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View Full Version : HUD not working on Pokerstars Zoom (parallel to 4 regular cash tables)



Hoobee
04-25-2020, 04:54 AM
Hi all,

When I play 4 regular cash tables HUD is working fine on them. When I add a Zoom table, the Zoom table won't get the HUD. How can I fix that?

fozzy71
04-25-2020, 08:35 AM
Does it work if you open 1 zoom table first then open your 4 reg tables?

Does it work if you play 1 reg table then 1 zoom table? I tested our new beta this way the other day and it all worked fine.

Please update to our latest beta version 5825 of HM3 if you haven't yet, from this link - https://www.holdemmanager.com/download/index.php?product=HM3&channel=beta

You will receive a prompt to update HM3 any time there is an update available as long as you have enabled the Tools - Settings - General - [x] 'Check for Updates' and [x] 'Prompt for beta updates' options. You can also check for updates and release notes in our HM3 Releases forum here - https://forums.holdemmanager.com/forumdisplay.php?f=278

If you continue to have problems:

Make sure you always start HM3 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 HM3 before you start PokerStars again.

On the first run, after an install or an update, you must start the Hold'em Manager 3 HUD BEFORE you launch PokerStars. If PokerStars is open, you must close PokerStars, start the HM3 HUD/Import and then open PokerStars before Zoom HUD will function properly.

*If the Zoom HUD is not displaying after doing the above, please uninstall PokerStars, rename 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.

If you continue to have problems please tell us which ps.xx skin you play on and what the client/server version numbers are and send the logs/files as instructed below:

a) Please reproduce the problem and:
- Take a screenshot of the table/desktop
- Try to include the Live Play tab, your windows clock and poker client lobby clock 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/
- Save a copy of the original Hand history for the table/session with the issue and zip/attach those also.*

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.

Hoobee
04-26-2020, 08:52 AM
It works if I start with a Zoom table and add some reg tables afterwards. Unfortunately Zoom HUD stops updating after a few hands.

I have
- installed the new HM3 update yesterday
- deinstalled Pokerstars
- changed the C:\Users\UserName\AppData\Local\PokerStars.xx folders
- installed Pokerstars after downloading
- started HM3 and HUD before Pokerstars


Still not working. There is also an error message mentioned in HM3 "14:25:52 Fehler in Hand (Warning: Encountered cancelled hand history. (Hand #212755035935))
"


Pokerstars details:
Client Version: Pokerstars 7 (Build: 32231)
Server Version: 1113L

udbrky
04-27-2020, 12:46 AM
Did you send in the ticket with the information?

Hoobee
04-27-2020, 02:07 PM
Did you send in the ticket with the information?

I just did. Did you receive it?

fozzy71
04-28-2020, 06:29 AM
I just did. Did you receive it?

If you sent it we should have received it but we can't confirm that unless you tell us the actual ticket number as we have no easy/sure way to link your forum account with your support/store account. Here is a direct link to your My Tickets page (https://support.holdemmanager.com/user/mytickets/).

Note: Our support volume has more than doubled due to the global lock-down orders so our reply time is much greater than it was before the pandemic.

IuriTPena
04-28-2020, 01:55 PM
This also happens to me!

Would it be possible to have updates here alongside the ticket?

udbrky
04-28-2020, 10:01 PM
No. It is better and more efficient to use only one method of support, especially in a time when everything is a lot busier than normal.

Did you send in a ticket? Reply to our response there.

fozzy71
04-29-2020, 07:05 AM
This also happens to me!

Would it be possible to have updates here alongside the ticket?

I had a similar report yesterday and wrote up a bug ticket:

HMT-5351: Graphical HUD stops updating consistently on Zoom if you play a regular cash table

but I then had the same issue with the Standard HUD playing only one zoom table.

Apparently this happens when the stars client stops writing the audit files we use to know who is in what seat - https://www.pokertracker.com/forums/viewtopic.php?f=58&t=98610#p356052


I've seen a PokerStars bug where it can stop writing the Zoom seating files PokerTracker 4 requires when regular tables are opened. You can verify this for yourself:

Open this folder:

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

If you do not see the AppData folder in Windows File Explorer then refer to this guide.

With PokerTracker 4 closed start PokerStars and join one Zoom table.

Confirm seating files for the Zoom table appear in the folder in step 1 for each new hand (this is how PokerTracker 4 knows who is seated).

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

While I've experienced the issue myself in the past this doesn't currently occur for me so make sure you are using the latest PokerStars client.

IuriTPena
04-30-2020, 03:14 PM
No. It is better and more efficient to use only one method of support, especially in a time when everything is a lot busier than normal.

Did you send in a ticket? Reply to our response there.

I honestly don't see how can it be easier to reply to multiple tickets when one reply in the forum would reach more users with the same problem. But fair enough, I will then open a ticket that you have to reply instead?




I had a similar report yesterday and wrote up a bug ticket:

HMT-5351: Graphical HUD stops updating consistently on Zoom if you play a regular cash table

but I then had the same issue with the Standard HUD playing only one zoom table.

Apparently this happens when the stars client stops writing the audit files we use to know who is in what seat - https://www.pokertracker.com/forums/viewtopic.php?f=58&t=98610#p356052

Yep, this happens!
I'm assuming this is a Pokerstars bug then?
Is there any way you can overcome it?

udbrky
05-01-2020, 03:46 AM
You shouldn't send in the files here, so if we need files, there's no reason to post here instead of a ticket.

It's really hard to match up forum to tickets, since not everyone has the same information for both.

Right now, we're facing so much of an increase in support with everyone playing online instead of in casinos, that asking us to reply to you in two different places puts an unnecessary strain and delay that will only effect everyone.


Since we're seeing multiple reports of this, it looks like a Stars bug. Please contact their support about this, so that they can look into the issue.

fozzy71
05-01-2020, 08:39 AM
...
Yep, this happens!
I'm assuming this is a Pokerstars bug then?
Is there any way you can overcome it?

It is a bug in the stars client from what we can tell and should be reported to them for their developers to try and address.

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.

IuriTPena
05-04-2020, 05:29 PM
How does HM know where to look for?
In this case: C:\Users\{Windows Login}\AppData\Local\PokerStars\Audit

udbrky
05-05-2020, 02:15 AM
Stars uses the same location format for everyone.

IuriTPena
05-05-2020, 01:47 PM
Sure, I would imagine so.

What I meant was, what is the configuration is HM3 which specifies that path?

We can change the path where PokerStars saves those audit files and, for some reason which I do not know yet, changing the path where the files are saved resolves the problem.
Meaning, the audit files that HM3 needs are always written to that user-specified path. The thing is: how do we get HM3 to look in that new path instead?

IuriTPena
05-05-2020, 02:03 PM
Apologies for the double post, but I just noticed this only happens with the "New Aurora Graphics".
For those who have the option to not use it will be just fine, it seems.

However, it's expected that PokerStars will enforce the new engine for everyone.

udbrky
05-07-2020, 01:24 AM
That's Stars' user app data folder. No matter where you install Stars, it will store your user information there. That is so that re-installations should not change the data. All programs in Windows do this. You can't change it.

IuriTPena
05-07-2020, 10:39 AM
We can change that location.
The path is defined by the audit-files.ini under Stars' installation folder.

fozzy71
05-08-2020, 09:52 AM
We can change that location.
The path is defined by the audit-files.ini under Stars' installation folder.

According to our QA?Testing Manager we read the path from that ini file so HM3 knows where to look. That being said: I just tried to edit the path in the ini file as administrator but every time I restart the stars client the ini file changes back to the default path.

IuriTPena
05-08-2020, 05:09 PM
Oh, cool! I honestly haven't tried restarting it, just did a quick test and seemed good.
I'll post updates if I get some :)