They will not duplicate, HM3 will just update the same hands with the new information.

You have to make sure you toggle on the HM3 - Tools - Settings - Import - [x] 'Allow reimport of hand histories' then import the downloaded files using the HM3 - File - Import Folder/Files options as explained in this section of our Ignition Setup Guide. See the linked images below:








I believe the developers plan to make more hand grabbers for other sites eventually but I am not sure if/when that might actually happen for BOL. It is not in our short term plans as far as I am aware so we still suggest customers use the Advanced Chico Converter from APT.

Fozzy71
Customer Support

Found my old hands in HM3. It is under a different alias called "Hero" as well. So I have 2 aliases named "Hero" within HM3. How do I combine the 2 so that it's only 1 so I can see all the stats combined? Also how do i purge certain hands completely and erase all record of them?

Hey, just played a small session and sent over the logs using the Send Feedback button on HM3. It will come from the email *snip*.

Thanks for your help!

You can't merge them. I would recommend you screenshot the one with the fewest site names on it, delete it, then edit the other one and add those names you screenshot. Or you can just delete both then create a new one and add all the player names that are tagged as 'Hero' to the alias if that is easier.

Fozzy71
Customer Support

I found the ticket then asked the mods to remove your email from your post so you don't get flooded with spam from bots for posting it publicly. I will forward the logs for review then reply to you via the ticket but the QA/Testing Manager may want to see the screenshots you mentioned that I do not see in the ticket along with hand history files from the session. You can add them to the same ticket and send a new reply now that the feedback ticket with logs was created. Here is a direct link to your My Tickets page.

Fozzy71
Customer Support

The wins in Ignition SNG tournaments are not appearing in the database. This is seriously hurting my ROI.

The buyins are listed as losses, but zero wins display. Is this a known problem? Any solutions?

Thanks for removing the email!

Just sent new screenshots and information. Also played a 2nd small session after downloading new HM3 file and received the same results.

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

IGN-218 - Tournament Winnings

I do not have an estimate for when this issue will be resolved. We do not give estimates until it has been confirmed as fixed by our internal testers and the release is imminent.

Manually downloading the hands and toggling on the 'allow reimport' setting before you import the files as instructed in this FAQ should hopefully update the results for some of the games.

If you continue to have problems after importing the downloaded hands: 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.

Fozzy71
Customer Support

No worries. In the future if you post in this thread about a ticket you sent just post the 6 digit ticket number here and that is enough for me to find it in our system. Here is a direct link to your My Tickets page.

Thanks, I will forward those to our QA/Testing Manager so he can discuss the issue with the developers. Once I hear back from them I will reply to your ticket with details of what they discovered.

Fozzy71
Customer Support

can you post results here please?

Our QA/Testing Manager noticed this in one of your logs:



This indicates that you need to reinstall the ACR client as HM3 is not able to properly monitor the tables for the HUD.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Uninstall ACR from the Windows Add/Remove Programs menu.
- Restart your PC then download their setup file and install it again.
- Make sure the new ACR installation is configured to save hand history and tournament history files then make sure that HM3 is configured to auto import from the proper folders as instructed in this FAQ.
- If you see any old/unused ACR hand history or tournament history paths configured in HM3 Site Settings for the old ACR installation you need to 'Remove' them from the Site Settings menu. The HM3 HUD will not work on WPN if you have multiple auto import folders configured for the same site.

If you continue to have problems after the reinstall steps above and send us some new logs, pics and hands as instructed at the end of this FAQ and I will forward those for review.

p.s. One of our testers said he had no issues with WPN Blitz HUD on NL10 this weekend.

Fozzy71
Customer Support

Blitz HUD not working Issue resolved by the team! Thanks so much for the help and quick responses!

On HM3, for the results for this month, my all in adjust value is different to what its showing on the graph. The Net won value is the same on both the graph and the table. Anyone had this issue before?

despite having done this before, im stumped as far as importing a hand history audit from pokerstars with hem3

i request my audit, untick "incude starscoin/rewards points..." and request in text/CSV format

download zip file and extract contents with 7zip

file-import files-extracted hh file - and nothing, i get one error and no hands upload

please halp

We have a known issue that the developers are working on currently where the Cash Graph All-In Adj value is incorrect if you have play money hands in the database. This will hopefully be fixed in the next beta release but it will require a reimport with the allow reimport setting enabled, or an import to a new database, after you get the next beta update installed.

If this is for tournaments or you do not have a mix of cash play/real money hands then send us the hand history files for testing as instructed at the end of this FAQ with screenshots/details of the issues and we can test the hands with our new internal beta build to see if that fixes it or if we need to document a new issue for the developers.

Fozzy71
Customer Support

Audit files do not include hands, only results information. We have an open developer ticket about the htm/html audit files not being supported (IMP-62) and there is a developer comment in there from 2018 that says that 'Only audit files requested from the PokerStars Lobby in csv format are currently supported.' so it sounds like that file should import and update the tournament information if you already have tournament hands in the database.

Can you zip/send that audit file (without the password protection) and the original hand history and tournament summary files (from your C:\HM3Archive folder) for some of your tournaments to us for testing? 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.

If you were instead trying to request and import hand history files you need to request those from the Get Hand History and Get Tournament History menus or email their support and request them sent to you in *.txt format to be able to import those.

Fozzy71
Customer Support

Hey, I just received a message from my bank saying that I was charged $40 from Max Value Software LL, but I haven't ordered anything or bought anything. What's that about?

That is most likely for the renewal of your Annual Support & Maintenance Plan. If you have further questions about the plan or the charge that is not something we can help with on the forums for security reasons. Please login to your account on our site and email your questions to to our sales team via the 'Contact Support' link.

Fozzy71
Customer Support

ah okay, it's all cool then

Playing on bovada with hm3 as a hud, working everything properly. You can download the hands with whole cards after 24 hours, hm3 can still import those, how can i see them?

Thanks

They should all show in the replayer if you toggled on the allow reimport setting when importing them and toggled on the replayer option to show hand results as instructed/shown below:

You have to make sure you toggle on the HM3 - Tools - Settings - Import - [x] 'Allow reimport of hand histories' then import the downloaded files using the HM3 - File - Import Folder/Files options as explained in this section of our Ignition Setup Guide. See the linked images below:







Fozzy71
Customer Support

I have also had this issue but have not played play money hands

We have a new beta version of HM3 that should be live soon. You will receive a prompt to update HM3 any time there is an update available as long as you have enabled the Tools - Settings - General - [x] 'Check for Updates' and [x] 'Prompt for beta updates' options. You can check for new updates via the HM3 - Help - 'Check for updates...' option. You can also check for updates and release notes in our HM3 Releases forum or in our Release Notes FAQ.

After you get the next beta update:

Please try all the steps in this FAQ. If you continue to have problems please zip and email the problem original hand histories and tournament summaries to us as instructed. 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

HEM 3:

1. Any way to toggle off auto-import? My hand are importing into a database I don't want them to

2. How do I move these hands into the other DB, I can't find the original HH now.

Still using HEM2. I have to assume its going to be soon when an update on stars or 888 makes it unable to use the hud anymore right? Also, if that update happens, only the hud won't work right? But it would still record?


Also is there some bug with hem2 and partypoker? I have hem2 running since i play on another sites that use a hud and also play partypoker at same time but i previously noticed, everytime i log on partypoker, a bit later, it closes the program itself and i have to open client and log in everytime. I then noticed... I think the culprit might be because i open partypoker and log in first... then open hem2... then the party client closes. Is this a bug or something?


Also people that use hem2 or hem3 and play on say partypoker and gg for example which doesn't allow huds, they still run hem2 or hem3 since the want to record their hands right?