Zoom Hud Not Updating if Also Playing Regular Tables

[manwithdplan]

Hi,

I am having a problem with Holdem Manager 3 on Windows 10 for Poker Stars. If I just play Zoom hands are updating, also if I just play normal tables everything works fine.
Problem occurs if I play booth zoom and normal tables. When playing both type of tables zoom hud stops updating players, stats are shown form the first table. Meanwhile normal tables work fine.
Please assist! I have read multiple threads for similar problems but none of solutions work. (run Poker stars and HM3 as administrator, disable user account support, update to latest versions., start HM3 before starting poker stars..)

[manwithdplan]

duplicated

[fozzy71]

Please reproduce the problem and:

a) Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page (https://support.holdemmanager.com/user/mytickets/).
- Attach a copy of the original Hand history for the table with the issue*

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

[manwithdplan]

Hi, for everyone that has the same issue... I got a reply from support that fixed the problem.Turn of Aurora PokerStars Graphics Engine in Settings - table Apperance - Table Graphics.
Thanks support!

[fozzy71]

Hi, for everyone that has the same issue... I got a reply from support that fixed the problem.Turn of Aurora PokerStars Graphics Engine in Settings - table Apperance - Table Graphics.
Thanks support!

It sounds like you were experiencing this new issue we just discovered last week:

HMT-5137
Zoom HUD stop working when open zoon and normal table at the same time with aurora enabled

This is a bit of an odd one as two of our testers could reproduce this but I could not, my HUD worked fine when playing a table of each with Aurora fully enabled as it always has been.

If anyone else is experiencing this issue:

This issue has been documented in detail and provided to the developers to resolve. If you want to be notified when it is fixed please send an email via the 'Contact Support' link (https://support.holdemmanager.com/) and include "Notify Me When HMT-5137 Is Resolved" in the subject line and body of the email.

[klxxx71]

Hello,

I replaced hm3 with hm2 yesterday.
I thought it would solve the problem.
And in Belgium it is impossible to disable Aurora.
I am really disappointed

[fozzy71]

There is nothing we can do on our end to solve this. It is an issue with the stars client itself and will affect HM2, HM3, PT4, etc.

We've seen a PokerStars bug where it can stop writing the Zoom seating files HM requires when regular tables are opened. You can verify this for yourself:

1. Open this folder:

C:\Users\{Windows Login}\AppData\Local\PokerStars\Audit

If you can't see it, turn off the windows option that is hiding that directory - http://faq.holdemmanager.com/questions/130/How+to+See+Hidden+Files+in+Windows+

2. With HM3 closed start PokerStars and join one Zoom table.

3. Confirm seating files for the Zoom table appear in the folder in step 1 for each new hand (this is how HM3 knows who is seated).

4. Open a regular table. Does PokerStars continue to generate seating files for the Zoom table? If not then unfortunately that is a PokerStars issue.