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Old 03-15-2019, 10:46 AM   #50126
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by Steamy Kangaroo View Post
HM2 2.0.0.8544
PostgreSQL 8.4
Windows 10 Home 1809, Build 17763.379
Latest windows 10 updates installed.

Hello after windows 10 update I could not start hm2.

I went to services.msc and posgresql was not running. I tried to start it but got this error:



Googled a bit and tried to retype password in services.msc but it did not help.
Then tried - Log on as: Local System account and postgre started to work and hm2 too.

Is there any potential problems or security issues if I use this option?

Edit: I remember when I first installed HM2 on this machine it had also some problems with postgreSQl and I had to download and install postgreSQL myself before I was able to install HM2.
It was first time something like this happened after windows reinstall in beginning of January, but everything was running smoothly until latest windows updates.
Quote:
Originally Posted by Holdem Manager View Post
AFAIK it shouldn't be an issue but to be sure I posted up in our internal testing channels and am waiting to hear back from our PSQL expert to be sure. If he has anything to add I will re-quote you and reply here plus send it to you via PM to be sure you see my updated reply.


Fozzy71
Customer Support

Yeah, no security issues. Win10 just 'reset' the password for the postgres user in Windows.


You can reassign the correct password:

- Click the Windows Icon in the lower left corner of your monitor and type "cmd.exe" (without quotes), and right-click - 'Run As Administrator.
- In the command prompt window, type the command
Code:
net user postgres postgrespass
- then press the 'Enter' key.


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Old 03-16-2019, 01:13 PM   #50127
Pharaoh39
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Re: Holdem Manager Support

Ok my HEM 2 is REALLY sluggish. I went and backed up all of my hands. (I think) Do I have to purge the database to get HEM to run optimally? I even did the standard vacuum tables but to no avail. I REALLY need help on this matter.
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Old 03-16-2019, 01:32 PM   #50128
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Re: Holdem Manager Support

Quote:
Originally Posted by Pharaoh39 View Post
Ok my HEM 2 is REALLY sluggish. I went and backed up all of my hands. (I think) Do I have to purge the database to get HEM to run optimally? I even did the standard vacuum tables but to no avail. I REALLY need help on this matter.
Purging a database will never make it as small as if the hands had never been imported in the first place. The easiest way to see if your performance issues are related to the size of your database is to create a new empty database, import the last 1 or 2 months worth of hands from C:\HM2Archive then test it playing a normal session.

If you continue to have problems follow all the steps below and if it doesn't help follow the instructions at the end of the reply to create a support ticket and let us know what did/didn't help, send us your logs and answers to all of the questions below.

What is your hard drive model, RAM and CPU? You can find this in your Control Panel - System - Device Manager. Sometimes lower spec PC's can contribute to lagging but that is not to say we can't still improve it further.

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.

In the meantime while you reply with those details I have a couple of things you can try that will improve the performance of your PC in general and may help if this scanning is the cause of the issues you're seeing.

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 - http://hm2faq.holdemmanager.com/ques...y+played+hands

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.

Please zip and email the requested files via the 'Contact Support' link here and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

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 03-17-2019, 05:25 PM   #50129
Pharaoh39
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Re: Holdem Manager Support

Quote:
Originally Posted by Holdem Manager View Post
Purging a database will never make it as small as if the hands had never been imported in the first place. The easiest way to see if your performance issues are related to the size of your database is to create a new empty database, import the last 1 or 2 months worth of hands from C:\HM2Archive then test it playing a normal session.

If you continue to have problems follow all the steps below and if it doesn't help follow the instructions at the end of the reply to create a support ticket and let us know what did/didn't help, send us your logs and answers to all of the questions below.

What is your hard drive model, RAM and CPU? You can find this in your Control Panel - System - Device Manager. Sometimes lower spec PC's can contribute to lagging but that is not to say we can't still improve it further.

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.

In the meantime while you reply with those details I have a couple of things you can try that will improve the performance of your PC in general and may help if this scanning is the cause of the issues you're seeing.

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 - http://hm2faq.holdemmanager.com/ques...y+played+hands

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.

Please zip and email the requested files via the 'Contact Support' link here and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

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
NOTHING you have suggested has worked. In fact, when I switched to a new database NONE of the hands are even showing up it, and it's STILL slow!

The AVAST firewall isn't even mentioned in the links you posted.

How can I just start EVERYTHING over and clear everything?

I'm going to be forthcoming. Your product as of late has been VERY disappointing, and I'm thinking of buying Pokertracker.

Last edited by Pharaoh39; 03-17-2019 at 05:35 PM.
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Old 03-17-2019, 06:55 PM   #50130
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by Pharaoh39 View Post
NOTHING you have suggested has worked. In fact, when I switched to a new database NONE of the hands are even showing up it, and it's STILL slow!

The AVAST firewall isn't even mentioned in the links you posted.

How can I just start EVERYTHING over and clear everything?

I'm going to be forthcoming. Your product as of late has been VERY disappointing, and I'm thinking of buying Pokertracker.

Please send us your log files as I requested at the end of the previous reply so we can see what is happening and what might be causing it. It is very difficult to debug something without seeing a copy of your \Desktop\HM2Logs folder files to start with.


Quote:
Originally Posted by Holdem Manager View Post
.....
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.

Please zip and email the requested files via the 'Contact Support' link here and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

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.


....

And also answer the other questions in my previous post as to your cpu, ram, hdd/ssd model number, database size, etc when sending those logs.


We can also get you set up with the latest internal beta for HM3 and see if that performs better for you while we try and get your HM2 issues resolved.



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Old 03-19-2019, 06:24 PM   #50131
billesmith1
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Re: Holdem Manager Support

I tried to start hm2 and get the message that it can't find my activation code. When I put it in I get the message that I'm using it on 2 computers and shuts down. I've used it on other computers in the past but for the last 3 months only 1 and had worked fine until now. I went to holdemanager.com and saw that I could reset all profiles and reinstall but I'm afraid I'll lose my 8 year database
thanks
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Old 03-19-2019, 06:54 PM   #50132
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by billesmith1 View Post
I tried to start hm2 and get the message that it can't find my activation code. When I put it in I get the message that I'm using it on 2 computers and shuts down. I've used it on other computers in the past but for the last 3 months only 1 and had worked fine until now. I went to holdemanager.com and saw that I could reset all profiles and reinstall but I'm afraid I'll lose my 8 year database
thanks

Resetting your license profiles on our registration servers will not have any affect on your local PostgreSQL database on your computer's hard drive.

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.


p.s. You should make regular backups of your database and your HUD profiles, original hand history file archive (I keep mine on google drive), etc.

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.


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Old 03-20-2019, 10:36 AM   #50133
kostetsos
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Re: Holdem Manager Support

hi,

i had to play for a few days, today i downloaded a new release of hd2 and now on pokerstars it doesn show the hud

what i do ????
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Old 03-20-2019, 01:24 PM   #50134
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by kostetsos View Post
hi,

i had to play for a few days, today i downloaded a new release of hd2 and now on pokerstars it doesn show the hud

what i do ????

It is most likely their new beta aurora graphics engine which you will need to disable until our development/testing team all have the new aurora graphics engine and can begin work on adding support for it.


It could be related to their new/seasonal themes. Try switching back to an older theme, or try to turn off the PokerStars - Settings - Table Appearance - Table Graphics: [ ] 'Enable the new PokerStars Graphics Engine' option, and/or disable the Settings - Table Appearance - Table Display: [ ] 'Display Seasonal Themes'


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
- Attach 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.

* 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.

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 03-22-2019, 04:38 PM   #50135
CorrectSide
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Re: Holdem Manager Support

888Poker tournaments winning not being tracked anymore? Shows all my recent winnings on 888Poker as $0.
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Old 03-22-2019, 04:43 PM   #50136
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by CorrectSide View Post
888Poker tournaments winning not being tracked anymore? Shows all my recent winnings on 888Poker as $0.

The only thing I am aware of in our system that sounds similar is an issue #HM-8787 but it specific to HU SNG.


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.

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.



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

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.


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Old 03-22-2019, 11:18 PM   #50137
TheConfusedPlayer
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Re: Holdem Manager Support

Hi Fozzy,

My HM2 won't import bounty tournament on merge network. Is there a fix for it?
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Old 03-23-2019, 08:37 AM   #50138
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by TheConfusedPlayer View Post
Hi Fozzy,

My HM2 won't import bounty tournament on merge network. Is there a fix for it?
Is it this tournament?

HM-9010 Carbon/Merge Nightly Bounty $2k GTD tournament is not importing

If yes, please send an email via the 'Contact Support' link and include "Notify Me When HM-9010 Is Resolved" in the subject line and body of the email.

If that is not the tournament with import 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.

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 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.


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Old 03-24-2019, 04:22 PM   #50139
Stealy Man
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Re: Holdem Manager Support

Good Afternoon Fozzy,

I bought your product: Holdem Manager 2 on July 28, 2018

For some reason when I go to open up HM2 today and play some cards I am getting this message:
A valid license for Holdem Manager 2 was not found.
Do you have a license code?

After this, I input my Product Key once again, and it says:
No activations left for this license code.


Any help in a timely manner would be greatly appreciated as I am currently playing.

Respectfully,
Tyler


UPDATE: This is only occurring on my laptop and not my desktop. Is there a specific reason for this?

Last edited by Stealy Man; 03-24-2019 at 04:32 PM.
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Old 03-24-2019, 04:28 PM   #50140
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by Stealy Man View Post
Good Afternoon Fozzy,

I bought your product: Holdem Manager 2 on July 28, 2018

For some reason when I go to open up HM2 today and play some cards I am getting this message:
A valid license for Holdem Manager 2 was not found.
Do you have a license code?

After this, I input my Product Key once again, and it says:
No activations left for this license code.


Any help in a timely manner would be greatly appreciated as I am currently playing.

Respectfully,
Tyler

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.



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.


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 03-24-2019, 04:58 PM   #50141
Stealy Man
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Re: Holdem Manager Support

Fozzy,

Appreciate the quick response!

Will try this today and get back and let you know if everything is situated.

Tyler
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Old 03-26-2019, 02:20 AM   #50142
TheConfusedPlayer
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Re: Holdem Manager Support

Have opened a ticket with the subject line. Thanks!
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Old 03-27-2019, 12:00 AM   #50143
DukeNo1
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Re: Holdem Manager Support

HM2 does not work on poker 888 after new software update of 888.

Can you please check this.

Thanks!
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Old 03-27-2019, 08:59 AM   #50144
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by DukeNo1 View Post
HM2 does not work on poker 888 after new software update of 888.

Can you please check this.

Thanks!

Which 888.xx skin? What games are you playing? Do the hands import and show in the reports and only the HUD doesn't work?

We have a handful of known import or HUD issues with various 888.xx clients but they are mostly 888.xx specific issues, not issues that affect all 888 skins.



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
- Attach 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.

* 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.

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 04-01-2019, 04:21 PM   #50145
mengenges92
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Re: Holdem Manager Support

Hi,

is there a way to import hands which are in a .db file into HM?

"Import Files/Import Folders" option isnt importing any hands.


Thank you!
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Old 04-01-2019, 04:28 PM   #50146
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by mengenges92 View Post
Hi,

is there a way to import hands which are in a .db file into HM?

"Import Files/Import Folders" option isnt importing any hands.


Thank you!

No. I forget which site writes those types of files but it is not a file type we support.


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Old 04-01-2019, 04:40 PM   #50147
mengenges92
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Re: Holdem Manager Support

Thanks Fozzy so i guess i have to get a converter or is there a way to change the file-type and outsmart this problem? ;-)

Thanks
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Old 04-01-2019, 06:51 PM   #50148
Holdem Manager
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Re: Holdem Manager Support

Quote:
Originally Posted by mengenges92 View Post
Thanks Fozzy so i guess i have to get a converter or is there a way to change the file-type and outsmart this problem? ;-)

Thanks

I am sorry but I have no idea, I don't even know what site they are from. You will have to ask others that play on that site/network if/how they get hands into a tracker.


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Old 04-03-2019, 09:26 AM   #50149
antneye
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Re: Holdem Manager Support

Fozzy,

Hand histories for LHE on Winning Poker Network (ACR skin for me) still import as NLHE. This is frustrating because it skews all of my data on my different game types.

Is there any way this can be fixed?
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Old 04-03-2019, 09:39 AM   #50150
Nitti Vitti
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Re: Holdem Manager Support

with todays update avira gives a virus warning
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