Reporting problems

If you believe that Table Optimizer is not working correctly and want to report it, please follow these steps:

  1. Check if the problem persists after restarting your PC.
  2. Make sure that you’re using the latest version of Table Optimizer and compatible version of PokerStars software.
    How to check if PokerStars client is compatible?
    Start TO and PokerStars software. Click on the log window at the bottom of TO user interface ans scroll up. You will be able to see TO version, PokerStars version and if they’re compatible.
  3. Check if the problem persists after disabling your anti-virus software. If you can’t disable it, try adding TO main folder to the exclusions list.
    How to find TO main folder?
    This is the folder to which you’ve extracted to.zip file when you were installing Table Optimizer. It contains all files required to run TO, your settings and logs. You can easily find if you have desktop shortcut to TO by clicking it with right mouse button and selecting “Open file location”.
  4. Send us an e-mail with a detailed description of the problem and attach a zip archive with following files:
    • your settings – TO main folder/options.xml
    • 3 latest logs – TO main folder/logs/ and TO main folder/logs/sng_reg/ if you have problem with SNG registering
    • your PokerStars settings – PS settings folder/user.ini. The easiest way to find this file is to click on the “Help” button in PokerStars lobby and select “Open My Settings Folder”. DO NOT send this file if PokerStars is configured to remember your password.