Are you playing tournaments? Look one post above this one if that is the case.

If you are playing cash games and not tournaments:

Make sure your site is configured to save hands and that HM2 is setup to auto import those hands - http://hm2faq.holdemmanager.com/ques...20Setup%20Info

*Note that we do not support play money hands so you must test/play real money hands when using HM2 - http://hm2faq.holdemmanager.com/ques...ay+Money+Hands

Make sure the poker client and hand histories are both in English. If it is not, you need to change it in the Lobby Options or reinstall the software and choose English.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/ques...ime+Adjustment

If you continue to have problems:

Please follow the instructions in the following 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 - http://hm2faq.holdemmanager.com/ques...es+not+work%3F

Alternatively you can use our Priority Support Tool which often resolves the issue and it will ask you relevant questions and at the end it will forward us the answers if you couldn't resolve it - http://www.holdemmanager.com/store/priority-support/ - look for the 'HUD is not working' topic. Requests via the priority support tool receive higher priority than normal emails.


I can't tell you without seeing a screen shot of the HM2 Active Session or Reports while playing so I can compare the Time column of recent hands with your windows clock. The poker client lobby time doesn't matter for the two sites you mentioned, only the windows time and the time shown in HM2 for the hands when playing/

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/ques...ime+Adjustment


This is because you also chose the option to not hide protected operating system files. Toggle that option back on as that is generally not needed anymore unless you are looking for some specific HM2 settings/log files manually.


You should delete whichever ones your Pokerstars > Options are not using. You will have to compare the Instant Hand History and Tournament Summary options in the PokerStars client Options menu to the Site Setup list of folders.

Fozzy71
Customer Support

For 888, cash works. SNG doesn't. Where is table finder on hem2?

There is a known issue on tournaments because they changed the hand history format (added table sizes). You will need to use the Table Finder for now until we Fix this problem. Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/ques...+not+appear%3F

This issue has been documented in detail and provided to the developers to resolve. The assigned internal ticket # on this issue is HM-8611. If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When HM-8611 Is Resolved" in the subject line and body of the email.

We have a quick fix going thru internal alpha testing and according to initial feedback from the first testers it looks like we have solved the problem. Hopefully we can get it checked in soon and push a new public beta (8276+)shortly after that. If we can get it checked in before the next beta you will receive a prompt to update once available as long as you have enabled the Settings > General > [x] Prompt for Beta Updates.

Please update to the latest beta version if you are not already using 8275, and make sure the prompt for beta updates setting mentioned above is enabled, so you will know when the next beta with the fix is ready - http://www.holdemmanager.com/downloa...ger_2_Beta.exe


Fozzy71
Customer Support

It was linked in the post I referenced and is linked in my instructions above. Here is the link again - http://hm2faq.holdemmanager.com/ques...+not+appear%3F

Fozzy71
Customer Support

So how many total files should be there? I assume 3 then since roaming is one of them and then the other 2? The thing is after i delete thte two with screenname on it.... whnever i autodetect it always adds these 2 back. Says it might be additional hands etc. Is there a reason for that?

Instant hand history shows


user/myname/appdatal/local/pokerstars/handhistory

user/myname/appdata/local/pokerstars/tournhistory

hem2 crashes every time I take an action in the software. What could be the reason for it? The only thing that works is the HUD, I've vacuum the Data base, and purged it from all hannd that aren't from hero, I am running a fairly powerfull computer.

Okay so this only happens when 888 does an update. But after sometime the hem update will fix all these issues and then hud would work as normal?

Also how do i show the last 3 winners of the last 3 hands? Default only shows 2.

Then you should delete these other 2 from the Site Setup > PokerStars > Auto Import Folders menu:

Fozzy71
Customer Support

Without seeing a crash log I can only give a general reply that helps a variety of issues:

Please try a clean install of HM2. This will preserve your database and backup your HUD and settings.

Step 1 – Restore Default Settings:
First try restoring your default settings, often some settings files can become corrupt and cause these issues:
http://hm2faq.holdemmanager.com/ques...fault+settings

Step 2 – Uninstall and reinstall HM2 with Revo uninstaller:
Other times critical system files may not have been installed on previous updates and it can also cause these types of errors or in some cases antiviruses may have removed files that it mistook for unsafe. Doing a revo uninstall also removes old registry file information which might have become corrupt. You can download the free version here: http://www.revouninstaller.com/revo_..._download.html and there is a useful tutorial how to use it here:
http://www.guidingtech.com/457/revo-uninstaller/

Uninstall Holdem Manager 2 via Revo unistaller and then reinstall this version:
http://www.holdemmanager.com/downloa...er_2_Setup.exe

Please add this file to your firewall and antivirus exceptions and run it as Administrator.

Step 3 – Follow the steps in this FAQ:
http://hm2faq.holdemmanager.com/ques...olders+HM2+use

Step 4: If the default settings work, please use the FAQ in step 1 to restore your settings and test them.

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. Email this file to hm2support@holdemmanager.com with a link to this thread and your forum name.

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

Fozzy71
Customer Support

It doesn't happen anytime they update their software. Only when they make changes to their hand history format and/or table window titles/properties. We should have the fix available for public beta soon I believe but I can't say for sure when as there are a lot of moving parts when it comes to pushing an update that the developers and management need to deal with.

Fozzy71
Customer Support

hud settings > general settings > common settings > last hand winners = '3'

Fozzy71
Customer Support

Do you know why these keep showing up each time i autodetect after i delete it?

Check

For Windows Vista/7/8: C:\Users\username\AppData\Local\PokerStars\
XP: C:\Documents and Settings\User_name\Application Data\PokerStars

See this tutorial for showing system and hidden files:
http://hm2faq.holdemmanager.com/ques...in+Windows%3F+

For secondary/Tertiary Stars folders and remove what you no longer play.

udbrky
Customer Support

Is there a way to display a histogram of your session results? I want to see the frequencies of my sessions that are roughly break even, severely losing, moderately winning, etc.

I signed up on Full Tilt with this offer that I could get 75$ to use on holdem manager software if I get 225 FTP. I completed it a few days ago and got instructions to send an email to verify@fulltilt.com to confirm that I'm affiliated with Holdem Manager. I still haven't gotten a single word from them. Nothing confirmed no email no nothing.

There is but there technically isn't supposed to be for this and some other reports. When you open the Reports tab on the far right edge reading from top to bottom you will see the 'Table' tab which is active by default and a 'Graph' tab. This isn't supposed to show on all reports but if you have a large hero and/or can be quick to click the graph tab before it disappears, then change some options and refresh it you can get it to load any data.

The problem with this Graph tab on some reports like the Sessions Report is there are so many data points that the X axis is hard/impossible to read and you will have a very wide set of points to graph and have to use a horizontal scroll bar. We have this issue wrote up but if anything is done about it in the future it will most likely be to make that graph tab hide faster, or never show at all, so it can't be used on this and other reports with large numbers of data points.



Fozzy71
Customer Support

TwoPlusTwo does not want us discussing these sales related topics in this technical support thread. Please email your account details and questions to sales@holdemmanager.com and they can assist you.

Fozzy71
Customer Support

Hi fozzy,

I can't find a filter criteria for 'last hand of tournament', can only find 'hero busted from tournament'. Do you know if that is there somewhere?

So I was able to make a report for.... HU, stack over 2000 chips, All-in preflop, bustout hand of SNG.

But couldn't make a report for.... HU, stack over 2000 chips, All-in preflop, winning hand of SNG.

I don't think we have a filter for this and I can't see any open requests for it. I can't see a way to do exactly what you want but if you add the More Filters > Other Advanced Filters > Other > 'Won Hand' then use the Tournaments report and sort the bottom hands grid by the 'Time' column then the hand at the top of the grid should be the last hand for that tournament you won.

Fozzy71
Customer Support

any news about hud in mtt's ? table finder sucks when is too many tables...

We hope to have a beta out later today if all goes well with the checkin and pre-beta testing. These changes should be available in the next gold beta release. While we do not have an exact date for the release, 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

I hope today will be release . Thx

I assumed you were talking about 888 since that is the current hot topic. Please try to include the site when asking about site specific issues in the future.

Fozzy71
Customer Support