Not seeing stats of players with special characters in their screenname!

[piper_kl88]

hey,

after updating pokerstars yesterday (10/15/2015) the HUD is not showing stats of players with special characters anymore!!!!!for example slashes,@,#,space etc
the HUD for the player " l The King l" for example is looking like in the screenshot attached.
do you have any advice to solve this problem yet?


thank you

[udbrky]

Our new beta update should solve this - http://www.holdemmanager.com/Downloa...AutoUpdate.exe

We haven't made it live yet as they haven't updated ps.com but this should hopefully solve your issues. If it does not then we will want to start again with a set of these logs/files:

Which ps.xx skin do you play on and what are the client/server version numbers?

1) start stars with hm2 closed
2) open 1 zoom table
3) go to folder C:\pokerstars\audit-files\
4) when hand is dealt at the table, copy out .dat file that appears in that folder and send it to us

Do it for 2-3 hands and attach all 2 or 3 separate files. Each hand is wrote separately to that file. i.e. lay a hand, copy dat, play another hand, copy dat as they are deleted at the end of each hand

We also need the hand history file from this table with the dat files all zipped and attached to your email.

This is most likely a bug in the stars client as a result of the unusual characters in your screen name and they promised an update in a few weeks to address it but we need a few of those files for different hands to be sure.

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

[quakes]

Our new beta update should solve this - http://www.holdemmanager.com/Downloa...AutoUpdate.exe

We haven't made it live yet as they haven't updated ps.com but this should hopefully solve your issues. If it does not then we will want to start again with a set of these logs/files:

Which ps.xx skin do you play on and what are the client/server version numbers?

1) start stars with hm2 closed
2) open 1 zoom table
3) go to folder C:\pokerstars\audit-files\
4) when hand is dealt at the table, copy out .dat file that appears in that folder and send it to us

Do it for 2-3 hands and attach all 2 or 3 separate files. Each hand is wrote separately to that file. i.e. lay a hand, copy dat, play another hand, copy dat as they are deleted at the end of each hand

We also need the hand history file from this table with the dat files all zipped and attached to your email.

This is most likely a bug in the stars client as a result of the unusual characters in your screen name and they promised an update in a few weeks to address it but we need a few of those files for different hands to be sure.

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.

Please zip and email the requested files to hm2support@holdemmanager.com and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

Same problem, the guy's name has a £ and € in it. Have the latest beta, have done all the Zoom related stuff.

[fozzy71]

Same problem, the guy's name has a £ and € in it. Have the latest beta, have done all the Zoom related stuff.

This issue has been documented in detail and provided to the developers to resolve.

The assigned internal ticket # on this issue is HM-8207

If you want to be notified when it is fixed please send an email via the 'Contact Support' link and include "Notify Me When HM-8207 Is Resolved" in the subject line and body of the email.

[quakes]

Still not working. This stuff has been going on since HEM1...

[udbrky]

We need more information.

Make sure you always start HM2 first before you open the PokerStars Client. If you closed PokerStars for any reason and did not close HM2 please close them both and start HM2 before you start PokerStars again.

IMPORTANT Zoom Installation Instructions:
On the first run, you must start the Hold'em Manager 2 HUD BEFORE you launch PokerStars. If PokerStars is open, you must close PokerStars, start the HUD and then open PokerStars before Zoom HUD will function properly. If the Zoom HUD is not displaying after doing the above, please uninstall PokerStars, delete the associated C:\Users\UserName\AppData\Local\PokerStars.xx folders. and re-download and install PokerStars as the PokerStars installation is more than likely corrupted and a PokerStars reinstall should resolve the issue.

Please check all of the steps on this FAQ - Hold'Em Manager 2 FAQs - Poker Software :: How to setup Holdem Manager to run with Poker Stars Zoom Tables

If you continue to have problems please tell us which ps.xx skin you play on, what the client/server version numbers are, and send the requested files/screenshots as instructed at the end of the FAQ in the link above.

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 via the 'Contact Support' link here - https://support.holdemmanager.com/ - and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

[quakes]

PS.com. Guys with £ and € in their name. I've done all the above, the hud works except for this one guy.

[udbrky]

I can't find any emails that you've sent in. Are you sending from a different email? Did you link to this thread?