Could not connect to server error

[gtofish]

Any help (see screenshot)

[Flag_Hippo]

Is this a new install or was everything OK until now? Locate and delete the postmaster.pid file if it is present (not "postmaster.opts" which may be there too). You can find that file in C:\Program Files\PostgreSQL\9.3\data\ although you may have a different PostgreSQL version (e.g. 8.4, 9.0) or have it installed elsewhere. Once it's deleted, reboot and try starting PokerTracker 4 again. If that does not help then click your Windows Start button then type the following command:

services.msc 

and click on it when it appears. Do you see the PostgreSQL service in the list? Is it started, or can you start it? Has it been disabled? If the PostgreSQL service is listed but not starting then open the Event Viewer (in the same way - if you type 'event' you should see it). In the top left section, expand "Windows Logs" and click on "Application". Do you see any recent errors in the top center section for PostgreSQL? If you do let us know what they say.

[gtofish]

I uninstalled the program and then re-installed it. Now I get this error message "authentication method 10 not supported" (see screenshot).

I paid for PT4 and I am starting to get frustrated that I can't use it. Also, I'm not so great with computer stuff, so if I can speak with someone in customer service, or if I can share my screen and you can help me get it working, I would really appreciate it. Thank you.

[Loumarin]

Have the same problem when try to install like in the first picture. There is no postmaster.id and no service is running or stopped. This is a new windows 10 system. Everything is running. Trying do install Holem Manager and HandtoNote, absolut no problem. Have a license since 2013. Should I switch to one of these products?

[gtofish]

I'm about to cancel my Poker Tracker subscription if I don't get some help soon.

[Flag_Hippo]

I uninstalled the program and then re-installed it. Now I get this error message "authentication method 10 not supported" (see screenshot).

I didn't suggest uninstalling the current PostgreSQL and this new error likely means you have now installed PostgreSQL v13 which PokerTracker 4 doesn't support so please uninstall it. I recommend downloading and install PostgreSQL v9.6 from here. When installing use 'dbpass' (no quotes) for the PostgreSQL password which is what PokerTracker 4 uses by default. If you receive confirmation that the install was successful then at the end of the PostgreSQL install remove the check mark from the 'Stackbuilder' option, click 'Finish' and try starting PokerTracker 4 again. If the PostgreSQL install did not complete successfully send us this file in a Support Ticket:

C:\Users\{Windows Login}\AppData\Local\Temp\install-postgresql.log

If you do not see the AppData folder in Windows File Explorer then refer to this guide.

I paid for PT4 and I am starting to get frustrated that I can't use it. Also, I'm not so great with computer stuff, so if I can speak with someone in customer service, or if I can share my screen and you can help me get it working, I would really appreciate it. Thank you.

We do not have telephone support but if you want further assistance from another technician you can open a Support Ticket.

[Flag_Hippo]

Have the same problem when try to install like in the first picture. There is no postmaster.id and no service is running or stopped. This is a new windows 10 system.

If there is no PostgreSQL service then it isn't installed:

I recommend downloading and install PostgreSQL v9.6 from here. When installing use 'dbpass' (no quotes) for the PostgreSQL password which is what PokerTracker 4 uses by default. If you receive confirmation that the install was successful then at the end of the PostgreSQL install remove the check mark from the 'Stackbuilder' option, click 'Finish' and try starting PokerTracker 4 again. If the PostgreSQL install did not complete successfully send us this file in a Support Ticket:

C:\Users\{Windows Login}\AppData\Local\Temp\install-postgresql.log

If you do not see the AppData folder in Windows File Explorer then refer to this guide.