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Stanzi775
11-15-2009, 09:23 PM
i have been using HEM for a long time without problems but **** has hit the fan for me recently and i CAN NOT get it to work anymore. This would be so much easier if i could just chat with somebody in support via Skype or AIM or telephone or something because its complicated, is this possible?

fozzy71
11-15-2009, 09:34 PM
We offer remote support sessions but we prefer to start with some details, to make sure it isn't something easy that you could solve yourself. What problems are you having specifically? Importing, HUD, Connection?

Give me some details so we can try to assist you. If we can't figure it out in short order we can schedule you for a support session.

Stanzi775
11-15-2009, 09:34 PM
i want to just uninstall everything and reinstall it at this point but im scared to mess something up if i do, i already copied all my config files into a new folder but if i uninstall postgres will i lose my database? i want to uninstall both postgres and HEM and reinstall.

Stanzi775
11-15-2009, 09:41 PM
the source of this problem could be one of 2 things, one is that i just installed a new wireless card and one is that for some reason my Avira anti virus started thinking HEM was a threat and so it keeps making this thing pop up and i always just turn off Avira when it happens but my roomate like clicked on rename the file or something when it popped up for him while he was on my computer and so maybe that did it but he doesnt even remember what he did.

I cant even pull up what HEM was saying because i already uninstalled and reinstalled HEM but it was something like "Can not connect to 127.0.0.1" or something

fozzy71
11-15-2009, 10:03 PM
i want to just uninstall everything and reinstall it at this point but im scared to mess something up if i do, i already copied all my config files into a new folder but if i uninstall postgres will i lose my database? i want to uninstall both postgres and HEM and reinstall.

Not if you do it properly, but this is likely not necessary. It is explained near the end of this post, if you get that far.


the source of this problem could be one of 2 things, one is that i just installed a new wireless card and one is that for some reason my Avira anti virus started thinking HEM was a threat and so it keeps making this thing pop up and i always just turn off Avira when it happens but my roomate like clicked on rename the file or something when it popped up for him while he was on my computer and so maybe that did it but he doesnt even remember what he did.

This is a false-positive from an old version.

Close HEM and your anti-virus and delete any \xenocode\appliance cache folders and any other possible false positive files.

1. Enable "Show hidden files and folders" under Control Panel -> Folder Options -> View
2. Go to C:\Users\%USERPROFILE%\AppData\Local\Xenocode\Appl iance Cache and delete every folder you can find in there

If you are on XP, that location is C:\Documents and Settings\%USERPROFILE%\Local\Application Data\xenocode\appliance cache

Empty your recycle bin.

reboot

Please update to the latest beta - http://www.holdemmanager.com/downloads/HmBetaUpdate.exe


I cant even pull up what HEM was saying because i already uninstalled and reinstalled HEM but it was something like "Can not connect to 127.0.0.1" or something

This is usually a firewall or windows update issue.

First try to reboot. If that doesnt help delete the \postgresql\8.x\data\postmaster.pid file, if you see it.

If no help, try this:

Start > Programs > PostgreSQL > 8.x > Stop Service

Start > Programs > PostgreSQL > 8.x > Start Service

Add exceptions to the windows firewall, even if it is off. If you have a 3rd party firewall, do the equivalent or uninstall it temporarily - http://www.holdemmanager.net/faq/afmviewfaq.aspx?faqid=171

Please try following all of these FAQs, step by step:

1) http://www.holdemmanager.net/faq/afmviewfaq.aspx?faqid=34
2) reinstall the same version of postgresql, using the same \data folder - http://www.holdemmanager.net/faq/afmviewfaq.aspx?faqid=177
3) http://www.holdemmanager.net/forum/showthread.php?t=8261

If that doesn't help you will probably have to reinstall PostgreSQL completely and reimport your hands.


If you get stuck or need assistance Please email me at fozzy@holdemmanager.net, with a link to this thread, and your forum name, so we can schedule a Teamviewer session. Download the Teamviewer Quick Support Module - http://www.holdemmanager.com/downloads/TeamViewerQS.exe.

Stanzi775
11-20-2009, 05:55 PM
i have tried all this and am still failing. I was able to get a hold of u via e-mail earlier in the week but you were full that day. I have been at the casino the past couple days all day because I cant play online and it has been brutally painful. 20 hands per hour makes me want to pull my hair out. I e mailed u at like 5 am last night when i got home but you have not responded. I typically play online like 5 days a week and so not being able to is just really throwing my life out of whack. Please help fix my life. Please.

fozzy71
11-21-2009, 12:40 AM
i have tried all this and am still failing. I was able to get a hold of u via e-mail earlier in the week but you were full that day. I have been at the casino the past couple days all day because I cant play online and it has been brutally painful. 20 hands per hour makes me want to pull my hair out. I e mailed u at like 5 am last night when i got home but you have not responded. I typically play online like 5 days a week and so not being able to is just really throwing my life out of whack. Please help fix my life. Please.

This is a reply I sent yesterday morning, that I have not heard back from:


On : Nov 18, 2009 11:12 AM


To : stanzi775@
Subject : Re: [Request ID :##62865##] : Assistance

I emailed you back last night, but didnt get a reply for our 9pm.

I can put you down for 4pm today. 15 - 30 minutes before our session please start the Teamviewer Quick Support Module - http://www.holdemmanager.com/downloads/TeamViewerQS.exe - and email me the ID and password information. I will open a chat window inside Teamviewer after I connect.



Then you wrote a new email today, which opened up a new support request, and fabio responded this morning.


Nov 20, 2009 09:34 AM


To : stanzi775
Subject : Re: [Request ID :##65156##] : teamviewer session

Hi,

please download Teamviewer from http://www.teamviewer.com/download/TeamViewerQS.exe and tell me a date and time that I can help you.

I'm available basically every day from 11am to 6pm Eastern Standard Time / 5pm to midnight Central European Time.


Fabio


On 20-Nov-2009 05:17 stanzi775 wrote ---

http://forums.holdemmanager.com/showthread.php?t=21450

I have followed the instructions given to me in this thread but am still having trouble getting hold em manager to start. It would be extremely helpful if i could get some remote support. I have tried fixing it several times in several ways and am still failing :( I have teamviewer already installed.

Thanks,
Stanzi775


Are you not receiving our emails? Can you check your junk/spam/phishing boxes to make sure they arent going there? If you are not receiving the emails, please contact me via PM here.

Stanzi775
11-21-2009, 03:46 AM
wowowow. I just looked in my gmail inbox and there is messages from you and fabio that were in my spam box and I have never even opened it before so I didnt think to even look there. I just sent e mails to both of u before i read this post also. When i sent the e mails i had not read your most recent responses. I am willing to do the session at any time tomorrow. I will schedule my entire day around it at any cost.