We are testing a fix for PT4 and if it passes those tests it will be migrated to HM2 for further testing then a beta release. These changes should be available in the next gold beta release. While we do not have an exact date for the release, you will receive a prompt to update once available as long as you have enabled the Settings > General > [x] Prompt for Beta Updates.

Fozzy71
Customer Support

This depends on the priority of the issue and any other more urgent/critical issues that may come up that are caused by site updates like the recent FTP update, the current zoom issue, the upcoming stars third party tools rules changes, etc. These all cause existing known issues to be delayed.

This issue has been documented in detail and provided to the developers to resolve.

The assigned internal ticket # on this issue is HM-8576

If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When 8576 Is Resolved" in the subject line and body of the email.


HM3 is in the earliest stages of alpha development and it is a long way from being reeady for beta testing let alone officlal release. It's development has no impact on HM2 bug fixes and releases. We are including customers in the feedback in this early stage of development feedback for the first time ever to try and make it as user friendly and feature rich as possible.

I can not comment on future pricing plans at this time.

Fozzy71
Customer Support

I have 2 issues.

The first I reported months ago: Players with 4 letter names will not produce a HUD next to their name. Support told me they would investigate and get back to me. Obviously they never bothered.

Now I have an additional issue: My own HUD stats will not appear when playing on either Fastforward or Regular tables. A box appears, with my screen name, but no stats appear.

Both on Bwin (party) poker.

I have uninstalled and re-installed the software but both problems persist.

Please don't tell me to log everything, send it in, and then stop contact with me like last time when you couldn't fix it, or I will just switch software, because I am sick of that ****.

What software are you going to switch to? They own both of them

Why should I search? I had a lengthy email conversation with support a while back in which they said they would contact me if a fix was found. They have not. If a fix has been found and they have neglected to contact me as they said they would then it's terrible CS from HM.

As to why I would switch, I would switch in the hope that the other software actually works as advertised, so I don't have to spend all my time feature logging and emailing stuff to HM2 support so my HUD will work.

This issue has been documented in detail and provided to the developers to resolve.

The assigned internal ticket # on this issue is HM-8700

I have added your email address to the ticket so we can notify you once we have fixed it.

You sent us logs for this but you did not include the hand history files that we will need for the developers to fix it. Can you send us your hand history files from June 16th so we can attach them to the ticket please?

Please zip up and email the problem hand histories with details of the issue you are experiencing or a link to the relevant thread/post with your forum name and send it to hm2support@holdemmanager.com

All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM2Archive is in C:\HM2Archive by default, but you may have put it anywhere. The archive should be organized by \Month\DayOfMonth e.g C:\HM2Archive\2009\07\31 or if it was auto-imported with v7283+ it would be in C:\HM2Archive\SiteName\YYYY\MM\DD.

When sending any hand history files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is too big to attach to an email please upload them to a file hosting site like dropbox or filedropper and send us the download link.


I just got confirmation PT4 attempted a fix but it looks like the fix may not have gotten checked into HM2.

Please download and unzip this file.

Close HM2 and copy the extracted file then paste it into C:\Program Files (x86)\Holdem Manager 2 and please let us know if that solves the problem for you so we can make sure to get this checked in before our next beta.

Fozzy71
Customer Support

In our defense: under your email history in our system the last email was from us to you on July 17th with some suggestions, asking if the suggestions helped and if yes to send us some specific files so we could find the cause. You never replied to that email.

Please let us know if the file I linked to in the above post helps with your problems.

Fozzy71
Customer Support

No such directory exists anywhere on my PC.




Didn't do anything.

I should point out that this 2nd problem exists on my main PC but not on my laptop. Hence why I attempted to uninstall and resintall HM2, hoping that would fix it. But uninstalling and reinstalling the program with a freshly downloaded version did nothing. It retained all my settings and was 100% a waste of time.

Is there a way I can restore defaults in HM2 to see if that works?

Then you must have configured a non-default archive path. Check under the Options > Site Setup > Auto Import Folders:



Regards,

Fozzy71
Customer Support
Hold'em Manager

If the suggestions helped you would have heard from me.

I have found the folder but there are no records from June 16. I will check my laptop records, might have been playing on that during this time.

Further info:

After testing on my laptop, my own HUD stats will show while playing on regular tables only. They will not show on Fast Forward tables.

On my desktop PC, my own HUD stats will not show on either kind of table.

Hope this helps.

While playing on regular tables on my desktop PC, the HUD background and player name will not appear at all for me.

While playing on Fast Forward tables, the name and box appear, but the name is wrong, and no stats appear. Stats appear for all other players (except those with 4 letter names) fine.

Is the above with the new partycommunicator file I linked above?

We have a new beta build with a possible fix for the 4 character issue that is being tested right now and our QA/Testing Manager just tested it had no problems with his or opponent's HUDs but he was not able to encounter any players with 4 character names.

These changes should be available in the next gold beta release. While we do not have an exact date for the release, you will receive a prompt to update once available as long as you have enabled the Settings > General > [x] Prompt for Beta Updates.

Fozzy71
Customer Support

Yes.

Although I should note that although the file I downloaded is named "PartycommunicatorAug31", Windows still tells me that the file contained inside was last modified on August 29.

Have you tried making an account with a 4 character name and then joining a table/zoom pool where he's sitting?

That doesn't matter as the one you should have pasted/overwrote over in the program files folder was last modified in March.

I personally can't play there and AFAIK all of our testers that can play there have party accounts and can't create new ones. Party does not allow 4 character names to be created, only their skins do, and I am not sure that any/two of our testers play those skins. If this is still a problem for you with the new partycommunicator file and/or the next beta we are going to need a new set of logs, files, and hands as you are the only customer reporting this problem linked to that bug ticket. If we can't duplicate it and can't get logs from you it will be impossible to fix.

Please enable the Settings > Feature Logging > [x] 'HUDStats' and 'FastPoker' option and increase the Max number of log files option to 10 so old logs are saved with date/time stamps. You can also enable this before you launch HM2 from the Start Menu - http://hm2faq.holdemmanager.com/ques...ging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/ques...Reporting+Tool
- Attach a screen shot of the table/desktop
- Try to include the Active Sessions tab and/or Sessions Report that also includes your windows clock and poker client lobby clock in the screen shot
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and attach your log.txt file with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

With all the above information we should be able to narrow down what is causing the issue, if all the information is not included we will need to email you again to request it.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

Fozzy71
Customer Support

just got holdem manager 2, i play on the winning poker network. Is the beast rake taken into account when my total rake paid is added up? Or does the beast rake make the results skewed?

In the time it took you to type this you could have found someone to make a new account on Bwin for you and tested it yourself.

I've already done this months ago (including screenshots, time stamps etc), and I'm not going to waste my time doing it again when the problem is clearly of no importance to you. You could quite easily create an account to test the problem yourself if you really wanted to. You've known of the issue for months and taken no action to resolve it.

Please let me know if you have a solution to the other problem of my own stats not appearing.

I believe they stopped taking a separate beast rake some time ago and they now pay it themselves out of the main rake so it should not affect the rake values you see in the reports or rakeback line of the graph.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Ah yes thats what i meant. It shows up in the hand histories as JP (jackpot)

Say i have 1 hand, $1.80 rake and $0.20 JP

Will my total rake paid stat take this into consideration and show $1.80 rake paid or will it show the full $2. Im hoping it shows up as $1.80 so i can have an accurate idea of my rake paid since wpn players do not get rakeback on the portion of rake that feed the beast promo.

Preliminary tests show that it is counted in the total rake. We will take a further look into this.

udbrky
Customer Support

You can test this yourself by importing that one hand to a new database.

I just tested this with one hand that had 2 players on the flop and all-in on the river at PLO5 on WPN.

Rake stat shows as 26c and when setting RB to 100% it shows my RB stat in the Reports as 26c so the Rakeback stat/line should be based on the Rake stat and not the Jackpot amounts in the hand history files.

Regards,

Fozzy71
Customer Support
Hold'em Manager

None of our testers can duplicate this problem so if it continues after our next beta release you will need to send us the requested logs/files if you want us to be able to help you further. We can't help with it any further in this thread as it is designed for quick questions/answers and any problem that requires logs be sent must be handled via email so we can better follow the conversation and transfer files/logs.

Regards,

Fozzy71
Customer Support

HUD has stopped working for NL25 and NL50 zoom tables (didn't test higher).

Played a session at Arp and Whirlpool this morning approximately 7 hours prior to this post and everything was working fine.

Logged on 30 minutes ago and HUD was not displaying, permanently waiting for hands.

Hands are importing and being stored with no problem, it's only the HUD that is not displaying.