I bought Pacific Hand Grabber, why have I not received my registration key?
Open the Help->About window of the HG and find the product ID. Copy the ID and paste it in an email to support@idleminer.com. Once we receive your ID we will send you a registration key to unlock your copy.

Can I install Pacific Hand Grabber on a second machine?
Yes. Your purchase is good for 2 licenses. Send us the 2nd product ID and we will generate a key for you.

Why did my ID change?
If you reformat your machine or reinstall Windows, your product ID will change.

Why am I getting errors when I import into Poker Tracker?
If you are running an older version of the hand grabber, you may be getting errors when trying to import into PT. Make sure you are running the current version of the HG. You can download that here
The errors may be from hands grabbed from an older version of the software. Try moving the contents of the hand history folder to a temporary location and purging all errors from the PT error log. This will verify that any hands imported are from the new HG. Try grabbing some new hands and importing into PT. If you are still getting errors, send a copy of the error log in PT along with some of the erroneous hand histories to support@idleminer.com

Do I have to be playing a table to data mine hand histories?
Pacific HG will data mine both hands you are playing as well as hands you are observing.

Does Pacific HG work with Vista?
Yes, Pacific HG will support almost all versions of Vista except for German Vista Home Premium. We are currently working on a patch to add support to this operating system. If you are a German user, you can run Pacific HG on either German XP or Vista Ultimate. For German Vista Ultimate, install the English language pack before installing Pacific Hand Grabber. Once the HG is installed, you can switch your regional language back to German. For more info on this procedure contact our support

Why is the HG displaying "Waiting for Table" when I have tables opened?
Make sure you are running your user account as an administrator. If you are using Vista, disable User Account Control. You can set this under Control Panel->User Accounts.
If the problem persists, uninstall the HG from Control Panel->Add/Remove Programs. Restart your machine and install the HG again.

Why can't I import any hands into Poker Tracker?
Make sure that you have set your hand history folder location in Poker Tracker to the same directory that the HG outputs hands into. The default directory is C:\Program Files\Hand Grabber\History

Pacific HG is only saving 1 hand history per file, is this normal?
Yes, the HG writes out 1 hand history per file. These files are extremely small, usually 1 to 2 kb, but you can delete them after you have imported your hands into a database.