Also having a lot of issues with specifically stars.fr. Cash hands aren't importing at all and there are some weird delays on sng results going through

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.

Try creating a new DataBase and import a small portion of your \HM2Archive so you can see if the problem exists in the new DB - http://hm2faq.holdemmanager.com/ques...y+played+hands

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 email.

Fozzy71
Customer Support

I am not sure but I don't think so. Assuming this is a new table/view they introduced we will need to add support for it, and for that we will need logs/images/hands.

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.

Please see this FAQ on how to use table finder for non 'fast-fold' tables.

If you continue to have problems:

Please send us a set of Feature Logging enabled logs/files as explained at the bottom of this FAQ with a detailed description of what you were doing and what problems you were experiencing and a link to this thread with your forum name.

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.

Fozzy71
Customer Support

Please see this post from the previous page:

If you continue to have problems:

Fozzy71
Customer Support

after pokerstars failed to launch after latest update I recieved this as a fix:



does this make any sense fozzy?

Hi Forgot to mention than when students send me HH´s played on bcp i import them, its says that X number of hands were imported, i go to select player(hero), go to reports and the tournaments are not there.

I can't get my HM2 to work. It's just stuck on preloading hands and it's frozen (the only way to close it is to end the task). It worked fine until today. Suggestions?

I've just started playing at Party and I'm getting some weird player history/HEM behaviour:

* HUD works fine and hands import fine on cash game regular tables
* Hands import fine from FastForward tables with HUD off but hands don't seem to be written to hard disk when HUD is on and HUD does not display. It just continues with the "waiting for hands" message. I've checked hand history folder and archive with no hand histories written. Turn HUD off and hands start being written and reflected in HEM.

Huh??? What am I missing? What should I try? For the moment I just have to play without HUD.

Is the stars client not launching when HM2 is open? If yes, please shut down HM2 and try launching stars. If stars opens then launch HM2. If they both open fine shut them both down and launch HM2 then stars. if Stars still won't open send us your \HM2Logs folder via a support ticket to 'Attn Fozzy' with your 2+2 forum name so I can forward them to our QA/Testing Manager to try and reproduce the problem and I can send you a likely simpler fix.

Fozzy71
Customer Support

What does this have to do with the microgaming fun view the other customer was asking about, that you quoted the reply to?

Are they sending you the original hand history files from the \HM2Archive folder?

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 email.

Fozzy71
Customer Support

Please try a clean install of HM2. This will preserve your database and backup your HUD and settings.

1) Export any custom HUD configs.
2) Open the HM2 > HUD Settings > HUD Designer menu > Click 'Reset' > [x] All Configs > OK

Step 1 – Restore Default Settings:
First try restoring your default settings, often some settings files can become corrupt and cause these issues.

Step 2 – Uninstall and reinstall HM2 with Revo uninstaller:
Other times critical system files may not have been installed on previous updates and it can also cause these types of errors or in some cases antiviruses may have removed files that it mistook for unsafe. Doing a revo uninstall also removes old registry file information which might have become corrupt. You can download the free version here and there is a useful tutorial how to use it here.

Uninstall Holdem Manager 2 via Revo unistaller and then reinstall this version.

Please add this file to your firewall and antivirus exceptions and run it as Administrator.

Step 3 – Follow the steps in this FAQ.

Step 4: If the default settings work, please use the FAQ in step 1 to restore your settings and test them. If the problems then return you will need to reset your settings to default again and use those going forward.

If you continue to have problems with the default settings, please reproduce the problem, describe exactly what you were doing, and attach your \HM2Logs folder.

Fozzy71
Customer Support

Please see this FAQ to alleviate any security bottlenecks - http://hm2faq.holdemmanager.com/ques...olders+HM2+use

Please give HoldemManager and your site(s) Administrator rights - http://hm2faq.holdemmanager.com/ques...7%7D7+%26+8%29

Please check all of the steps on this FAQ.

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

Fozzy71
Customer Support

Hi,

I bought the HM2 + OM2 combo a couple of years ago. Just decided to download it on my PC. On my account on HM2 website there is no licence code section. Any idea how I can retrieve it please?

Thanks

Please email your questions to us via the 'Contact Support' link to our sales team and include your first/last name, any other possible email addresses you could have used and as many details about the purchase transaction as you can such as payment type, last 4 digits if you used a credit card, etc.

Fozzy71
Customer Support

Thanks, will do

Some of the Mtts I play on WPN, the high five #1 right now, my HEM2 isnt recording hands and the HUD isn't appearing, working fine at all my other tables but this one it isn't.

The hands should import but the HUD will require the use of the Table Finder. This happens anytime a site runs these special/new series or one of a kind tournaments.

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 there is nothing we can do to solve it before the tournament/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. Though in most of these cases if we were to add support for this series now it would not make the HUD work automatically the next time they run a similar series:

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.

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 attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing.

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.

Fozzy71
Customer Support

I don't have hud stats for players with special characters in their name, ie 'á' 'ó' 'í' etc. I have version 2.0.0.8443, Windows 7 and PS build 13253.

Which is the Hm2 HUD equivalent to (Probe Bet TOT), where player bets turn after the other player didn't cbet the flop?

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

- After downloading, you should right-click the file, go to properties and click unblock.*
* If you do not see an 'unblock' option you can ignore this step.
- Then, right click the file and run as administrator.

If you continue to have problems:

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.

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 attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing.

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.

Fozzy71
Customer Support

Bet vs Missed CBet > 'Turn Bet vs Missed CB' should be what you are looking for.

Fozzy71
Customer Support

In your HUD description http://hm2faq.holdemmanager.com/ques...t+Descriptions


Turn Bet vs Missed CB
Pct of hands player bets after opponent missed Turn continuation bet

The one I am after is bets turn after missed Flop cbet? And TOT instead of IP and OP?

I am sorry, I guess I misinterpreted your question. To make sure I don't give you a wrong answer again I will have to check with our QA/Testing Manager but he may not be back around working until Monday. Once I get an answer I will post it here and PM it to you as well.

Fozzy71
Customer Support

thanks

Bet vs Missed CBet > Turn Bet vs Missed Flop CB OOP

This is the same as the PT4 stat you are asking about: - https://www.pokertracker.com/forums/...ic.php?t=36711

Fozzy71
Customer Support

p.s. I can't send you a PM until you have more posts here.