Official Hold'em Manager Support Thread

[HoldemManager]

Forums, FAQs, Blogs downtime

On Oct 23, 2014 between 10:00am - 11:30am ET, we are undergoing routine system maintenance. While we do not expect this to cause any noticeable problems the forums and blogs will be unavailable for short periods of time during this period. We apologize for any inconvenience this may cause

Licensing will be unaffected.

 

[DrazaFFT]

Thanks for the notification.

 

[horizon12]

HM Cloud HUD showing with SNG and MTT ?

 

[magicius]

ok i have HUGE problems with HM Cloud....
when i click settings it auto closes application and gives me option to mail problem.... i tried to reinstall several times... also when i want to download hm cloud avast deletes it as malware.... anyone knows how to fix problem?

 

[HoldemManager]

HM Cloud HUD showing with SNG and MTT ?

It is only for cash currently but the developers are working on adding alpha support for Tournaments.


Fozzy71
Customer Support

 

[HoldemManager]

ok i have HUGE problems with HM Cloud....
when i click settings it auto closes application and gives me option to mail problem.... i tried to reinstall several times... also when i want to download hm cloud avast deletes it as malware.... anyone knows how to fix problem?

Disable or uninstall Avast then update HM Cloud. Then add exceptions for the cloud folders:

- C:\Users\Fozzy71\AppData\Roaming\HoldemManager\Client
- C:\Program Files\HM Cloud HUD

If you continue to have problems:

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall any 3rd party security software bundles.
2) Reboot your computer
3) Install/update HM Cloud - http://cloud.holdemmanager.com/HMCloudClientSetup.exe
4) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender, and add firewall exceptions for HM Cloud folders mentioned above.
5) Install Microsoft Security Essentials for antivirus/malware protection and update it - http://www.microsoft.com/security_essentials/


If none of that helps please reproduce the problem and email your log.txt file with a detailed description of what you were doing and what problems you were experiencing - http://www.proprofs.com/knowledgebase/view/?t=how-do-i-send-a-log-file-to-support


Fozzy71
Customer Support

 

[HoldemManager]

Forum Maintenance 2pm ET Today

Scheduled Forum Maintenance - 27th Oct 14:00 CT - During this time the forums will be unavailable for approx. 1 hour, we apologize for any inconvenience

 

[HoldemManager]

Playing poker for 2 years,when buying HM2 will be displayed hand

Please explain further what you mean.

udbrky
Customer Support

 

[AlfieAA]

i cant get hem to work on pokerstars uk after being made to download it today..how can i configure it..already lost about 10 games today playing hudless

 

[rhombus]

i cant get hem to work on pokerstars uk after being made to download it today..how can i configure it..already lost about 10 games today playing hudless

I just posted a thread here
https://www.cardschat.com/forum/poker-software-tools-61/holdem-manager-pokerstars-uk-254143/

When you install the UK client by default if you save hand histories it goes to
C:\Users\usernames\AppData\Local\PokerStars\HandHi story\

Looks like you will have to change it as the Pokerstars folder no longer exists when you install the new software, the new folder is Pokerstars.UK

C:\Users\usernames\AppData\Local\PokerStars.UK\Han dHistory\

the same applies for tournament summaries if you want to save them

 

[HoldemManager]

If you have further trouble, 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.

And send to support@holdemmanager.com with a link to your post.

 

[PokerFunKid]

HUD problems

Hey everyone. I'm not sure if it might be my computer (got a very old one lol) But when i try to instal a HUD (HM2) everything goes wel untill i try to start the HUD. It says it can't connect to the database (postgreSQL). I've tried everything which the site suggest with these problems.

One thing isn't working. It says i have to go to services and start PostgreSQL. If i start it it closes down directly and says it started but closed because it didnt have anything to do.
Anyone know how to fix this?

Thanks,

Mat

 

[BearPlay]

Failed To Start PostgreSQL+

 

[floweryhead]

There's a way to stop and start the service. I had them wired into icons I put on the desktop. I had a similar situation to yours a couple of years ago before the faster machine I have now. I've just written it down on my todo list to look at later for you. Then I'll post it on here for you.

 

[HoldemManager]

FYI there is a HM2 support thread stickied at the top of the forum - https://www.cardschat.com/forum/pok...fficial-holdem-manager-support-thread-241059/

Which Operating System, Firewall, and Anti-Virus are you using?

This is usually a firewall or windows update issue and the following guide gives a step by step guide:
http://hm2faq.holdemmanager.com/questions/1001/Can+not+Connect+{47}+Failed+to+Start+PostgreSQL+

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall any 3rd party security software bundles.
2) Reboot your computer
3) Please install the latest version: http://www.holdemmanager.com/downloads/Holdem_Manager_2_Beta.exe
4) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender, and add firewall exceptions for HM and SQL - http://hm2faq.holdemmanager.com/questions/1011/Software+Security+Problems+(Firewall)#MSES
5) Install Microsoft Security Essentials for antivirus/malware protection and update it - http://www.microsoft.com/security_essentials/


If you continue to have problems:

It appears there might be an issue with PostgreSQL and reinstalling it should help resolve this.

Make sure windows is fully updated until 'No New Important Updates are Found' (this may require multiple restarts and multiple 'check for updates'), including Internet Explorer (even if you use a different web browser). This is important because it will install critical updates that affect PostgreSQL and maybe related to the issues you are seeing.

Make sure windows is fully updated until 'No New Important Updates are Found' (this may require multiple restarts and multiple 'check for updates'), including Internet Explorer (even if you use a different web browser).


1) Uninstall PostgreSQL from the Windows Control Panel.

2) Delete the \PostgreSQL\8.x\data folder that is left behind.

3) Delete the sub-folder(s) in c:\users\username\appdata\roaming\HoldemManager\Database (XP - c:\documents and settings\username\application data\HoldemManager\Database).

4) run the command - start > programs > accessories > command prompt > right-click > run as administrator

net user postgres /delete

5) Restart your PC

6) Install PostgreSQL 9.0 or 9.2 from postgresql.org

7) Once installed you should disable the postgresql logging as instructed here - http://hm2faq.holdemmanager.com/questions/1121/Large+Log+Files


Fozzy71
Customer Support

 

[magicius]

I have tried uninstalling AV and than instaling hm cloud... App still crashes when i click setting button...

 

[floweryhead]

There's a way to stop and start the service. I had them wired into icons I put on the desktop. I had a similar situation to yours a couple of years ago before the faster machine I have now. I've just written it down on my todo list to look at later for you. Then I'll post it on here for you.

I've just looked on 3 of my computers to see if I still had the icons and stuff but unfortunately they're no longer there. I googled Start/Stop postgresl server and there were a few things that looked familiar. From what I remember it was to do with the XP command line. Sorry I can't be more help.

 

[PokerFunKid]

Hello. I've got a problem starting up the HUD.

So i've download it, everything went OK. Once i want to start the HUD it give me an error:

I've tried a few things to fix this but it didn't make the HUD run.
I must add my PC is a very old one. Is the HUD able to run on old computers and windows XP?

 

[HoldemManager]

I have tried uninstalling AV and than instaling hm cloud... app still crashes when i click setting button...

If you continue to have problems, please reproduce the problem and attach your log.txt file with a detailed description of what you were doing and what problems you were experiencing - http://www.proprofs.com/knowledgebase/view/?t=how-do-i-send-a-log-file-to-support


Fozzy71
Customer Support

 

[HoldemManager]

Hello. I've got a problem starting up the HUD.

So i've download it, everything went OK. Once i want to start the HUD it give me an error:

I've tried a few things to fix this but it didn't make the HUD run.
I must add my PC is a very old one. Is the HUD able to run on old computers and windows XP?

It will work on XP but how well it will perform on an old computer depends on the specs of that computer.

Which Operating System, Firewall, and Anti-Virus are you using?

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall any 3rd party security software bundles.
2) Reboot your computer
3) Please install the latest version: http://www.holdemmanager.com/downloads/Holdem_Manager_2_Beta.exe
4) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender, and add firewall exceptions for HM and SQL - http://hm2faq.holdemmanager.com/questions/1011/Software+Security+Problems+(Firewall)#MSES
5) Install Microsoft Security Essentials for antivirus/malware protection and update it - http://www.microsoft.com/security_essentials/

If you continue to have problems:

This is usually a firewall or windows update issue and the following guide gives a step by step guide:
http://hm2faq.holdemmanager.com/questions/1001/Can+not+Connect+{47}+Failed+to+Start+PostgreSQL+


Fozzy71
Customer Support

 

[Figaroo2]

problems everywhere after upgrading today

I have posted hud problems this evening on every table I have opened, total failure
Nothing is working after downloading an upgrade today. I hadn't played for about a week.
It seems to have recorded about 80 hands of about 1000

 

[magicius]

Ill wait for new cloud version... and try install it again.. or when i reinstall win7... which is pain in the neck

 

[HoldemManager]

I have posted hud problems this evening on every table I have opened, total failure
Nothing is working after downloading an upgrade today. I hadn't played for about a week.
It seems to have recorded about 80 hands of about 1000

We can not help you with so little information in your post. When reporting any problems you need to be as detailed as possible and include things like which site/games you are playing so we can know if you are experiencing a known bug and so we can reply with specific solutions to your problem if it is not a known issue.

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.


Fozzy71
Customer Support

 

[HoldemManager]

ok i have HUGE problems with HM Cloud....
when i click settings it auto closes application and gives me option to mail problem.... i tried to reinstall several times... also when i want to download hm cloud avast deletes it as malware.... anyone knows how to fix problem?

I have tried uninstalling AV and than instaling hm cloud... app still crashes when i click setting button...

If you continue to have problems, please reproduce the problem and attach your log.txt file with a detailed description of what you were doing and what problems you were experiencing - http://www.proprofs.com/knowledgebase/view/?t=how-do-i-send-a-log-file-to-support


Fozzy71
Customer Support

Ill wait for new cloud version... and try install it again.. or when i reinstall win7... which is pain in the neck

A new HMC update will likely not solve your problems if we haven't seen your log file. If we do not know what is causing the problems there won't be any sort of possible fix in the next update. Please follow the instructions in the link above and send us a log file with a detailed description of the problem and/or a link to this thread and your forum name. It should not take you more than 5 minutes and will help us to determine if there is an issue in our software or something specific to your computer/installation.


Fozzy71
Customer Support

 

[magicius]

Will do that later tonight