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Old 06-14-2017, 03:02 AM   #48276
xnbomb
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Re: Holdem Manager Support

Hi again,

I just downloaded intertops poker and I'm having some issues with the HUD not popping up on random tables. I tried to attach it by way of the table finder but it wasn't there either. Any idea what I could be doing wrong??

Also, is there a way to make sure those hands get loaded into my database? I know it's off because I have about $100 more in profit from today that wasn't tracked
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Old 06-14-2017, 07:13 AM   #48277
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Re: Holdem Manager Support

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Originally Posted by xnbomb View Post
Hi again,

I just downloaded intertops poker and I'm having some issues with the HUD not popping up on random tables. I tried to attach it by way of the table finder but it wasn't there either. Any idea what I could be doing wrong??
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 send 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.

Quote:
Also, is there a way to make sure those hands get loaded into my database? I know it's off because I have about $100 more in profit from today that wasn't tracked
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.

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Old 06-14-2017, 01:52 PM   #48278
SharkHunter420
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Re: Holdem Manager Support

I have been using PT4 for some time but honestly - now that I'm getting more serious about the game and digging deeper in cash games, your product is far more my cup of tea. I'm on the free trial (25 days left) and after that I'm definitely buying either the small stakes or full version.

Question: With HM3 beta in place and the fact that there are small and full versions (of HM2) - If I purchase the small stakes version, will I be able to upgrade to the full version by simply paying the difference in the future, or will I still have to just purchase the full version separately even though I'm an existing customer?

Thanks!
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Old 06-14-2017, 03:27 PM   #48279
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Re: Holdem Manager Support

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Originally Posted by SharkHunter420 View Post
I have been using PT4 for some time but honestly - now that I'm getting more serious about the game and digging deeper in cash games, your product is far more my cup of tea. I'm on the free trial (25 days left) and after that I'm definitely buying either the small stakes or full version.

Question: With HM3 beta in place and the fact that there are small and full versions (of HM2) - If I purchase the small stakes version, will I be able to upgrade to the full version by simply paying the difference in the future, or will I still have to just purchase the full version separately even though I'm an existing customer?

Thanks!
This is a technical support thread and we are not supposed to discuss sales related topics here per the forum rules. Please email your questions to to our sales team via the 'Contact Support' link.

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Old 06-14-2017, 03:45 PM   #48280
SharkHunter420
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Re: Holdem Manager Support

Quote:
Originally Posted by Holdem Manager View Post
This is a technical support thread and we are not supposed to discuss sales related topics here per the forum rules. Please email your questions to to our sales team via the 'Contact Support' link.

Fozzy71
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I apologize for the misplaced inquiry. I'll go ahead and get in touch with the sales team. Thanks.

edit: For anyone else seeing this and wondering, the HM website itself answers my question clearly. I just didn't look far enough into the site links before.
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Old 06-15-2017, 01:43 PM   #48281
obviousTROLL
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Re: Holdem Manager Support

Found out that HM2 still has 256 hud stat limitation.

Does HM3 come out with increased hud stat limitation?
What is PT4 current hud stat limitation?
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Old 06-15-2017, 02:06 PM   #48282
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Re: Holdem Manager Support

Quote:
Originally Posted by obviousTROLL View Post
Found out that HM2 still has 256 hud stat limitation.

Does HM3 come out with increased hud stat limitation?
What is PT4 current hud stat limitation?
HM3/PT4 have no 256 stat/character limitation like HM2.

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Old 06-15-2017, 03:45 PM   #48283
obviousTROLL
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Re: Holdem Manager Support

Will HM3 have custom stats maker like PT4 or notecaddy (if yes then approximately when i'll be implied)?
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Old 06-15-2017, 03:54 PM   #48284
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Re: Holdem Manager Support

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Originally Posted by obviousTROLL View Post
Will HM3 have custom stats maker like PT4 or notecaddy (if yes then approximately when i'll be implied)?
HM3 will not have custom stats like PT4. NoteCaddy will be in HM3 before the official release but I do not have an ETA for when NC will be added or when the official release will be.

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Old 06-16-2017, 09:02 AM   #48285
Pop.
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Re: Holdem Manager Support

when making a new database how/where can i set the date from when it starts?

thanks
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Old 06-16-2017, 09:14 AM   #48286
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Re: Holdem Manager Support

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Originally Posted by Pop. View Post
when making a new database how/where can i set the date from when it starts?

thanks
It will start from the date of the oldest hands you import, if importing old hands from the archive*. If you start a new database and only auto import live hands while playing it would start from that point. If you do import old hands from the archive you can always use the Filters > Date Range filters to set the starting point for what you see in the reports and the HUD Settings > HUD Filters to determine how far back the stats in the HUD go.

*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.

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Old 06-16-2017, 09:27 AM   #48287
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Re: Holdem Manager Support

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Originally Posted by Holdem Manager View Post
It will start from the date of the oldest hands you import, if importing old hands from the archive*. If you start a new database and only auto import live hands while playing it would start from that point. If you do import old hands from the archive you can always use the Filters > Date Range filters to set the starting point for what you see in the reports and the HUD Settings > HUD Filters to determine how far back the stats in the HUD go.

*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.

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ok, thank you
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Old 06-17-2017, 12:33 PM   #48288
4BetBoke
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Re: Holdem Manager Support

Hi,

my Hud is not working on pokerstars zoom after a windows update. It is loading the default hud instead of my regular one and is perpetually awaiting hands. Results are being tracked fine within HEM2 and the Hud is working normally on all other sites.

Am I missing a patch or something?
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Old 06-17-2017, 06:07 PM   #48289
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Re: Holdem Manager Support

Quote:
Originally Posted by 4BetBoke View Post
Hi,

my Hud is not working on pokerstars zoom after a windows update. It is loading the default hud instead of my regular one and is perpetually awaiting hands. Results are being tracked fine within HEM2 and the Hud is working normally on all other sites.

Am I missing a patch or something?
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.

IMPORTANT Zoom Installation Instructions:

Make sure you always start HM2 first before you open the PokerStars Client. If you closed PokerStars for any reason and did not close HM2 please close them both and start HM2 before you start PokerStars again.

On the first run, you must start the Hold'em Manager 2 HUD BEFORE you launch PokerStars. If PokerStars is open, you must close PokerStars, start the HUD and then open PokerStars before Zoom HUD will function properly. If the Zoom HUD is not displaying after doing the above, please uninstall PokerStars, rename the associated C:\Users\UserName\AppData\Local\PokerStars.xx folders. and re-download and install PokerStars as the PokerStars installation is more than likely corrupted and a PokerStars reinstall should resolve the issue.

Please check all of the steps on this FAQ.

If you continue to have problems please tell us which ps.xx skin you play on, what the client/server version numbers are, and send the requested files/screenshots as instructed at the end of the Zoom setup FAQ in the link above.

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Old 06-18-2017, 08:56 AM   #48290
t3hbandit
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Re: Holdem Manager Support

Fozzy I sent you a PM wrt the ongoing issue I've been having with my tournament HUD.
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Old 06-18-2017, 10:15 AM   #48291
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Re: Holdem Manager Support

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Originally Posted by t3hbandit View Post
Fozzy I sent you a PM wrt the ongoing issue I've been having with my tournament HUD.
Replied to the PM with instructions on how to create a new database to see if your current database is damaged and instructions for sending us a new set of logs/files and some answers to try and debug any remaining issues since the last set of logs you sent was about a month ago and did not appear to have the feature logging options enabled.

Please send the new answers/logs/files in your same support ticket #283284. Here is a direct link to your My Tickets page.

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Old 06-18-2017, 01:13 PM   #48292
AuMind
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Re: Holdem Manager Support

Did something happen today? I can no longer get into my HEM2 software. It will ask me for a valid license code and when I put it in, I get a message that says no activations left for this license code. Also, I can't seem to login to the site.
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Old 06-18-2017, 01:16 PM   #48293
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Re: Holdem Manager Support

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Originally Posted by AuMind View Post
Did something happen today? I can no longer get into my HEM2 software. It will ask me for a valid license code and when I put it in, I get a message that says no activations left for this license code. Also, I can't seem to login to the site.
Did you try to reset your site password so you can get into the site to reset your profiles? That should be all that is needed for that error. No reports of issues with the site that I am aware of and my HM2 just launched without issue.

Please see this FAQ for help in resolving licensing issues.

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

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.

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Old 06-18-2017, 01:35 PM   #48294
AuMind
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Re: Holdem Manager Support

When I try to reset the password, it doesn't even recognize my email.
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Old 06-18-2017, 02:48 PM   #48295
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by AuMind View Post
When I try to reset the password, it doesn't even recognize my email.
Then it is likely a different email address your HM2 license is linked to. Please send the logs as requested and include your first/last name and any other possible email addresses that could be linked to your account.

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Old 06-19-2017, 04:43 PM   #48296
Scrubx
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Re: Holdem Manager Support

Ok so I'm having issues with HEM currently, I will try to explain everything as properly as possible, though I'm not really sure what's causing my issues > hence I'm also not 100% certain on how and what to explain.

Basically HEM was lagging hard for me lately, so I did a bit of reasearch to see what I can do to up the performance of it.
I did do a PostgreSQL-Tuning and a Full-Vacuum Database Optimization.

Afterwards I wanted to start up HEM and it wanted me to log into my postgres server, I did have some Issues here due to the password but I got that fixed.

So HEM is finally starting up again but now to the key-problem: It doesn't load up my old Database and I somehow don't find an Option to load up my old Database, there is no way I just deleted 2 years worth of Database (I never choosed any option to delete anything).

Plus if I go into this folder path > computer>C>user>name>appdata>roaming>holdemmanager >database there still seems to be my old database simply named "HoldemManager2" - which got created about 2 years ago, so I'm quite certain that's just my old Database?

If I now try to load it it simply doesn't appear in the list: https://puu.sh/woC7C/7f9333a64e.png

So I would assume that my old Database should be in this Dropdown-menu, but it isen't.

The one named Scrubx is basically one I just created now (a blank one) - and the SitNGoWizard2 is some standard thingy from HEM without any Aliases in it etc.


Ugh I feel like I didn't explain my case very properly, but I simply don't really know what I should look for (I'm just a total noob when it comes to HEM).

Maybe you guys still can draw a conclusion from those information? Or perhaps ask me something if there are information missing.
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Old 06-19-2017, 05:13 PM   #48297
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Re: Holdem Manager Support

Quote:
Originally Posted by Scrubx View Post
Ok so I'm having issues with HEM currently, I will try to explain everything as properly as possible, though I'm not really sure what's causing my issues > hence I'm also not 100% certain on how and what to explain.

Basically HEM was lagging hard for me lately, so I did a bit of reasearch to see what I can do to up the performance of it.
I did do a PostgreSQL-Tuning and a Full-Vacuum Database Optimization.

Afterwards I wanted to start up HEM and it wanted me to log into my postgres server, I did have some Issues here due to the password but I got that fixed.

So HEM is finally starting up again but now to the key-problem: It doesn't load up my old Database and I somehow don't find an Option to load up my old Database, there is no way I just deleted 2 years worth of Database (I never choosed any option to delete anything).

Plus if I go into this folder path > computer>C>user>name>appdata>roaming>holdemmanager >database there still seems to be my old database simply named "HoldemManager2" - which got created about 2 years ago, so I'm quite certain that's just my old Database?

If I now try to load it it simply doesn't appear in the list: https://puu.sh/woC7C/7f9333a64e.png

So I would assume that my old Database should be in this Dropdown-menu, but it isen't.

The one named Scrubx is basically one I just created now (a blank one) - and the SitNGoWizard2 is some standard thingy from HEM without any Aliases in it etc.


Ugh I feel like I didn't explain my case very properly, but I simply don't really know what I should look for (I'm just a total noob when it comes to HEM).

Maybe you guys still can draw a conclusion from those information? Or perhaps ask me something if there are information missing.
The lagging could have been caused by a damaged database or some other settings but it will be hard to be sure now. Tuning the database can sometimes cause connection issues (if you had contacted us at this point we could have helped you reconnect the server and the old database rather easily instead of what I will have to suggest now) and fixing those issues can often cause the problems you have described, depending on how you try to fix the connection, which at this point can likely only be fixed by reinstalling postgresql manually and pointing the installer to the old database in the program files \postgresql folder or by creating a new database and reimporting the original hands manually if you don't have a backup to restore.

This is why regular backups are a good idea. If your database becomes corrupt, or you have hardware problems, you can restore a backup and only have to import the most recent hands (that were played after the backup was created) and edit any tournament results if necessary. I recommend keeping at least the most recent 2 or 3 backups in case the most recent one does not restore properly you can try the previous backup. Here is a FAQ explaining how to backup your database and all settings in one easy step.

If you don't have a backup and want to rebuild your database manually using the current connection/installation just import the original hands from your C:\HM2Archive folder.


To try and reconnect the old database, if that is what you want to do:

Please note that reinstalling PostgreSQL will mean losing all your old data. If you have access to HM2 and your database was not corrupt then please follow these instructions for backing up your database as a precaution in case you cannot reconnect after reinstalling PostgreSQL - http://hm2faq.holdemmanager.com/ques...onfigs+work%3F

If you cannot access the database in HM2 then you can backup your database using this method: http://hm2faq.holdemmanager.com/ques...nced+Method%29 but if your database was corrupt then the best solution is to reimport all your hands from C:/HM2archive folder or if your pokersite supports it you can request all your hands and summaries and reimport them as restoring a corrupt database will just restore all the problems you had.

Once you have backed up your previous database(s) then follow the instructions below to uninstall and reinstall PostgreSQL using the same database.

1) Uninstall PostgreSQL from the Windows Control Panel.

2) Run the command - start > programs > accessories > command prompt > right-click > run as administrator and type the following and then press enter:

net user postgres /delete

3) You should get a successfully completed response if done correctly. If you get a permission type error you likely didnt run it as administrator as explained above.

4) Reboot your PC

5) Install the same version of PostgreSQL (HM2 ships with 8.4) - http://www.enterprisedb.com/products...wnload#windows - as your previous database using these instructions - http://hm2faq.holdemmanager.com/ques...rving+database
http://www.holdemmanager.com/downloads/postgres84

If you continue to have problems, please reproduce the problem and send your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing and make sure you include a link to this thread and your forum name so the person replying to your email has all of the background for all of your problems and what we suggested here.

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Old 06-19-2017, 06:04 PM   #48298
Scrubx
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Re: Holdem Manager Support

Ok first off ty for the great reply!

Yeah I'll try just creating a new Database and importing my hands from the HM2Achieve and see how well that works, I suppose it's not the worst thing to have a rather clean new Database anyways, as long as the hands are still safed somewhere (when I would want to take a look at them).

Currently impoting the ones from this year - already takes a while - so yeah let's see how things look once I'm done with that.

I really hope I don't have to go through the "set-up a new postgres"-thingy, but so far HEM is working quite normally - even my old HUD-Settings are still in there. So I guess if I import the hands we should be fine for now?

I suppose importing the hands will also import the stats I had on villains? Like e.g. if I update the Achieve of 2017 I will see the samples I got in 2017 on villains?
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Old 06-19-2017, 06:14 PM   #48299
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Re: Holdem Manager Support

Quote:
Originally Posted by Scrubx View Post
Ok first off ty for the great reply!

Yeah I'll try just creating a new Database and importing my hands from the HM2Achieve and see how well that works, I suppose it's not the worst thing to have a rather clean new Database anyways, as long as the hands are still safed somewhere (when I would want to take a look at them).

Currently impoting the ones from this year - already takes a while - so yeah let's see how things look once I'm done with that.

I really hope I don't have to go through the "set-up a new postgres"-thingy, but so far HEM is working quite normally - even my old HUD-Settings are still in there. So I guess if I import the hands we should be fine for now?

I suppose importing the hands will also import the stats I had on villains? Like e.g. if I update the Achieve of 2017 I will see the samples I got in 2017 on villains?
Yes, you will have stats on anyone you played for the hands you imported. So if you import the /2017 folder you will have hands (and the related stats for those hands) on everyone you played this year in the HUD and your own results in the reports. A lot of users with lots of history will create new databases frequently with just the hands for the current year, or the past X months (and periodically purge older hands), and keep a separate lifetime database they update every so often manually with hands from the archive. This helps to keep hud stats recent/relevant and the database lighter so it performs better when playing live. The only thing your new database wont have that your old database might have had would be things like player/HUD notes if you used those features, or any manually edited tournament results, rakeback, etc.

Keeping the original archived hands is far more important than the regular backups I mentioned in the previous post. I personally don't make HUD/hand notes so I don't bother with database backups. I just keep my archive folder in my dropbox folder (with all my other important/personal files) so I have a copy in the cloud and also backup my dropbox folder to my external drive for a 2nd local copy.

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Old 06-19-2017, 06:30 PM   #48300
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Re: Holdem Manager Support

Ok yeah thanks again m8 - yeah I have been playing around with only using the samples of the recent months before just never really bothered to do it. So I guess it's kinda even +EV that all this happened

I def. will make a backup of the Achieve-folder - and will prob. do some backups of the newly created database.
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