear' icon and select 'Create Support Bundle'. Save the file to your computer and then please send it to us via the PokerTracker support system here.

We will begin to process Ignition Hand Grabber license extensions today with the goal of having all of them extended within the next day or two. You will be notified via your support ticket when we extend your license.

Best regards,

Derek
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Re: Problems recently with hand grabber

Postby that99thguy » Thu Aug 31, 2023 11:20 pm

I'll dare to say it: I believe the latest grabber update did it! I've only been on cash games lately, but both 6- and 9-max have shown HUD immediately after the first complete hand, and I haven't seen any missed\dropped hands in the history.

Thanks PT! :D
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Re: Problems recently with hand grabber

Postby Flag_Hippo » Fri Sep 01, 2023 6:46 am

Thanks for the feedback - it is appreciated.
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Re: Problems recently with hand grabber

Postby ersstover » Sat Sep 02, 2023 1:49 pm

Flag_Hippo wrote:
ersstover wrote:Hey guys it's 8/26 and I have not been able to get Ignition Hand Grabber to populate my Igntion tables after several restarts of computer and Pokertracker and Ignition software. Let me know if there is anything else I can possibly do to troubleshoot this before tomorrow. I appreciate all the work from the devs but as players we are risking our own money trying to essentially beta-test this software while we are playing tables, wasting our 5 minute breaks with computer restarts, etc.

I don't see any purchase linked to your account. I believe I see one that might have been made using a different email address and it looks like the Ignition Hand Grabber purchase there expired on 21st August 2023 so if that's you then you will need to renew your Ignition Hand Grabber subscription. If you have any queries regarding your subscription then please contact us here. If you do have an active subscription then there isn't anything else I can suggest other then reporting it to us as described above so we can fix any remaining issues or see if there is something else that is causing the problem. Thank you.

APerfect10 wrote:If you encounter an issue and/or are still having problems after today's update; please go to PokerTracker -> Apps -> Ignition Hand Grabber -> Status. In the Status window, click the 'Gear' icon and select 'Create Support Bundle'. Save this file to your computer and then please send it to us via a support ticket.


Ah that was my mistake, thank you. I renewed my subscription and it seems to be working fine now!

Has anyone tried out the new hand grabber on the Triple Header tournaments? I stopped playing them because it was never working on those tables before the update and I don't really need to be firing $1Ks without a HUD. I suppose I'll test it out on the $109 tomorrow, I don't mind flying blind in that one 8-) .
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