Alright, i submitted a ticket. Ticket #177023

Thanks, I just replied to you there.

I had forgot about this ticket in reference to their PC client hands that their support sends via email:

HM-7676: WPN emailed files do not import

It is likely the same problem and not anything MAC specific but I forwarded it to our testers to verify.

Fozzy71
Customer Support

Yeah that def is probably the problem. Is there a fix for making the files they send via email eligible to import?

seems like it would be a simple fix since HEM just reads the txt files right? Like convert their email txt to the proper import format. I compared a played WPN hand to the email txt hand and it is almost identical. I don't understand why it wouldn't import tbh

There is no easy fix that I am aware of but I don't do the bulk of this type of testing and am not a programmer. Our testers will look into it when they have time and discuss it with our QA/Testing Manager so he can talk about it with the developers. I would really like to see this happen as well as I think I have missed/lost a few hands over the past few years due to reformatting my PC so often for work.

Fozzy71
Customer Support

Understandable. Can we get an updated time frame once you speak to them? I noticed you opened the ticket in 2014 saying you were working on it.

We no longer give estimates until it has been confirmed as fixed by our internal testers and the release is imminent.

Fozzy71
Customer Support

Is it possible to revert to a previous version that still utilizes badges? I don't play on Pokerstars but I play on a site that uses Pokerstars site import. Which version do I need to revert to?

Which site? I think some of the 3rd party converters (Bovada Card Catcher perhaps) have begun to change their software to use HH formats from other sites instead of stars so that you can use the latest HM2 versions.

You can get older HM2 builds from our HM2 Releases forum. I think you would need to use version 8385. Here is a direct download link for 8385.

Fozzy71
Customer Support

Chico..thanks for the link

Hi, I would like to buy Holdem Manager 2.

I have a few questions:

1) When I pay the amount, what I am buying? A license code? So I have to download the program from the webstite and then insert the license code?

2) After I pay this amount, have I to pay something else for the rest of the life? I mean, if a new version of the program will be released, I have to pay again? If some update will be released I have to pay again?

3) What is at the moment the best offer to buy Holdem Manager 2?

4) Do I need some other software/program that I have to pay for using Holdem Manager 2?

Thank you very much for your attention.

This thread is for technical support. The rules of this forum prevent us from discussing sales topics in this thread.

Please email your questions to us via the 'Contact Support' link to our sales team.

Fozzy71
Customer Support

Hi, I just started using HM2 trial version.
I don't see any auto notes in my HUD. HM2 is making the notes which I can see in the caddy report and "show caddy notes" is enabled in the HUD designer.
Any suggestions? TY.

Are you playing on PokerStars or Full Tilt? They are imposing rules that greatly inhibit how HUDs can work. The changes were described by Amaya a few weeks ago and can be viewed here - http://www.holdemmanager.com/Downloa...ence-guide.pdf

which is discussed in detail in this thread - http://forums.holdemmanager.com/note...new-rules.html

These features that will no longer work on the live tables will still work in the replayer for the hands played at Stars and Full Tilt as long as the poker client is closed.

We have changed other features in HM2 such as the HUD Settings > Stat Appearance > 'Color Ranges' only the first 3 colors/ranges will work on FTP/Stars and Auto Rate features are also not allowed at live tables.

NoteCaddy Restrictions on Full Tilt Poker and Pokerstars:

- CaddySpark and CaddyScatter graphs are not allowed to be used during live play on PokerStars and full tilt poker. They will still appear on the replayer and when viewing note history within NoteCaddy
- CaddyClock is currently not functional due to the HEM live tracking being banned at PokerStars. This could change in the future hopefully
- Composite definitions are currently available on PokerStars and full tilt poker. Expressions using definitions that "filter by hole cards and/or board cards" will not work on live PokerStars and Full Tilt poker tables
- Badges that categorize players automatically are not allowed to be used during live play on PokerStars and full tilt poker. They will still appear on the replayer and when viewing note history within NoteCaddy. Badges that are assigned manually by you are currently working on PokerStars. Add the stat NC.PlayerTags to your HUD to be able to tag players manually.

Fozzy71
Customer Support

Ty for the quick answer.
I forgot to mention I play on Pokerstars. I was aware of these changes but auto notes in PT4 are showing in my HUD so I thought these were not restricted.
FWIW I'm not seeing them in the replayer either...

We do not provide NC support (or any app support) in this thread. Please start a new thread on the NoteCaddy Forums or post in the 2+2 NoteCaddy Support thread and their support will be glad to assist you. They prefer to have all of their support done on the forums where other customers can search for answers to similar problems.

Please make sure you include in your thread/post which version of HM2 and NoteCaddy you are using so their team has all the information they need to help you.

Fozzy71
Customer Support

OK, will do. Thanks!

Hud is not working in black chip poker tournament series. Shows waiting for hands but nothing then.. any idea?

This happens anytime a site runs these special/new series.

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

If you continue to have problems there is nothing we can do to solve it before the series ends in most cases but if you can send us a set of logs/files we can at least look at them and maybe get a ticket created for trying to add support in the future:

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:
- 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 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

I have following problem:
When i play tournaments (sng, sngmtt, mtt) it seems that it doesnt count the tourneys.
I get all the hands in HM2 and hud is working too. Bit in the graph or in the active session section it shows 0 tournament and it doesnt show wnnings neither.

Which site or sites are you experiencing this issue with?

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.

Any tournament with more than 1 table (and some 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 it is impossible for HM2 to work out the correct results. The only sites that currently write these summary files that we support right now is Pokerstars, Full Tilt, and Pacific. If your site does not write summaries, or you experience any discrepancies with the results, you will need to manually edit the results via the Reports > Tournament > Tournaments > right-click > edit - http://hm2faq.holdemmanager.com/ques...rnament+Editor

If you continue to have problems please zip and email the problem hand histories, with a link to this thread and your forum name, to us using the 'Contact Support' link.

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 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' 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

Thanx allready. So i play on pokestars. The language is selected as english.
Thing is that its since january 2015 and only tournaments. Hands are getting in this archive: C:\HM2Archive\SiteName\YYYY\MM\DD

So should i mail u just some hand histories? for example 1 day or 1 week of play? Dont think theres a point in sending every handhistory since jan 2015?

Babangpena

We only need a small sample of ones that are not recorded properly but it sounds like you just might need to enable the option for the stars client to save the summaries and request all your old summaries to import:

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

If you continue to have problems even after importing the summaries, please zip (right-click > send to > compressed folder) and email the problem hand histories (HH files) and tournament summaries (TS files). 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 changed the default. 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\DD\MM.

Fozzy71
Customer Support

HEM2 hud froze once again while im playing. Why does this happen? I play lot of tables then have to restart it while playing so i sit out a lot of tables due to this. On tables with the hud... it stays the same. On new tables... no hud at all...

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.

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 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