HUD freezing on PlanetWin365

[VaCinhoX]

Hello, I have issue with my HUD when playing on PlanetWin365 IT.
I use Free PlanetWin365 Converter (advancedpokertools.com).

This is how my settings in converter looks.
bc421e9cb785c6cd01b2fe4d1a26c49a.png

I dont think the issue is with a converter though. When I start playing and before I start the converter it looks like this:

a522d420464dfef258b0aa0600269992.png

So HM2 'knows' I am at the table because there is the panel for played hands. But I need a converter to the HUD. So after I start the converter everything works fine for a while. Only thing that confuses me is that now I have panels for played hands. The one that was there even without a converter (not showing any hands) and a new one which appeared when I launched my converter (working). Not sure this is connected to the issue.

The issue is that after a while the HUD just stops updating. HM2 is not tracking any more hands. I keep playing but opponent's stats stay the same. I do not see the new hands in HM2 database. It usually happens after till I reach 30ish hands. If I play more tables it never happens on all of them. Only one at a time. Few times I noticed it 'froze' when one opponent leaves the table.

Could you please advise me on how to fix it?

[fozzy71]

Our typical reply when customers report problems like these on unsupported sites is to have them contact the converter's support team.

We can not provide technical help for unsupported sites/networks as we do not design our software to work there or test there with all of the third party tools. If you have any problems with HM2/3 using third party tools, to use our software with unsupported sites, all support will need to be handled by the third party software support team.

That being said this is most likely just a configuration issues, but there isn't enough info here to make that determination for sure. Send the answers, logs, hands, images, etc requested below via email and we may be able to assist based on the answers/logs and images you send.

Please create a support ticket via the Contact Support link and if there is a forum thread with additional information please link to this thread. In the ticket send all the following:

Please follow the instructions in this FAQ and reply back with the answers to the 12 questions in that FAQ. Those answers should help us quickly identify your issue, skipping questions will just mean we have to ask again in the next email and will delay the resolution of the issue.

Please enable the Settings > Feature Logging > [x] 'HUDStats' and 'FastPoker' 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.

Please reproduce the problem and:
- Attach a screenshot 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
- Attach a copy of the original Hand history for the table with the issue*
- Close HM2 and send your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing.

* All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM2Archive is in C:\HM2Archive by default, but you may have put it anywhere. The archive should be organized by \Month\DayOfMonth (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD. It is configured in the Site Setup - Auto Import Folders menu.

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.