That is explained in the last link of my previous reply you quoted. There is a link near the bottom of the FAQ that takes you to the support page but it is a bit hard to notice as our old FAQ system has some issues formatting the hyperlinks on some of the faqs for some reason.



Login to your account on our site - https://www.holdemmanager.com/store/...port/product/1

Then go to the HM2 Support page here - https://support.holdemmanager.com/support/product/1


And there is a 'contact support' tile at the bottom right of that page.





Fozzy71
Customer Support

Make sure you send those screen shots when you send the logs.


Fozzy71
Customer Support

How would I filter for when a villain raises a specific size preflop flop (single raised pot or 3 bet)

For a SRP you would just want to filter for Bet Size Filters > Preflop: Facing Bet - Facing Raise Size and set your values something like this for example:



For 3Bet Pot you would want to filter for Bet Size Filters > Preflop: Facing Bet - Facing 3Bet Size and set your values something like this for example:




Fozzy71
Customer Support

Hello all,

I have problems setting HM up and cant attach players when I want to review my stats. I also cant launch my HUD. I play on ACR and stars. I hate working on software and its not my kind of thing. Can anybody please help me out?? I will send you 10 dollar on Pokerstars or ACR for you help!

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 follow the instructions in this 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.

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.


Fozzy71
Customer Support

I have a question about poker site updates. I haven't been able to use a HUD on Juicy Stakes Poker for a while because of a site update. I won't play without a HUD, that's like taking a knife to a gunfight. I have a ticket in and I'm waiting to be notified when I'm good to go.

Is it possible that HM and poker sites could work together so that HM would get a heads-up before a site update hits? Certainly it would benefit any site to have all of their players back as soon as possible.

I have bumped HM-8966 with our QA/Testing Manager to see if he can expedite a fix on this issue.





That is a question better asked of the site. Some sites will notify of us of major upcoming updates and give us access to their test software before the release but most do not, and many times those that have given us notice in the past will release an update without notifying us that causes major issues for our software.


Fozzy71
Customer Support

My HUD on ACR isn't working with the OSS HH it seems. Has there been a fix to this in the past that I may have forgotten?

I'm updated to the latest beta version of HM2 on updated Windows 10.

For anyone who may have the same question as myself:

https://forumserver.twoplustwo.com/s...ostcount=48093

Yeah, nothing we can fix in HM2 for these one off or series tournaments. You just have to use the Table Finder unfortunately.


Fozzy71
Customer Support

Just a minor inconvenience. Thanks again for the support throughout the years.

Is there a way to filter the Tournament Results and Tournament Winnings Graph tabs for placed finished in MTT/SNG? I have some tournaments that are incomplete that have finish of 0th place (zero) and would like to keep the hands but exclude them from totals & graphs.

No, there is no filter for filtering by or out tournaments by finish place. If you know, or can determine, the actual finish place you can sort by 'Finish' in the 'Tournaments' report and right-click - Edit the results to be correct.


Can you find the original hand history and tournament summary files for those games/days and zip/email them to us for testing so we can determine why they are being detected as a 0 place finish 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 (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD. It is configured in the Site Setup - Auto Import Folders menu.

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

Fozzy,

aren't you guys also the developer of TN2 as well? If so, why is there no support for it anymore?

It seems the employee that was watching that thread has gone AWOL and didn't let us know. I will let management know so they can catch up on that thread and our TN2 inbox and get someone else to watch it going forward.


Fozzy71
Customer Support

HM3 3.0.5345

ICM Winnings / ICM Adjusted Winnings showing up exactly equal to my Winnings across all reports for Tournaments. Just freshly imported all my hands into a new database. Any idea what's up/solution?

You need our new internal beta. v5345 is very old but we haven't been able to push a new build live for a variety of reasons. I can't post the link here.


We want all HM3 support handled via the 'Send Feedback' button/menu in the software. Please report the problem via the Send Feedback button and I can send you an update link and instructions of how to proceed if the update doesn't help.


Fozzy71
Customer Support

Hi

Im looking for a way to manually mark sessions, all hands in a session or edit/fake session parameters so they could be "marked" this way.

I would pay for it! Long time im searching for this.

was posted here

https://forums.holdemmanager.com/sho...d.php?t=538760

You can't change/edit the properties like game type, ante, etc but you can mark all hands from any session using the Sessions report. Select the session in the upper report grid then load 'all hands' in the bottom of the report grid and click Ctrl+A before you right-click and 'Mark' the hands using a custom mark for the session/game type. Once that is done you can filter using the [x] 'Marked hands' filter between any report grid like the Overall report.


Please try not to cross-post questions from our forums to this thread in the future (unless perhaps it hasn't been answered in 24 hours) as I don't generally work both forums and now someone else would end up answering that forum thread costing us twice the necessary time. Thankfully you let me know you were cross posting it (most just cross post and dont let us know) so I can update your thread on our forums to let the others on our team know I answered it here.


Fozzy71
Customer Support

i downgraded my HM2 version to 8079 to get holecards to show on imported hands for ignition, but now zero hands appear in my Reports

all the hands are still there... https://i.imgur.com/1z4L3uI.png

but it's not displaying anything in Reports https://i.imgur.com/59rXoOt.png

any idea..? btw i upgraded again to the latest HM2 version. dunno if that's relevant. still doesnt show up.

It looks your database is corrupt but it could also be a corrupt report file.


Close HM2
Please delete everything in:

Win Vista/7/8: C:\Users\username\AppData\Roaming\HoldemManager\Re ports and \Filters
Windows XP: C:\documents and settings\username\application data\HoldemManager\Reports and \Filters

Showing hidden files: http://hm2faq.holdemmanager.com/ques...in+Windows%3F+
Restart HM2 and the issue should be resolved.


If you continue to have problems:


Please try to vacuum/analyze and reindex your database.

If you continue to have problems, try the following:

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.

If the new database seems to work properly, it sounds like your database might be corrupt. Please continue to use the new database and import the rest of your hands using the steps above. This is why regular backups are a good idea. If your database becomes corrupt 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 none of that helps: We can not provide further technical help for unsupported sites/networks as we do not design our software to work there or test there with all of the third party tools. 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 the third party software's support team.


Fozzy71
Customer Support

ok, i did every single step and yeah the only thing that worked was creating the new database, so i guess the database got corrupted

out of curiosity, how exactly did that happen? i downloaded the previous version directly from you guys and there were no issues during installation. did i somehow **** up the installation? is it possible the database ISN'T corrupt, but i ****ed the installation directories up somehow when downgrading?

second question: if the database is corrupted, why does it still show i have the 8k hands when i select Players (https://i.imgur.com/1z4L3uI.png)? is that just like... an index or archive or whatever?

anyway thnx. i still have the hands kinda so it's not the biggest deal i guess.

I don't know what caused your database to corrupt but you didn't do anything wrong and simply updating HM2 should not affect the database. It could be something as simple as a bad sector on your disk drive or something more complex like your antivirus quarantining a file from the database, a driver/windows update, etc. When we update HM2 it only copies new files to the HM2 install folder, and does not do anything with the postgresql install folder or database files.



It is generally just a corrupt index or table and that is why it might only affect a certain player, report, etc and not the player select menu.


All of these things, and the known complex install nature and random connection issues of postgresql, are why HM3 will no longer be using PostgreSQL. HM3 uses SQLite so everything is stored in a single database file whereas a PSQL database is made up of hundreds/thousands of files stored in many different folders/files.


Fozzy71
Customer Support

hey, Im trying to get on my hud, flop cbet sb vs bb, and wwsf from the sb? is that possible?