This is explained on our Annual Support & Maintenance Plans FAQ.

Here is a direct anchor link to that specific question - Do I Need to Re-Purchase If My Annual Support & Maintenance Expires?

Fozzy71
Customer Support

Thank you for the feedback

I'm experiencing a few issues with HM3 and the Ignition hand grabber.

1.)The hud doesn't always pull up on my tables. They do not show up under APPS >Ignition Hand Grabber>Status either.
2.) When the hud resets after 5-30 hands.
3.) The hud stats dont always show the correct stats, it sometimes takes 4 hands for it up show correctly.
4) The hud will not select my correct seat; I've made sure to select the correct seat. It resets my seat every 5-30 hands when the hud resets.
5.) The hands are uploading twice. The LIVE play function grabs the hands while playing (I don't always use this function due to reasons 1 through 4) and when I download the hand history, it uploads the same hands again; causing false data.

General HM3 question:
Will HM3 HUDs work while playing on multiple sites? So far, this isn't happening for me. The sites I've used are BetOnline, ACR, and Ignition.

Thanks!

Are you only playing tournaments? If so that is related to this issue which we just documented Friday for the developers:

IGN-216: No hands generated for Ignition tournaments (July 2020)

The hands will sometimes start generating if you restart HM3 but the seat numbers in the hand history files we generate will not be in the same order as the players at the tables.

Please 'Contact Support' with a link to this thread and your forum username to my attention. We don't have a fix for it yet but once we do I can send you a pre-release version of the build with that fix to make sure it is working, as I have 2 other customers waiting on a fix for it as well.

Yes it should, other than the IHG issues on Ignition tournaments mentioned above. If you are having playing multiple sites (not including Ignition tournaments) then we need you to send us your log files, screenshots of the entire desktop showing the tables, reports or live play view, and Windows clock time, along with the hands from the session as instructed in this FAQ.

Fozzy71
Customer Support

Hello, I just downloaded the trial of HM3 today. I bought HM2 years ago. I cannot import my HM2 database into HM3 to save my life. I clicked on "file" "import HM2 database". I am on Windows 10, everything up to date. Inititally I got the message "HM3 cannot create or open databases from a folder that is being synchonized by OneDrive, Google Drive, Dropbox or other similar cloud based services." I pasued syncing on dropbox and still have same issue. The Import Details keep saying that the import starts and that exporting hands can take a few minutes but no hands are being imported at all (I checked in the cash results by stakes section). Also there is nothing at the bottom of the HM3 that shows my hands are being imported. My HM2 database is about 3 gb.

No idea what to do, I tried googling etc. Is clicking pause syncing for dropbox enough to stop the synchonizing problem?

Also I bought HM2 around 2011, there is a 25% discount to upgrade to HM3 by oct 2020. I didn't see the discount anywhere when i login into my HM2 account and went to the HM2 store though. How do I apply this discount?

also what are the steps to getting HM3 hud running on Ignition? I used card catcher before on HM2 but heard it doesnt work for HM3

Started to play 1st proper session with HM3.

Stars.eu - all pop-ups not work shows 0 stats
ACR - No stats show up on tables
Bodog - No stats show up on tables

Tried to restart HM3:



Edit: after trying to restart HM3 like 6 times finally it started to work and stats showed up on Bodog and ACR

So I cant transfer Hm2 database to HM3. I keep getting the synchronize error even though I paused Dropbox. Not sure how to stop that error message, Google hasn't helped much

Is HM3 working well for Bodog now?

What part of HM2 or HM3 are on OneDrive, if any?

It sounds like it might be because Windows put your "MyDocuments" and "Desktop' folders on OneDrive.

You can read here about this OneDrive option here: https://support.office.com/en-us/art...a-6552e77c3057

Just disable it in the OneDrive settings then you should be able to collect the logs.

If you continue to have problems:

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.

HM3 Apps can only be used if you own a HM3 license. They can not be used if HM3 is in Trial or Free mode. This is a security restriction of our licensing system. The only way you can try that App would be to buy HM3 and use our 15 day no questions asked refund period as 'Trial' time for testing the app.

Fozzy71
Customer Support

If you continue to have problems with the HUD on Stars, or other sites:

Please see our HUD Troubleshooting FAQ and If you continue to have problems please send the requested screenshots, logs and hand history files in a new support ticket as instructed at the end of the FAQ.

If you have login problems again in the future:

Open C:\Users\{UserName}\AppData\Roaming\Max Value Software\Holdem Manager\3.0\Config and delete CurrentUserToken.txt file if you see the file. If you can't see the folder, turn off the windows option that is hiding that directory.

If you continue to have problems:

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.

Fozzy71
Customer Support

Our Ignition Hand Grabber (IHG) app for HM3 is working well on cash games but a recent Ignition update has caused tournament hands to not be generated unless you restart HM3, but then the hands that are generated have the player numbers written in the wrong order causing the HUD to be misaligned. We only discovered the issue last Friday and our developers are working to get it resolved ASAP but I am not sure if it will be fixed in time to be in our next update we already had planned for this week.

Fozzy71
Customer Support

Hello,

https://gyazo.com/3bdc76279706ef5add40d877dbc02148

Chico network - betonline

friend sent me some hands and i also collect some hands there while playing

I tried to create an alias, but nothing works for me, how can i merge the hands together , soo i can see all the hands while iam playing ?

thank, martin.

ive got thousands of hands vs opponents but its only showing less than 300 on everyone.

i have everything set to 0 (all hands/weeks)

Is there a way to download holdem manager 2? Or can I only download hm3?

https://www.holdemmanager.com/store/...ds-manuals.php

Should work, if not, just google it, i stil have HM2

There is no way to have an alias total hands/stats from multiple sites show in the HUD for HM2 or HM3. The HUD can only pull data from the actual player's site name. We hope to make such a feature possible in HM3 at some point in the future but I am not sure if/when that will be implemented. It likely won't be possible until some time after our 'HUD 2.0' project we are working on for late this year or early next year.

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 to HM3 please send an email via the 'Contact Support' link and include "Notify Me When HMT-1091 Is Resolved" in the subject line and body of the email.

Fozzy71
Customer Support

You are referring to the HUD not showing their lifetime stats? Please make sure you specify if your questions are for HM2 or HM3 in the future as we still have many customers using HM2 instead of HM3 so I have to answer for both if you don't specify.

HM2:

Are you using any customized HUD/Tournament filters?

Make sure the HUD Settings > General Settings > Common Settings > [ ] 'Use session stats' is disabled. Also check the Table HUD Options to be sure it is set to All Hands and not Session Stats.

- HUD Settings > HUD Filters should all be set to '2 to 10' and make sure that both check box options under Filter by limits are checked [x].

- HUD Settings > HUD Filters > Filter by date / numer of hands > 'Include hands newer than X months old' should be set to 120 and 'Use last X hands' should be set to 0.

- HUD Settings > Tournament Filters are all set to '1 to 81+'. Changing these filters to anything other than their default settings will make the HUD Stats change drastically based on the number of players at the table and/or their stack sizes in tournaments.

If that doesn't fix the issues, please reproduce the problem and attach a screenshot - https://support.microsoft.com/en-us/...re-screenshots - showing the HUD, the Report for one of the selected players with the problems, and pictures of the HUD Filters and Tournament Filters and attach a log file as explained in this FAQ.


HM3:

Did you edit any of the HUD - HUD Options - 'Filters'? Those settings can drastically change what the HUD shows at the table. Do your HUD Options - Filters appear the same as the default ones in the linked image here? If not, change them so they do.



If that doesn't fix the issues, please reproduce the problem and attach a screenshot showing the HUD, the Cash Results By Stakes Report (or Tournaments by Buyin report if you don't play cash games) for one of the selected players with the problems, and pictures of the HUD Options Filters and attach your \HM3logs files to a support ticket as explained in this FAQ.

Fozzy71
Customer Support

You can still download HM2 from our new site: Support - Support Center - HM2 - Downloads.

Reinstall HM2 from this link.

- After downloading, you should right-click the file, go to properties and click unblock.*
* If you do not see an 'unblock' option you can ignore this step.
- Then, right click the file and run as administrator.

Please update to the latest beta version from this link.


The same code can be used on 2 pc's you own at once and can be reset as often as needed. Please try using our site to retrieve and/or reset the code whenever necessary.

If you have any problems activating the software please see this FAQ for help in resolving licensing issues.

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.


*Note: All development of new features, tools and game type support will be focused on HM3. We will continue to support HM2 for bug fixes and parser updates until an end of life (“EOL”) date of December 31, 2020. See this FAQ for more information.

By purchasing HM2 you can upgrade to HM3 with a 25% discount before October 15th 2020. To use the discount please login to your HM account on our website and add the available discounted upgrade option to the cart and complete the purchase. You can see our upgrade policy FAQ here. And our HM3 Annual Support & Maintenance policy FAQ here. Important: The Annual Support & Maintenance is FREE for the first year with the purchase or upgrade.

Thanks for the assist.

Fozzy71
Customer Support

I login to the HM site but still don’t see the discount. HM3 is still listed for $100. I bought HM2 around 2011.

That is not something we can help with on the forums for security reasons.

Do you see a HM2- license in your account profile after logging in, or a a PRO- type code without a HM2- leader, under the 'My HM2 Data' tab? HM2 was released in November of 2011 so your purchase could have been for HM1 instead of HM2. Both HM1 and HM2 licenses will show under that My HM2 Data tab in our new site, as all licenses from our site transferred there whether it was HM1, HM2, TN2, or some other HM1/2 app.

Please login to your account on our site and email your questions to to our sales team via the 'Contact Support' link. Make sure you are logged in from the account you bought HM1 or HM2 from in 2011, and include a screenshot of what HM3 version you are trying to buy and the price.

Fozzy71
Customer Support

Where is table finder in HM3?
After I got moved to different table on Chico (MTT) HUD was showing stats for players from previous table. Restarted table 3 times and no stats show up but they are imported in HM3.

Never had this problem with HM2 and BetOnline Card Catcher



Edit: HM3 restart didn't help either.

Not really interested to be beta tester for half finished soft.

Is it possible to get e-mail notification when:
HUD on Bodog MTTs will work
HUD on Chico MTTs will work

probably no point asking refund as anyway you will stop supporting HM2 and the end of the year.

I do not see any open developer tickets about Chico HUD problems. Which BOL/Card Catcher are you using? The one from Ace Poker Solutions (APS) or the one from Advanced Poker Tools (APT)?

Please contact them directly at 'APS Contact Us' or 'APT Contact Us' and if they can't help you to solve your problems then reproduce the issue and send us a set of logs, screenshots and hands from a session as instructed in this FAQ.

We have an open issue 'IGN-216' about Ignition MTT HUDs not generating hands, or misplacing HUDs if the hands are generated, that we wrote up last Friday and the developer started working on today. I do not have an estimate for when it will be ready but if you send a support ticket to 'Attn Fozzy: Ignition MTT issues', with a link to this thread and your forum name, I can keep your ticket open in our Ignition Hand Grabber (IHG) support inbox with a note and send you a pre-release beta version for testing once it passes internal testing along with the other few players reporting these issues.

Fozzy71
Customer Support

In HM3 is there a stat that can be added to HUD showing net won/loss vs other players? (In HUD editor, I checked stats under "winningsAndRake but didn't see anything for such stat)