Hand missing with pokerstars new "cash out" functionality
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  1. #1
    Junior Member
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    Aug 2019
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    Default Hand missing with pokerstars new "cash out" functionality

    Hello,

    I have encountered a bug when playing NL2 on pokerstars. I currently own the low stakes version of HM2 on the latest update.

    Pokerstars released a few weeks ago a new functionality on all-ins allowing to "cash ou" and to receive part of the pot based on our equity.

    What happened is that I went all-in against another player who chose to cash out and I won the all-in. The problem is that the hand doesn't appear in my hand history on HM2 and the gains are therefore not registered.

    I have tried to import the .txt file containing the hands of that table again but it didn't change anything, HM2 is acting as if the hand never existed.

    Can I do something to fix it ?

    Thanks in advance

    Ironiks

  2. #2
    You're out! udbrky's Avatar
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    Jul 2008
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    19,833

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    If you continue to have problems please zip and email the problem hand histories, with a link to this thread and your forum name, to us using the 'Contact Support' link.

    Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.

    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: C:\HM2Archive\2016\07\31).

    When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email. *If the attachment is larger than 10MB please upload them to a file hosting site like dropbox, then click 'Share' > 'Create Link' > Copy Link' *and right-click > 'Paste' the download link directly into the support ticket email. If you have any problems with dropbox try using filedropper.com or google drive.
    Regards udbrky (Chris)

  3. #3
    Junior Member
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    Feb 2018
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    Same problem here.
    I knew exactly how much money i had on my ps account. When i saw that hand wasnt registered by hm2 i checked at it end of sesion and numbers dont match.

  4. #4
    You're out! udbrky's Avatar
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    Did you follow post 2? We need to make sure we have all types and situations.
    Regards udbrky (Chris)

  5. #5
    Junior Member
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    Feb 2012
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    Same here. Try to import thos hand manualy, but get error message

  6. #6
    You're out! udbrky's Avatar
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    I have added you to be notified when this is resolved.

    You shouldn't post them here. Our instructions are always to send in a ticket with them zipped.
    Regards udbrky (Chris)

  7. #7
    Junior Member
    Join Date
    Feb 2018
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    Yes i have.
    Tonight 3 times i was all in.
    2 times both me and opponent chose resume hand and hm2 recognized that hand.
    3 time i chose resume but opponent chose cash out. That hand doesnt appear in HM2.

    Any idea when will hm2 update be available?

  8. #8
    Junior Member
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    Feb 2018
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    Another one.
    3 way all in, 2 resume hand and one cash out and again hand doesnt appear on HM2.
    This is annoying.

  9. #9
    You're out! udbrky's Avatar
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    Quote Originally Posted by MisterNo View Post
    Another one.
    3 way all in, 2 resume hand and one cash out and again hand doesnt appear on HM2.
    This is annoying.
    This is why we need hands sent to us. There will be situations that we might not have examples for.
    Regards udbrky (Chris)

  10. #10
    *** HM3! *** fozzy71's Avatar
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    Our QA/Testing Manager needs more hands sent to us for testing the fix that the developers are working on. He would like a few days worth of recent hands from multiple customers sent if possible.

    Please zip and email the hand histories, with a link to this thread and your forum name, to us using the 'Contact Support' link.


    Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.


    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: C:\HM2Archive\2016\07\31).


    When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is larger than 10MB please upload them to a file hosting site like dropbox, then click 'Share' > 'Create Link' > Copy Link' and right-click > 'Paste' the download link directly into the support ticket email. If you have any problems with dropbox try using filedropper.com or google drive.

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