Which problem are you having exactly? There are a few right now unfortunately.

Is this on cash games or tournaments? We are aware of the problem caused by their recent hand history format change on tournaments.

The Table Finder should get the HUD working on tournament tables for now while we work on a fix to automate the HUD again.

Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/ques...+not+appear%3F


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

The assigned internal ticket # on this issue is HM-8611: Pacific: changing in tourney hands format broke HUD

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

We need as many different hand types from different table sizes so feel free to send us any problem hand histories so we can attach them to the ticket for testing/development to make sure we get this completely fixed in a future update.

If you continue to have problems please zip up and email the problem hand histories with details of the issue you are experiencing 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.


B) If your problems are on cash game tables:

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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 zip/attach your \HM2Logs folder 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

Ok, thx!

Gonna wait until the update then and till that time use the table finder.

Thx for the quick response, appreciate!

@888 table finder works but hud is not stable. Sometimes stats are freezing.

Any ETA on HM-8611 (888 - hud not starting in MTTs) ?

Is there no way to visualise how the borders will look in the pop up designer without having to use the replayer/ingame HUD?

This is likely because of the changes they made to the hand histories (added table size information) which is affecting parsing as well as HUD detection.

We have a quick fix going thru internal alpha testing and according to initial feedback from the first testers it looks like we have solved the problem. Hopefully we can get it checked in soon and push a new public beta shortly after that. If we can get it checked in before the next beta 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

Unfortunately not but if you open the replayer > click the gear icon > edit to open the HUD Settings you should be able to organize everything such that when you make a change in the Popup Designer and click Apply you can mouse over to the Replayer HUD to see the changes.

Fozzy71
Customer Support

I have a bug with my hud. I think the best way to explain is with a picture :



I can't move the stats out of the black box (the blackbox moves with the table but never aligns with it)

Note : this is on windows using parallels desktop but I never had this problem before with the same setup.

Hey HEM just got new computer, got HEM set up. And a virus attacked computer, HEM shut down.... Once I got virus /malware off computer HEM wont start...
I get this

http://www.deucescracked.com/forums/...2331-HEM-HELP-
Some reason cant get that picture up....

how do you change the touney forma to a money graph instead of a chip graph? idk y it counts chips... jsut got hem so if someone could explain it to me would be a big help. thanks

1. Make sure your poker client is closed and right-click on the shortcut icon for the client.
2. Select "Properties" on the menu that pops up.
3. Go to the "Compatibility" tab.
4. Under Settings, put a check in the box labeled "Disable display scaling on high DPI settings."
5. Use the "Apply" button to save this information.

If you can't find the options mentioned above for your poker client than use the following instructions:

Change your DPI Scaling to 125 or 96/Normal - http://www.sevenforums.com/tutorials...gs-change.html

Here are instructions for Windows 8 - http://www.howtogeek.com/175664/how-...-blurry-fonts/

If you are using Windows on a MAC you may have to change it in the MAC settings as well as the Windows settings - http://support.apple.com/en-us/HT5266s

Fozzy71
Customer Support

Please make a backup of your settings and reset them as described here - http://hm2faq.holdemmanager.com/ques...fault+settings

If that does not solve your problems please try to rename C:\Users\UserName71\AppData\Roaming\HoldemManager to C:\Users\UserName71\AppData\Roaming\HoldemManager2 & try to run HM2 again. This will cause you to lose all of your settings and you will need to create a new database but it will hopefully solve the problem.

If that solves your problem please zip the settings from the TEMP directory you backed up earlier and upload it to a file hosting site like googledrive, dropbox, or filedropper and email us a download link for testing. This will help us in preventing the issue coming back in future.

If you continue to have problems, please reproduce the problem 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

Fozzy71
Customer Support

Which specific graph are you referring to? We have more than one but most should have an option in the lower left corner 'options' menu. Some of the graphs can only graph in chips when you are graphing hands instead of tournaments.

Fozzy71
Customer Support

OMG I have to be a rocket scientist to do that

never mind i figured it out... ty

This is what I do but the HUD settings menu keeps stealing focus from the replayer, it's quite frustrating.

I think you might be over-reacting just a bit. The settings backup/restore utility is quite user friendly so please follow the instructions in the FAQ step by step and give it a try. It only takes a few clicks and keyboard presses. Don't be frightened by having to use the CMD window. And if that fails, renaming a folder should be even easier to do for anyone but that possible solution is more drastic in that it will possibly reset some settings that the first method won't with no easy way to restore them like the settings utility.


You are very welcome. Good luck at the tables. If you have any further questions or problems do not hesitate to ask us.


Ahh, I see now. I don't use the popup designer much myself and I just gave it a longer try now than I did yesterday when first replying and can see what you are talking about. I will discuss this with our QA/Testing Manager to see if we can write this up as a possible future improvement to make it behave better somehow.

Fozzy71
Customer Support

This happens when I try and restore setting
I re-name that file from Hold manger to HEM

And when I back up it says this


I tried everything you posted I am baffled.....

what the!
I don't know why links and pics aren't working can you check thru DC again please
http://www.deucescracked.com/forums/...2331-HEM-HELP-

I will take a look at the pics/logs on DC after lunch and reply there.

888 Poker mtts is not working. I have paid 50-60 dollars for it and its not been working for at least four days. I know most of ur focus is pokerstars but i paid good money for you service that is not working. The work around is a joke. I WANT A REFUND. Played tonight on 888 and could not get it working. Had to go in and out table finder. How come you cant find a solution. I PAID FOR THIS POXY SERVICE AND ITS NOT WORKING. 888 IS ONE OF THE GAMES YOU SERVICE EITHER PROVIDE OR I WONT A REFUND. AND IF U DONT SOON I AM GOING TO SLANDER YOUR POXY SERVICE ALL OVER TWITTER. JOKE WHY CANT Y FIND A 888 SOLUTION.

They released an update earlier this week that changed their hand history format. This means we have to have our developers push a code change/fix, and it has to be tested internally to be sure it's working properly and doesn't introduce new problems before we can release it to the public. If they had given us notice of this change in advance we could have possibly had a fix released in advance for their/our customers but if they don't notify us in advance all we can do is try to fix it as quick as possible once we are aware of the issue.

Until we release this fix you will need to use the table finder as previously posted recently in this thread. Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/ques...+not+appear%3F

Fozzy71
Customer Support

Cant get hem2 to work on 888 poker. I already did the hidden file thing. I assume this might have something to do with my time zone? 888 poker shows my time 1 hour behind because here the time zone actually went fast forward 1 hour.


If thats the case, am i suppose to + or - 1 hour if thats the reason? Because i did both and it doesn't work either way.


Also whats strange is i now have 2 desktop icons called desktop that says this when you open each of them up. I got this i believe after i did the hidden files thing. Is this related?

[.ShellClassInfo]
LocalizedResourceName=@%SystemRoot%\system32\shell 32.dll,-21799
[LocalizedFileNames]
Intel(R) Iris(TM) Graphics Control Panel.lnk=@C:\PROGRA~2\Intel\INTEL(~1\UNINST~1\Set up.exe,-1170

[.ShellClassInfo]
LocalizedResourceName=@%SystemRoot%\system32\shell 32.dll,-21769
IconResource=%SystemRoot%\system32\imageres.dll,-183

Also in Site setup for pokerstars

Also i took a look and my pokerstars show a yellow exclammation point yet it works. However it seems to record mtt 180 mans wrong. So maybe thats the issue? Can you tell me whats happening here?


I got 5 folders in pokerstars


User/myname/appdata/roaming/hem data/hands

user/myname/local/pokerstars/handhistory+subfolders

user/myname/local/pokerstars/tournhistory+subfolders

user/myname/local/pokerstars/handhistoryMypokerstarusername+subfolders

user/myname/local/pokerstars/tournhistoryMypokerstarusername+subfolders


Is there some folder i should be deleting here? Never recalled having this many folders in the auto import folder option. Was sure it was always 2 or 3 max. Im guessing this is the reason why my hem2 doesn't record correct place number for 180 mtt tourneys when it did few months ago?


Thank you.