HoldemManager
Official HM Representative
Silver Level
We can not provide technical help for 3rd party sites/networks that are not natively supported as we do not design our software to work there or test there with all of the third party tools. If you have any problems with HM2 or HM3 using third party tools, to use our software with unsupported sites, all support will need to be handled by the third party software support team.
I do not have any experience with that 3rd party program so you should contact their support directly. I assume you are referring to the one from Ace Poker Solutions and they have a knowledge base and customer portal login to contact them directly here - https://www.acepokersolutions.com/contact-us/
Fozzy71
Customer Support
HoldemManager
Official HM Representative
Silver Level
Please update to our latest stable version of HM3 from this link - https://www.holdemmanager.com/download/index.php?product=HM3&channel=stable
Please reproduce the problem and:
a) Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site 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. Here is a direct link to your My Tickets page.
- Attach a copy of the original Hand history for the table with the issue*
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.
Bobbybones1950
Rock Star
Silver Level
I did the update but it didn't help the Hud still not appearing on intertops. Could u pls tell me what import folders should appear in the site settings
thankyou
HoldemManager
Official HM Representative
Silver Level
I just realized we do not have a setup FAQ for Cake/Horizon network skins yet as we only recently added support for those sites. I have juicy stakes installed, which is the same network, and my hand history path is: C:\Users\{UserName}\AppData\Local\CPN\JUICY\Hand History.
If you can't see it, turn off the windows option that is hiding that directory - https://support.microsoft.com/en-gb/help/14201/windows-show-hidden-files
If you continue to have problems: Please see our HUD Troubleshooting FAQ and If you continue to have problems please send the requested screenshots, logs and hand history files in a new support ticket as instructed at the end of the FAQ - https://support.holdemmanager.com/support/faqView/Holdem-Manager-3/234/HUD-Troubleshooting
Fozzy71
Customer Support
HoldemManager
Official HM Representative
Silver Level
We are aware of an issue that recently started preventing the launch of HM3 for some customers. The fix will require a new HM3 release to be installed by all customers.
Please update from the link below:
- Download link: https://www.holdemmanager.com/download/index.php?product=HM3&channel=stable
- Forum post: https://forums.holdemmanager.com/showthread.php?t=542754
- Release FAQ: https://support.holdemmanager.com/support/faqView/Holdem-Manager-3/149/Release-Notes
If you continue to have problems: Please reproduce and screenshot the error then collect, zip and attach your \Desktop\HM3logs files, along with the screenshots and details of what steps preceded the error to a support ticket - https://support.holdemmanager.com/s...er-3/194/How-to-send-HM3-log-files-to-support
Regards,
Fozzy71
Customer Support
Hold'em Manager
Bobbybones1950
Rock Star
Silver Level