Hand missing with pokerstars new "cash out" functionality
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  1. #1
    Junior Member
    Join Date
    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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    20,898

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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
    Join Date
    Feb 2012
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    Default

    Same here. Try to import thos hand manualy, but get error message

  6. #6
    Junior Member
    Join Date
    Feb 2018
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    6

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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?

  7. #7
    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.

  8. #8
    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)

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