Some of our recent releases were causing registration problems. We had to undo and correct some things in the registration code and servers to solve their problems. Unfortunately, this change means some customers that weren't having problems will have to reset their profiles and enter their code again.


Your HM2 license is valid on two computers that you own. If you receive the message "there are no more activations available", you can reset your code. For the steps to reset your Holdem Manager code please see this FAQ.

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.


Fozzy71
Customer Support

OK, slightly concerned that the support thread is 2,000+ pages long.

Anyway--I've been running a fully registered copy of HM2 for a couple of weeks. There was some notice on it about a compliance update for PokerStars. (To be honest the update itself didn't make much sense to me--some option to do with not being reminded until the next update. Reminded of what? The next update? So--don't notify me of anything until there's something to notify me about?!)

Was that some beta crap rushed out there to comply with PS before it complies with my laptop?! Now HM2 keeps crapping out every time I try to run it. Usually I can't even do that. I've dicked around with settings and clean-installed the thing maybe a dozen times now. Still not working. It looks as if the shortcut it puts on my desktop (to HoldemManager.exe) relates to an executable that doesn't even exist (the Program Files show only HoldemManager.x86.exe).

This kind of thing infuriates me. I don't expect to pay for a program and then have it crap out because there's an update. Actually I don't even want a big list of stuff I need to do because--get this--the program needs to work. If it doesn't, my patience with this whole arrangement is gonna dry up real damn quick.

pamayersfan59

This support thread was started in 2007 for HM1, hence the length. I have been posting in here that entire time, even before being employed by the company.

The new update has a lot of changes under the hood for things not mentioned in the release notes as well. Some of these things are causing some antivirus programs to quarantine some things, and it is also causing some machines with certain OS's to remove shortcuts and *.exe's unfortunately.


edit to add: Which Operating System, Firewall, and AntiVirus are you using?


Uninstall HM2 from the Windows Control Panel - Add/Remove Programs menu and then Reinstall HM2 from this file http://www.holdemmanager.com/downloa...er_2_Setup.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.
- It will not affect your database, settings, etc.


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, with a link to this thread and your forum name.


Fozzy71
Customer Support

I reset my license code. Now when i click on my licenses, it shows Holdem Pro on status.


Am i finished here? Or i still need to delete my license?

I can not answer that without seeing your log files and looking at your account. I can't do any of that from the forums, it must be done via a support ticket on our site. Please follow the instructions in the previous reply to create a support ticket and send logs if HM2 is not activated and/or not otherwise launching or working properly.


Fozzy71
Customer Support

Do i need to do this?



DELETE YOUR LICENSE
Please give HoldemManager Administrator rights:
Go to C:\Program Files\Holdem Manager 2\ (Program Files (x86) if you have the 64bit version)
Right click the HoldemManager.exe and choose “Properties”.
Go to the Compatibility Tab. Select “Run this program as an Administrator”. If the option is greyed out, this is because UAC is disabled. In which case, enable UAC. Reboot the PC. Then do step 3 and disable UAC again.
Do the same for HudFuncsApp.exe
Next, Enable the option to see Hidden Files and Disable “Hide protected operating system files”. It should look like this.
Now Delete C:\Users\Username\AppData\Roaming\\Holdemmanager\H oldemmanager.hml file (XP Users can find the file at XP: C:\Documents and Settings\User_name\Application Data\HoldemManager\HoldemManager.hml)

Note: If you can not find that file DO NOT delete any other files.




After i reset my licenese on that page, i clicked on enter my license code and it was already showing. Then i clicked next.


When i click on log on to my account, it goes straight to my account in holdemmanager.com

okay i tried playing a micro stakes cash game table and the hud does show up. Thus it works then right?

You do not need to do any of that. That is only if the steps above it didn't get HM2 to activate and launch.




Yes, assuming that:
is the license you bought. The reason I couldn't answer for sure is because you might own a holdem and omaha pro stakes license, etc, which I can't tell without seeing your logs and files.


Fozzy71
Customer Support

I have had a problem for few months. When I open HEM it will lock up several times and I have to cntrl+alt+del to shut program down. Eventually after several tries it goes through the entire process and operates normally.

Has anyone else had this problem.

I turn off my McAfee but that does not seem to improve the problem.

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, with a link to this thread and your forum name.


Fozzy71
Customer Support

I went to maintenance. I clicked on full-vaccum. It took under 10 minutes to optimize.


My hard drive space freed up 0.5gb. Is that about right?


When i click on database info... it shows size as 20gb.

Thanks. I only have holdem pro only that i bought many years ago. So it works now.

So that means my holdem manager 2 has about 40gb used up then since you say double it?

That sounds reasonable to me but I personally haven't vacuumed a DB in many years so I can't say what is normal for it to reclaim and what is abnormal. There might be data out there about postgresql vacuum and how much it reclaims but that is something you would need to research on your own. A HM2 PSQL DB is no different than any other non poker PSQL DB, so a vacuum of either DB wouldn't matter in terms of how much space is reclaimed on average but I don't personally have any knowledge on the topic as it is not something we test or can really control as HM2 is not doing the vacuuming, PostgreSQL handles that when HM2 tells it to.



Fozzy71
Customer Support

Yes, approximately double. In reality it usually about 66% more so add another 13 or 14 GB to that 20 GB number. The bulk of the database is in C:\Program Files (x86)\PostgreSQL\8.4\data\base and then HM2 also has it's own separate player/hands database to help reports/filtering which is located in C:\Users\{UserName}\AppData\Roaming\HoldemManager\ Database.


To find out visually, what is taking up the largest blocks of space on your hard drive, I would suggest you try this free software - http://windirstat.info/


Fozzy71
Customer Support

Hey , tried to put my license key for HM2 to my laptop , but while i ve done this a lot of times , this time sth went wrong.I copy paste the license key, but HM2 cant accept it and all i see is this :

I made sure that key is available.What i did next is to reset keys and reinstall HM2.
Still no improvment , i copy paste the key and i see this message.Help!!!Thanks.

Please see this post from the top of this same page (if you have 100 posts per page configured like I do):



We need to see the \Desktop\HM2Logs folder files sent to us in a support ticket from the same email address that is associated with your license/purchase.


Fozzy71
Customer Support

I’m having a lot of trouble getting HEM2 to start as it is continuously getting stuck on “preloading hands”. It simply says “work in progress. Please stand by...” and never changes.

I’ve encountered this problem periodically over the years but it was always enough to just end the process and try again.

At the moment however it’s taking multiple computer restarts and attempts to open the program before the hands will load. This is really frustrating.

Also while the preload screen is up the rest of the program is completely unresponsive.

Help?

Update: I've been trying for over an hour and can't get it to work at all. It just stays stuck on pre-loading hands.

Update: I've changed the language/region settings.

I've also run Postges vaccum, analysis and reindexing.

Still the same problem.

Problem fixed. This dude found the solution.

https://forums.holdemmanager.com/sho...d.php?t=535224

Found Hero's folder in the database, moved all the hands to a different folder and and HEM 2 loaded perfectly (but with no hands for hero).

Started closing HEM2, moving a black of files back the re-opening HEM2, rinse and repeat until I narrowed down the problem files.

Turns out 19th of November 2014 and 20th of November 2014 were the problem files. With this removed HEM2 is opening up perfectly every time.

I know a lot of people have been having this problem for years. I hope this one is a long term solution.

I cant find the HM2Loags file , can u help me?

That is explained on the FAQ I linked to - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

Follow the steps there to create the folder on your desktop, zip it, then send it to us attached to a support ticket.


Fozzy71
Customer Support

This can typically be resolved in a couple of easier ways but thank you for that link as I have never seen that thread.

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 - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

p.s. 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 - http://hm2faq.holdemmanager.com/ques...onfigs+work%3F


Fozzy71
Customer Support

HM2 update has lost my custom made HUD can you help Cheers.