asking for registration again, can't reset code
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  1. #1
    Junior Member
    Join Date
    Feb 2010

    Default asking for registration again, can't reset code

    My HEM, which was working fine yesterday, wants to be activated again.

    When I click "Activate online now", it says "There were errors during activation. You can retry activating online or go back and try another method. If problems persist please contact customer service."

    When I check details, it says "Could not activate license at server" and "The underlying connection was closed. An unexpected error occurred on a receive."

    When I try to reset my profiles, it says that "Resetting the code failed" and told me to contact support.

    Any help would be appreciated.

    Edit: this is for HEM1, please move my thread to correct forum if necessary. Thanks!
    Last edited by Courtney; 12-25-2014 at 05:07 PM.

  2. #2
    HM Support sideshow's Avatar
    Join Date
    Aug 2011


    1) Enable the option to see Hidden Files and Disable "Hide protected operating system files": - It should look like this:
    2) Delete C:\Program Files\RVG Software\Holdem Manager\holdemmanager.exe.ldat (Program Files (x86) if you have the 64bit version)
    3) Delete C:\ProgramData\XHEO INC\SharedLicenses\HoldemManager.lic (XP Users can find the file at C:\Documents and Settings\All Users\Application Data\XHEO INC\SharedLicenses\HoldemManager.lic)
    4) Reset your profile on Poker Software - Hold'em Manager 2 (HM2) *
    5) Update to the latest beta -

    If you can't find those files, DO NOT delete any other files with similar names. If the ldat file does not exist, it is because you did not install in the time when this file was used.

    1. Shutdown Hold'em Manager and Please update to the latest version -
    2. Navigate to your RVG Software/Holdem Manager/Config folder
    3. Create a new text document in the Config folder and name it LicDebug
    4. Restart Hold'em Manager

    You should hopefully be able to enter your code now. Once you have done this close Hold'em Manager, delete the LicDebug file and restart Hold'em Manager.

    * Please log into Poker Software - Hold'em Manager 2 (HM2) using a non-IE browser that does not have script blocking.

    Click on My Account - Licenses.

    Reset your profile.

    If you continue to have registration issues, please send your Reg.log file from the C:\Program Files\RVG Software\Holdem Manager\Logs folder. If your Windows is hiding known file extensions the file will simply be called 'reg'.

    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 so here: Leave Feedback

  3. #3
    *** HM3! *** fozzy71's Avatar
    Join Date
    Sep 1971
    HM Support


    Our HM1 activation server was down yesterday. As of 8 or 9 hours ago it should be up again. If you continue to have problems use the instructions above.

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