I was busy testing today so did not see his logs since he didn't post the ticket number here.

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) After you do that you can try to roll back to the 3.1.15.0 stable version from this link and update your ticket to let us now if that solved the issue. Here is a direct link to your My Tickets page.

Fozzy71
Customer Support

I did rollback and the problem was exactly the same sadly. I updated my ticket with a link to the log files, even though i already uploaded them via send feedback in the afternoon. can you check my ticket and maybe speed it up if possible? thanks

Ticket #616699

In partypoker, I still use hem2 since im playing other sites that allows hem2 to work and i know you said anything you want to import with partypoker, it would work with hem3. Thus if only playing party, no point of importing on hem2.



In my statistics on party, I went to tournaments and it shows


Winrate and Expected Value


Is Winrate bb/100 and Expected Value your EVBB/100?


So if I was using hem3 for example and importing everything, then these numbers would match the bb/100 and evbb/100 on hem3?

I will review your ticket and logs with our team shortly and reply to the ticket shortly.

Fozzy71
Customer Support

In HM2 we have 'bb/100' for Winrate and 'EV bb/100' for your winrate adjusted for all-in EV.


In general the HM2 bb/100 should match the HM3 bb/100 stat but HM2 could have more import errors or be less accurate overall since we stopped updating it some months ago. The HM2 EV bb/100 is not going to match the HM3 'All-in Adj bb/100' for most samples as HM3 uses a different formula for calculating all-in equity.

HM3 uses the same equity code as PT4 now which is more accurate and less biased than the code we used for equity in HM2.

In a hand where a player is all-in but other players are not, net adjusted results are not calculated. When one player is all-in preflop and other players are not, then they usually have the option to act postflop and this means that sometimes one of them will fold. Having the option to fold* after another street is dealt means that in the long run there will be more strong hands which get to showdown and less weak hands. If we were to calculate net adjusted results in hands like this it would introduce a systematic bias (because there will be more known strong hands) so we exclude all hands like this from net adjusted calculations. You can read more about this here.

*Note: Attempting to calculate adjusted results when unknown but folded cards already called the all-in also introduce a bias into the results so HM3 does not make these calculations in any situation where a player calls the all-in and later folds (even if it's on the same street).

Fozzy71
Customer Support

Having all kinds of issues today. Crashing on open, or not responding, or it it can't verify license and spins and then crashes. Now I can get to login and once I put my info in it says waiting for a response from HM3 server.

^Same, server not responding

We had reports of this starting about 2 hours ago. The developers reported the issue to the networking team and they are working to fix the issues ASAP.

Fozzy71
Customer Support

It looks like they just now got it fixed.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Restart HM3 and make sure HM3 and the HM3 Server (Auto Import/HUD) is fully started.
- Launch your poker client(s).

Fozzy71
Customer Support

Mine is working now.

Thank you for the confirmation.

Fozzy71
Customer Support

Hi!
HUD stop to work on ACR here!
I don't know if it stops after an HM3 or ACR upgrade... Btw, i'm using (v3.1.15.6800). The folder is correct in site settings and the ACR is saving the HH in the folder (the files are there).
MTTs.

We have a known issue where the WPN HUD will fail if you have multiple hand history folders configured for the same WPN client in the HM3 Auto Import Folders. This is a known conflict of the way they update their client and our server process. It seems to only happen with WPN sites, and we have made them aware of the issue. The only way to prevent it is to make sure that HM3 and the HM3 Server (auto importer and HUD) are both shut down when the WPN client is updating. If I notice an update I quickly close the main HM3 window and then right-click exit our HM3 server icon found in the Windows system tray located in the bottom right corner of the display or from the Windows Task Manager 'Processes' tab. If the update fails you have to reinstall the WPN client, which creates a new hand history folder in the WPN client which HM3 then detects. Our software then has a problem with the multiple auto import folders that can cause the HUD to fail, and can sometimes cause the hands to not even import.

Please check what folders WPN is saving hands/summaries to in the WPN software settings then make sure HM3 is ONLY auto importing from those folders and completely 'Remove' all of the old paths that are not being used by the WPN software any longer. The old paths have to be deleted/removed not just unchecked/excluded. See this FAQ for more details.

If you continue to have problems please see our HUD Troubleshooting FAQ and if that does not help then please 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 and your forum username.

Fozzy71
Customer Support

Hi, started to play on iPoker (Betfair) again after a long time, but can't make HM2 HUD work...
First I had to add the auto import folder manually, but now it seems that hands are being imported, and still no HUD appears.
I checked HUD settings, seems fine to me. Using HM2 version 2.0.0.8714
Could you help me how to fix this?
Thanks

HM2 support ended on Dec 31, 2020 and I am not 100% sure if it still works at BetFair or other Ipoker skins. If you can follow the instructions below and send us the answers to the questions in the linked FAQ along with the requested screenshots and log files we can try and determine if it is a configuration error or caused by an IPoker client update since the final release of HM2.

Please create a support ticket via the Contact Support link and if there is a forum thread with additional information please link to this thread. In the ticket send all the following:

Please follow the instructions in this 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.

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 screenshot 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
- Also include a screenshot of the Betfair Help - About menu showing the version number of the poker client.
- Attach 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.

* 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 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD. It is configured in the Site Setup - Auto Import Folders 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.

Fozzy71
Customer Support

One of the other techs just told me that the HUD will no longer attach automatically so you have to use the Table Finder for every table and table change. Please see this FAQ on how to use table finder for non 'fast-fold' tables - http://hm2faq.holdemmanager.com/ques...+not+appear%3F

Fozzy71
Customer Support

With HM3 are you able to mark/label tournaments. I just want to be able to mark certain SNGs to review later. That would be my selling point to switch over from PT4.

Yes, you can Tag Tournaments (in addition to individual hands) in HM3 using the 'Tournaments' report right-click menu.



Fozzy71
Customer Support

I will bake you mango cobbler when you fix the problem where the results of Ignition spins are not displayed.

All of the Ignition Jackpot related tickets in our system are marked as done. Are you using 3.1.15.0 or the latest beta 3.1.15.6852 version?

Please update to our latest beta version of HM3 from this link if you do not have it installed yet.

Please try to create a new small/test database: File - New Database then manually import some hands via File - Import Folder - from C:\HM2Archive and/or C:\HM3Archive.

If you continue to have problems: 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.

Also download and send the actual client hand history files.

Fozzy71
Customer Support

Any plans to support Run it Twice in HH's for WPN?

Hey guys,

so I got a new lap top, installed HM3, imported the backup that I had created previously, and now each time I try to open HM3 it makes me go through the installation process. How do I deal with this?

Thanks

We added initial support for those hands in our latest HM3 beta version. 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.

You will have to toggle on the allow reimport setting and import the hands played since that feature was introduced, or import all the hands to a new database, as instructed in this FAQ.

Fozzy71
Customer Support

This should be fixed in our latest HM3 beta version. 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.

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

I run the program on my desktop, but I'm going to install it on my laptop. Can I copy the HUD to a USB stick and transfer to the laptop? How about the hands, so I have the same info on my laptop?