sending pt3 hands >new pt4

[Rickflair]

Now please bear with me as this is my first post and I'm new to the pokertracker software.
First of all i have recently used my 30 day free trail of pt3 and last night decided to buy the pt4 software as i was really impressed with how good it is,Basically when using the setup assistant when importing my hand from pt3>p4 I'm short of roughly 4k worth of hands and also the drop down box says theres an error with pokerstars access violation .I did some digging on the forum and also sent an email to support to try and get some feedback and just wondered if anyone on here could help me.

I have done a lot of reading before posting this on the forum and see a lot of people talking also about a support tickets could someone please explain how these work as i want to learn for future reference the best ways of me sending and receiving information to the support guys in order to make things as smooth as possible.

Thank you
Rick.

[kraada]

Rick,

Thanks for working with us to help us improve our conversion system. Errors like that really shouldn't be happening. When we talk about support tickets, we mean filling out a form so our support personnel can work with you and in some cases (definitely in your case though), get the appropriate information to the developers to fix the problem. Tickets are opened here and you'll get a response within 24 hours if at all possible (though sometimes it can take slightly longer). The reply will be sent to you via email and you can reply either that way or via the web form. In your case if you could also attach your hand histories zipped up (as explained here) that would be a bit help - once we can reproduce the problem, we can get it fixed much more easily.

[Rickflair]

Rick,

Thanks for working with us to help us improve our conversion system. Errors like that really shouldn't be happening. When we talk about support tickets, we mean filling out a form so our support personnel can work with you and in some cases (definitely in your case though), get the appropriate information to the developers to fix the problem. Tickets are opened here and you'll get a response within 24 hours if at all possible (though sometimes it can take slightly longer). The reply will be sent to you via email and you can reply either that way or via the web form. In your case if you could also attach your hand histories zipped up (as explained here) that would be a bit help - once we can reproduce the problem, we can get it fixed much more easily.

Krada thank you for you're response would i be correct in thinking that if I'm importing say around 22k hands and I'm only have problems with 4k out of that 22 you need the whole 22k?I have also played a number of hands when my pt ran out of trail so how would i know how many hands to request?
Also do i just request these via the site i use ie pokerstars?Also if this is the case is it possible to sent the hand history's to a support ticket i have already sent?

Sorry for all the questions i just want to be clear before i send you the info

Cheers Rick

[kraada]

The original hand histories should be in the C:\Program Files (x86)\PokerTracker 3\Processed folder - you can zip those up and send them to us. We probably don't need them all but having them all will guarantee we can completely duplicate your setup and it is definitely the easiest way for us to figure out what we need to do. We will only use these hands for troubleshooting your problem and then they will be deleted.

[Rickflair]

The original hand histories should be in the C:\Program Files (x86)\PokerTracker 3\Processed folder - you can zip those up and send them to us. We probably don't need them all but having them all will guarantee we can completely duplicate your setup and it is definitely the easiest way for us to figure out what we need to do. We will only use these hands for troubleshooting your problem and then they will be deleted.

That's awesome thanks a lot for you're help no doubt you will hear from me at some point in the future with some noob question

Kind Regards
Rick