Official Hold'em Manager Support Thread

[HoldemManager]

There are a variety of instructional videos on our FAQs and youtube channel - http://hm2faq.holdemmanager.com/questions/1631/Holdem+Manager+2+TV

 

[elemeNt_za]

888 : holdem manasger issues

Hi, im having a bit of a problem on 888, My HEM was working in MTTS, then I updated the software and it does not work in MTTS anymore, but still seems to work in cash games ( weird ) anyone had this issue before or know how it could be resolved?

Regards

elemeNt_za:flowers:

 

[HoldemManager]

We will need more information.

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.

Please email the log files to [email protected] with a link to your post.

udbrky
Customer support

 

[Mda0607]

Seeing the manually imported hands

Hello,

I have a problem with seeing the manually imported hands from a 888Poker Tournament. First of all i don´t know why Hm won´t automatically import my hands (as from PokerStars for example) even though all the settings are made corectly and then if i import them manually, i can see that the Import was done but they won´t appear on the report page...it should come automatically, shouldn´t they?

Thanks in advance.

 

[HoldemManager]

There is an official HM2 support thread stickied above for future reference - https://www.cardschat.com/forum/pok...fficial-holdem-manager-support-thread-241059/

Did you try changing your hero in the reports from your stars screen name to your 888 screen name or create an alias for both screen names yet - http://hm2faq.holdemmanager.com/questions/7/Current+Player+{47}+Aliases+[Hero]

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

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.

Fozzy71
Customer Support

 

[XXPXXP]

Hello
need help again.

at 10:40 PM today,.. HM2 does not work saying license and clock problem?
any idea to fix it, many thanks

 

[HoldemManager]

Make sure your computer's date and time are correct - http://www.tekrevue.com/tip/fix-incorrect-windows-clock/

Please update to the latest beta version - http://www.holdemmanager.com/downloads/Holdem_Manager_2_Beta.exe

Please see this FAQ for help in resolving licensing issues:
hm2faq.holdemmanager.com/questions/881/I+Can+Not+Activate+or+Register+Holdem+Manager

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

Fozzy71
Customer Support

 

[naruto_miu]

Hi their, I had this issue today, and couldn't figure out what to do about It. It happened on Party Poker. During yesterday's CC game everything went smooth no issue with the Hud/Stats/Importing of hands, yet today, their was an issue.

The issue is as follows. My stats were updating after every hand but the hand itself isn't importing into my Hud (If that makes sense). I can find the correct folder, and when I try to manually put it into my Hud, than the stats stop adjusting+the hand still refuses to import.

As stated yesterday everything was fine but today, I don't know what It was like that.

I have changed my SN on PP, so I added the new nick name on my Hud but have the old one also, so I figured I should delete the old one and keep the new one, but that doesn't seem to make any difference at all also

 

[HoldemManager]

Hi their, I had this issue today, and couldn't figure out what to do about It. It happened on Party Poker. During yesterday's CC game everything went smooth no issue with the Hud/Stats/Importing of hands, yet today, their was an issue.

The issue is as follows. My stats were updating after every hand but the hand itself isn't importing into my Hud (If that makes sense). I can find the correct folder, and when I try to manually put it into my Hud, than the stats stop adjusting+the hand still refuses to import.

As stated yesterday everything was fine but today, I don't know what It was like that.

I have changed my SN on PP, so I added the new nick name on my Hud but have the old one also, so I figured I should delete the old one and keep the new one, but that doesn't seem to make any difference at all also

I think you might be using the word 'HUD' wrong as your post is confusing. Are you saying the HUDs on the table update but you can't see the hands in the HM2 Reports? Did you pick the screen name in the HM2 Hero menu?

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

If none of that helps:

Please try to vacuum/analyze and reindex your database - http://hm2faq.holdemmanager.com/questions/5/Database+Manager+(Ribbon)#maintenance

If you continue to have problems, try the following:

Try creating a new DataBase and import a small portion of your \HM2Archive so you can see if the problem exists in the new DB - http://hm2faq.holdemmanager.com/que...w+database+and+import+previously+played+hands

If the new database seems to work properly, it sounds like your database might be corrupt. This is why regular backups are a good idea. If your database becomes corrupt you can restore a backup and only have to import the most recent hands (that were played after the backup was created) and edit any tournament results if necessary.

Here is a FAQ explaining how to backup your database and all settings in one easy step - http://hm2faq.holdemmanager.com/que...tore+Database,+Settings+and+HUD+configs+work?

If none of the above steps helped:

Please try 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 'Hands are not importing' topic. Requests via the priority support tool receive higher priority than normal emails.

Fozzy71
Customer Support

 

[fletchdad]

HEM2 - where are my HUD saves etc?

I have to leave in a couple of hours and am taking my new laptop. Anyone know where I can find my HUD saves? Like my custom HUD I use for 6 max games? Or any other pertinent stuff (I found the pop ups but not my main HUD)

 

[HoldemManager]

Please see this FAQ to transfer/backup data:

http://hm2faq.holdemmanager.com/que...Should+I+Backup+to+Protect+my+Holdem+Manager?

This will ensure that you have your hand histories and HUD saved to import into a new computer, and as a backup to restore in case of an emergency.

The HUDs can be exported from the HUD Settings > HUD Designer individually or you can copy the prefs.xml file from C:\Users\YourName\AppData\Roaming\HoldemManager\Config. If your Windows is hiding known file extensions the file will simply be called 'prefs'. If you can't see it, turn off the windows option that is hiding that directory. http://faq.holdemmanager.com/questions/130/How+to+See+Hidden+Files+in+Windows+

Fozzy71
Customer Support

 

[naruto_miu]

Hello HM support, I need help figuring out these issues. I'll try too explain It as best as I possibly can.

So the issues are as follows, and It only happens on Carbon Poker. It doesn't happen on any other site at all and I can't figure out why, nor does It happen all the time but during a vast majority of the time and only in MTT's (I don't play cash so I don't really know If It happens during that also).

So long story short, everything was going fine, that Is until about 3 weeks ago, when this issue first started. I played in the $215 on Carbon (I have the small stakes version of HM2), and since that time this issue started and continues till now.

The issue only happens, in buy-in games, but doesn't happen in the $215, nor does It happen in the CC free rolls, so I don't really know as too why, nor what too do.

The issues are as follows.

Issue#1-When-ever I play a buy-in MTT $1.10-$10. The Hud, will show up on the table, and will update after every hand, yet It will not track all players on table, It will only track 2-3 players (myself Included), and I don't know why. So I thought, It could be the HH save file, so I checked that, and I also checked in HM2 and It states "Green check mark" so everything is good too go+the fact that It works in the CC free roll games, makes me confused.

So I thought, I should delete Carbon, and delete HM2, and I did that, lost everything, and started fresh, yet the issue again started once I played in a $215, so I backed everything up, and did the whole works once again, and still happening till today.

Issue #2. Some Mtt's don't even show up in Holdem Manager 2 at all, It's as If I never played them, yet clearly I played in them.

Issue#3. Now going back to the $215 game, I played in this game 2 times, and the first time I lost (No cash), the 2nd time, I cashed for $650 (Yet being that I only have the small stakes version of HM2), I'm thinking It shouldn't track the game, yet It does track the game+all hands+HUD shows up in that game and works just fine, no issues at all+imports everything into Holdem Manager, and works just fine. Except for the fact that It constantly shows me as losing and the fact that It has the buy-in set to $11? So I'm unsure as too why that Is the case?

I hope I explained everything as well as possible and that you understood what I meant.

So I'll be posting links for you too click on that show what exactly I mean.

The first link is me in a game at the present moment with an issue with the HUD as I was speaking about.

http://gyazo.com/98cb7d6244775287749ba85923d0a033

Link#2 shows my HH file and where Carbon saves them

http://gyazo.com/3b3aeb61ae3e5290acd9c2d2640fca17

Link#3 shows where HH file is being saved in HM2 and the fact that I have the green check mark on my auto import folder for Merge must mean It's correct, correct?

http://gyazo.com/cfc9c9aae2218c7f5502be62415d9062

Link#4 shows the Issue with HM2 recording the $215 as a $11 buy-in+the fact that It always shows up as me losing, lol.

http://gyazo.com/3ecc2d3240e8a07457feb378b3ca5a7a


As stated, I wasn't having none of these issues, until I played that $215 on Carbon Poker, and now I don't know what too do, I don't have this issue when I play in free rolls on Carbon, just when I play in buy-in games, and I don't have this issue If I'm playing in the $215 game on Carbon and I don't have this issue on no other site, yet on other sites, I don't play $215 games either, lol

 

[HoldemManager]

Which site or sites are you experiencing this issue with?

Any tournament with more than 1 table (and some single table games) will require a separate Tournament Summary/History file to be imported for HM2 to properly calculate the size, places, and prizes. Without this information it is impossible for HM2 to work out the correct results. The only sites that currently write these summary files that we support right now is Pokerstars, Full Tilt, and Pacific. If your site does not write summaries, or you experience any discrepancies with the results, you will need to manually edit the results via the Reports > Tournament > Tournaments > right-click > edit - http://hm2faq.holdemmanager.com/que...rnaments{47}+Tournament{47}+Tournament+Editor

Because they don't write summaries we often can't get even the buyin amount right (let alone place, prices, etc) so we have a setting you can adjust to fill in the buyin amount if you play the same stakes regularly. This is only really useful if you play 1 stake of tourneys - http://hm2faq.holdemmanager.com/questions/50/Hand+Importing+{47}+Tourney+Defaults

Because it is detected as $11 you can see it in the small stakes version.

For your HUD issues:

1) Export any custom HUD configs.
2) Open the HM2 > HUD Settings > HUD Designer menu > Click 'Reset' > [x] All Configs > OK
3) Manually reset your Site Setup > Seating Preferences > for your site/seats and any other HUD Settings you had personalized.

Try to reproduce the problem using the default HUD/settings. If it works properly you can try importing your customized HUD again. If the problem returns after importing the custom HUD then you know that config is corrupted and you will need to delete it and rebuild it from scratch or import an older backup of that HUD config that was created before the corruption.

http://hm2faq.holdemmanager.com/que...lt+HUD+to+troubleshoot+HUD+or+Crashing+Issues

If you continue to have problems:

Make sure the HUD Settings > General Settings > Common Settings > [ ] 'Use session stats' is disabled.

Make sure that the HUD Settings > General Settings > Common Settings > Min hands: is set to '0'.

Make sure that the HUD Settings > Stat Appearance > Min samples: is set to '0' for each and every stat in your HUD if your issue is missing stats.

Make sure that your HUD Settings > HUD Filters are all set to '2 to 10' and that both check box options under Filter by limits are checked [x].

Make sure the HUD Settings > Tournament Filters are all set to '1 to 81+'. Changing these filters to anything other than their default settings will make the HUD Stats change drastically based on the number of players at the table and/or their stack sizes in tournaments.

If none of that helps:

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 [email protected] 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.

Fozzy71
Customer Support

 

[naruto_miu]

Which site or sites are you experiencing this issue with?

Any tournament with more than 1 table (and some single table games) will require a separate Tournament Summary/History file to be imported for HM2 to properly calculate the size, places, and prizes. Without this information it is impossible for HM2 to work out the correct results. The only sites that currently write these summary files that we support right now is Pokerstars, Full Tilt, and Pacific. If your site does not write summaries, or you experience any discrepancies with the results, you will need to manually edit the results via the Reports > Tournament > Tournaments > right-click > edit - http://hm2faq.holdemmanager.com/que...rnaments{47}+Tournament{47}+Tournament+Editor

Because they don't write summaries we often can't get even the buyin amount right (let alone place, prices, etc) so we have a setting you can adjust to fill in the buyin amount if you play the same stakes regularly. This is only really useful if you play 1 stake of tourneys - http://hm2faq.holdemmanager.com/questions/50/Hand+Importing+{47}+Tourney+Defaults

Because it is detected as $11 you can see it in the small stakes version.

For your HUD issues:

1) Export any custom HUD configs.
2) Open the HM2 > HUD Settings > HUD Designer menu > Click 'Reset' > [x] All Configs > OK
3) Manually reset your Site Setup > Seating Preferences > for your site/seats and any other HUD Settings you had personalized.

Try to reproduce the problem using the default HUD/settings. If it works properly you can try importing your customized HUD again. If the problem returns after importing the custom HUD then you know that config is corrupted and you will need to delete it and rebuild it from scratch or import an older backup of that HUD config that was created before the corruption.

http://hm2faq.holdemmanager.com/que...lt+HUD+to+troubleshoot+HUD+or+Crashing+Issues

If you continue to have problems:

Make sure the HUD Settings > General Settings > Common Settings > [ ] 'Use session stats' is disabled.

Make sure that the HUD Settings > General Settings > Common Settings > Min hands: is set to '0'.

Make sure that the HUD Settings > Stat Appearance > Min samples: is set to '0' for each and every stat in your HUD if your issue is missing stats.

Make sure that your HUD Settings > HUD Filters are all set to '2 to 10' and that both check box options under Filter by limits are checked [x].

Make sure the HUD Settings > Tournament Filters are all set to '1 to 81+'. Changing these filters to anything other than their default settings will make the HUD Stats change drastically based on the number of players at the table and/or their stack sizes in tournaments.

If none of that helps:

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 [email protected] 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.

Fozzy71
Customer Support

It seems to have worked, so thank you.

I guess once I input the $215 game in their It automatically took It out of HM2 and I followed all the other tips and It Is working fine now

 

[naruto_miu]

Hello my friend, by now you really should be getting annoyed with me , I'm sorry too have too do this again.

This problem of mine seems to only happen on Merge. No other site gives me such a problem.

So here's the thing, I want to clarify for you. The actual HUD itself is working, It updates states, It does what It should do. Problem is that in tournaments, It will not import the hands into HM2 , I've deleted my entire DB and thought maybe that would solve the issue, If I just redownload HM2, but It hasn't.

Now funny thing, I played one hand of a cash game at Merge, and oddly enough, the cash table, was working/stats showing+It's in HM2, but doesn't import the tourney hands?

So once again, tourney hands, will not be shown in HM2, yet stats are updating and working fine.

Cash hands are importing into HM2 and stats are showing?

I'm sorry

 

[naruto_miu]

Just one more question, If you don't mind.

For tournaments on Merge, must one always, edit, too get the proper buy-in+size of field+Finish? As that was what I had to do previously, when I followed your instructions on the top, just curious

 

[HoldemManager]

Just one more question, If you don't mind.

For tournaments on Merge, must one always, edit, too get the proper buy-in+size of field+Finish? As that was what I had to do previously, when I followed your instructions on the top, just curious

Yes. They do not write tournament summaries so any tournament with more than one table, and possibly some single table tournaments, must be manually edited. If you have any problems with single table tournaments you can email us the hand history files with details of and/or a screenshot of the prize distribution and we might be able to fix/automate those results in a future update. Hopefully some day they will start writing tournament summaries so we can automate the process for MTTs but that will likely only happen if enough of their customers complain to them directly.

Fozzy71
Customer Support

 

[Weissr]

Hey, I could not get the HUD to work on Boss Media network. I'm pretty sure it used to work fine recently. The hands are being properly tracked under "active session" but the time is 7hrs ahead. I tried setting the time back in "site setup" by 7hrs but when I did that the hands stopped being tracked in active sessions. You can see under "open tables detected" that there are 0 hands showing...?

How do I get the HUD working again?

Thanks.

 

[HoldemManager]

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

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 [email protected] 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.

Fozzy71
Customer Support

 

[MasterOfDisaster]

Just see some with the stats.

123/33 after 36 hands how is this possible , I even made a screenie if you want to see it.

 

[Weissr]

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

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 [email protected] 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.

Fozzy71
Customer Support

Thanks for the answer but I was thinking there was an easier fix you could give than having to go through that whole process.

Anyways I did some digging and found if you open up Table Viewer then drag the session over to the open table that the HUD will show up. Seems like a workaround fix tho, does HEM2 plan to resolve this? It's on Playnow poker (Boss Network) by the way.

 

[Weissr]

I had another question. What is wrong with the hand viewer? Some hands display in it properly, and some are just blank (even on the blank ones you can copy or export the hand info from the Hand viewer window so I know all the info is in there).

Here are some examples: Hand 1 is blank, hand 2 shows properly, hand 3 is fine, hand 4 blank, etc....

 

[HoldemManager]

There could be an issue with the database. Please follow these steps to fix it.

Please try to vacuum/analyze and reindex your database - http://hm2faq.holdemmanager.com/questions/5/Database+Manager+(Ribbon)#maintenance

If you continue to have problems, try the following:

Try creating a new DataBase and import a small portion of your \HM2Archive so you can see if the problem exists in the new DB - http://hm2faq.holdemmanager.com/que...w+database+and+import+previously+played+hands

If the new database seems to work properly, it sounds like your database might be corrupt. Please continue to use the new database and import the rest of your hands using the steps above.

udbrky
Customer Support

 

[Weissr]

Why would there be an issue with the database if all hand info is being imported properly? ie, in the Hand Viewer, copying or exporting the hand info works fine and the info is accurate, you can also click on hand re-player from the Hand Viewer and the hands show up fine. Does this really sound like a corrupt database to you?

 

[HoldemManager]

Why would there be an issue with the database if all hand info is being imported properly? ie, in the Hand Viewer, copying or exporting the hand info works fine and the info is accurate, you can also click on hand re-player from the Hand Viewer and the hands show up fine. Does this really sound like a corrupt database to you?

It's hard to say for sure without us having the hands for testing so trying a new database is a quick and easy test to be sure.

If you continue to have problems please zip up and email the problem hand histories with details of the issue you are experiencing or a link to the relevant thread and send it to [email protected]

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 e.g C:\HM2Archive\2009\07\31 or if it was auto-imported with v7283+ it would be in C:\HM2Archive\SiteName\YYYY\MM\DD.

When sending any hand history files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is too big to attach to an email please upload them to a file hosting site like dropbox or filedropper and send us the download link.

Fozzy71
Customer Support