Please email your account details and questions to sales@holdemmanager.com as this is not the place to discuss this matter. It is against the rules of the commercial software forum to discuss sales topics. This thread is only for technical support questions.

Fozzy71
Customer Support

Hello, having issue with Winamax 8max MTTs.
Recently they changed some of their MTTs from 9max to 8max.

When I sit at table HM2 detects it as 9max table and I manually change that it is 8max.
However then always 1 player sitting in middle top seat never have his stats displayed.

Also not sure which number I should chose in preferred seating in HM2. I sit always in middle down seat (auto center).

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/ques...Reporting+Tool
- 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 zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

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.

Please zip and email the requested files to hm2support@holdemmanager.com 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.

Fozzy71
Customer Support

Thanks for quick answer. Will do everything next time I play session with some 8max MTTs on Winamax.

does HEM track jackpot sngs on WPN/ACR ?
I notice regular sngs track no problem but some info is missing from the 3 handed sngs (aka jackpot sngs)

They are currently being tagged/counted as freerolls. Since they are newer we need to add proper support for them.

This issue has been documented in detail and provided to the developers to resolve.

The assigned internal ticket # on this issue is HM-8672

If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When HM-8672 Is Resolved" in the subject line and body of the email.

Which site or sites are you experiencing this issue with?

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

There is a new NoteCaddy beta version out in our forums that sreticentv is looking for beta testers and feedback on from MC premium customers:

update patch - http://www.holdemmanager.com/Downloa...AutoUpdate.exe

Full Installer if you need it - http://www.holdemmanager.com/Downloa...ager2Setup.exe

Thread for feedback is here which has a previous beta build in it so make sure you update with the links above.

Fozzy71
Customer Support

Hi, i have a problem with hm2 on party, on tables named with weird characters or that contain "-" the hud doesnt start.

I have to close and open hm2 in order for hud to work on those tables.

I do not see any open tickets for this issue in our system so we will need some logs sent in to investigate it:

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 - http://hm2faq.holdemmanager.com/ques...ging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/ques...Reporting+Tool
- 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 attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

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.

Please zip and email the requested files to hm2support@holdemmanager.com 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.

Fozzy71
Customer Support

Hi I have a problem with mi HM, ok I will try to explain because my english isnt very good.

One day when I started HM2 it doesnt start because said that soft couldnt connect with the postgre, afeter that I click on the box to fix by sefl, and start again, but later when I want to review my session the hands doesnt save on the HM2, but when I play online the stats running good, with all old stats, but I cant see the HH on HM2 because the soft doesnt save my HH... What could be? ty

It sounds like the temporary disconnect may have damaged your database.

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

mmm it doesnt work any of that

if I uninstall the soft but I bought with a friend so we split... if i unistall the key still working after that?


I saw something, when I make an import manual of hands it says imported incomplet..

It is against our EULA terms and conditions to share a code - http://www.holdemmanager.com/end-user-license-agreement

His license allows him to activate on two computers that he owns, not split/share it with someone. It cannot be shared between two people and it also cannot be sold to another person.

If you want to use our software or get technical support you need to purchase your own license.

Fozzy71
Customer Support

oh i didnt know that.. i would preffer to buy by myselft better for no having problems..

Hi,

So I'm just waiting on a new laptop. How do I save my current hand histories and HM2 settings so they can be moved across to the 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.

If you have any problems activating the software:

Please see this FAQ for help in resolving licensing issues:
hm2faq.holdemmanager.com/questions/881/I+Can+Not+Activate+or+Register+Holdem+Manager

If you continue to have problems we need you to send us the \HM2Logs folder as explained in the last steps under 'Contact Support'.

Fozzy71
Customer Support

Hey there,

HUD not working on zoom, is there anything I can do?

Thanks.

*Make sure you close Stars before updating

Please update to the latest beta version - http://www.holdemmanager.com/downloa...r_2_Update.exe

After downloading, right-click the file, go to properties and click unblock. Then, right click the file and run as administrator to complete the reinstall.

IMPORTANT Zoom Installation Instructions:
On the first run, you must start the Hold'em Manager 2 HUD BEFORE you launch PokerStars. If PokerStars is open, you must close PokerStars, start the HUD and then open PokerStars before Zoom HUD will function properly. If the Zoom HUD is not displaying after doing the above, please uninstall PokerStars and re-download and install PokerStars as the PokerStars installation is more than likely corrupted and a PokerStars reinstall should resolve the issue.

If you continue to have problems:

Make sure you always start HM2 first before you open the PokerStars Client. If you closed PokerStars for any reason and did not close HM2 please close them both and start HM2 before you stars PokerStars again.

Please check all of the steps on this FAQ - http://hm2faq.holdemmanager.com/ques...rs+Zoom+Tables

If you continue to have problems please send the requested files/screenshots as instructed at the end of the FAQ in the link above.

Also include the Stars country version (.com/.eu/.it etc) and Stars Build # from their Help > About and also send the audit-folder.ini from c:\programfiles\pokerstars (if you have a 64-bit OS, it will be programfiles (x86).

Fozzy71
Customer Support

Hey,

Have been contacting hm2 regarding this issue but jw if there is a simple reason why I have this issue. I have already created a new database and followed the instructions yet I still have the same problem.

For the last few weeks the HUD in game on the pokersite has not been working, the HUD will pop up for all players over than myself but after 2 hands or so the HUD will stop updating, also no HH's are updating in the HM2 database (active session etc). Anyone know why this is, thanks.

That means the HUD is pre-fetching a couple hands which stars allows us to do but it is not properly configured to actually import your played hands.

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

Please see this FAQ on how to use table finder if you are playing regular non-zoom type tables - http://hm2faq.holdemmanager.com/ques...+not+appear%3F

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.

Fozzy71
Customer Support

Hi Fozzy, I have a strange problem. In hand replayer, the cards are now miniature, the chips are squashed into the right somewhere and pressing the arrows doesn't work. It's only just started doing this, so weird

I have reinstalled from your link in the previous page in this thread, didn't work.

Hope to get this resolved soon, got plenty of hands to review! Cheers

does hm2 track jackpot sngs on wpn?

Not yet. They are currently being tagged as freerolls and will have to be manually edited for correct results until this is resolved.

This issue has been documented in detail and provided to the developers to resolve.

The assigned internal ticket # on this issue is HM-8672

If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When 8672Is Resolved" in the subject line and body of the email.

Fozzy71
Customer Support

Please close HM2 and delete the following file:

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+

Fozzy71
Customer Support