HM reinstall issue (cannot start)

[IWishUKnew]

Hello HM representative,

Had troubles working auto import after migrating PS.EU licence to PS.CZ

As I consequence I removed all folders from the SITE SETUP import settings. Uninstalled HM2 and re-installed running latest update.


When I launched HM an error MSG pops-up as follows:


HM.JPG

see log files attached


Thank you for your help!

IWKlog_2_22_2017_14_7_44.zip

[udbrky]

Typically, this is caused by a corrupted file. This can be solved by deleting these files:

ScannerLog.txt
holdemmanager.config
(and any .bak or .corrupt versions of those files you see)

in

Windows 7 log file location: C:\Users\username\AppData\Roaming\Holdem Manager\
Window XP log path location: C:\Documents and Settings\User_name\Application Data\HoldemManager

If you cannot see the appData folder then see this tutorial explaining how to show system and hidden files:
Hold'Em Manager 2 FAQs - Poker Software :: How are Hidden Files Viewed in Windows?

You should also follow these steps, as the log indicates that HM2 is having trouble accessing and updating files in the above folder. Please see this FAQ to alleviate any security bottlenecks - Hold'Em Manager 2 FAQs - Poker Software :: Set Correct Permissions on files and folders HM2 use

Once you delete the file, restart HM2 and if the problem persists follow these instructions for sending us a new log file directly after the crash and before you restart HM2 - Hold'Em Manager 2 FAQs - Poker Software :: How Do I Send a Log File to Holdem Manager Support?. There might be new information in that log file that helps us to narrow down the issue.

[IWishUKnew]

Followed the steps

/problem solved

Your detailed reply is much appreciated!

Your support is great. Reason why I will not buy PT and stick around for HEM3

Have great day

IWUK

[udbrky]

You are very welcome. Thank you for letting us know it solved your problems. It helps us when crafting future replies to other customers with similar problems.

I will close this ticket for you now. If you have other questions you can open this ticket again in your My Tickets portion (lower right corner) of our support center - https://support.holdemmanager.com/ - or create a new ticket. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/

Good luck at the tables. If you have any further questions or problems do not hesitate to ask us.


The Poker Tracker team is excellent and make a good product as well!