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Old 11-01-2018, 07:58 AM   #49726
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by mrrnnn View Post
Sorry, forgot to mention I had the notes system in mind. I'm wondering if I can make the notes font any bigger because its next to completely useless when multitabling. It's simply too small for me.

Hello,


That is not possible. The only way you could do that would be to try adjusting the various DPI Scaling options for Windows in general and/or for HM2.


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Old 11-01-2018, 10:51 AM   #49727
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Re: Holdem Manager Support

What's up with support for TN2 (via email)?
First there were 5 day delays between replies (that were shockingly bad) and now it's the 7th day since my last logs/email and still no reply.
TN2 is killing me, can you help me here for TN2 issues?
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Old 11-01-2018, 11:55 AM   #49728
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Re: Holdem Manager Support

Hello,

I'm sorry to hear you're having issues with the software and I apologize for the delay. It appears the support rep created a developer bug ticket for your issues but forgot to link your support ticket tot he developer ticket and reply to let you know. You should get a reply shortly.


In the future you could also try posting in their support thread as they have someone monitoring that thread now or email them directly via support@tableninja.com


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Old 11-01-2018, 02:15 PM   #49729
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Re: Holdem Manager Support

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Originally Posted by Holdem Manager View Post
Hello,

I'm sorry to hear you're having issues with the software and I apologize for the delay. It appears the support rep created a developer bug ticket for your issues but forgot to link your support ticket tot he developer ticket and reply to let you know. You should get a reply shortly.


In the future you could also try posting in their support thread as they have someone monitoring that thread now or email them directly via support@tableninja.com


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Hopefully they will respond soon.

On a side note, if I reinstall windows is there a way I can save all my settings in HM2?
All I know how to do is export/import my HUD. Is there a way to save my reports and stats shown in my HM2 lobby?
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Old 11-01-2018, 02:48 PM   #49730
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Re: Holdem Manager Support

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Originally Posted by Pop. View Post
Hopefully they will respond soon.

On a side note, if I reinstall windows is there a way I can save all my settings in HM2?
All I know how to do is export/import my HUD. Is there a way to save my reports and stats shown in my HM2 lobby?
The only ticket as old as you said yours was is Ticket #368580 and they replied to it a few hours ago. It is something the TN developers need to fix with an update. If your ticket is a different number please post about it in their support thread I linked above or email TN support directly.

Please see this FAQ to transfer/backup data. This will ensure that you have your hand histories and HUD saved to import into a new computer, and as a backup to restore in case of an emergency. I recommend you do this at least once a month and keep the last 2 or 3 most recent backups (and your \HM2Archive folder) stored on an external drive and/or cloud storage site like dropbox or google drive.

Your customized reports unfortunately will not be restored with the backup/restore method but if you also manually backup the \reports and \filters sub-folders from the roaming folder detailed in that FAQ, then copy/paste them into the new installation, after you restored the database and other settings, I believe the customized reports will remain the same.

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Old 11-01-2018, 07:19 PM   #49731
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Re: Holdem Manager Support

What would be the filter for a double delay? flop goes check check, hero bets turn villain calls, hero leads river.
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Old 11-01-2018, 09:00 PM   #49732
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Re: Holdem Manager Support

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Originally Posted by Holdem Manager View Post
If your WPN/ACR hands are importing and the HUD is working all you should need to do is change the current player in the hero menu from the Juicy scree name to your ACR screen name, or create an alias to combine the two.


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I don't at all understand how all of this goes together and I want to understand. Starting in 1985 I have played as "Poker Clif" (the only online name that I have ever used) on three sites--PokerStars, on Americas Cardroom and on Juicy Stakes Poker. Whether I was playing on one site or two didn't seem to matter. What's changed? Isn't this supposed to be about site selection? Words mean things.
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Old 11-01-2018, 09:22 PM   #49733
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Re: Holdem Manager Support

Quote:
Originally Posted by CodythePATRIOT View Post
What would be the filter for a double delay? flop goes check check, hero bets turn villain calls, hero leads river.

I believe it would be the following but I don't have a large enough HM2 database right now to be sure so I will have to double check with our QA/Testing Manager tomorrow to be sure:




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Old 11-01-2018, 09:25 PM   #49734
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Re: Holdem Manager Support

Quote:
Originally Posted by Poker Clif View Post
I don't at all understand how all of this goes together and I want to understand. Starting in 1985 I have played as "Poker Clif" (the only online name that I have ever used) on three sites--PokerStars, on Americas Cardroom and on Juicy Stakes Poker. Whether I was playing on one site or two didn't seem to matter. What's changed? Isn't this supposed to be about site selection? Words mean things.

You said the HUD is working so the hands should be importing. There is a 'Hero' menu in the upper left corner that is explained in that link. If you are looking for your ACR hands then 'Poker Cliff (WPN)' needs to be the active player in that Hero menu. Or you could just create an alias of all your screen names that would be 'Poker Cliff (Alias)' and have all 3 site's screen names linked to it so you don't have to switch between screen names to see data from other sites.


If you continue to have problems:


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.


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Old 11-01-2018, 10:53 PM   #49735
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Re: Holdem Manager Support

Quote:
Originally Posted by Holdem Manager View Post
You said the HUD is working so the hands should be importing. There is a 'Hero' menu in the upper left corner that is explained in that link. If you are looking for your ACR hands then 'Poker Cliff (WPN)' needs to be the active player in that Hero menu. Or you could just create an alias of all your screen names that would be 'Poker Cliff (Alias)' and have all 3 site's screen names linked to it so you don't have to switch between screen names to see data from other sites.


If you continue to have problems:


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
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I think that I now have all of the information that I need, except for one thing. I have been focused on being able to use a HUD on multiple sites. The tech that I had gave me a new database which he named Newbase, and he was moving other databases around on the screen.

Is each site on which I play linked to a separate database? I need to dig in that situation and see what they guy did so I know where I stand, but also I need to know if there is anything regarding setting up or linking a database that I will have to do. I'm asking about process once I know what hands are where, and when I find out whether or not Newbase is empty. I'm not asking about a specific site or problem.

Last edited by Poker Clif; 11-01-2018 at 10:55 PM. Reason: punctuation
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Old 11-02-2018, 07:17 AM   #49736
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Re: Holdem Manager Support

Quote:
Originally Posted by Poker Clif View Post
I think that I now have all of the information that I need, except for one thing. I have been focused on being able to use a HUD on multiple sites. The tech that I had gave me a new database which he named Newbase, and he was moving other databases around on the screen.

Is each site on which I play linked to a separate database? I need to dig in that situation and see what they guy did so I know where I stand, but also I need to know if there is anything regarding setting up or linking a database that I will have to do. I'm asking about process once I know what hands are where, and when I find out whether or not Newbase is empty. I'm not asking about a specific site or problem.

If you have questions about your remote support session you need to send us a ticket/email so we can determine who performed the session and ask them what they did. There is pretty much zero chance he created a new DB for every site, we would never do that but I don't know why he had to create a new database.



If you can see hands in your 'newbase' for some of your players then it is not empty. If you want to be sure all your hands are in the new database open the Options - Hand Importing menu and Import Folder = C:\HM2Archive.


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Old 11-02-2018, 07:30 AM   #49737
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Re: Holdem Manager Support

Quote:
Originally Posted by CodythePATRIOT View Post
What would be the filter for a double delay? flop goes check check, hero bets turn villain calls, hero leads river.
Quote:
Originally Posted by Holdem Manager View Post
I believe it would be the following but I don't have a large enough HM2 database right now to be sure so I will have to double check with our QA/Testing Manager tomorrow to be sure:




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I made a mistake: Turn should be simply 'Bet' as shown in this image below. I will PM this to you also to be sure you see it.


Also, since you mentioned 'double delay' I assume you mean a delayed cbet so you may also need/want to filter for the preflop action with something like More Filters - Other Advanced Filters - Flop: Flop Continuation Bet Possible = True.




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Old 11-04-2018, 08:17 PM   #49738
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Re: Holdem Manager Support

Hi there,

i have a problem with my Holdem Manager 2.

After importing around 300K Hands, my HM starts to create Notes on the bottom left corner.

At exactly 266742/300832 notes, Holdem Manager freezes, no matter what.
At this time, i am unable to use my HUD and HM itself anymore.




After restarting HM, it is saying "READY" and the progressbar is not moving anymore.






I've tried everything below:

- Setted up a new, fresh and empty Database
- Cleared my Computer Cache
- Cut the 300K Hands-Folder into small chunks of 25k Hands and imported them step by step


Sadly, the problem is still ongoing.

Is there a way to force HM to quit the Note creation process for ever?
I figured out, if i click the red X to stop the process a few seconds after opening HM, my HM is running smoothly, is there no other way to solve that problem?


Thank You!
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Old 11-05-2018, 06:24 AM   #49739
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Re: Holdem Manager Support

Quote:
Originally Posted by mengenges92 View Post
Hi there,

i have a problem with my Holdem Manager 2.

After importing around 300K Hands, my HM starts to create Notes on the bottom left corner.

At exactly 266742/300832 notes, Holdem Manager freezes, no matter what.
.....

Is there a way to force HM to quit the Note creation process for ever?
I figured out, if i click the red X to stop the process a few seconds after opening HM, my HM is running smoothly, is there no other way to solve that problem?


Thank You!

Open HUD Settings, make sure you are on the HUD Designer tab, and uncheck "Show Caddy notes in HUD." Restart HM2.


If you want to send us the hands for testing we can try and figure out what is causing the note creation to get stuck.


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.

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 11-05-2018, 07:09 AM   #49740
mengenges92
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Re: Holdem Manager Support

Thank You so much for your help Fozzy!!!

It's working now!
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Old 11-06-2018, 07:57 AM   #49741
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Re: Holdem Manager Support

idk where else to go can anybody code the tiniest tool of all time for me? i need a tool that tells me when the number in holdemanager, in "active session" tab hits my stop-loss
and just notify me
so basically just read a number and tell me when it goes past a target number
happy to pay small $$
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Old 11-06-2018, 03:44 PM   #49742
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Re: Holdem Manager Support

Quote:
Originally Posted by Holdem Manager View Post
It is something we need to fix on our end in HM2. They made a change in their software that broke our HUD on the Horizon network sites. Unfortunately most sites don't let us know in advance before they make these types of changes so we have to react after the fact. I bumped the issue again with our QA/Testing Manager so hopefully he can find room in the developer's schedules to get it looked at soon finally.


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Some weird change, as all is the same as when the HUD was working and Horizon said that they had made no changes. There has not been any HEM2 update either at those times.

So, my theory is that HEM2 was timed to stop supporting the site. HEM3 wasn't even trying to support it.

My other theory is that the HEM programmers are either on a long holiday or learning new programming skills, as no new updates for months.
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Old 11-06-2018, 05:35 PM   #49743
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Re: Holdem Manager Support

Quote:
Originally Posted by pucmo View Post
Some weird change, as all is the same as when the HUD was working and Horizon said that they had made no changes. There has not been any HEM2 update either at those times.

So, my theory is that HEM2 was timed to stop supporting the site. HEM3 wasn't even trying to support it.

My other theory is that the HEM programmers are either on a long holiday or learning new programming skills, as no new updates for months.
Horizon released an update in August that broke our HUD on their network. We have released a couple minor beta updates since then in a thread on our forums. I have asked our QA/Testing Manager a couple times to try and get this into the queue but the developers haven't had the spare time necessary to address this issue as their time is currently prioritized to getting HM3 ready for public beta testing ASAP.

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-8966 Is Resolved" in the subject line and body of the email.

Management has decided that HM3 will not include support for the Horizon Poker network.

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Old 11-07-2018, 01:19 AM   #49744
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Re: Holdem Manager Support

Hey is there anyway to filter for specific hand histories postflop where we folded, im playing on ignition and just curious to see what they had (ik results orientated)
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Old 11-07-2018, 03:02 AM   #49745
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Re: Holdem Manager Support

I have 4 sngs I am trying to manually edit the winnings for due to the site crashing. Under the tournaments tab I click on the edit button for the sng but the winnings tab box has a faded color to it not allowing me to edit the result for it. How do I get around this? Thanks
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Old 11-07-2018, 07:44 AM   #49746
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Re: Holdem Manager Support

Quote:
Originally Posted by Eudaimonia View Post
Hey is there anyway to filter for specific hand histories postflop where we folded, im playing on ignition and just curious to see what they had (ik results orientated)
In the More Filters - Other Advanced Filters menu there are filters for 'Flop Fold', 'Turn Fold' and 'River Fold'. If you want to filter for all postflop folds you should be able to use the Hero Saw Flop = True and Hero Saw Showdown = False filters in that same filter menu.


Quote:
Originally Posted by bballwiz View Post
I have 4 sngs I am trying to manually edit the winnings for due to the site crashing. Under the tournaments tab I click on the edit button for the sng but the winnings tab box has a faded color to it not allowing me to edit the result for it. How do I get around this? Thanks
You should still be able to edit those lighter grey cells in the Tournament Editor. If you can't for some reason 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.

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.

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Old 11-07-2018, 08:56 PM   #49747
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Re: Holdem Manager Support

Hello! I am having this problem with replayer for days. Is there anything I can do without reinstaling HM2? thanks!

https://imgur.com/a/5TeARa1
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Old 11-08-2018, 07:30 AM   #49748
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Re: Holdem Manager Support

Quote:
Originally Posted by tucanroman View Post
Hello! I am having this problem with replayer for days. Is there anything I can do without reinstaling HM2? thanks!

https://imgur.com/a/5TeARa1

Please close HM2 and delete the files in the following folder:

C:\Users\UserName\AppData\Roaming\HoldemManager\Co nfig\Replayer

If you can't see it, turn off the windows option that is hiding that directory. http://faq.holdemmanager.com/questio...es+in+Windows+


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.


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Old 11-08-2018, 04:27 PM   #49749
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Re: Holdem Manager Support

Quote:
Originally Posted by Holdem Manager View Post
In the More Filters - Other Advanced Filters menu there are filters for 'Flop Fold', 'Turn Fold' and 'River Fold'. If you want to filter for all postflop folds you should be able to use the Hero Saw Flop = True and Hero Saw Showdown = False filters in that same filter menu.
Thanks.

I think i already asked this already but HM2 runs extremely slow as in laggy, only whenever i restart my laptop (which is 1.5 years old) it will be smooth on start up.

My laptop specs are 8gb of ram ddr4 memory, 500gb hdd, i7.

How do i resolve this issue never had this problem in PT4 or other softwares like pio etc.

Shall i submit a support ticket?
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Old 11-08-2018, 04:34 PM   #49750
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Re: Holdem Manager Support

Quote:
Originally Posted by Eudaimonia View Post
Thanks.

I think i already asked this already but HM2 runs extremely slow as in laggy, only whenever i restart my laptop (which is 1.5 years old) it will be smooth on start up.

My laptop specs are 8gb of ram ddr4 memory, 500gb hdd, i7.

How do i resolve this issue never had this problem in PT4 or other softwares like pio etc.

Shall i submit a support ticket?

An SSD instead of a HDD would help but that is obv not an easy or cheap fix. Have you tried HM3 Beta yet to see if it performs better? If not feel free to PM me for instructions how to get a beta trial license and the latest beta version for testing.

Does it help if you try disabling Note Caddy? Open HUD Settings, make sure you are on the HUD Designer tab, and uncheck "Show Caddy notes in HUD." Restart HM2.

Please check these 2 FAQs and try all the steps there to see if they help:
- This FAQ resolves issues where security software continually try to scan files and processes which can slow down your PC
- This FAQ has general tips and solutions for performance issues

A few other things you could try to see if it helps when playing:
- Does it help you disable the Settings > General Settings > Miscellaneous > [ ] 'Automatically Refresh' option and restart HM2?
- Try leaving HM2 on the 'Home' tab when playing.
- Try picking a villain in the reports that only has a few hands in your database instead of your hero and restart HM2.
- Try creating a new smaller database with just hands from the past 1 or 2 months to use when playing.

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.


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