just bought HEM2
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  1. #1
    Junior Member
    Join Date
    Nov 2011
    Posts
    6

    Default just bought HEM2

    i got it working but it only imports some of the hands i play, HUD works but it wont register all of the hands. any suggestions?

  2. #2
    Junior Member
    Join Date
    Nov 2011
    Posts
    6

    Default

    is it possible to have a quick teamviewer session?

  3. #3
    *** HM3! *** fozzy71's Avatar
    Join Date
    Jun 2005
    Location
    HM Support
    Posts
    32,803

    Default

    Unfortunately remote support sessions are not part of your contract. We only use those as a courtesy when someone has exhausted all of the other solutions via email or forum support. We could not afford to stay in business if we did remote support for every customer with every problem. We also could not do a 'quick' session as we have others waiting to be scheduled ahead of you already due to the holiday back log caused by the holidays and end of year vacations.

    We need a lot more information to be able to help you such as which sites/tables you are playing to start so it is best if we start with the basics and have you email us the answers from our priority support tool.

    Make sure your site is configured to save hands and that HM2 is setup to auto import those hands - http://hm2faq.holdemmanager.com/ques...20Setup%20Info


    *Note that we do not support play money hands so you must test/play real money hands when using HM2 - http://hm2faq.holdemmanager.com/ques...ay+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/ques...ime+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/ques...es+not+work%3F


    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 - Login to Holdem Manager - look for the 'HUD is not working' topic. Requests via the priority support tool receive higher priority than normal emails.

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