just quick question, why i cannot move my HUD.
I mean, sometimes in 6max i cannot see bets/raises because hud is partialy on table and i cant move it around with my mouse.
tnq

If the HUD panels are near their proper seat but just need a slight move to fine tune their positions you can move them with the right mouse button - hm2faq.holdemmanager.com/questions/2601/Mouse+Shortcuts#movehuds

Make sure the HUD Settings > General Settings > Advanced Settings > [ ] 'Lock HUD Layout' option is disabled.

Fozzy71
Customer Support

anyone can help me with hem?
its like it grabs hands i think cause the amount of winning or lost money is changing after i play. but it doesn't display the hud at the table. i also had this kind of error http://imgur.com/IL9Jaq3

tyvm

Make sure your site is configured to save hands and that HM2 is setup to auto import those hands - http://hm2faq.holdemmanager.com/ques...20Setup%20Info

*Note that we do not support play money hands so you must test/play real money hands when using HM2 - http://hm2faq.holdemmanager.com/ques...ay+Money+Hands

Make sure the poker client and hand histories are both in English. If it is not, you need to change it in the Lobby Options or reinstall the software and choose English.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/ques...ime+Adjustment

Please see this FAQ on how to use table finder if you are playing regular non-zoom type tables - http://hm2faq.holdemmanager.com/ques...+not+appear%3F

If you continue to have problems:

Please follow the instructions in the following FAQ and reply back with the answers to the 12 questions in that FAQ. Those answers should help us quickly identify your issue, skipping questions will just mean we have to ask again in the next email and will delay the resolution of the issue - http://hm2faq.holdemmanager.com/ques...es+not+work%3F

Alternatively you can use our Priority Support Tool via the 'Contact Support' link here - https://support.holdemmanager.com/support/category/1/93 - which often resolves the issue and it will ask you relevant questions and at the end it will forward us the answers if you couldn't resolve it look for the 'Heads-Up Display (HUD) Issues' topic. Requests via the priority support tool receive higher priority than normal emails.



Which Operating System, Firewall, and AntiVirus are you using?

This is usually a firewall or windows update issue and the following guide gives a step by step guide:
http://hm2faq.holdemmanager.com/ques...rt+PostgreSQL+

Fozzy71
Customer Support

Downloaded HEM2 for the first time yesterday, and I've been struggling to get it going. I would like to know all my cash game stats since I joined PS (about 4 or so years ago)

First question: I only play on PS but I have a FT account that I don't use, but when I started HEM2 it seemed to pick up the FT account and it doesn't want to pick up the PS account at all? When I search for my name, it doesn't appear. How do I fix this?

Second question: In the PS software, I have the 'save hand history' for 30 days ticked. When I open the folder, there is nothing in there. Doesn't seem right to me?

Third question: I have also asked PS for all my cash game hand history since I joined. They have sent me 63 separate e-mails with a text file in each one. Once I solve the first question, how do I get these into HEM2?

Make sure your site is configured to save hands and that HM2 is setup to auto import those hands - http://hm2faq.holdemmanager.com/ques...20Setup%20Info

*Note that we do not support play money hands so you must test/play real money hands when using HM2 - http://hm2faq.holdemmanager.com/ques...ay+Money+Hands

Make sure the poker client and hand histories are both in English. If it is not, you need to change it in the Lobby Options or reinstall the software and choose English.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/ques...ime+Adjustment

Please see this FAQ on how to use table finder if you are playing regular non-zoom type tables - http://hm2faq.holdemmanager.com/ques...+not+appear%3F

If you continue to have problems:

Please follow the instructions in the following FAQ and reply back with the answers to the 12 questions in that FAQ. Those answers should help us quickly identify your issue, skipping questions will just mean we have to ask again in the next email and will delay the resolution of the issue - http://hm2faq.holdemmanager.com/ques...es+not+work%3F

Alternatively you can use our Priority Support Tool via the 'Contact Support' link here - https://support.holdemmanager.com/support/category/1/93 - which often resolves the issue and it will ask you relevant questions and at the end it will forward us the answers if you couldn't resolve it look for the 'Heads-Up Display (HUD) Issues' topic. Requests via the priority support tool receive higher priority than normal emails.


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 (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD.


In case you also play tournaments:

Any tournament with more than 1 table (and many single table games) will require a separate Tournament Summary/History file to be imported for HM2 to properly calculate the size, places, and prizes. Without this information its impossible for HM2 to know the correct results. If you have any discrepancies you will need to edit the results manually - http://hm2faq.holdemmanager.com/ques...rnament+Editor

You may need to request and import any/all of your old tournament histories and import those to HM2 to correct issues with old tournaments showing wrong results. Stars did not write the tourney summaries to your hard drive in the past, like FTP did, so please enable the option in the PokerStars client via their lobby options and make sure that HM2 has added both the hand history and summary folder to your Auto Import Folder Configuration and this will ensure future tournaments have correct results automatically.
http://hm2faq.holdemmanager.com/ques...er+Stars+Setup

For older tournaments email support@pokerstars.com and ask for ALL your old Hand Histories and Tournament Audit Files in .htm format. They will send you an email with links to zip files of your hand histories. Download all the zip files. Right-Click > Extract the contents of each zip file to a new folder and then manually import those files by going to the Importing option in the HM Ribbon menu and choosing import from folders in the manual import section. You may see import errors as some of these hands are probably already imported.

The tournament summaries should be attached to the email as .htm files. Download the attachments and repeat the process of importing all the files. If the files are sent as .html you will need to rename them (Right-Click > Rename) from .html to .htm extensions otherwise they will not import. You can view this FAQ for more information on importing emailed hand histories:
http://hm2faq.holdemmanager.com/ques...dem+Manager%3F


Fozzy71
Customer Support

i did all u suggest. probably almost of it. it worked for few hands on ipoker . i restarted after it and it doesn't work on prty and stars and ipoker. is there any possibility somebody to assist me to solve this via teamviewr or something like this? tyvm

Unfortunately remote support sessions are not part of your contract. We only use those as a courtesy when someone has exhausted all of the other solutions via email or forum support. We could not afford to stay in business if we did remote support for every customer with every problem.

Please follow the instructions in the post you quoted to create a support ticket so we can assist you further.

Fozzy71
Customer Support

http://imgur.com/2zxOKkI i simply cant send the ticket no matter what i do.

there are 12 fkn hours since im trying to solve this and i cant play. i intsalled and reinstalled and followed all the steps from your instruction videos and from your post and its not workin.

I have not seen that problem before and am forwarding it to our site developers. This new support system only went live so there may be some bugs and I apologize for that.

You can also create a support ticket by emailing hm2support@holdemmanager.com

Fozzy71
Customer Support

Did you try clicking the 'submit ticket anyways' button? It looks like you copied part of the forum post, which shortens the URL links, and that is what is causing the error but clicking the 'submit ticket anyways' button should force the ticket through to us.

Fozzy71
Customer Support

ive been trying to send it any way. i also rewrite the message without copying nothing. ive been trying everything possible .

Did you try creating the ticket manually via your email client as I suggested? Did that work? If it went through successfully someone (I am answering emails right now) will review the email and reply shortly.

Fozzy71
Customer Support

yea did it ty. also searchin for my old pt4 licence. im a professional player and i need to play. i cant sit and do this ping pong answers and questions with you for 2 days.

I just replied to your email. You did not send the answers to the FAQ questions or log file that it instructs you to send.

This is how we have to handle support (with our pro and rec customers both) and is standard operating procedure in the software industry. If you work with us via email we should be able to solve your problems for you. If you send us the required information/files and we still can't provide a solution after our standard email support methods have been exhausted we can consider scheduling a remote support session if necessary but we have a limited number of remote support techs, that plan meetings days in advance, so that will take longer than trying to solve this via email support.

Fozzy71
Customer Support

Is HUD working on fast tables on iPoker - William Hill skin ?

I can not recall any known issues.

Please update to the latest beta version - http://www.holdemmanager.com/downloa...ger_2_Beta.exe

After downloading, right-click the file, go to properties and click unblock. Then, right click the file and run as administrator to complete the reinstall.

Please see this FAQ which gives instructions on how to configure HM2 to work with Ipoker Speed Tables - http://hm2faq.holdemmanager.com/ques...r+Speed+Tables

If you continue to have problems please send the requested files/screenshots as instructed at the end of the FAQ in the link above.

When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is larger than 10MB please upload them to a file hosting site like dropbox, then 'copy public link' and paste the download link directly into the support ticket via the 'Contact Support' link here - https://support.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

Hey,

i read somewhere that you are adding a "text" stat.

any eta on that?

Where did you read this? I do not see any open feature request tickets for this after a quick search.

Fozzy71
Customer Support

somewhere in your forum, cannot remember where exactly tho :/

if there isnt an open request, would you mind to open one?

fwiw: i think the date was either 10/11/15 or 11/10/15

I just checked with our QA/Testing Manager and this will not be implemented in HM2 but it is planned for HM3.

Fozzy71
Customer Support

I just purchased the PLO side of things and can't get any hands to import. The hands imported flawlessly to PT4 (only have a trial of that). Any ideas? My hands are converted Bovada hands.

edit:



SNG/MTT hands import fine.

If you have any problems with HM2 using third party tools, to use our software with unsupported sites, all support will need to be handled by them (in this case Ace Poker Solution) as we do not provide technical support for problems with our software on unsupported sites.

Fozzy71
Customer Support

We need to see a log file to try and figure out what might be causing this:

If you continue to have problems, please reproduce the problem and zip/attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing.

Please zip and email the requested files via the 'Contact Support' link here 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