Sync problems

[Biju]

Maybe me but I just struggle, struggle, struggle with HM2 and feel like I get fobbed off each time I have a problem.

Had an open ticket forever that I gave up on. Only some of my Stars results info would import. More often than not it missed out runners, finish position (making up its own numbers) and the winnings. Kinda THE most important things and the most basic records a player to keep track of. Stars s/ware got the blame and there were other more important bugs to fix was the reply. This still hold true?

Not playing online very much these days but have a couple of times in recent weeks and unsurprisingly I had an issue.

I am using Sync as I now have a laptop I occasionally use. It works appallingly. Could be me but if so, its not very intuitive and it should be.

So my issues. Every time I exit from either PC or Laptop it syncs. Thats fine. However It can take forever - like four hours first time. It also doesn't sync, so each computer has different data. I just opened and closed HM2 five consecutive times with each computer side by side and let each re sync. Every time it found files to re sync. Initially like 1500 batches which was the longest. Batches found went down each time I closed it on each subsequent sync, until finally it found no batches to sync and just closed. Yes. A whole day of messing about but now I'm good right? No. It didn't work. Each database is slightly different with what looks like 2 tournaments missing from one PC.

What is the quickest and easiest route to find which are missing, update the missing ones so databases are the same and how do I get it to work going forward. Accurately.

All I want from my expensive piece of software is a HUD (that is so much more complicated and works great) and to just simply and accurately record my $ buy ins, winnings, finish position, runners etc. and correlate them across two computers. Can you do that?

I've gone from a huge fan to a having a complete loss of confidence in this product.

Edit. I am running 2.0.0.8454 on both machines

[fozzy71]

There are a variety of known issues with the HM Sync Beta feature where the results (generally tournament) are not syncing properly for some customers. We recommend you manually sync your hands on both PCs. We recommend you manually sync your hands on both PCs. Here is a FAQ explaining how to best keep your original hands on both computers so you can easily sync the hands manually.

Regarding your previous tournament results issues:

Any tournament with more than 1 table (and many single table games) will require a separate Tournament Summary/History file to be imported for HM2 to properly calculate the size, places, and prizes. Without this information its impossible for HM2 to know the correct results. If you have any discrepancies you will need to edit the results manually.

You may need to request and import any/all of your old tournament histories and import those to HM2 to correct issues with old tournaments showing wrong results. Stars did not write the tourney summaries to your hard drive in the past, like FTP did, so please enable the option in the PokerStars client via their lobby options and make sure that HM2 has added both the hand history and summary folder to your Auto Import Folder Configuration and this will ensure future tournaments have correct results automatically.

For older tournaments email support@pokerstars.com and ask for ALL your old Hand Histories and Tournament Audit Files in .htm format. They will send you an email with links to zip files of your hand histories. Download all the zip files. Right-Click > Extract the contents of each zip file to a new folder and then manually import those files by going to the Importing option in the HM Ribbon menu and choosing import from folders in the manual import section. You may see import errors as some of these hands are probably already imported.

The tournament summaries should be attached to the email as .htm files. Download the attachments and repeat the process of importing all the files. If the files are sent as .html you will need to rename them (Right-Click > Rename) from .html to .htm extensions otherwise they will not import. You can view this FAQ for more information on importing emailed hand histories.

If you continue to have problems please zip and email the problem hand histories and tournament summaries to us, with a link to this thread and your forum name, to us using the 'Contact Support' link.

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 e.g C:\HM2Archive\2009\07\31 or if it was auto-imported with v7283+ it would be in C:\HM2Archive\SiteName\YYYY\MM\DD.

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 them to a file hosting site like dropbox, then 'copy public link' and paste the download link directly into the support ticket email.

[Biju]

Confidence restored in the support. Thank you Sir.

I will try the above steps on the original problem and stop using the sync feature and do manual backups.

[fozzy71]

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