Official Hold'em Manager Support Thread

xxMightnMag1c · Jul 22, 2015

I'm trying HM2 and I'd like to know, will every time i update/patch HM2 ill be downloading the whole(~70megabytes) full HM2 software instant of just a few mbs?
and will I need to update other softwares e.g SnG wizard,Tilt breaker,Notecaddy ect.?? IF so is it possible to do it with internet accelerators and how?

HoldemManager · Jul 23, 2015

xxMightnMag1c said:
I'm trying HM2 and I'd like to know, will every time i update/patch HM2 ill be downloading the whole(~70megabytes) full HM2 software instant of just a few mbs?
and will I need to update other softwares e.g SnG wizard,Tilt breaker,Notecaddy ect.?? IF so is it possible to do it with internet accelerators and how?

The update patch is generally a bit over 100 MB which shouldn't take too long with any modern hi speed internet connection. It will contain the update for HM2 and all the included Apps if they are updated.

Fozzy71
Customer Support

xxMightnMag1c · Aug 3, 2015

Is it possible to buy HM softwares with FPP/club points? if not can it be made possible.I think this can help even those who have hm2 but dont have notecaddy full definitins,Leak buster ect. Can you please take this request to the revelent department.

HoldemManager · Aug 4, 2015

That is something the site/forum would have to discuss with our management directly. It is not possible at this time and likely will not be possible any time in the near future that I am aware of.

Regards,

Fozzy71
Customer Support
Hold'em Manager

pcgnome · Aug 10, 2015

When I try to open up HEM2 I get the message that the license server could not be contacted. I have a license number, but it still asks me for one. Then the program exits.

HoldemManager · Aug 11, 2015

pcgnome said:
When I try to open up HEM2 I get the message that the license server could not be contacted. I have a license number, but it still asks me for one. Then the program exits.

We have shut down our former registration server. So long as you have the newest version you will automatically switch to our new licensing system. If you experience license issues, the first thing you need to do is to update to the latest version.

Reinstall HM2 from this file - http://www.holdemmanager.com/Downloads/8338_HoldemManager2Setup.exe

After downloading, right-click the file, go to properties and click unblock. Then, right click the file and run as administrator to complete the reinstall.

If you were on the old licensing server, just updating should automatically fix it. If you still experience issues after updating, then you have a separate unrelated licensing issue. You should see this FAQ http://hm2faq.holdemmanager.com/questions/881/I+Can+Not+Activate+or+Register+Holdem+Manager for a resolution.

If you continue to have problems we need you to send us the \HM2Logs folder as explained in the last steps under 'Contact Support'.

We have waited almost 2 years to give everyone a chance to update without causing any interruption. But, if you are affected, I do apologize for the inconvenience.

Regards,

Fozzy71
Customer Support
Hold'em Manager

DrazaFFT · Aug 21, 2015

Dear support, can you help me. Im playing at microgaming, and the hud is showing but it doesnt update at all, only when i hit stop hud and start hud again it updates once but it remains frozen again. It only happens at micro gaming every where else its working right. Its cash tables 6max btw...

Thanks in advance

HoldemManager · Aug 22, 2015

Make sure that you are not using the active session screen on Microgaming while playing.

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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 - http://hm2faq.holdemmanager.com/questions/2581/Feature+Logging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/questions/2821/HUD+Reporting+Tool
- Attach a screen shot 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
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/questions/1921/How+Do+I+Send+a+Log+File+to+Holdem+Manager+Support?

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

udbrky
Customer Support

ConDeck · Aug 22, 2015

Hi,

Can you assist please.

I'm having trouble running the HUD on Full Tilt. I have used it there before with no problem and it works perfectly well on pokerstars however for some reason it is not working with Full Tilt. Hand Histories are saved and the file location is correct in HM2 but it picks up nothing...

Not sure if its a bug or some setting has changed somwhere but I cannot find anything on your support pages that will correct it...

Thanks

DrazaFFT · Aug 22, 2015

HoldemManager said:
Make sure that you are not using the active session screen on Microgaming while playing.

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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 - http://hm2faq.holdemmanager.com/questions/2581/Feature+Logging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/questions/2821/HUD+Reporting+Tool
- Attach a screen shot 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
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/questions/1921/How+Do+I+Send+a+Log+File+to+Holdem+Manager+Support?

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

udbrky
Customer Support

Just to make something clear first before i do anything, cuz i just saw that i forgot to mention it, the active session screen and hand history is working right, hands are stored and can be accessed and all the graph and reports are working... its only hud that stays frozen... hand history have the right time and date and all the data in hands that are stored is accurate

What do you mean by not using active session, not opening that tab while i play at all?

HoldemManager · Aug 22, 2015

ConDeck said:
Hi,

Can you assist please.

I'm having trouble running the HUD on Full Tilt. I have used it there before with no problem and it works perfectly well on Pokerstars however for some reason it is not working with Full Tilt. Hand Histories are saved and the file location is correct in HM2 but it picks up nothing...

Not sure if its a bug or some setting has changed somwhere but I cannot find anything on your support pages that will correct it...

Thanks

Please see this FAQ to alleviate any security bottlenecks - http://hm2faq.holdemmanager.com/questions/2561/Set+Correct+Permissions+on+files+and+folders+HM2+use

Please give HoldemManager Administrator rights - http://hm2faq.holdemmanager.com/que...les+As+Administrator+(Windows+Vista{47}7+&+8)

Make sure your site is configured to save hands and that HM2 is setup to auto import those hands - http://hm2faq.holdemmanager.com/questions/521/Supported+Sites+-+Minimum+PC+Specs#Site Setup Info

*Note that we do not support play money hands so you must test/play real money hands when using HM2 - http://hm2faq.holdemmanager.com/questions/2901/Play+Money+Hands

Make sure the poker client and hand histories are both in English. If it is not, you need to change it in the Lobby Options or reinstall the software and choose English.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/questions/101/Options+{47}+Hand+Importing+{47}+Site+Time+Adjustment

Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/que...e+Finder+utilized+if+the+HUD+does+not+appear?

If you continue to have problems:

Please follow the instructions in the following 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 - http://hm2faq.holdemmanager.com/questions/1421/What+can+be+done+if+the+HUD+does+not+work?

Alternatively you can use our Priority Support Tool which often resolves the issue and it will ask you relevant questions and at the end it will forward us the answers if you couldn't resolve it - http://www.holdemmanager.com/store/priority-support/ - look for the 'HUD is not working' topic. Requests via the priority support tool receive higher priority than normal emails.

Regards,

Fozzy71
Customer Support
Hold'em Manager

HoldemManager · Aug 22, 2015

DrazaFFT said:
Just to make something clear first before i do anything, cuz i just saw that i forgot to mention it, the active session screen and hand history is working right, hands are stored and can be accessed and all the graph and reports are working... its only hud that stays frozen... hand history have the right time and date and all the data in hands that are stored is accurate

What do you mean by not using active session, not opening that tab while i play at all?

There is a known bug at microgaming that causes problems with the HUD if you open the active session tab while playing. Instead you should use the Reports > More Reports > Sessions report or other Reports.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/questions/101/Options+{47}+Hand+Importing+{47}+Site+Time+Adjustment

If none of that helps we will need the above logs/files.

Regards,

Fozzy71
Customer Support
Hold'em Manager

DrazaFFT · Aug 22, 2015

HoldemManager said:
There is a known bug at microgaming that causes problems with the HUD if you open the active session tab while playing. Instead you should use the Reports > More Reports > Sessions report or other Reports.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/questions/101/Options+{47}+Hand+Importing+{47}+Site+Time+Adjustment

If none of that helps we will need the above logs/files.

Regards,

Fozzy71
Customer Support
Hold'em Manager

OK so its goodbye to active session tab

Its a shame cuz i loved to using it in real time while i was playing, but it is what it is, ill have to adopt to use other reports instead... Ill see if it doesnt help ill send the logs you mentioned

Thanks a lot!!! Talk to ya soon

Cheers!!!

HoldemManager · Aug 23, 2015

DrazaFFT said:
OK so its goodbye to active session tab Its a shame cuz i loved to using it in real time while i was playing, but it is what it is, ill have to adopt to use other reports instead... Ill see if it doesnt help ill send the logs you mentioned

Thanks a lot!!! Talk to ya soon

Cheers!!!

If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When HM-8590 Is Resolved" in the subject line and body of the email.

Fozzy71
Customer Support

DrazaFFT · Aug 23, 2015

HoldemManager said:
There is a known bug at microgaming that causes problems with the HUD if you open the active session tab while playing. Instead you should use the Reports > More Reports > Sessions report or other Reports.

Make sure that the Site Time Adjustment is properly configured such that the Time Stamp in the Reports for the hand matches your local windows clock time - http://hm2faq.holdemmanager.com/questions/101/Options+{47}+Hand+Importing+{47}+Site+Time+Adjustment

If none of that helps we will need the above logs/files.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hi Fozzy, just wanted to let you know that your advice is working, i havent used active session report and hud is working great and everything runs great now!!!

Thanks a lot for you help

DrazaFFT · Aug 23, 2015

HoldemManager said:
If you want to be notified when it is fixed please send an email to support@holdemmanager.com and include "Notify Me When HM-8590 Is Resolved" in the subject line and body of the email.

Fozzy71
Customer Support

email sent

thanks Fozzy

Gypsy · Aug 25, 2015

HM Hud not Showing on Recorded Sessions

Hello Everyone,

I have been recording my Sessions on Bovada and ACR with OBS. The HUD is showing while I am playing but not recording with the OBS.

In a nutshell. The games are getting recorded but not the HUD by OBS. I am new to Poker and also new to recording poker sessions and any input would be appreciated.

Thank so much,

Gypsy

BogdanStark · Aug 27, 2015

Then find decision in Internet! As for me, my HM-2 tracking all I need with out problem, so problem is in yours settings.

Gypsy · Aug 27, 2015

Hello Bogdon,

I have used the Internet but am posting here as this is a "poker forum" and the odds that someone here may be recording their sessions with OBS and has Holdem Mgr. or Poker Tracker is far higher than non-poker related sites.

Gypsy

noodletheriver · Aug 28, 2015

Is it possible to get an extension on the trial version until I can purchase an option next Tuesday. Also is there any promos running or discounts. I would love to have the Holdem / PLO combo .
I bought a license for poker tracker which I love but find that HM is much easier for me to use . I know the data is compatible between programs. Can you trade one license for the other ? If I now want to use HM. What do I do with PT ? Can someone else use it or can I sell it back or to someone else ?

noodletheriver · Aug 28, 2015

Also. It is possible yet to sync your player notes on the cloud ? This would be extremely helpful. I also participated in the HM3 beta checking. If I purchase HM2, how much will it be to upgrade ?

HoldemManager · Aug 28, 2015

Please email sales@holdemmanager.com regarding the extension.

It is not possible to transfer the licenses. Licenses are not transferable.

The notes do not sync on cloud.

naruto_miu · Sep 4, 2015

Hello HM2 support. Really stupid question.

So the thing is this, over on the WPN network, HM2 works for the regular games, and It shows the stats and everything (HUD works as It should). It imports the hands into HM2 and all Is fine.

Now since they are running the "Free-Buy" series, the hands import into HM2 but the actual HUD will not appear on the table, and I can't figure out why for the life of me?

I mean It works In, the CC games over there, and It works with the "On Demand" Games, and Cash games and everything, but when It comes too these series, nada pops up on the table, the HUD will not display at all, may you plz help me figure this issue out.

I'm posting a snip too show what I'm talking about

https://gyazo.com/de52abb30beac27fc1b21b7ed5ab49c6

HoldemManager · Sep 4, 2015

I think you need to use the Table Finder. Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/que...e+Finder+utilized+if+the+HUD+does+not+appear?

If you continue to have problems:

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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 - http://hm2faq.holdemmanager.com/questions/2581/Feature+Logging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/questions/2821/HUD+Reporting+Tool
- Attach a screen shot 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
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/questions/1921/How+Do+I+Send+a+Log+File+to+Holdem+Manager+Support?

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

Regards,

Fozzy71
Customer Support
Hold'em Manager

naruto_miu · Sep 5, 2015

HoldemManager said:
I think you need to use the Table Finder. Please see this FAQ on how to use table finder http://hm2faq.holdemmanager.com/que...e+Finder+utilized+if+the+HUD+does+not+appear?

If you continue to have problems:

Please enable the Settings > Feature Logging > [x] 'HUDStats' 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 - http://hm2faq.holdemmanager.com/questions/2581/Feature+Logging#startmenu

Please reproduce the problem and:
- Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/questions/2821/HUD+Reporting+Tool
- Attach a screen shot 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
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/questions/1921/How+Do+I+Send+a+Log+File+to+Holdem+Manager+Support?

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Me again

Sorry, I tried using the table finder, but It was saying no table active, and thus couldn't find a table, even though I was sitting down at that exact table that I was looking for.

As for the other suggestion about increasing logs, I also did that, but than, this odd problem was happening when I did that, and the Issue was that the normal games (I mean the other games), buy-in games and other free rolls weren't being imported into HM2 nor was the HUD even coming up when I did that, so than I had too keep everything back too the way It was and thus, I'm still having the same Issue I was having, when I first told you about this problem.

In the following snip Is from the replayer from HM2 and the table that I'm currently at, as you'll see the HUD doesn't appear on the table but the hands are being imported Into HM2

Official Hold'em Manager Support Thread

xxMightnMag1c

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HoldemManager

Official HM Representative

xxMightnMag1c

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Official HM Representative

pcgnome

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ConDeck

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