Official Hold'em Manager Support Thread

[rhombus]

posted a thread herehttp://forums.holdemmanager.com/general-support/531900-hud-not-working-after-beta-updates.html
and https://www.cardschat.com/forum/poker-software-tools-61/backup-databases-272596/
as didnt see this thread.

Basicaly HUD isnt working after beta update and it show duplicate hands.

If I want to back up my database I started to do individual backups on 3 databases but they save as the same name.

Is it best to
1) backup the last database and export hands from all 3 hands
2) restore the database I backed up then import the 3 sets of exports back into the database

Forgot to add do I copy the HM2Archive folder and import that as well

 

[HoldemManager]

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

I haven't tried playing a freebuy this series but will give it a try later today. In general we can't support a HUD on these special series due to their unique table names and the way our HUD works so if the Table Finder doesn't help there isn't much you or we can do. If the HUD isn't working on their normal cash/tourney tables please follow the instructions above to email us logs/files so we can assist.

Regards,

Fozzy71
Customer Support
Hold'em Manager

 

[HoldemManager]

posted a thread herehttp://forums.holdemmanager.com/general-support/531900-hud-not-working-after-beta-updates.html
and https://www.cardschat.com/forum/poker-software-tools-61/backup-databases-272596/
as didnt see this thread.

Basicaly HUD isnt working after beta update and it show duplicate hands.

If I want to back up my database I started to do individual backups on 3 databases but they save as the same name.

Is it best to
1) backup the last database and export hands from all 3 hands
2) restore the database I backed up then import the 3 sets of exports back into the database

Forgot to add do I copy the HM2Archive folder and import that as well

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

You can give each backup a unique name instead of the default. It defaults to a name with today's date so just change the name accordingly so all 3 save. I would backup all 3 to be safe but if all 3 are showing these duplicate hands they may all be corrupted and not restore properly. I would try restoring the largest of the 3 and if no duplicates appear like in your screen shot on our forums then you can import the exported hands from the other 2 databases and your hm2archive folder to be sure you get any hands imported that might not be in your backup of the largest database.

For the problem shown in your screen shot, if it appears in the restored database:

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 zip and email the problem hand histories. If you have a large sample just send us a small sample which you can reproduce the problems with. Please include a link to the relevant thread if you posted this in the forums 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 (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with v7283+ it would be in \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.

Regards,

Fozzy71
Customer Support
Hold'em Manager

 

[rhombus]

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

You can give each backup a unique name instead of the default. It defaults to a name with today's date so just change the name accordingly so all 3 save. I would backup all 3 to be safe but if all 3 are showing these duplicate hands they may all be corrupted and not restore properly. I would try restoring the largest of the 3 and if no duplicates appear like in your screen shot on our forums then you can import the exported hands from the other 2 databases and your hm2archive folder to be sure you get any hands imported that might not be in your backup of the largest database.

For the problem shown in your screen shot, if it appears in the restored database:

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 zip and email the problem hand histories. If you have a large sample just send us a small sample which you can reproduce the problems with. Please include a link to the relevant thread if you posted this in the forums 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 (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with v7283+ it would be in \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.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Yesterday I tried to backup the Main database but it took ages so had to stop it at midnight last night.

I did a backup ealier today but selected skip database (only backup configs) and also exported all hands form the databases earlier.

I have just restored the backup (skip database i did earlier) can I just import all the hands I exported earlier and also hands from HM2Archive.

 

[rhombus]

the backup i restored, I have just tried to import some hands into it but not sure whats wrong it says files imported 5525 but hands says 0 ?????

Ive updated to the beta link you provided earlier but still have the yellow triangle on Site Setup for Pokerstars which says, no hands imported with recent settings

 

[rhombus]

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

For the problem shown in your screen shot, if it appears in the restored database:

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

now using version 8376
Gone into maintenance and selected the first option Vacuum all tables

Still NO HUD and Table finder shows nothing.
Theres a text file in C:\Users\****\AppData\Local\PokerStars.UK\HandHistory\ with the game i am playing and the report still shows duplicated hand although the top part shows 0 for everything

 

[rhombus]

Weird thing is when I close HEM and reopen none of the hands appear but it shows the number of hands at the bottom, in first pic it was 238 hands now 200 so may have took out the duplicates when I reopened but no hands are showing ?????

 

[HoldemManager]

Your postgresql installation may be damaged if that is happening in new databases you manually import hands to.

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\X.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

After you click 'Enter' for the code above also do that same for this code:

sc delete postgresql-8.4

and click 'Enter' again.

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

Now try and import some original hands before you restore anything like player/hand notes.

Regards,

Fozzy71
Customer Support
Hold'em Manager

 

[rhombus]

this happened when i installed the 1st beta (think it was so 8370) would that affect the postgres part.

Yesterday after Fulltilt Poker was doing the same I copied the backups in C:\Users\****\AppData\Roaming\HoldemManager\Database

uninstalled HEM completely then

deleted everything in the C:\Users\***\AppData\Roaming\HoldemManager folder including a log file which was 11GB then reinstalled 8364_HoldemManager2Setup

with a new database it was still duplicating hands but when i repopened HEM2 it just showed the hands I played and wouldnt import hands, just import files but no hands.

 

[rhombus]

just done system restore to before i updated to the beta version, when it restored and i tried to open holedmmanager i got the popup below about some installation folders are missing so I reinstalled and create a new database with the wizard when it installed.

Still the same no table finder and duplicate hands but the date at the top says 31/12/999 23:59,

Guess I'll try the Postgres problem to see if that fixes it

 

[rhombus]

Your postgresql installation may be damaged if that is happening in new databases you manually import hands to.

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).
All Updates are done

1) Uninstall PostgreSQL from the Windows Control Panel.
Uninstalled PostgresSQL8.4
2) Delete the \PostgreSQL\X.x\data folder that is left behind.
Deleted C:\postgreSQL\data which was 11.3GB
There is also a folder called C:\PostgreSQL-prev-2013-11-Oct-00-36-09 do I need to delete that as well

3) Delete the sub-folder(s) in c:\users\username\appdata\roaming\HoldemManager\Database (XP - c:\documents and settings\username\application data\HoldemManager\Database).
I deleted the 2 new ones I created with the wizard HoldemManager21 and HoldemManager22, the other databases I have previously cut and pasted into MYDOCS in case i need them later

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

net user postgres /delete
The command completed successfully.

After you click 'Enter' for the code above also do that same for this code:

sc delete postgresql-8.4

and click 'Enter' again.
got error [SC] OpenService FAILED 1060:
The specified service does not exist as an installed service.

5) Restart your PC
Restarted PC

6) Install PostgreSQL 9.0 or 9.2 from postgresql.org

Downloaded postgresql-9.2.13-3-windows.exe (they also have 9.3.9 and 9.4.4)
From http://www.enterprisedb.com/products-services-training/pgdownload#windows

Installed for the options is it
password postgrespass
Port 5432
locale [default locale]

Stackbuilder was ticked at the end I didnt install as it askd for other stuff

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

done will restart later

Now try and import some original hands before you restore anything like player/hand notes.

Regards,

Fozzy71
Customer Support
Hold'em Manager

amended as above

 

[rhombus]

restarted and even tried Ipoker still the same no HUD nothing on table finder and repeated hands in reports

Also still have yellow triangles for Pokerstars and Full Tilt about no hands imported with most recent settings

 

[HoldemManager]

Did you install HM setup? Please install this version:

http://www.holdemmanager.com/downloads/Holdem_Manager_2_Setup.exe

After downloading, you should right-click the file, go to properties and click unblock. Add the file to your antivirus exceptions list. Then, right click the file and run as administrator.

Did you send in HUD reports and emails to support?

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.

 

[rhombus]

Did you install HM setup? Installed 8364 from link below Please install this version:

http://www.holdemmanager.com/downloads/Holdem_Manager_2_Setup.exe

After downloading, you should right-click the file, go to properties and click unblock. Add the file to your antivirus exceptions list. Then, right click the file and run as administrator.
Done although not sure what the unblock does

Did you send in HUD reports and emails to support?
NO

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

done
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?

sent all above

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.

done all above

 

[HoldemManager]

done all above

Thank you. Please continue support via email as it is much easier to follow a conversation in an email chain than in a forum thread such as this/

Regards,

Fozzy71
Customer Support
Hold'em Manager

 

[layerlord]

Auto rate problem

I need a littel help i buy the HM2 softver but i dont know why dont work the auto rate icons the HUD is work updateing ppl stats but dont updateing the rate icons why?
Thx for answers.

 

[HoldemManager]

Please see our response. Please keep things to only one thread.

udbrky
Customer Support

 

[frank smith]

free trial

i have the free trial for hm2 but havent wrapped my head around what the information actually is.....anyone know where some good tutorials are ?

 

[HoldemManager]

You can click the blue ? anywhere in HM2 to bring up the FAQ on that feature. The HM2 TV videos on the home screen have information on features as well. If you have specific questions, we can help.

udbrky
customer support

 

[masadad]

i am dropping by to say that HM sucks big time. it doesn't work the way it's supposed to. very buggy overall. terrible UI/UX.

i have used PT trial for a month and was very happy with it. now trying HM trial for about 10 days and i can't wait to get back to PT.

it does however have some nice features but it's just that the overall experience was very bad compared to PT.

 

[HoldemManager]

i am dropping by to say that HM sucks big time. it doesn't work the way it's supposed to. very buggy overall. terrible UI/UX.

i have used PT trial for a month and was very happy with it. now trying HM trial for about 10 days and i can't wait to get back to PT.

it does however have some nice features but it's just that the overall experience was very bad compared to PT.

Thank you for your feedback.

If you are interested in providing feedback on concepts and mock-ups for HM3 based on your experiences with the HM2 trial please sign up here.

Fozzy71
Customer Support

 

[DontAskWh]

Hello,
When I installed this program , and I tried to use it on pokerstars , but when i'm opening the game is saying "waiting for hand"
how to slove my problem? or maybe someone can help me?

 

[HoldemManager]

Hello,
When I installed this program , and I tried to use it on pokerstars , but when i'm opening the game is saying "waiting for hand"
how to slove my problem? or maybe someone can help me?

Make sure that Stars is set up correctly - http://hm2faq.holdemmanager.com/questions/642/Poker+Stars+Setup

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:
- 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 via the 'Contact Support' link here - https://support.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.

 

[thecpkid]

How do i organize where i want each hud to go on hm cloud

 

[HoldemManager]

How do i organize where i want each hud to go on hm cloud

Are you having a seating issue? Or is it the placement around a seat?

You can adjust the seat by clicking the chair by your name if the HUD is not at your seat.

To move the HUD around to where it better suits your table layout, right-click a stat and drag it.

udbrky
Customer Support