When trying to go to the Professor Store, I get a message that I don’t have access. How do I get access?
My Professor Store is blank! Is this normal?
Send a ticket to Pokémon Support to get this fixed – this isn’t intentional, but luckily it’s an easy fix from their end.
I’ve installed TOM on a new computer, how can I transfer over my settings and players database?
On the “old” computer, look for your TOM_DATA folder – this is where all of your tournament files are stored. On Windows, this defaults to C:\Users\[yourName]\TOM_DATA, and on Mac, this defaults to /Users/[yourName]/TOM_DATA. From the data folder inside of TOM_DATA, copy the profiles folder and the players.xml file.
On the new computer, open TOM, and choose a location for the TOM_DATA folder. Once you reach the login modal, close TOM, then paste the profiles folder and players.xml file you got from the old computer into this new TOM_DATA/data folder.
Why isn’t Speed Entry/Speed Drop opening to allow barcode scanning of match slips?
Usually, this is because there’s no working sound device on the computer – since speed entry/drop make a “ding” when a barcode is scanned, TOM doesn’t know what to do if it can’t make that sound and just prevents the forms from opening entirely. Double check that there are working speakers on the computer; if there aren’t, plugging headphones in is usually enough.
Pokemon.com says I have Professor Points, but the Professor Store says I have none! Did they disappear?
Nope, this is just a syncing bug on first login with the Professor store. Sign out of the Professor Store and back in – your points should now show up.
When viewing standings in TOM, if I click the back button to see the previous round, the forward button doesn’t work. Is this a known issue?
Sort of – the exact reasons for this occurring are unknown. If you are experiencing this, please submit a support ticket with your computer details and the version of TOM you are running.
How do I fix the “Invalid birth year” error when entering/fixing a player’s birth year?
This is a known bug in TOM 1.72.0, and has been fixed in later versions – please update to the latest version.
I’m getting an error when opening TOM that says “Failed to launch JVM”. What do I do?
A number of things can cause this error, but it usually relates to your TOM_DATA folder. The easiest way to fix this is by renaming your TOM_DATA folder to something else (like “old TOM_DATA”). TOM should now open, but it’ll act like it’s a new installation; you can copy over the “data” folder from the old TOM_DATA folder into the new one to restore your information.
If this doesn’t work, try changing the ownership of the TOM_DATA folder. Right-click the TOM_DATA folder, click Properties, then Security up top, then the Advanced button near the bottom. On this screen, check to see if your user account is listed as the Owner at the top. If not, click Change, enter your user account, and then click Check Names. If your name becomes underlined, click OK. Then, check the box at the bottom for “Replace all child object permission entries” and click OK. Now, TOM should open!
If neither of these fixes your issue, please send in a support ticket.
I’ve got two versions of TOM, one with “Pokémon” before the name and one without. Which do I use?
The version of TOM without “Pokémon” is the current version – you can safely uninstall the old “Pokémon” version.
All the buttons and text in TOM are super tiny/messed up! How do I fix it?
You’re using a high-DPI display, and the default settings in Windows don’t scale TOM properly by default. Right-click the icon for TOM, click Properties, go to the Compatibility tab, check “Override high DPI scaling behavior”, and choose “System (Enhanced)” (or just System if the Enhanced option doesn’t appear).
After clicking Pair Next Round in TOM, an error pops up: “Unable to pair any more rounds. The tournament will now end.” TOM shows more rounds remaining. What gives?
This is a known bug in TOM, but luckily it’s an easy one to fix. Dismiss the error dialog, save the tournament, and close TOM. Then, reopen TOM and open the tournament file. You should now be able to pair the next round (likely the first round of top cut Single Elimination).
I can’t see the Verify or Print Roster buttons in Step 3, what do I do?
For some small screen resolutions, the default size of the Step 3 box is a bit too tall. Depending on the screen size, you may be able to resize the Step 3 box by clicking on the very top of the window and dragging it down. If this doesn’t work, you may need to set the Windows taskbar to auto-hide.
How do I contact Pokémon Organized Play regarding an issue with TOM?
Submit a support ticket at https://support.pokemon.com/hc/en-us/requests/new?ticket_form_id=360000020293, choosing Tool Issue as the category and TOM as the subcategory.
I’m having issues installing TOM… help please?
The installation process for TOM can sometimes be confusing, so please look below for your operating system for more on how to get things working!
Windows
To install TOM on Windows, you’ll need a 64-bit version of Windows 10 or newer. If you’re not sure which version of Windows you’re running, here’s Microsoft’s guide on figuring that out. If you are running Windows on S Mode, you’ll need to switch out of S Mode to install and run TOM.
In some very rare circumstances, TOM may not start directly. You may need to navigate to C:\Users\YourUserNameHere\AppData\Local\Tournament Operations Manager\app and use the following command:
java -cp tom-1.70.0-SNAPSHOT.jar;barbecue-1.5-beta1.jar;jgoodies-common-1.8.1.jar;jgoodies-looks-2.7.0.jar;jhall-2.0.jar;xercesImpl-2.12.2.jar;xml-apis-1.4.01.jar com.tcg.pokemon.op.tom.Main
macOS
To install TOM on macOS, you’ll need macOS 11 or newer. If you’re not sure which version of macOS you’re running, here’s Apple’s guide on figuring that out.
Some Mac installs seem to have issues with the profile XML files if upgrading from a previous version – if you are having issues, remove all XML files within TOM_DATA\data\profiles and create a blank profiles.xml file. You’ll have to recreate any TO profiles, but it should work.
Other (Chrome OS, Android, iOS, etc.)
TOM is not supported on any operating systems other than Windows and macOS. While some Tournament Organizers have gotten TOM to work on Linux (notably Ubuntu and Arch Linux), there is no guarantee that TOM will work correctly on any operating systems other than Windows and macOS.
Why is Pokemon.com giving an “!” error when I try to add players in my League report?
Did you enter the players’ birthdates in manually? If so, this is a known issue. Simply clicking in the date fields and selecting each birthdate on the calendar resolves the issue. This can also occur if the birthdate isn’t formatted correctly – it needs to be in YYYY-MM-DD format.
Can I use official Pokémon images, such as logos and/or artwork, to promote my events?
Officially, no. Unless explicitly given permission in writing from TPCi, you are not technically allowed to use any official images, including Play! Pokémon logos, Pokémon League logos, or set artwork. In some cases, notably for Prerelease events, TPCi provides images that may be used for event promotion.
Never, ever, under any circumstance, use fan-art for graphics. Do not use character art unless provided by TPCi. Do not use TPCi intellectual property when creating trophies, prizes etc for your event. It is imperative that a graphical standard is maintained across events and that fan art is never utilised.
Kay Dyson, The Pokémon Company International
Note: Many Professors do use official logos and artwork without permission, however, and have not been disciplined by TPCi for doing so. However, we cannot promote this practice, and doing as such is entirely under your own risk.
How do I move my League to a new location?
In most scenarios, a League may not move. While Pokémon Organized Play is the ultimate authority on deciding what Leagues may move, Professors have been able to move Leagues in the following scenarios:
- The location of a Store League has ceased to exist, and a nearby store that does not already host a League is willing to host the community.
- A Club League wishes to become a Store League, and a nearby store that does not already host a League is willing to host the community.
If the location you are wishing to move your League to already has a League, the existing League in that location will take precedence.
If you believe your League may fit a scenario where it could be moved, you may submit a support ticket at https://support.pokemon.com/hc/en-us/requests/new?ticket_form_id=360000020293, choosing League as the category and Event as the subcategory.
I didn’t receive an item from my Professor Store order, and it’s listed as out of stock on the shipping note. Will I get this item eventually, and if not, will my Professor Points be refunded?
Unfortunately, as out of stock items may never get restocked, this item won’t arrive unless you place another order. If you used Professor Points for this order, they may not be automatically refunded, so after checking your balance, submit a support ticket at https://support.pokemon.com/hc/en-us/requests/new?ticket_form_id=360000020293, choosing Professor Program as the category and Points as the subcategory.
I never received Professor Points for an event I staffed. What do I do?
Two things to check:
- Check that the event appears in your staffing history. If the event does not appear, please check with the Tournament Organizer to make sure that the event has been successfully uploaded and that your staffing was correctly recorded.
- You might have already received the maximum amount of Professor Points for the month. If you are a Basic Professor, the maximum is 10 Points. If you are a Stage 1 Professor, the maximum is 20 Points. If you are a Stage 2 Professor, the maximum is 30 Points.
If the event does appear in your history and you have not reached your max for the month, submit a support ticket at https://support.pokemon.com/hc/en-us/requests/new?ticket_form_id=360000020293, choosing Professor Program as the category and Points as the subcategory.
There’s an issue with my Professor Store order. Who do I contact?
Submit a support ticket at https://support.pokemon.com/hc/en-us/requests/new?ticket_form_id=360000020293, choosing Professor Program as the category and Order as the subcategory.
How often do items get restocked in the Professor Store?
The official communication regarding restocks is that some popular items will get restocked every 3 months, with a general restock happening at lease once a year. In practice, this timeline isn’t strictly followed as of writing, but restocks do happen. Some items regularly run out and are restocked, but others may no longer come back in stock after running out.
How long will it take for my Professor Store order to arrive?
The official estimate is 1-2 weeks for the continental US, 2-4 weeks for the rest of North America, quarterly for Brazil, and 4-6 weeks everywhere else. In practice, this shipping time is after orders are processed, which can take some additional time.
A common answer to this question by many Professors is to forget that you ordered something, and be pleasantly surprised when your order shows up.