To troubleshoot this issue, we’ll need your Ignition support bundle.

1. Start PokerTracker with logging enabled.
2. Click Get Hands While Playing and reproduce the issue.
3. Create an Ignition support bundle:
   - In PT4, go to PokerTracker Apps → Ignition Hand Grabber → Status.
   - Click the gear icon and select Create Support Bundle.
   - Save the bundle to your computer.
4. Click Contact Support on the right side of the page and attach the support bundle.
 

If the PokerTracker HUD never appears on Ignition tables and no hands are imported, follow the steps below.

1. Check Your Ignition Hand Grabber License
- Visit your My Licenses page.
- Confirm that your Ignition Hand Grabber license is active.
- If expired, renew it from My Subscriptions (click Inactive, expand the Ignition Hand Grabber subscription, and click Renew Subscription).

An expired Hand Grabber license will prevent both hand importing and HUD display.

2. Create a Support Bundle
If your license is active:
1. Start PokerTracker with logging enabled.
2. Click Get Hands While Playing.
3. Play 5–10 hands.
4. Go to File → Create Support Bundle and save the file.

3. Contact Support
- Click Contact Support on the right side of the page.
- Attach the saved support bundle.