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honore14
06-06-2009, 11:17 AM
I just purchased Hold Em Manager Professional edition. However, after I download and attempt to run the software I encounter an error dialogue box entitled: Xenecode Virtual Appliance Runtime and it says it is an unspecified error.

I have uninstalled and reinstalled multiple times with no success. Please advise on how to get past this issue.

Thanks.

morny
06-06-2009, 12:11 PM
Can you follow these instructions:

1) Make a backup of your C:\Program Files\RVG Software\Holdem Manager\Config folder
2) Uninstall HM via the Control Panel
3) Go to Program Files and delete the RVG Software directory, or the equivalent for Vista
4) Reboot your computer
5) Install the complete setup of HM: http://www.holdemmanager.com/downloads/holdemmanager.zip
7) Download the latest patch HM: http://www.holdemmanager.com/downloads/HmUpdate.exe
8) Test if it for a while and see if it work
9) Close down Holdem Manager and copy the config folder from step 1 and copy and overwrite it to your C:\Program Files\RVG Software\Holdem Manager\Config folder
10) Test if it works again for a while

honore14
06-07-2009, 10:31 AM
When I try to install the setup.exe file it gives me an error box stating there was an error while attempting to install Holdem Manager.

Please advise on how to resolve this issue.

This is what it says in the dialogue box:

Unable to locate application file 'HoldemManagerSetupProject.msi'.

See the setup log file located at 'C:\Users\honore14\AppData\Local\Temp\VSD6FD2.tmp\ install.log' for more information.

morny
06-07-2009, 05:58 PM
Try downloading it to your desktop and dont forget to extract all the files first

honore14
06-08-2009, 12:22 PM
I have completed the steps but still run into the same error boxes. Any other suggestions? Could there be any settings on my computer I need to turn on or off to run the software?

stretch00
06-08-2009, 02:03 PM
Did you install SQL BEFORE HM?
Are you EXTRACTING ALL FILES?

honore14
06-08-2009, 02:13 PM
Thanks for the excellent and very helpful probing questions.

No I am not extracting all the files. When I try to extract the postgresql-8.3.msi I receive an error box stating "The installation package could not be opened. Verify that the package exists and that you can access it, or contact the application vendor to verify that this is a valid windows installer package."

stretch00
06-08-2009, 02:41 PM
I'm still not sure where you are at,but it seems you are not installing SQL correctly!Here's a link for that,if you are VISTA(crap)take note!And be sure to follow 100% correct!
How To Install postgreSQL 8.3 (http://www.holdemmanager.net/forum/../faq/afmviewfaq.aspx?faqid=176)

morny
06-09-2009, 12:40 PM
Your getting the error because your trying to run the setup before extracting the files, you need to create a folder on your desktop and extract all those files to that new folder and then run the setup file from the new folder on your desktop

honore14
06-10-2009, 04:48 PM
I unzipped all the files and copied them into a folder on my desktop. As I am clicking the icons they all successfully install except for the one entitled UPGRADE. When it gets to the starting services step of the installation, an error box pops up stating "Service failed to start. Verify that you have sufficient privileges to start system services."

How do I get around this?

fabio
06-10-2009, 05:24 PM
just start the postgresql-8.3.msi and follow the installer using this guide, ignore the other files: http://www.holdemmanager.net/faq/afmviewfaq.aspx?faqid=176

honore14
06-10-2009, 05:29 PM
I already completed these steps successfully. I guess I am confused as to where to go next. I don't see any hold em manager icons or files in my hard drive. Any guidance would be greatly appreciated.

fabio
06-10-2009, 09:36 PM
download and install Holdem Manager: http://www.holdemmanager.com/downloads/holdemmanager.zip

honore14
06-13-2009, 01:23 PM
I downloaded the hold em manager as instructed and am back to getting the error message when I try to launch stating:

"This application has encountered an error: 0x80004005, with following description:

Unspecified error.

Please contact the publisher of this application for more information."

Please advise again on how to remedy this recurring issue.

fabio
06-13-2009, 05:51 PM
Please try this version: http://www.holdemmanager.com/downloads/HmBetaUpdate.exe

honore14
06-18-2009, 12:09 PM
still getting the same error after installing the update. Should I completely remove hold em manager and install only the updated link? I just clicked on it and my hold em manager was already installed from the previous link.

fabio
06-18-2009, 01:34 PM
yes, please uninstall HM completely and use this version: http://www.holdemmanager.com/downloads/holdemmanager.zip

honore14
06-18-2009, 01:58 PM
Completed this process and still am getting the same error box when I try to launch from the desktop shortcut.

Is this a common problem or am I just a special needs customer?

honore14
06-23-2009, 04:05 PM
My frustration has reached the breaking point. Please instruct on how to receive a refund on my purchase.

fozzy71
06-23-2009, 04:14 PM
I apologize for all the problems, and wish I would have been employed here at the time, so wee could have gotten it resolved for you sooner. The support staff has undergone some major changes this past week, to make sure that this kind of delay won't be an issue in the future for customers.

If you would like a support person to install it for you, via TeamViewer (http://www.teamviewer.com)remote desktop software, please email fabio@holdemmanager.net to schedule a session asap. Make sure to include a link to this thread.

If you don't want to do that, and would prefer to talk to the owner/developer about a refund still, please email sales@holdemmanager.net with all of your details and concerns.

honore14
06-24-2009, 02:58 PM
I will try the remote installation route. Thanks for the guidance.