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07-16-2022 , 06:41 AM
Quote:
Originally Posted by PaulyJames200x
Is there a reason when i check tournaments tab to see the results, sometimes some tournaments are not recorded after playing a session? If HEM3 had any crash issues during the session, could this have caused it?

Also, it seems HEM3 actually records the amount of rebuys and add ons you do? I recall back with HEM2, it couldn't do that?
I can't say without knowing what site you are having these issues at, or without seeing your actual tournament history/summary files and logs from a session.

Which site or sites are you experiencing this issue with? STT or MTT?

Any tournament with more than 1 table (and some single table games) will require a separate Tournament Summary/History file to be imported for HM3 to properly calculate the size, places, and prizes. Without this information it is impossible for HM3 to work out the correct results. The only sites that currently write these summary files that we support right now is Pokerstars, Full Tilt, Winamax, WPN, Pacific, Run It Once Poker and GGPoker. If your site does not write summaries, or you experience any discrepancies with the STT/SNG results, you will need to manually edit the results via the Reports - Tournament - Tournaments - right-click - 'Edit' option.

Please try all the steps in this FAQ.

If you continue to have problems:

a) 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.

b) If manual import detects the results properly and the problems only happen during auto import then you also need to send us your log files (and hands/summaries, etc) the next time this happens during live play.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-17-2022 , 08:32 PM
When I was playing on stars and 888 and used HEM2 when 888 still allowed the hud to work, I recall when you check tournament results, it never added your rebuys or add on. I know stars for sure never added the rebuys or add ons and I'm pretty sure 888 didn't either. But when using HEM3 on both, I noticed it seems to record rebuys and add on correctly on 888. On stars, sometimes it doesn't seem to record all the tournament results if say the hem3 had an issue where it would say send them a report.


I am talking about mtt only.


So you are saying HEM2 did not record your rebuy or addons with stars and 888 correct? It seem to record it correctly on stars and 888... as long as hem3 client doesn't have issues during the session.
Holdem Manager Support Quote
07-18-2022 , 08:07 AM
Quote:
Originally Posted by PaulyJames200x
...


So you are saying HEM2 did not record your rebuy or addons with stars and 888 correct? It seem to record it correctly on stars and 888... as long as hem3 client doesn't have issues during the session.
That was a general statement that both HM2 and HM3 require separate tournament summary files for us to try and detect rebuys, results, etc. HM2 and HM3 should generally work on MTT for 888/Stars since they write summary files, but HM3 (and HM2) may have some issues with specific tournaments. PokerStars for example recently stopped writing rebuys in the hand history files for some of their PokerStars.xx skin so we can no longer track rebuys on those Stars skins and they have to be manually edited.

If you have problems with import issues/errors, or tournament results detection, then follow the steps on this guide, and if that does not help then send us the HH/TS files with screenshots and details of the issues as instructed at the end of that guide.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-19-2022 , 01:27 PM
Hi, I recently bought Hm3 Omaha butit keeps saying no active omaha license found

https://gyazo.com/72ce5c82d453ef9c9d4f128d61e48e82

I tried reinstalling, relogging, restarting, followed everything in this thread

https://forums.holdemmanager.com/sho...4640&p=2519478

But nothing works, can you please advise? Thanks
Holdem Manager Support Quote
07-20-2022 , 01:29 AM
Hey fozzy. Was playing on stars with HEM3 running.


I just noticed I got that flutter embedded browser a few of them in background processes in task manager when playing on stars. Do you know how do I remove it and have you heard of it?


I still see 2 background processes like this on task manager even though I closed stars.


When I right click it and go to details, i see 2 programs showing on details called


PokerstarsBr.exe
PokerstarsBr.exe


If instead I right click on flutter embedded browser client and click open location, I see it open up a pokerstars folder where it seems to show


PokerstarsBR and its an application. I recall I seen this a while back the flutter embedded browser client a while back but it returned just now again. Do you know what that is and do i delete it and if so, how? Does this cause more lag? Because with HEM3 running, I had tons of lags even just 6 tabling etc. Usually with HEM3 running and only playing stars... the lag comes when its 12+ tabling so this flutter embedded browers client has to be the culprit?



Its when i go to c drive , program files (x86), pokerstars, then click on br folder and I see that application there.
Holdem Manager Support Quote
07-20-2022 , 12:55 PM
Also in terms of HEM3, several times I had noticed whenever stars is lagging or crashing and also with 888, I would then just stop the HEM3 hud. Then I would start hud again... many times... the hud either takes a very long time to show up... by that i mean it could take 20 minutes or longer... or sometimes they hud would only show up at say a few tables only... but sometimes show up later on at the rest of the tables. I would sometimes then just close HEM3 and reopen the client because it would take so long for the hud to show up at the tables.



I had noticed when I look at HEM3 client when this happens, many times it would show detecting tournaments... thne it might have a number like 25 tournaments detected or 25 tournaments detected or remaining? What is that and why does it do that?



I do not have 25 tables currently opened though when this happens... so what is that and why does it do that? I would see this even when I have 8 tables open but there is lagging on stars etc.
Holdem Manager Support Quote
07-20-2022 , 04:17 PM
Quote:
Originally Posted by rollingroland
Hi, I recently bought Hm3 Omaha butit keeps saying no active omaha license found

https://gyazo.com/72ce5c82d453ef9c9d4f128d61e48e82

I tried reinstalling, relogging, restarting, followed everything in this thread

https://forums.holdemmanager.com/sho...4640&p=2519478

But nothing works, can you please advise? Thanks
I believe I replied to a duplicate forum post or support ticket from you earlier today.

- 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) are fully started.
- Launch your poker client(s).

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.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-20-2022 , 04:24 PM
Quote:
Originally Posted by PaulyJames200x
Hey fozzy. Was playing on stars with HEM3 running.


I just noticed I got that flutter embedded browser a few of them in background processes in task manager when playing on stars. Do you know how do I remove it and have you heard of it?


I still see 2 background processes like this on task manager even though I closed stars.


When I right click it and go to details, i see 2 programs showing on details called


PokerstarsBr.exe
PokerstarsBr.exe


If instead I right click on flutter embedded browser client and click open location, I see it open up a pokerstars folder where it seems to show


PokerstarsBR and its an application. I recall I seen this a while back the flutter embedded browser client a while back but it returned just now again. Do you know what that is and do i delete it and if so, how? Does this cause more lag? Because with HEM3 running, I had tons of lags even just 6 tabling etc. Usually with HEM3 running and only playing stars... the lag comes when its 12+ tabling so this flutter embedded browers client has to be the culprit?



Its when i go to c drive , program files (x86), pokerstars, then click on br folder and I see that application there.
I have no idea what any of that stuff is and can not provide tech support for PokerStars software.


Quote:
Originally Posted by PaulyJames200x
Also in terms of HEM3, several times I had noticed whenever stars is lagging or crashing and also with 888, I would then just stop the HEM3 hud. Then I would start hud again... many times... the hud either takes a very long time to show up... by that i mean it could take 20 minutes or longer... or sometimes they hud would only show up at say a few tables only... but sometimes show up later on at the rest of the tables. I would sometimes then just close HEM3 and reopen the client because it would take so long for the hud to show up at the tables.



I had noticed when I look at HEM3 client when this happens, many times it would show detecting tournaments... thne it might have a number like 25 tournaments detected or 25 tournaments detected or remaining? What is that and why does it do that?



I do not have 25 tables currently opened though when this happens... so what is that and why does it do that? I would see this even when I have 8 tables open but there is lagging on stars etc.
I saw your ticket earlier today and it was being discussed by the other guys on the team. I am not sure if they replied to your ticket after I logged out of our support system but the gist of the issue seems to be that something is maxing out your CPU use and causing the HM3 API to timeout. The logs you sent showed HM3 using 11.79% of your CPU but the CPU total being used was 99.56% so all your other processes combined are using 87.67% of the CPU. All I can suggest is to review the Task Manager Processes tab sorted by CPU when playing to find out what is using all your CPU then find ways to minimize how much those processes use or disable them if they are not Windows and poker site/HM3 related.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-21-2022 , 12:16 AM
Hey thanks for the response.



They replied to me via ticket and said something is consuming lot of cpu and it isn't HM3 because its only consuming CPU at 25% only. But it showed the total cpu being used is like almost 100%. But is that amount of cpu and ram usage on HEM3 with mine normal? Seems to shows about 25% cpu usage and 700mb ram... is that about right?
Have you had any customers who ever had this issue? Do you have any customers that play lot of tables though? Would definitely figure there are players that try to 12+ table but also 18+ table. Back then with HEM2 and before aurora, it was almost no issue with that many tables.



Well when I'm playing, I'm not doing anything else. I am not having chrome tabs opened... no youtube open.. no music open etc. I can't even have anything open because if i do, the lag and issues come even faster etc.



But what exactly am i suppose to look at in task manager processes tab? Just play lot of stars table and once these freezing and lag issues come, look at task manager and see what is using lot of cpu? What about gpu? Do i look at apps or background processes or windows processes? Just scroll down and see what is using this much cpu?
he thing is partypoker was the only site that I played on back then where the cpu usage would go up to 100% and i stopped playing there etc. When I am having these issues on stars and/or 888, I don't recall cpu going to 100%. The gpu % does go at least 20% to 40% and even higher. Is that important to look at?



The only thing that uses any type of cpu is dwm.exe in windows processes. But it doesn't even use that much. It does use gpu as well.



But you are saying HEM3 is 100% not the culprit for stars client freezing and crashing and also with 888 based on those log files? I could also open ton of stars tables and play them and do not have HEM3 on... and maybe not starscaption on and see if that would make any difference? Because if i were to test say 18 tables on stars... and do not have HEM3 on and don't have starscaption on... would that mean it has to be HEM3 and/or starscaption?



Also is it possible to send the log files while playing with HEM3 opened... but there is no lag issues? Thus without that message that said HEM3 had error and to send error report? So you could take a look to see if there is any big difference in total cpu and ram usage?
Holdem Manager Support Quote
07-21-2022 , 04:34 AM
Looks like somehow my tourny history hands got loaded into my cash game results? on party poker in MI
Holdem Manager Support Quote
07-21-2022 , 07:02 AM
Quote:
Originally Posted by Burdman2321
Looks like somehow my tourny history hands got loaded into my cash game results? on party poker in MI
If you do not yet have HM3 beta version 3.1.24.8349 installed please update from this link.

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 with a link to this thread and your forum name. 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.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-21-2022 , 07:07 AM
Quote:
Originally Posted by PaulyJames200x
Hey thanks for the response.



They replied to me via ticket and said something is consuming lot of cpu and it isn't HM3 because its only consuming CPU at 25% only. But it showed the total cpu being used is like almost 100%. But is that amount of cpu and ram usage on HEM3 with mine normal? Seems to shows about 25% cpu usage and 700mb ram... is that about right?
Have you had any customers who ever had this issue? Do you have any customers that play lot of tables though? Would definitely figure there are players that try to 12+ table but also 18+ table. Back then with HEM2 and before aurora, it was almost no issue with that many tables.



Well when I'm playing, I'm not doing anything else. I am not having chrome tabs opened... no youtube open.. no music open etc. I can't even have anything open because if i do, the lag and issues come even faster etc.



But what exactly am i suppose to look at in task manager processes tab? Just play lot of stars table and once these freezing and lag issues come, look at task manager and see what is using lot of cpu? What about gpu? Do i look at apps or background processes or windows processes? Just scroll down and see what is using this much cpu?
he thing is partypoker was the only site that I played on back then where the cpu usage would go up to 100% and i stopped playing there etc. When I am having these issues on stars and/or 888, I don't recall cpu going to 100%. The gpu % does go at least 20% to 40% and even higher. Is that important to look at?



The only thing that uses any type of cpu is dwm.exe in windows processes. But it doesn't even use that much. It does use gpu as well.



But you are saying HEM3 is 100% not the culprit for stars client freezing and crashing and also with 888 based on those log files? I could also open ton of stars tables and play them and do not have HEM3 on... and maybe not starscaption on and see if that would make any difference? Because if i were to test say 18 tables on stars... and do not have HEM3 on and don't have starscaption on... would that mean it has to be HEM3 and/or starscaption?



Also is it possible to send the log files while playing with HEM3 opened... but there is no lag issues? Thus without that message that said HEM3 had error and to send error report? So you could take a look to see if there is any big difference in total cpu and ram usage?
It looks like you wrote nearly the exact same thing in your support ticket so I will just reply there in a while once I start working on support tickets. There is no need to post the same block of text/questions here and in the support ticket.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-21-2022 , 11:32 PM
Hey thanks. Okay i replied back over there.
Holdem Manager Support Quote
07-22-2022 , 08:43 AM
Does HM3 have the option to display hands played 3+ players and HU hands separetely and not mix all hands together?
Holdem Manager Support Quote
07-22-2022 , 09:02 AM
Quote:
Originally Posted by alex4409
Does HM3 have the option to display hands played 3+ players and HU hands separetely and not mix all hands together?
We have a Filter in our HUD Options for 'Number of Players Filtered' which should do what you want I believe.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
07-23-2022 , 02:28 PM
Great and fast support. Thanks dude
Holdem Manager Support Quote
07-31-2022 , 11:52 PM
https://gyazo.com/422c8d587adedba619d089fdb35720c8

Hi, When I look in the HM3 replayer why does it not show the equities?
Holdem Manager Support Quote
08-01-2022 , 08:20 AM
Quote:
Originally Posted by rollingroland
https://gyazo.com/422c8d587adedba619d089fdb35720c8

Hi, When I look in the HM3 replayer why does it not show the equities?
Please zip and email the original problem hand histories and tournament summaries to us as instructed at the bottom of this FAQ with a link to this thread and your forum name. Ensure 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.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
08-04-2022 , 10:52 PM
This has happened several times already. When playing on stars or 888 or combination of both, sometimes the hud would disappear and not show up in some of the tables. Then when I click on the HEM program on the windows taskbar, I notice it showing at the bottom something like detecting tournaments.... could be 30 or 20 or less. But as you wait, that number goes down to like 10 detecting tournaments. I forgot if its detecting or detected... but it seems like it is slow and isn't detecting it up to date so you have to wait a while for it to eventually show detecting 1 tournament and then finally that message not showing up? What is this exactly?



Also I think this happens when I have stars tables and/or 888 tables together. I am not sure if it happens if i only have 888 tables open.



So when I wait a long time, either the hud eventually shows up at the other tables... or it never shows up at all. So to fix this issue, I have to pause hud. Then start hud a bit later... and only then after waiting a while, does the hud show up at the other tables. Is this some sort of glitch or something?
Holdem Manager Support Quote
08-05-2022 , 04:28 AM
Quote:
Originally Posted by PaulyJames200x
This has happened several times already. When playing on stars or 888 or combination of both, sometimes the hud would disappear and not show up in some of the tables. Then when I click on the HEM program on the windows taskbar, I notice it showing at the bottom something like detecting tournaments.... could be 30 or 20 or less. But as you wait, that number goes down to like 10 detecting tournaments. I forgot if its detecting or detected... but it seems like it is slow and isn't detecting it up to date so you have to wait a while for it to eventually show detecting 1 tournament and then finally that message not showing up? What is this exactly?



Also I think this happens when I have stars tables and/or 888 tables together. I am not sure if it happens if i only have 888 tables open.



So when I wait a long time, either the hud eventually shows up at the other tables... or it never shows up at all. So to fix this issue, I have to pause hud. Then start hud a bit later... and only then after waiting a while, does the hud show up at the other tables. Is this some sort of glitch or something?


99% of your problems come from trying to play 100 tables on 100 years old hardware. It's not 2012 anymore. Every poker platform has evolved and mass multitabling is pretty hard to achieve, unless using very good hardware, due to improved graphics and anti-cheat methods. Imagine the time and nerves you would have saved if you just upgraded your hardware instead of writing walls of text in every thread imaginable from 888 to PT4. Just upgrade man... if you want to mass multi-table just go for a ryzen 7 or i7 with a decent gpu and you'll be alright. also make sure you get an nvme ssd for your system drive.

PS: detecting tournaments is applying all the tags to a specific game that just ended (9max or 6max, speed, bounty or no bounty and so on) and doing all the icm calculations to see your EV line and icm difference
Holdem Manager Support Quote
08-05-2022 , 08:09 AM
Quote:
Originally Posted by PaulyJames200x
This has happened several times already. When playing on stars or 888 or combination of both, sometimes the hud would disappear and not show up in some of the tables. Then when I click on the HEM program on the windows taskbar, I notice it showing at the bottom something like detecting tournaments.... could be 30 or 20 or less. But as you wait, that number goes down to like 10 detecting tournaments. I forgot if its detecting or detected... but it seems like it is slow and isn't detecting it up to date so you have to wait a while for it to eventually show detecting 1 tournament and then finally that message not showing up? What is this exactly?



Also I think this happens when I have stars tables and/or 888 tables together. I am not sure if it happens if i only have 888 tables open.



So when I wait a long time, either the hud eventually shows up at the other tables... or it never shows up at all. So to fix this issue, I have to pause hud. Then start hud a bit later... and only then after waiting a while, does the hud show up at the other tables. Is this some sort of glitch or something?
Our next update will improve tournament detection speed as it has slowed recently, but that being said the tournament detection should not cause any HUD issues. That tournament detection process is HM3 reading any tournament summaries if available and/or trying to detect your finish position, prizes, etc. When you do a manual import the tournament detection runs after the import, but during live play, the tournament detection process has to run periodically for any/all tournaments you play.

Have you ever tried creating a new database and importing only the last 1 or 2 months of hands and then playing like normal with a smaller database? Have you tried using a less complex HUD from one of the included HM3 default HUD profiles? If none of that helps, and the only solution for you is to play fewer tables, then the only likely fix is going to be a faster and more modern laptop/computer like the poster above suggested.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
08-05-2022 , 10:56 AM
Any chance you know when this will be fixed? I posted about this bug a while back but i see that it hasn't been fixed yet. After every session i get few SNGs that are not calculated correctly icm wise. This happens on both 888 and Pokerstars, happens after every session and reinstalling HM3, creating a new database, clicking detect on each of them doesn't fix this.

I'm using version 3.1.24.8349. I think this is the latest one available.

Holdem Manager Support Quote
08-05-2022 , 11:13 AM
Quote:
Originally Posted by exquisite
Any chance you know when this will be fixed? I posted about this bug a while back but i see that it hasn't been fixed yet. After every session i get few SNGs that are not calculated correctly icm wise. This happens on both 888 and Pokerstars, happens after every session and reinstalling HM3, creating a new database, clicking detect on each of them doesn't fix this.

I'm using version 3.1.24.8349. I think this is the latest one available.

I am not sure as I am not sure which specific bug number that might relate to. Did we link you to an internal bug ticket about the issue?

What is your 6-digit support ticket number so I can see if we linked you to a bug ticket so that I can check the status of the issue? Here is a direct link to your My Tickets page.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote
08-05-2022 , 11:24 AM
Quote:
Originally Posted by Holdem Manager
I am not sure as I am not sure which specific bug number that might relate to. Did we link you to an internal bug ticket about the issue?

What is your 6-digit support ticket number so I can see if we linked you to a bug ticket so that I can check the status of the issue? Here is a direct link to your My Tickets page.

Regards,

Fozzy71
Customer Support
Hold'em Manager

No you didn't link me to any internal bug ticket. I just posted on the hm3 bug reports forum a while back. Any chance you know what causes that and what can i do to prevent it from happening again? It's not a random event, it's happening every session, both on stars and 888. I'm playing STT (non KOs).
Holdem Manager Support Quote
08-05-2022 , 11:38 AM
Quote:
Originally Posted by exquisite
No you didn't link me to any internal bug ticket. I just posted on the hm3 bug reports forum a while back. Any chance you know what causes that and what can i do to prevent it from happening again? It's not a random event, it's happening every session, both on stars and 888. I'm playing STT (non KOs).
There is nothing you can do to fix the issue on your end. We need you to send us the hands for testing if you haven't done that yet.

Please zip and email the original problem hand histories and tournament summaries to us as instructed at the bottom of this FAQ with a link to this thread and your forum name. Ensure 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.

Regards,

Fozzy71
Customer Support
Hold'em Manager
Holdem Manager Support Quote

      
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