My hem2 is crashing very often. I have to shut it down with crtl+alt+del and restart several times per day. It just stops moving, I cant click anything, its just completely frozen. Hud also freezes to my screen.

Which Operating System, Firewall, and Anti-Virus are you using?

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall any 3rd party security software bundles.
2) Reboot your computer
3) Please install the latest version: http://www.holdemmanager.com/downloa...ger_2_Beta.exe
- After downloading, you should right-click the file, go to properties and click unblock. Then, right click the file and run as administrator.
4) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender, and add firewall exceptions for HM and SQL - http://hm2faq.holdemmanager.com/ques...rewall%29#MSES
5) Install Microsoft Security Essentials for antivirus/malware protection and update it - http://www.microsoft.com/security_essentials/

If you continue to have problems:

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

Hi, can i change the width of the auto rate icon box in the pic?
Also is there a possibility of having both the auto rate icon and be able to colourcode boxes?
Ty

You can not edit the size of the auto rate or note icons but it has been requested in the past by a few people.

Are you asking if you can color the auto rate icon one color and the box/border a different color? This is not possible. I don't know that this request has ever been written up but the chances of it ever being possible are very slim.

Fozzy71
Customer Support

do some tournies not get trackey by hem? im using it for merge and isnt trakcing a tourney i ran deep in.. thank you

Merge does not write summary files. If they ever start writing summaries in the future we will be able to track results but until then you will have to manually edit the results.

Any tournament with more than 1 table (and some single table games) will require a separate Tournament Summary/History file to be imported for HM2 to properly calculate the size, places, and prizes. Without this information it is impossible for HM2 to work out the correct results. The only sites that currently write these summary files that we support right now is Pokerstars, Full Tilt, and Pacific. If your site does not write summaries, or you experience any discrepancies with the results, you will need to manually edit the results via the Reports > Tournament > Tournaments > right-click > edit - http://hm2faq.holdemmanager.com/ques...rnament+Editor

Fozzy71
Customer Support

ok. ty

it was the "up to day of hand" box that was throwing it off. things are stable now, thank you for your time and support

Thx for letting us know. That is a known issue/annoyance we documented for the developers.

Fozzy71
Customer Support

what files do i need to copy over to move my hand histories and hud settings to a new computer?

Please see this FAQ to transfer/backup data:

http://hm2faq.holdemmanager.com/ques...dem+Manager%3F

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.

Fozzy71
Customer Support

ty

Hey Fozzy, question about how certain stats are calculated...

I made a customized pop-up for blind-versus-blind play so I could see how often BB a) folds versus SB open (BB Fold vs SB steal) b) calls SB open (VV Call SB Steal) and c) 3bet's versus SB open (BB 3Bet vs SB)

As an example, when I look at the stats listened for a certain player I see

Fold 55 (40)
Call 35 (40)
3B 44 (9)

I don't get it. I'm assuming that for the first two stats that '40' represents the total # of situations where SB opened an unopened pot bvb. But what is happening with the 3b stat? Why isn't it listed as 10 (40)?

This is for Borgata in NJ that uses Party poker

I cannot get the hands to import into my hud. It does not go into any reports at all. If i play it does detect the tables and I do get the hud stats on each player, but my hands are not saved anywhere. I believe my hands are saved on my hard drive and I have part poker auto importing C:\programs\theBorgata\Borgatapoker\Handhistory + sub folders. Any help would be greatly appreciated.

If it helps at all when I go to C:\HM2Archive i see all the hands there..

Are these all HU hands? Assuming all of the hands were parsed correctly and there is no 'bug' in the hands/stats then you must have faced 31 all-ins where you did not have an opportunity to 3Bet. The number of opportunities/samples for stats won't always be the same as the number of opportunities for other stats. You can learn more about this here.

Fozzy71
Customer Support

It sounds like the hands are being imported since you can find them in your \HM2Archive folder and that import path appears correct IIRC. If they weren't being imported they wouldn't get archived.

*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 try to vacuum/analyze and reindex your database - http://hm2faq.holdemmanager.com/ques...29#maintenance

If you continue to have problems, try the following:

Try creating a new DataBase and import a small portion of your \HM2Archive so you can see if the problem exists in the new DB - http://hm2faq.holdemmanager.com/ques...y+played+hands

If the new database seems to work properly, it sounds like your database might be corrupt. This is why regular backups are a good idea. If your database becomes corrupt you can restore a backup and only have to import the most recent hands (that were played after the backup was created) and edit any tournament results if necessary.

Here is a FAQ explaining how to backup your database and all settings in one easy step - http://hm2faq.holdemmanager.com/ques...onfigs+work%3F

If none of the above steps helped please zip and email the problem hand histories. If you have a large sample just send us a small sample which you can reproduce the problems with. Please include a link to the relevant thread if you posted this in the forums and send it to hm2support@holdemmanager.com

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 v7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD.

When sending any hand history files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is too big to attach to an email please upload them to a file hosting site like dropbox or filedropper and send us the download link.

Fozzy71
Customer Support

I am running postgresql v8.4.

Some maintenance software I have let me know that many newer versions are out, and I'm planning on updating to the latest version postgresql 9.4.1

Should this be fine for HM2? Does HM require the older version of postgres? Just want to make sure I'm doing a good thing by keeping postgres up to date, and not unintentionally breaking HM2.

Let me know, and thanks as always!

I can not recommend 9.4.x at this time. I think one or two of our testers said the basic import functionality works but we have not done any detailed testing of it and the advanced database features like maintenance, purging, exporting etc. 9.3.x is the newest one I can recommend in good conscience.

Fozzy71
Customer Support

RE : my HUD freezing for some seconds

Weird, i know ive triple-checked to have all the necessary files on white-list and admin rights and what-not, but now when i tried playing with my user changed to admin, not standard (but UAC is still on), HUD doesnt freeze anymore. Something mysterious was blocking.

A few days of struggling with this, on a positive side-note i got Postgres reinstalled as 64-bit.

Thanks for the info and all the best!

Thank you for letting us know what solved your problems. It helps us when crafting future replies to other customers with similar problems.

One of our other testers and remote support specialists mentioned (unrelated to your issue) that you must use HM2 with an Admin account. I must have forgotten this over the years so I apologize for that and greatly appreciate your feedback to help confirm that the next time someone tells me they are playing on a limited/standard user account I need to tell them to change it to an admin account.

Good luck at the tables. If you have any further questions or problems do not hesitate to ask us.

Fozzy71
Customer Support

Hi again, im looking at HM Cloud account and see "Maximum Hand Count based on current subscription" 100k
Is HM Cloud still in beta = 100k hands is the limit as i cant find pricing anywhere?
Is HM Cloud alot easier on my CPU resources?

Ty

- Yes - It currently only supports cash games for 7 networks.
- Yes - Only the local HUD client runs on your PC and uploads hands to our server, while all the database resources are taken care of by our servers.

Fozzy71
Customer Support

had a new problem 5 minutes ago:

tried to restore a database in my new laptop, i put my usb key in the laptop then go to the restore tab and select the backup file from the usb key.

it selects it fine and im able to click start restore. and when i click it the usual warning 'it may take a few hours etc' pops up. when i click 'yes', it restores for a fraction of a second then it goes back to the 'database info' tab. does that mean my backup file is corrupted or something ?

Have you tried copying the .pghembk file from the USB drive to one of your hard drives then restore it from the HDD?

How much free space do you have on your system/C drive and how big is the database according to the HM2 > Database > Database Info menu? You generally need more than twice as much free space as your database is big according to that menu.

Please see this FAQ to clear up some more free space - http://hm2faq.holdemmanager.com/ques...+of+Disk+Space

If you continue to have problems you can try moving the windows temp directories that we use for these database procedures to another drive that has more free space - http://forums.holdemmanager.com/gene...t-working.html

If you continue to have problems:

Please enable the Settings > Feature Logging > [x] 'DBControlPanel' 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 - http://hm2faq.holdemmanager.com/ques...ging#startmenu

Please reproduce the problem and attach your log.txt file with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

Please zip and email the requested file to hm2support@holdemmanager.com with a link to this thread and your forum name.

Fozzy71
Customer Support

active session and report for last hours not working since today clock went ahead 1hour. Tried site setup auto detection and didnt work, my pokerstars time is same as my windows time if that matters... ICT time zone