Please send us the hands for testing.


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.

Make sure you also include screenshots of the issues/errors.

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 click 'Share' > 'Create Link' > Copy Link' and right-click > 'Paste' the download link directly into the support ticket email. If you have any problems with dropbox try using filedropper.com or google drive.

Fozzy71
Customer Support

In my most recent session, HEM 3 added duplicates for some hands. Not sure why 90% of the hands are fine and some are duplicated?

Also, the EV for cap pots all in before the river is still not fixed. I either get 0% all-in ev equity or 100%, depending on if I win the pot.

I'm too busy grinding to zip, send files, etc, but thought you guys would at least like to know a couple issues going on with HEM 3 and WPN. Would rather play poker than work on third-party software fixes.

Roughly 10-20 hands from my 2k hand sample had duplicates. I've played 20-30 sessions on HEM 3 and this is the first time I've had this issue.

I tried deleting the duplicates and HEM 3 deleted both the original and the duplicate lol

a) It isn't actually putting the hand in the database 3 times, it is calling it from the database to the reports 3 times by mistake.

Our latest build should have fixes for hands being displayed multiple times. Please make sure you have the latest build installed - https://www.holdemmanager.com/downlo...3&channel=Beta

If you are still seeing them:

Please try to create a new database: File - New Database then manually import some hands via File - Import Folder - from C:\HM2Archive and/or C:\HM3Archive.

If none of that helps:

Please zip and email the problem hand histories and tournament summaries to us using the 'Contact Support' link here - https://support.holdemmanager.com/support/product/1 - for testing. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.

All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Month\DayOfMonth (example: C:\HM3Archive\2016\07\31).

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.


b) Someone (you?) sent a ticket about this earlier today I think and I asked for hands to be sent. Please see the instructions above to send those hands in a separate support ticket.


Did you report the issue and send your logs/configs using the HM3 Send Feedback button (or under Help men)? If not, please do that first then follow the instructions above to make sure you have the latest build.

If you still see duplicate/triplicate hands in the reports try a fresh database/import and if none of that helps send the hands with screenshots/details so we can try and duplicate the issue and have our devs look into it.

p.s. Please try and report multiple issues in individual support tickets if possible as it will make it much easier for us to test/debug properly if all of the hands/logs for each ticket are only for a single issue.

You can create a new support ticket via the Contact Support link on our site then track each ticket/issue in your My Tickets page. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/


Fozzy71
Customer Support

Someone (you?) sent me some hands today. If it wasn't you:


If you want to be notified when it is fixed please send an email via the 'Contact Support' link and include "Notify Me When HM-9045 Is Resolved" in the subject line and body of the email.


Note: HM3 has same issues, that ticket number is HMT-4497 if u want notification of that fix also.

Fozzy71
Customer Support

It was me. I sent u mpn hands. I faced to the same problem. HEM v8649 cannot import cash games history.

Thank you for sending the sample so I could write it up for our developers. Once it is released you will be notified by email. I do not have an ETA yet for when it will be resolved but if you have beta updates toggled on you should eventually see it in the beta release notes (betas go out for testing before the tickets are resolved and email notifications sent). You will receive a prompt to update once available as long as you have enabled the Settings > General > [x] Prompt for Beta Updates.

Fozzy71
Customer Support

Does anyone know where the images for the replayer are held in HM2? For example the card images? I know the table background can be changed in "Holdem Manager 2\Config\partners\partners_enabled" but I don't see anything for the cards themselves.

Unfortunately there are no other image files that you can edit for the HM2 replayer to customize the skin/theme, only that table/background image.



Fozzy71
Customer Support

Are changes you've made to reports saved anywhere? Got a new PC and got everything else copied over apart from that.

Are the image files embedded in the exe or something?

I am not a a programmer and I have no idea how the images are generated. I just know that the only image files you can edit for the replayer are the table/background image we made available for editing.

Fozzy71
Customer Support

Thanks, no worries

Perhaps other people have mentioned having the same problem, but I am having problems with HM2 reading hand histories I guess on ACR.

A small amount of hands (maybe like a handful of a percent, or less, but it's hard to tell) are being completely missed. Every now and then I notice a hand I played is not in my session report or active session tab. It's like they never happened.

Also I just played a hand where I got all in with someone on the turn (hand below, see villain's stack is 0.00) and they had T7dd which was of course shown during the all in. However, HM2 did not recognize this. I noticed this after my all in adj EV went down in my active session tab when I had more equity.

In the replayer you can obviously see HM2 never recognized their hand:

All this is 6 max cash

The 2nd issue of hole cards not being displayed in replayer, reports, hand viewer for some hands is a known issue. The first issue is not something I have seen reported. If you check the Options - Hand Importing - Import History after the session do you see import errors? If the hand is written and errors then we need the hands sent. If the hand is not actually being written to file, then there is nothing for us to import, and that is something WPN needs to deal with.


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.

Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.

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: C:\HM2Archive\2016\07\31).

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 click 'Share' > 'Create Link' > Copy Link' and right-click > 'Paste' the download link directly into the support ticket email. If you have any problems with dropbox try using filedropper.com or google drive.


Fozzy71
Customer Support

It says "No imports found." It also says I have "Keep import histories for 14 days" at the bottom. The hands I was talking about were played yesterday. Does this mean there are no errors? The import source is File

No, that means you had no manual file/folder imports the past 14 days. Switch that to Import Source = 'Auto'.

Fozzy71
Customer Support

Hi,

Is HM2 prohibited at 888 poker? I recently got this email from them, "We have detected behaviour involving the use of certain prohibited software such as Seating Aids, HUDs or similar software...".

As far as I know our HUD/Tracker is still allowed, considering they sent us their new beta software just a few months ago so we could try and work out most of the bugs we found in advance.

I have to assume the automated software warning alert that you received was in regards to some other online poker software you have installed and/or running during that session. I suggest you contact them and ask for clarification as to what software you use that may not be allowed with their poker network/software.

Fozzy71
Customer Support

Here is their policy - https://www.888poker.com/security-an...-agreement-ma/

The bold would infer HM2 is permitted. The underlined is what is prohibited.

Do you use a seating script or other software aids perhaps?

Fozzy71
Customer Support

No seating script. Just HM2 and NoteCaddy and added Stack and Tile just today.

You should contact them and ask for clarification. I do not know what they allow (i.e. Stack and Tile?) and don't allow as that language in their TOS I quoted is very vague unlike Amaya that lists out almost every permitted and prohibited software.

Please let me know what they say as I am curious now.

Fozzy71
Customer Support

I replied to their email already and posted in their thread here. Waiting for a response from them. Stack and Tile is like Table Optimizer but works for smaller sites. Will update once I get a response.

Why isn't known hole cards for Ignition working in newer releases of HM2? You have to downgrade to a super old version.

Management at the time (2014) decided that was the best course. Much has changed with our company since then and HM3 will show all known hole cards if you download the hands from the client (once IGN Grabber support is available for public beta testing) and force reimport them over the grabbed hands like PT4's beta IGN Grabber does. There are no plans to make that possible in current or future versions of HM2 that I am aware of.

Fozzy71
Customer Support