Holdem Manager

[HoldemManager]

Most recently my Hud is taking over 4 minutes to appear. Is there something I can check on perhaps a new update?

:dontknow:

HM2 or HM3? Please make sure you specify whether HM2 or HM3 and the exact version number you have installed when reporting problems.

HM3:

If you do not have v3.1.10.0 installed please update from this link - https://www.holdemmanager.com/download/index.php?product=HM3&channel=stable

If you continue to have problemslease see our HUD Troubleshooting FAQ and if that does not help then please send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ.


HM2:

If you do not have beta 8695 installed yet:

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

- After downloading, you should right-click the file, go to properties and click unblock.*
* If you do not see an 'unblock' option you can ignore this step.
- Then, right click the file and run as administrator.

If you continue to have problems with beta 8695:

Please create a support ticket via the Contact Support link and if there is a forum thread with additional information please link to this thread. In the ticket send all the following:

Please follow the instructions in this 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.

Please enable the Settings > Feature Logging > [x] 'HUDStats' and 'FastPoker' 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.

Please reproduce the problem and:
- Attach a screenshot 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
- Attach a copy of the original Hand history for the table with the issue*
- Close HM2 and send your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing.

* 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 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD. It is configured in the Site Setup - Auto Import Folders menu.

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.

Fozzy71
Customer Support

 

[Bobbybones1950]

Holdem Manager 3.

Should I be getting Hud in both games? When playing simultaneously

Thankyou

 

[HoldemManager]

Holdem Manager 3.

Should I be getting Hud in both games? When playing simultaneously

Thankyou
View attachment 273005

AFAIK the HUD should work on both of those types of tournaments. Please see our HUD Troubleshooting FAQ and if that does not help then please send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ.

Fozzy71
Customer Support

 

[Shumkoolie]

Question, when I go to run the update (I used your link in your message above), I get the following from Windows defender - that there's a Trojan attached.

Please advise. Thank you.

 

[HoldemManager]

Question, when I go to run the update (I used your link in your message above), I get the following from Windows defender - that there's a Trojan attached.

Please advise. Thank you.

That is a false positive alert and you should report the false positive, remove it from quarantine and/or add exceptions for it and the installer and install the update/patch again.

Sometimes security software can prevent Holdem Manager communicating with PostgreSQL and the poker sites. This can cause many issues including import, hud issues and issues with launching Holdem Manager. Please follow the instructions in this FAQ that creates exceptions for Holdem Manager and PostgreSQL to avoid these issues - http://hm2faq.holdemmanager.com/questions/1011/Software+Security+Problems+(Firewall)

Open your Windows Defender (or chosen AntiVirus program) > History tab:

1) Select the files if they are from holdemmanager with that checkbox on the left side, then in the bottom right of the window click 'Allow Item'.
2) Start HM2.

Please let us know if that solved the problems.

If you continue to have problems:

Please 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?

 

[Bobbybones1950]

I upgraded my Holdem Mgr 3 to include Omaha. I can't find my Holdem tournaments only mtt and sng .

Thought it would be automatic, is there something i need to do? I checked for updatesand tried turning computer off and on.

Thankyou
:icon_scra

 

[HoldemManager]

I upgraded my Holdem Mgr 3 to include Omaha. I can't find my Holdem tournaments only mtt and sng .

Thought it would be automatic, is there something i need to do? I checked for updatesand tried turning computer off and on.

Thankyou
:icon_scra

There is no license code to enter in the HM3 software like there was with HM2, it uses only your account email/password combination. You can confirm your license and maintenance status by opening the Help - 'My Licenses...' menu and checking for your 'Active Holdem/Omaha License' and 'XXX Stakes Maintenance' status as shown in the linked image - https://www.dropbox.com/s/vj3nhvtz8... holdem license n maintenance status.png?dl=0

You can also check the status of your license, support & maintenance, etc on our site if you login to your account and go to your 'Store Account' under your name in the upper right corner of the site - https://store.holdemmanager.com/account

If your HM3 - My Licenses is not showing both Holdem and Omaha licenses yet:

Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.

Open C:\Users\{UserName}\AppData\Roaming\Max Value Software\Holdem Manager\3.0\Config and delete CurrentUserToken.txt file if you can see the file. If you can't see that folder, turn off the windows option that is hiding that directory - http://faq.holdemmanager.com/questions/130/How+to+See+Hidden+Files+in+Windows+

Restart HM3 and check your HM3 - Help - My Licenses tab and you should now be able to see your active Holdem and/or Omaha licenses you purchased as shown in the linked image - https://www.dropbox.com/s/vj3nhvtz8... holdem license n maintenance status.png?dl=0

If you continue to have problems: Open the HM3 - Help - 'My Licenses...' menu and click your email address then login to the software with your account password.

If none of that helps:

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.

Fozzy71
Customer Support

 

[Shumkoolie]

That is a false positive alert and you should report the false positive, remove it from quarantine and/or add exceptions for it and the installer and install the update/patch again.

Sometimes security software can prevent Holdem Manager communicating with PostgreSQL and the Poker sites. This can cause many issues including import, hud issues and issues with launching Holdem Manager. Please follow the instructions in this FAQ that creates exceptions for Holdem Manager and PostgreSQL to avoid these issues - http://hm2faq.holdemmanager.com/questions/1011/Software+Security+Problems+(Firewall)

Open your Windows Defender (or chosen AntiVirus program) > History tab:

1) Select the files if they are from holdemmanager with that checkbox on the left side, then in the bottom right of the window click 'Allow Item'.
2) Start HM2.

Please let us know if that solved the problems.

If you continue to have problems:

Please 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?

Thank you for responding.

I was hoping that you were going to say that, that it was a false positive. I will go through the steps you outlined above.

Separate question - to upgrade to HM3, I cannot use my current HM2 license, can I? I would have to purchase a separate license for HM3, right?

 

[Bobbybones1950]

 

[HoldemManager]

Thank you for responding.

I was hoping that you were going to say that, that it was a false positive. I will go through the steps you outlined above.

Separate question - to upgrade to HM3, I cannot use my current HM2 license, can I? I would have to purchase a separate license for HM3, right?

Your HM2 code will not work in HM3, as HM3 doesn't even use license codes. You have to purchase a HM3 license if you want to use HM3 beyond the trial period.

By purchasing HM2 you can upgrade to HM3 with a 25% discount before October 15th 2020.

To use the discount please login to your HM account on our website and add the available discounted upgrade option to the cart and complete the purchase. You can see our upgrade policy FAQ here. And our HM3 Annual Support & Maintenance policy FAQ here.

Important: The Annual Support & Maintenance is FREE for the first year with the purchase or upgrade.

Fozzy71
Customer Support

 

[HoldemManager]

{SNIP}

Please login to your account on our site and email your questions, problems, and screenshots to our sales team via the the Contact Support page here - https://support.holdemmanager.com/support/category/19

Fozzy71
Customer Support

 

[Bobbybones1950]

Holdem manager 3

Hadn't played PLO in awhile and today:dancing2: its not appearing It worked fine last week now nothing. Any quick tips on what to check. I checked license Hud editor everything looks good. I feel naked.

 

[Bobbybones1950]

HM3 working in the data base but no Hud?




hm3missing.jpg

 

[HoldemManager]

Hadn't played PLO in awhile and today:dancing2: its not appearing It worked fine last week now nothing. Any quick tips on what to check. I checked license Hud editor everything looks good. I feel naked.

HM3 working in the data base but no Hud?


hm3missing.jpg

Please see our HUD Troubleshooting FAQ and if that does not help then please send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ with a link to this forum thread and your forum username.

Fozzy71
Customer Support

 

[Jo26h7han88]

Its works fine on pstars here

 

[Bobbybones1950]

Fozzie
I've registered onto the Holdem 3 Forum but am not allowed to post a question. Please explain. Thankyou

 

[HoldemManager]

Fozzie
I've registered onto the Holdem 3 Forum but am not allowed to post a question. Please explain. Thankyou

Please create a support ticket via the 'Contact Support' link here - https://support.pokertracker.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.

Tell us your forum username in that ticket.

 

[ChickenArise]

What are some things you can do in Holdem Manager that you cannot do in Poker Tracker 4?

 

[Bobbybones1950]

My Holdem Manager3 stopped working on Acr and they did an update yesterday
Please Help

 

[HoldemManager]

What are some things you can do in Holdem Manager that you cannot do in Poker Tracker 4?

Here are some things that HM3 can do that HM2 could not do. We do not have a comparison of HM3 and PT4 and I never really use(d) PT4 so I can't provide much more detail as to what HM3 can do that PT4 can't or vice versa.

Fozzy71
Customer Support

 

[HoldemManager]

My Holdem Manager3 stopped working on Acr and they did an update yesterday
Please Help

Was HM3 open when their software updated? If so, the WPN update may have failed and you would have had to reinstall the WPN software, right? If so it has created a new hand history path in the WPN client and you have double check that the WPN hand history and tournament summary saving options are enabled in the WPN software, and then make sure that the new paths are detected properly in the HM3 - Tools - Site Settings and 'Remove' completely any old hand/tournament history paths from the HM3 Auto Import Folders list as those duplicate paths will cause import and HUD problems. The old paths have to be completely removed from the HM3 settings, not just unchecked.

This is a known conflict of the way they update their client and our server process. It seems to only happen with WPN sites, and we have made them aware of the issue. The only way to prevent it is to make sure that HM3 and the HM3 Server (auto importer and HUD) are both shut down when the WPN client is updating. If I notice an update I quickly close the main HM3 window and then right-click exit our HM3 server icon found in the Windows system tray located in the bottom right corner of the display or from the Windows Task Manager 'Processes' tab.

If the update fails you have to reinstall the WPN client, which creates a new hand history folder in the WPN client which HM3 then detects. Our software then has a problem with the multiple auto import folders that can cause the HUD to fail, and can sometimes cause the hands to not even import.

Please check our WPN setup guide to confirm which of those 2 handHistory and TournamentSummary paths are currently configured for WPN here - https://support.holdemmanager.com/support/faqView/Holdem-Manager-3/206/WPN-(Winning-Poker-Network)

Then open the HM3 - Tools - Site Settings - WPN menu and 'Remove' whichever path is not configured for WPN.

If you continue to have problems:

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

a) Please reproduce the problem and:
- Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue.
- Attach a copy of the original Hand history for the table with the issue.*
- Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is larger than 10MB please upload the backup file to to a file hosting site like dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox please try using google drive or filedropper instead. Here is a direct link to your My Tickets page.

Fozzy71
Customer Support

 

[HoldemManager]

Note: We have an Official Holdem Manager Support thread stickied at the top of this forum that is easier for us to see new posts in so please try using that going forward if you can.

Fozzy71
Customer Support

 

[lusquinha2020]

I prefer pokertracker 4

 

[ChickenArise]

I prefer pokertracker 4

WHY?

 

[Bleeis]

HM works on pokerstars, configure your HM well