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  1. #11
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    Has anyone solved this problem so far? I'm having the same problem .

  2. #12
    You're out! udbrky's Avatar
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    Quote Originally Posted by felipeaz View Post
    Has anyone solved this problem so far? I'm having the same problem .
    What is your ticket # from the ticket that you sent in?
    Regards udbrky (Chris)

  3. #13
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    Quote Originally Posted by udbrky View Post
    What is your ticket # from the ticket that you sent in?

    I don't have any ticket. It is difficult for me to open a ticket because when i use holdem manager i am playing and i need to pay attention, so i just close hm3 and open another hud.
    I hoped someone already had the solution since there are several people with the same problem.

  4. #14
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    Quote Originally Posted by udbrky View Post
    What is your ticket # from the ticket that you sent in?

    I don't have any tickets because when I try to use hm3 I'm playing and I need to pay attention, so I just open another hud. I hoped that someone has already had a solution and that there are several people with the same problem.

  5. #15
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    Quote Originally Posted by felipeaz View Post
    I don't have any ticket. It is difficult for me to open a ticket because when i use holdem manager i am playing and i need to pay attention, so i just close hm3 and open another hud.
    I hoped someone already had the solution since there are several people with the same problem.
    All you have to do when playing really is take a screenshot, and click the send feedback button with the logs and bug report. The screenshot and hands can be sent after the session, as well as more details about the issue.

    You can even just take the screenshot during the session then once the session is done you can create a ticket manually and attach the images, logs, hands and detailed description of the issue.

    a) Please reproduce the problem and screen shot the problem - https://support.microsoft.com/en-us/...re-screenshots

    b) After your session is finished please create a support ticket with a link to this thread and your forum username and attach the screenshot.

    c) - Please attach the screenshot of the issue(s) with a detailed step by step set of what you did to produce the problem(s).
    - Close HM3 and the Holdem Manager Server icon in the system tray. *
    - If it is not running or fully launched please open your Windows Task Manager and right-click - End Task on 'Holdem Manager 3', *'HM3 HUD' and 'HoldemManager.Server' if you see them. *
    - Click Start - All Apps - Holdem Manager 3 - 'Copy HM3 Log Files to Desktop'
    - Then zip and attach all (Ctrl+A - Right-Click - Send to - Compressed (zipped) folder) files (and the \Archive folder) in that \Desktop\HM3Logs folder to this same support ticket with a detailed description of what you were doing before the issue. *Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/
    -*If the attachment is larger than 10MB please upload them to a file hosting site like or dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. *If you have any problems with dropbox please try using google drive instead.

  6. #16
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    Any ETA on this given it seems to be widespread?

  7. #17
    *** HM3! *** fozzy71's Avatar
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    Quote Originally Posted by jasonfish11 View Post
    Any ETA on this given it seems to be widespread?
    The only reason it is now 'widespread' is because of the new Stars update that forced on the Aurora Graphics Engine for all users.



    For now it seems like the best thing for users to do is to either use auto center or pref seat, or to turn aurora off.

    If you have Aurora enabled: Please make sure your poker site's preferred seating options are configured and matched to your HM3 - Tools - Site Settings - Preferred Seating options - https://support.holdemmanager.com/su...Tilt#preferred

    If you continue to have problems:

    Please see our HUD Troubleshooting FAQ and reproduce the issue then send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ with a link to this forum thread.

  8. #18
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    Ok I'm having issues on ignition. I'll follow the guidelines on how to report an issue and then create a new ticket.

    But the issue is basically the same. Everything is importing, the graphical hud seems to work, but the standard hud rarely refreshes.

    Thank you for the follow up.

  9. #19
    *** HM3! *** fozzy71's Avatar
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    Quote Originally Posted by jasonfish11 View Post
    Ok I'm having issues on ignition. I'll follow the guidelines on how to report an issue and then create a new ticket.

    But the issue is basically the same. Everything is importing, the graphical hud seems to work, but the standard hud rarely refreshes.

    Thank you for the follow up.
    There are some known issues with the Ignition Hand Grabber and HUD that the developers have been working hard on for some time. Unfortunately it is taking longer than normal to release the fix for those issues because they are also in the middle of trying to add support for tournaments. These changes should hopefully be available in the next gold beta release. While we do not have an exact date for the release, you will receive a prompt to update once available as long as you have enabled the Tools - Settings - General - [x] 'Check for Updates' and [x] 'Prompt for beta updates' options.

    You can still send us your logs and other files, but we need some additional files sent now that I know you are referring to Ignition, instead of Stars like the OP of this thread:

    Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.

    If you then have any problem with having a HUD not appearing

    a) Take a screenshot of the table/desktop before and after the problems and attach them to a support ticket.
    - Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site visible in the screen shot.
    - Select all the hands for this session in the 'Sessions' report with the Ctrl+A keys then right-click - 'Export' those hands and zip/attach them as well. We need the grabbed and exported versions of these hands to compare with the logs to look for name mismatches.
    - Close HM3 and the Holdem Manager Server icon in the system tray.
    - If it is not running or fully launched please open your Windows Task Manager and right-click - End Task on 'Holdem Manager 3', 'HM3 HUD' and 'HoldemManager.Server' if you see them.
    - Attach a copy of the original Hand history for the table with the issue*

    b)Click Start - All Apps - Holdem Manager 3 - 'Copy HM3 Log Files to Desktop'

    c) Then zip and attach** all (Ctrl+A - Right-Click - Send to - Compressed (zipped) folder) files in that folder to to the same support ticket with a detailed description of what you were doing and what problems you are having. *Here is a direct link to your My Tickets page.

    *All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31).* It is configured in the Tools - Settings - Import menu.

    **If the attachment is larger than 10MB please upload them to a file hosting site like or dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. *If you have any problems with dropbox please try using google drive or filedropper.com instead.

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