No, this is at the start of a fresh session where there hasn’t been a chance for the tables to lag and for the “null” title to appear. There are table numbers in the window title.

a) Please reproduce the problem and:
- Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue.
- Attach a copy of the original Hand history for the table with the issue.*
- Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

Fozzy71
Customer Support

Any chance HM2 will be fixing run it twice on partypoker hands?

It's magically working today. Not sure what changed.

I have to say first off that HM3 is the most disappointing piece of software you have ever put out... since purchase i have NEVER got through a session without HUD failing.

How come the HUD freezes so much? on the old HM2 you could at least reload the hud From the main drop down if it froze..is there an option like that somewhere?

And when are you guys gona pick up a phone? One conversation would save weeks of questions.... you really need a phone help line....its by far the most efficient way

And done get me started on your "apps" note caddys code had to be written by a second grader.. its pathetic

See my previous reply to the same question:

We would definitely like to work with you to sort through the issues you are experiencing as they are not typical. Can you email me (jim@holdemmanager.com) so that I can coordinate a remote session with you?

As for NC . . . the Beta release has been to a limited number of customers. There have been several major updates to it over the last couple of months. After we get your other issues sorted out, I would love to get your feedback on the most recent update for NC.

Thanks for your feedback and thanks in advance for allowing us to work with you directly to resolve your issues.

Jim Varnon
Managing Director

HM3:

I noticed that with the Cash-Advanced Hud that is included in HM3 that when I click on VPIP there is a popup that has several popups included (like Preflop, Steal, Flop, Turn, ...). How can I do that why my own HUD and several popups. Sorry..cant figure it out even when looking into the Cash-Advanced HUD.

The VPIP stat for that HUD has the 'Preflop' popup assigned by default so you should see a single popup when you left click that stat:






If you click the empty space in the HUD, or a stat that does not have a single popup assigned (like Total Hands), you will see all popups in tabs that are assigned to that profile under the Popup Groups button.





Fozzy71
Customer Support

heya,

still having a lot of issues with HM3 HUD on pokerstars zoom table.

Sometimes it works and there is the hud on all the players, next hand it's only 50% of the players with the hud, the hand after one player is missing etc etc

it's so random, and it's related to the players involved in the hands, as I make sure I have hands on them...
sometimes on table 1 hud is visible for player X, and on table 2 & 3 with same player X, nothing

I've tried a bunch of things, restarting, making sure to launch HM3 first and so on, but nothing works

any help please ?

cheers

Make sure you are not playing regular tables at the same time. There is a known issue with the PokerStars client not updating their zoom seating files that HM2/3 need to be able to properly show, place and update the HUDs on these 'fast-fold' tables if their Aurora Graphics engine is enabled. We have made our PokerStars contact aware of this issue.


If you have the same problems when only playing Zoom tables without opening any regular tables:

Make sure you always start HM3 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 HM3 before you start PokerStars again.

On the first run, after an install or an update, you must start the Hold'em Manager 3 HUD BEFORE you launch PokerStars. If PokerStars is open, you must close PokerStars, start the HM3 HUD/Import and then open PokerStars before Zoom HUD will function properly.

*If the Zoom HUD is not displaying after doing the above, please uninstall PokerStars, rename the associated C:\Users\UserName\AppData\Local\PokerStars.xx folders. 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 please tell us which ps.xx skin you play on and what the client/server version numbers are and send the logs/files as instructed below:

Please see our HUD Troubleshooting FAQ and reproduce the issue then send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ with a link to this forum thread.


Fozzy71
Customer Support

Any updates on HM3 and Bovada tourneys?

In what regards do you mean? Are you having HUD issues or are you referring to issues with the tournament results in the Reports not reflecting your actual results? We can't detect results because you can't download tournament summary files from their software, only hand history files, but the HUD should be working now in our previous beta and stable builds. You will have to manually edit the tournament results via the Reports - Tournaments - Tournaments - right-click a tournament in the upper half the report grid - Edit - Tournament Editor, then edit as needed and click 'OK' to save the edits.

If you are still on 3.1.9.0 or the 3.1.9.5853 beta and haven't updated to 3.1.10.0 yet you should do that as well. We have a known bug where if you are opted into beta builds it isn't prompting to the most recent (newer) stable build since we started using double digits in the version number.

Please update to our latest stable version of HM3 from this link - https://www.holdemmanager.com/downlo...channel=stable

You may also need to download the previously installed version to the same folder if you regularly empty your downloads folder.

Here is the previous beta - https://www.holdemmanager.com/downlo...ion=3.1.9.5853

And the previous stable - https://www.holdemmanager.com/downlo...ersion=3.1.9.0


If you are updated and having HUD issues on Bovada tourneys:

HM3 and the HM3 Server/HUD, and the Ignition Hand Grabber (IHG) app processes must always be started before you open the Ignition poker client software. If the Ignition poker client is closed for any reason you must shut down HM3 and restart it fully again.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Start HM3 and wait for the HM3 server to start. You will know it has started when the 'Start HUD' button switches to say 'Stop HUD'. If that doesn't happen then you can start it via the HM3 - File - 'Start Auto Import' option.
- Once the HM3 HUD/Server is fully running you can then start the Ignition client.

Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.

If you then have any problem with import errors or a HUD not appearing:

a) Take a screenshot of the table/desktop before and after the problems.
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/
- Select all the hands for this session in the 'Sessions' report with the Ctrl+A keys then right-click - 'Export' those hands and zip/attach them as well. We need the grabbed and exported versions of these hands to compare with the logs to look for name mismatches.
- Close HM3 and exit the HM3 Server then save a copy of the original Hand history for the table/session with the issue and zip/attach those also.*
* All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import 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.

Hi there,

Is it possible to show your own stats overall in the replayer? Its very messy adding all stats for comparison in the reports tab.

Once you get all the stats in a report you can save that report as a custom report and restore the original report to default stats.

There is no option to view lifetime hero stats in the replayer currently. It was possible in early testing but it caused performance issues so we had to disable it at that time.

This feature request has been documented in detail and provided to the developers for future consideration. If you want to be notified if/when it is added please send an email via the 'Contact Support' link and include "Notify Me When HMT-1428 Is Resolved" in the subject line and body of the email.

Note: There is a method to enable it manually but it can cause performance issues as mentioned, and it will also cause the live hero HUD to behave the same way which would mean losing the ability to see your table image/stats at each table which you may not like (and it could also cause performance issues when playing live). If you want the instructions on how to do this, I posted them on our forums.

Fozzy71
Customer Support

thx

i'm only playing zoom tables, and I make sure to follow what you said

I've just reinstalled pokerstars, same issue.

For your information, it's pokerstars.fr

also, I'm using mercure theme, 4 deck cards, and I've disabled aurora thing

so everything is unchecked in pokerstars settings

Also, 'I'm noticing issue even in the holdem replayer ...

Link to screen shot : https://imgur.com/a/Ksf91NE

as you can see here it's randomly missing on 2 players...

please help

I can't help here in the forums from looking at a screenshot of the replayer. I need you to reproduce the problem in a short live plus replayer session, then send us the screenshots in a support ticket along with the logs and hands from that session as I instructed at the end of my previous reply.

Please see our HUD Troubleshooting FAQ and reproduce the issue then send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ with a link to this forum thread.

You can also send the logs during the session via our feedback session, and send the hands and screenshots after the session:

a) Please reproduce the problem and:
- Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue.
- Attach a copy of the original Hand history for the table with the issue.*
- Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

Fozzy71
Customer Support

I'll have a look but it's so weird as everything was fine for some time, and now it's no longer the case even though I'm pretty sure I changed nothing on my HM3 config / my laptop config...

You never heard of anything similar ?

btw I tried reinstalling HM3, but it's almost as if I just closed & reopened the software, as everything was perfectly configured, didn't have to go through the setup steps I did the first time

Do you know how I can try a more clean reinstall too ?

thanks for your help

I didn't see any other reports of issues on Zoom tables this morning when I spent 3 hours answering support tickets. Reinstalling, even a 'clean' reinstall, should not be necessary to fix your issues. We just need you to send us the screenshots, logs and hands from session where you had problems to us in a support ticket as I suggested in my first reply.

Fozzy71
Customer Support

Done : #518842

hi im getting this error when trying to replay hands

https://gyazo.com/badbacfc58d6cb6264d54cdffed3f76c

any ideas?

Were you playing live hands when trying to replay hands or was this after the session? This usually indicates a problem with the hand and our parser so we need the hands from that session and your logs sent.


a) Please create a support ticket via the 'Contact Support' link with a link to this thread and your forum username. Please reproduce the problem and attach a set of log files and a screenshot and detailed description of the issue in the support ticket you created.

b) Please zip and email the original problem hand histories and tournament summaries to us as instructed at the bottom of this FAQ.

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

Fozzy71
Customer Support

I found your ticket and will review it with our team later this morning and reply, after I take care of any unanswered posts on our own forums.

Fozzy71
Customer Support

Hi, I recently purchased HEM3 and imported my hem 2 hands but a tourney did not import. I was told it was because I had manually imported it to hem2, which I did as I was having problems with it that evening and had to do this later.

I have the hand history in a document and want to import it to hem3 but it doesn't let me. The history is currently in a word document and I have also tried importing a s a pdf with no luck.

The hand history is actually there in my hem3 but all of the stats values are wrong (winnings, entrants and finish position). Every hand is there though. So this is not shown on my graph either.

How can I do this?

How exactly did you you 'imported my hem 2 hands'? You imported the archived/original hands or imported the actual database? You should try importing the actual database first. If the tournament/hands are in the HM2 DB then HM3 should be able to force HM2 to export them in a format that HM3 can import directly.

HM3 can not import hands from word docs or pdf files, and neither can HM2 AFAIK.

If you only tried importing the hand history files try creating a new DB in HM3 then use the File - Import HM2 Database... method of importing your HM2 hands.

Edit: I see you said the hands are imported but the results are wrong? For now*you will need to manually edit the results via the Reports - Tournaments - Tournaments - right-click a tournament in the upper half the report grid - Edit - Tournament Editor, then edit as needed and click 'OK' to save the edits.

If you continue to have problems:

Please create a support ticket with a link to this thread and your forum username.

a) Please backup your HM2 database/settings as explained here.

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

Then upload the backup file to to a file hosting site like or dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox please try using google drive or filedropper.com instead. Here is a direct link to your My Tickets page.
- https://help.dropbox.com/files-folde...utside-dropbox
- https://support.google.com/drive/ans...DDesktop&hl=en

b) Also zip/attach the original hand history files that were in word/pdf format that you think HM2 can import but HM3 can not.

Fozzy71
Customer Support