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HUD Troubleshooting

Overview​

This guide is focused on fixing problems that affect your use of the HUD. For help configuring or using the HUD, see:

HUD Issues​

The sections below cover the most common HUD problems and how to resolve them.

HUD Does Not Appear​

You don't need to do anything to activate the HUD. Once Get Hands While Playing is running and you have a table open with hands being imported, the HUD appears as soon as a complete hand has been played.

If the HUD is not appearing, try these steps:

  • Make sure your hands are being imported using Get Hands While Playing. Check the Site Configuration Guide for your site and/or Troubleshooting PT4 Imports.

  • Your poker client must be installed in English (not just writing hand histories in English). Reinstall it and choose English if you are given the option.

  • On Windows, ensure both PokerTracker 4 and your poker client are configured to run as administrator.

  • In the Configure HUD / HUD Options > Filters section:

    • Disable Show stats for current limit only.
    • Set Minimum Hands Required to 0 — you will not see stats for a player until they have this many hands in your database.
    • Make sure the correct databases are selected in the HUD Options.
    • Set Stats from the last X hands to 0 so all stats are shown.
    • Remove all Player Ranges.
    note

    If you are using multiple databases, the minimum hands threshold must be met in each database individually, not combined.

These filters can interact in non-obvious ways. For example, a non-zero Minimum Hands combined with Player Ranges can prevent stats from showing when more or fewer players are active than the tables you normally play. See the Configuring HUD Options tutorial.

  • If the HUD is configured to read from multiple databases, try setting it to use only the current active database: HUD > Edit HUD Options > General > Advanced.
  • If hands are importing and the PT-icon appears on the table, or switching to a single database helped, but you still see no player stats, rebuild the cache via Database > Database Management for any databases used by the HUD. Large databases will take some time.

If you still cannot get the HUD to appear, please report your problem so we can check your configuration. The best approach is to enable logging, restart, then play about 20-30 hands at a single table. Take a screenshot of the table and attach it, along with the hand history file for the session and the PokerTracker4.log and PokerTrackerHUD4.log files, to a Support ticket.

HUD Appears But Has Problems​

If the HUD is working but has partial stats, is slow or laggy, or the stats disappear intermittently, try some performance tweaking:

  • Check your PostgreSQL version in the Database > Database Management window. If you are on an older release, consider updating — see How to Manually Update PostgreSQL.

    note

    PokerTracker 4 supports PostgreSQL 9.6 or greater (we recommend PostgreSQL 16).

  • For optimum performance, the cache needs to be at 100% for all of your databases. If it isn't, use Rebuild Cache to force a complete rebuild from scratch — this is also useful if you're seeing strange behavior.

  • If you see duplicates reported when you start Auto Import, read Preventing Duplicates.

  • See Performance Tuning PostgreSQL for further tuning.

If you still have issues, please report your problem.

Preferred Seating Issues​

If you have problems with Preferred Seating or Auto Center — or stats appear by the wrong players even when you are not using these options — read the Preferred Seating tutorial and consult the Site Configuration Guide for your poker site or network.

Fast Fold Table HUD Issues (Zoom, Rush, Strobe, Fast Forward, Fast Poker)​

Two issues are commonly reported with the HUD on "Fast Fold" tables such as PokerStars Zoom, Full Tilt Poker Rush, OnGame Strobe, PartyPoker Fast Forward, or iPoker Fast Poker:

  1. The HUD stats do not appear to change while playing.
  2. There is a large delay before the HUD displays.
note

You will not see on-table HUD groups for opponents you do not already have hands for in your database. You will see the Hero's on-table HUD group and the PokerTracker 4 HUD icons at the end of the first hand played, once the hand history has been saved to your local computer.

To address both issues, first enable the Fast Fold HUD option for your poker site:

Once the options are configured, follow these steps exactly to ensure the HUD is displayed above each opponent's name:

  1. Close any open poker clients and PokerTracker 4.
  2. Start PokerTracker 4.
  3. Start your poker client and log in.
  4. Click "Get Hands While Playing" in PokerTracker 4.
  5. Join a Fast Fold table (Zoom, Rush, Fast Forward, Strobe, Fast Poker; or Snap tournament).

If you continue to have HUD issues, close both PokerTracker 4 and your poker client and start again from step 1.

If you experience a large delay before your HUD displays on Fast Fold tables, you may have hand history files that aren't being processed correctly. Follow the steps in the Moving Processed Files guide to ensure hands are processed efficiently. Enabling Move Processed Files greatly reduces the time between starting the import and the appearance of your HUD.

note

The macOS version of PokerTracker 4 cannot support Rush, Fast Forward, or Fast Poker because opponent seating information is not available in the hand histories. On Mac, use PokerStars Zoom or OnGame Strobe tables (fully supported on macOS), or 888's Snap tournaments.

PFR > VPIP​

VPIP and PFR both use actual opportunities in PT4. Take a situation where you have $60 and your opponent goes all-in in front of you for $200. You can call or fold (affecting VPIP), but you cannot raise (affecting PFR).

Example:

  • If you face that situation and fold, VPIP = 0% (0/1) and PFR = N/A (0/0).
  • If you raise on the next hand, VPIP = 50% (1/2) and PFR = 100% (1/1).

macOS Specific Issues​

Issues specific to running PokerTracker 4 on macOS — including configurations that use Windows in a virtual machine.

HUD Positioning While Using Parallels VM & Retina Display​

PokerTracker 4 is compatible with Retina screens, but Windows is not fully compatible with Retina displays. As a result, your HUD may be misplaced when using Parallels and Windows. This is not a PokerTracker bug — it is a configuration issue between Windows and Parallels. See the Parallels Knowledge Base for details on how to address it.