HUD stuck on "Waiting for Hands"

[tom888norman]

Downloaded my free trial a few days ago but I can't get any information to show up about the other players when I'm sat at a table. The HUD just sits in the top left corner and says "waiting for hands."

I'm using 888 Poker (pacific) and I'm on Windows 10.

I've updated my poker client to the latest version after it wasn't working on the version I had, and also running the latest version of HM2 (at least, when I click "check for upgrades" it says "You are running the latest version of Hold'em Manager") it's version 2.0.0.8454

I've got the hand history folders exactly matched on the poker client and HM2, I've tried using the auto-detect option, and I've done it manually. I've even created a new folder in a new place for 888 poker to save my hands to, then set that as the import folder on HM2. Nothing works. The hands are being saved in whichever folder I set on 888 poker, I can go in and view the .txt files and the dates and times match the date and time on my computer. I also have the language set to English. I've rebooted my computer, I've tried launching HM2 first then 888 poker, and vice versa. I'm stuck. I've tried everything suggested on every FAQ for site set ups I can find and it just will not work.

Please help.

[udbrky]

Make sure it is set up correctly - Hold'Em Manager 2 FAQs - Poker Software :: Pacific (888) Poker

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 - Hold'Em Manager 2 FAQs - Poker Software :: What can be done if the HUD does not work?

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 - Hold'Em Manager 2 FAQs - Poker Software :: Feature Logging

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 attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - Hold'Em Manager 2 FAQs - Poker Software :: 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.