Our automated Issue Resolution Assistant does not work since moving servers. You have to send log files manually.

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.

Fozzy71
Customer Support

I think i sent them manually.

Please PM me your email address and ticket number. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

Fozzy71
Customer Support

I was running HM2 and then my laptop turned off due to power outage. Since then, when I try to run HM2, I get a pop up asking me if I would like to start my free trial of HM2. I have my code but I don't want to lose all of my settings etc, i.e. HUD configuration?

any update on this

Popup Designer:

How do I copy the color of an existing cell easily?

When I drag a stat to a cell, it changes the font/cell color and it's a huge pain trying to manually match it with the existing color scheme of the row/column.

Dragging an existing cell with the color I want doesn't work, because as soon as I drag a stat over it, the color changes again.

No. This feature will likely never be implemented for HM2 at this point as our focus now is on HM3. This feature is not currently possible on HM3 but it should be easier to implement in the future if enough HM3 users request such a feature.

Fozzy71
Customer Support

Power outages when using HM2 can often cause corrupt databases but rarely cause licensing issues. Something must have changed with your system settings to cause this.

Please see this FAQ for help in resolving licensing issues.

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

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.

Resetting your profiles and/or re-activating your license will not have any affect on your personal HM2 settings, but you should also be backing those things up regularly in case of hardware failure or file corruption.

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. I recommend keeping at least the most recent 2 or 3 backups in case the most recent one does not restore properly you can try the previous backup. Here is a FAQ explaining how to backup your database and all settings in one easy step.

Fozzy71
Customer Support

Hi,

Having trouble understanding 4bet stat in HUD

For example 620 hands
Call 3bet 45(33)
F3bet 45(33)
Raise 3bet (4B) 33(9)

If he's calling or folding 90% what does the 4bet stat mean? It never adds up to 100%

Thanks

The stats do not have to add up to 100%. They are based on number of opportunities, not total number of hands dealt. If someone 3Bet's All-In your only options are call or fold and a 4Bet would not be possible. Please read this FAQ for more details about this.

Fozzy71
Customer Support

Is there a link to a HM3 thread to provide feedback?

We want all HM3 Feedback for the Alpha and Pre-Release Beta versions sent via the Send Feedback button in the software (left side bar) or via the Support Ticket system. Please login to your account and create a support ticket via the Contact Support link. Once HM3 is in public beta we will probably create some HM3 specific forums on our site. I am not sure yet if we will use this thread, or create a new HM3 specific thread, for 2+2 support/feedback for HM3 once the public beta or official release version is out.

Fozzy71
Customer Support

Thanks, I tried to search but couldn't find anything, it's a bit messy.

I just want t know how much this guy 4bets? Could you please explain how to see how much someone 4bets?

Thanks

The stat percentage will tell you how often he 4bets (raises a 3bet) when he has the opportunity to do so. He can't raise a 3bet if the person 3bet allin (he can only fold or call in those instances). If you add the 4bet stat to a popup it will show the number of opportunities for that (any) stat if it is less than 99.

Slightly off topic:

HM3 will have the much requested mouse over stat info for samples instead of the hover over popups like HM2 has:



Fozzy71
Customer Support

Hi

I would like to manage my database size by deleting players in either of the following ways:

player not seen since (date)

or

all players with less than x hands in a given time period

Are either of these possible?

If not can it be done using an external postgresql tool?

Will HM3 have better functionality in this respect?

Thanks

LET

Those options are not available in the HM2 Database Manager > Purge menu or the HM3 > Tools > Purge Hands... menu. HM3's purge options are the same as HM2's. You are the first person I can ever recall asking for these types of purging options so it is not something we plan to implement at this time. I am not aware of if/how that could be done manually in PostgreSQL for HM2. HM3 does not use PostgreSQL.

Fozzy71
Customer Support

Hi, problem im having concerns the 'hud box' (where i can click on to see the last 3 played pots at the table)
last days the delay when a hand has been played and when this hand is added to the hud box is getting bigger and bigger
also, the showing of mucked cards, is taking forever
so it happens a lot that the mucked cards are shown but that they are actually from 4 hands ago, and the same issue occurs with the hud box showing pots
obviously this is kinda annoying, how can i fix this lag?

It sounds like you might have a backlog of hand history files that are not archived: See this FAQ to resolve those issues.

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
Customer Support

Hot keys on stars don't work with HEM 2 on while it works when it isn't. Is there a work around?

Please close HM2 and Poker Stars then go to C:\Program Files\PokerStars (Program Files (x86) for the 64bit version) and right click the PokerStars.exe and choose “Properties”.

In the Compatibility Tab, select “Run this program as an Administrator”. If this option is greyed out it is because the UAC is disabled and you are already running as admin so there is no need to change anything.

Please repeat those steps for PokerStarsUpdate.exe in the same folder.

Please see this FAQ for further detailed instructions how to do these steps and make sure Holdem Manager has them done also.

Note, if you are running Windows 8 compatibility tab is most likely not available for PokerStarsUpdate.exe so alternate steps are: right-click, "Troubleshoot compatibility", click "Troubleshoot program", choose 3rd option "The program requires additional permissions, click next, click "Test program" (PokerStars should run), click next, click "Yes, save these settings for this program".

Fozzy71
Customer Support

Thanks. Worked like a charm.

My player stats don't show up after I send my hand history with stats through the hand converter. I end up having to copy and paste them into my forum posts and the they don't show player positions...ex. btn, UTG, utg+1...They show some weird seat numbers. I am playing 6max, and it'll have a seat 10 show up.
What do I need to do hear to make it show up correctly?

Which specific site? Which method are you using exactly to copy/paste them into forum posts? The best thing would be to send us the problem hands and answer these questions in a support ticket.

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 e.g C:\HM2Archive\2009\07\31 or if it was auto-imported with v7283+ it would be in C:\HM2Archive\SiteName\YYYY\MM\DD.

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

Hey. I can't get EV bb/100hands to appear in my reports for position. Is this a bug? If I click stats, it is there in the Included stats, but can't appear in the actual report. I can get every other stat to appear.

Thanks

I just tested and it is working for me.

The missing stats can be shown if you right click one of the column headings and enable the stat. Sometimes they are added but not enabled. Once enabled you may have to scroll to the right, hold the left mouse button over the stat you just enabled then drag it back to the left to the proper column where you want it aligned.

If you continue to have problems:

- Close HM2 and then delete:
- Win7: C:\Users\username\AppData\Roaming\HoldemManager\Co nfig\ColumnSettings
- XP: c:\documents and settings\username\application data\HoldemManager\Config\ColumnSettings
- Showing hidden files: http://hm2faq.holdemmanager.com/ques...in+Windows%3F+
- Start HM2 again

Fozzy71
Customer Support