I think that I've lost the connection between the database and HM2. As far as I know my database is intact, I just can't connect the two. I open HM2 and the start page comes up, but nothing else happens. Everything was working fine the day before.

I talked to you about a database problem recently, when the information from my old computer was moved to another one without me backing up the database, but that isn't the issue. I've been on a very good run and built up my bankroll, so when I had the first problem I just deleted everything (HM2 and Postgres) and started from scratch because I would be playing mostly people that I had no stats on anyway because I was going to move up.* I've been playing at the new level for about 10 days with no problem.

Starting from scratch with a new database, I had no problem until two days ago. What do I have do to get reconnected?

*EDIT: I didn't lose anything important because I keep track of every tournament on a spreadsheet so that I have complete records for my myself, and if necessary, for the IRS.

This is usually a firewall or windows update issue. Please check this step by step guide.


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

Hi, I have a problem with displaying custom stats for PokerMaster hands.
The new stats are only displayed in replayer and dont show on HUD while playing, also in replayer the sample size is very small. I think the problem lies with either NoteCaddy or HM2 in reading the hand history files from PokerMaster.

https://i.gyazo.com/c4cad976c3d749ce...3aca88959e.png

PokerMaster support has not been added to NC yet so I am surprised you can see any NC stats for PM hands in the replayer HUD. It is on the to-do list and assigned to the NC developer but I do not have an ETA as to when it will be added at this point.

Fozzy71
Customer Support

Why HM2 is reporting me that I have played some mid stakes hands at Party poker?27 hands at NL2000,15 hands at NL3000 and 7 hands at NL4000.I have never played a hand higher than NL 5 at Party ...

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 (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

I'm having some issues copy/pasting hand histories from the hand viewer. Plain text doesn't work for me. It just recently started. Also, copying from HEM Reports it looks like this when I paste:

<session sessioncode="133632">
<general>
<mode>real</mode>
<gametype>Holdem NL $5/$10</gametype>
<tablename>Table15517736</tablename>
<duration>N/A</duration>
<gamecount>0</gamecount>
<startdate>2018-06-19 17:19:30</startdate>
<currency>USD</currency>
<nickname>Hero</nickname>
<bets>0</bets>
<wins>0</wins>
<chipsin>0</chipsin>
<chipsout>0</chipsout>
<ipoints>0</ipoints>
<statuspoints>0</statuspoints>
<awardpoints>0</awardpoints>
<place>0</place>
<buyin>$0+$0</buyin>
<totalbuyin>$0</totalbuyin>
<win>0</win>
</general>
<game gamecode="3619531602">
<general>
<startdate>2018-06-19 17:27:02</startdate>
<players>
<player seat="8" name="P1-711758MR" chips="970" dealer="0" win="0" bet="5" rebuy="0" addon="0" />
<player seat="1" name="Hero" chips="1047" dealer="0" win="0" bet="21.1" rebuy="0" addon="0" />
<player seat="6" name="P6-306401FG" chips="1299.14" dealer="1" win="64.52" bet="40.42" rebuy="0" addon="0" />
</players>
</general>
<round no="0">
<action no="1" player="P1-711758MR" type="1" sum="5" cards="[cards]" />
<action no="2" player="Hero" type="2" sum="10" cards="[cards]" />
</round>
<round no="1">
<cards type="Pocket" player="P1-711758MR">X X</cards>
<cards type="Pocket" player="Hero">D3 DA</cards>
<cards type="Pocket" player="P6-306401FG">X X</cards>
<action no="3" player="P6-306401FG" type="23" sum="21.1" cards="" />
<action no="4" player="P1-711758MR" type="0" sum="0" cards="" />
<action no="5" player="Hero" type="3" sum="11.1" cards="" />
</round>
<round no="2">
<cards type="Flop" player="">D8 SQ HJ</cards>
<action no="6" player="Hero" type="4" sum="0" cards="" />
<action no="7" player="P6-306401FG" type="5" sum="19.32" cards="" />
<action no="8" player="Hero" type="0" sum="0" cards="" />
</round>
</game></session>

I am very sorry for the problems. Our hand conversion server is currently down and we are working on a solution. We hope to have it fixed soon but I do not yet have an ETA from our web team. Rest assured this is top priority for everyone on the team right now.


The hand history viewer converter and the 2+2 built in reply converter are both affected. You will have to use the right-click - 'copy' method to copy it in it's original format then use a third party converter that you can find via a google search.


Fozzy71
Customer Support

I noticed a problem reocurring in stars 6max zoom:
I just added name abbrevation to the hud when i noticed that my hux boxes sometimes (not often maybe 1 out of 50 but still) are at the wrong player.
The strange thing is that this error occurred in different ways.
It was not always one to right or one to the left wrong, I also saw that the hud boxes where at the complete opposite player of the table.
So the problem seems to happen at random but the wrong distrubution of hud boxes also seem random.

I always start Holdem manager first, then stars and then my table optimizer.
I have windows 7 and latest version of everything.
How can i make sure the hud boxes are (more often) at the right player ?

Please see this FAQ to make sure your preferred seating is properly configured.



If you continue to have problems:


1) Export any custom HUD configs.
2) Open the HM2 > HUD Settings > HUD Designer menu > Click 'Reset' > [x] Panel Positions > OK
3) Open one Table, play at least one hand.
4) Move the stats with the Arrow Buttons (< >) on the Table Averages HUD to rotate your HUD where it belongs.
5) Now you can open further tables but you will always have to play at least one hand for the stats to be moved to the correct positions.

If you have any difficulty following the above method with the arrow buttons you can set the positions manually as explained here.


If none of that helps:


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 see you are now supporting Pokermaster,any plans to add pppoker?

We do not support PM natively as it is an Android app. The PokerMaster Hand Converter is developed and supported by a 3rd party. It is sold in the Hold'em Manager store as a 3rd party companion application for Hold'em Manager.


There are no plans to support PPPoker that I am aware of.



Fozzy71
Customer Support

for holdem manager 2, it is possible to add wtsd% average to the table hud, along with some other stats, but w$wsf% average is not there.
is there a chance this will be added?

There are no plans to add that stat to the list of available Table HUD stats in HM2 but it can be done in HM3 Beta.


Fozzy71
Customer Support

Just a few questions -

1(a) Lets say my bb/100 in bb is -20 and ev BB/100 is -10 does this mean I've ran good or bad in the BB?
1(b) Likewise if say my bb/100 BU is 35 and ev BB/100 is 20 etc?


2. Is it possible to have stats in my popup for delay cbetting ie. (flop check, turn bet) or (flop check, turn check, river bet) or then one step further - (flop check, turn bet, river check stats)?

1a) This means you won less than expected when all-in. i.e. ran bad



1a) This means you won more than expected when all-in. i.e ran good


It may be easier to visualize if click the 'Show or hide the results graph' button and change the graph options Y-Axis to [x] 'Big Blinds'. When the green line is below the orange (All-In EV or Luck Adjusted Winnings) you won less than expected, when the green line is above the orange line you won more than expected.


2) We have a Popup Designer FAQ, and instructional video, here on this page. The first stat you asked about is the first one in the Delayed CBet section called 'Delayed Turn CBet'. I do not see any stats for the river stats you asked about in this section or the Skipped CBet section. We also have the River, River Bet and River vs Bet stat sections but I do not see anything for those specific situations after skimming them all. You would most likely need to create them in NoteCaddy Premium if you have a license for that.


Fozzy71
Customer Support

HM2 isn't properly loading for me. I click on opening it, and the program loads and the HUD will run, but I can't get to the actual program-it seems to be minimized somewhere behind the scenes. I've tried redownloading the program/restarting my computer but no dice. not sure what this is

This is typically caused by your display properties being changed: You manually edited them, you added/removed a monitor, you received Windows or Graphics drivers updates, etc. Please follow this FAQ to fix the problem with windows moving off screen.


Fozzy71
Customer Support

Thank you.
I do have notecaddy premium any idea how I set it up to show (delay river cbet) and (flop bet turn check river bet stats)?

No, I don't use or provide support for NoteCaddy. They handle their own support in their 2+2 thread and on our forums.


Fozzy71
Customer Support

I formated my pc and wanted to reset my serial key. I cant nolonger access your homepage with my pc ( i guess i tryd 2 many times to log in (didnt remember my email and password)). I was finaly able to that via smartphone but i cant nolonger access the website. Can somebody give me a direct download link to HM2

If you can't access the site's home page then you may not even be able to use the download link.


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.


If you continue to have problems accessing our site then email support@holdemmanager.com from the email linked to your HM2 license with the following answers/logs:

Does http://www.cardrunners.com work for you?

If you continue to have problems please go to this page - http://ip4.me/ - and send us the ipv4 address along with your city/timezone and the approximate time/date you were attempting to login.

1. Go to - https://www.measurementlab.net/tests/ndt/
2. Click 'start' in flash version
3. after it is done, click on 'details'. then 'ctrl+a' to select all text. copy and paste it into text file and attach it to the email/ticket.
4. DO NOT post these results to forums or anywhere public

and....

A - Start > Search > cmd > right-click > run as admin

tracert -w 2000 www.holdemmanager.com>>C:\tracert.txt

B - Then attach that C:\tracert.txt file to an email



Fozzy71
Customer Support

Hey there,

I updated my laptop running Windows 10 and now HEM2 won't accept my license key. I would reset it, but I bought HEM2 so long ago I can't remember what email or login info I used. The only useful piece of info I have is my license key. Any way to fix this?

Thank you!

For security reasons we can only provide technical support if you contact us from the email address that is linked to the code you are having problems with.



Please create a support ticket via the Contact Support link and send us the code you are trying to activate along with the following:


- Any possible other email addresses, you may have purchased the license under and your first/last name?
- Which payment method did you use for the payment?
- If you used a credit card do you have the last 4 digits and the name exactly as it shows up on the card?
- If you purchased through a reseller?

Also attach a picture of your ID/Passport so we can verify your identity.

These should help us in the search of the license and thanks for your help in the matter.


Fozzy71
Customer Support

I would like to make a customized filter for delayed cbet (one opponent, he checks flop out of position, I check back) turn comes. He checks again and I bet.