HUD not working properly
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  1. #1
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    Default HUD not working properly

    Hi,
    My hud is not working properly (in pokerstars.uk), it just works in some random tables
    No Antivirus, No UAC... blablablabla
    Windows 8.1, Pokerstars.uk
    Where should I send the logs?

    greetings

  2. #2
    HM Support Patvs's Avatar
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    Set the PokerStars.uk lobby language to English.

    Is PokerStars saving the handhistories?
    Do the hands import into HM2 and show up in Reports?

    Are you playing Zoom, or mostly regular cashgame tables?

    ---

    If the hands import just fine, and show up in Reports, but the HUD won't show up:
    Go over: http://hm2faq.holdemmanager.com/ques...es+not+work%3F
    (you can sent us the logs with step #12 of that FAQ using the HUD Reporting Tool) Also sent us an email to support@holdemmanager.com
    Participate in the Beta release of the newest Hold'em Manager version: HM Cloud. Sign-up HERE.

    If you would like to leave some feedback to help us improve the quality of the solutions, and/or the support quality you received, - you can do this here

  3. #3
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    Quote Originally Posted by Patvs View Post
    Set the PokerStars.uk lobby language to English.

    Is PokerStars saving the handhistories?
    Do the hands import into HM2 and show up in Reports?

    Are you playing Zoom, or mostly regular cashgame tables?

    ---

    If the hands import just fine, and show up in Reports, but the HUD won't show up:
    Go over: http://hm2faq.holdemmanager.com/ques...es+not+work%3F
    (you can sent us the logs with step #12 of that FAQ using the HUD Reporting Tool) Also sent us an email to support@holdemmanager.com
    The languague is/was English
    Yes, Poekrstars is saving handhistories (sometimes appears the huds in random tables for a while)
    Im playing mostly regular cashgame tables

  4. #4
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    I sent the logs using that tool
    How many time that I have to wait until receive a reply with solutions? Because now Im without hud

  5. #5
    You're out! udbrky's Avatar
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    As Pat said, you have to email after sending in the report. The mailbox is not monitored.

    Please send in the files requested as well. We need to see all of the information.

    Please enable the Settings > Feature Logging > [x] 'HUDStats' option and increase the Max number of log files option to 10 so old logs are saved with date/time stamps. You can also enable this before you launch HM2 from the Start Menu - http://hm2faq.holdemmanager.com/ques...ging#startmenu

    Please reproduce the problem and:
    - Use the tool in the following link to send a HUD Report - http://hm2faq.holdemmanager.com/ques...Reporting+Tool
    - Attach a screen shot of the table/desktop
    - Try to include the Active Sessions tab and/or Sessions Report that also includes your windows clock and poker client lobby clock in the screen shot
    - Save a copy of the original Hand history for the table with the issue
    - Close HM2 and zip/attach your \HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

    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.
    Regards udbrky (Chris)

  6. #6
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    Hi, im having problems with no HUD on zoom for the .UK platform, too. Win 7. HUD working for normal cash tables and sngs; just not zoom. I think I added all the correct virus exceptions. Thanks

  7. #7
    *** HM3! *** fozzy71's Avatar
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    Quote Originally Posted by Tim64 View Post
    Hi, im having problems with no HUD on zoom for the .UK platform, too. Win 7. HUD working for normal cash tables and sngs; just not zoom. I think I added all the correct virus exceptions. Thanks
    Please update to the latest version - http://forums.holdemmanager.com/hm2-...-new-post.html


    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 stars PokerStars again.


    Please check all of the steps on this FAQ - http://hm2faq.holdemmanager.com/ques...rs+Zoom+Tables


    If you continue to have problems please send the requested files/screenshots as instructed at the end of the FAQ in the link above.

  8. #8
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    Thanks. I tried just now with with opening HEM2 first and then pokerstars and it worked. Not sure what the difference was from yesterday, but ok let's see how we go

  9. #9
    *** HM3! *** fozzy71's Avatar
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    You are very welcome. Thank you for letting us know it solved your problems. It helps us when crafting future replies to other customers with similar problems.


    Good luck at the tables. If you have any further questions or problems do not hesitate to ask us.

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