PokerTracker not importing hands/tournament info with BOL

[TheNomadicAspie]

I recently bought Ace Hand Catcher and PokerTracker4 to use with BetOnline, but have been unable to get it working. The hands are importing correctly when playing tournaments, though I get errors when playing cash games (Which is fine since I mostly play tournaments and SNGs).

It seems the hands are importing usually, sometimes I get duplicate errors though. The main issue is that there's absolutely no data under any of the graphs or charts. A few hours after playing a tournament, the only data I'll see is a chart showing that I've lost every tournament I've played, even when I win.
I uninstalled and reinstalled PokerTracker and the hand catcher after deleting the database and played 3 double or nothing SNGs. I won 2 out of 3 for $15 each, but PokerTracker is showing no data except a $45 loss and that I lost 3 tournaments.

Doing research online I've seen people with similar issues, and the answer is always to contact support. I did contact them 10 days ago and got one message 3 days ago asking for a log file and explaining that they only support one particular hand catcher. I've a little frustrated at the length of time it's taking to get responses, and I can't really figure out if the issues is with ACE hand catcher or PokerTracker. The ACE hand catcher support says everything is working fine when I sent them a log file, and since the tournament info is incorrect on PokerTracker it seems that's where the problem is. Or maybe it's both programs that aren't working, but since the tournament info is imported by PokerTracker and not the hand catcher it seems PokerTracker is at least to blame for not showing the correct win/loss?

Has anyone had a similar issue that knows how to fix it without waiting for responses from support? Or is there just no way to get it to work with the software I've paid for (Ace hand catcher and PokerTracker4)? Thanks in advance for any tips or advice.

[Flag_Hippo]

I did contact them 10 days ago and got one message 3 days ago asking for a log file

It didn't take 7 days for us to reply. You opened a ticket on this topic 4 days ago and as explained in our initial reply a couple of days later we have a higher than normal ticket volume due to the current pandemic.

The main issue is that there's absolutely no data under any of the graphs or charts.

You attached two screenshots to your reply. The first shows data (pt1.png) and the second doesn't (pt2.png). This is likely because in the first one the data is unfiltered and in the second you are using filters. In pt2.png you have filters active for tournament flags. If you click the blue 'Clear All Filters Above' link do you see data? You also mentioned that the screenshot is of a tournament graph however it isn't. You have selected the 'Overall Results (Cash & Tournament') graph.

I won 2 out of 3 for $15 each, but PokerTracker is showing no data except a $45 loss and that I lost 3 tournaments.

Are the results of these tournaments specified in the files provided to you by Ace Poker Solutions? You can verify this for yourself by opening the files Ace Poker Solutions saves to your computer. For any tournaments with incorrect data you can update the information manually:

Guide: Updating Tournament Information Manually

[TheNomadicAspie]

Thank you very much for the help. I'm very sorry, you're completely right that it wasn't 10 days, I am an idiot for thinking it was that long and I'm so sorry for being so impatient.

If you'd like I can remove my original post since it was obviously user error and not PokerTracker's fault at all, or I can leave it up so I can be forever publicly shamed.

Sorry again for the complaint and thank you so much.