the item 'holdemmanager.exe' that this shortcut refers to has been changed or moved

[Gillingham]

so this shortcut will no longer work properly.

I was wondering if anyone could help? I'm really bad at computers so if it could be explained for a simpleton that would be great.

That is what happened as soon as I tried downloading it to new laptop, and have tried turning windows defender off, uninstalling postgres and holdem manager but still not working

thanks for any help in advance

Jon

[fozzy71]

Uninstall HM2 and then Reinstall HM2 from this file -*http://www.holdemmanager.com/downloa...er_2_Setup.exe

- After downloading, you should right-click the file, go to properties and click unblock.*
* If you do not see an 'unblock' option you can ignore this step.
- Then, right click the file and run as administrator.

If you continue to have problems:**Which Operating System, Firewall, and AntiVirus are you using?

Please reproduce the problem and send your HM2Logs folder with screenshots and a detailed description of what you were doing and what problems you were experiencing, with a link to this thread and your forum name.

[Gillingham]

It says, can't find desktop file, sorry

when trying to copy the log files

I was going through the windows troubleshooting page the other day and got it starting up for one evening although not importing hands, then next day it just disappeared again saying the item holdem manager has been changed or moved every time I click on the icon.

I use a new HP pavillion laptop with windows 10, and have disabled the McAfee and windows firewall

any idea or could you help me over zoom or something and I could pay you?

Thanks

[fozzy71]

any idea or could you help me over zoom or something and I could pay you?

Thanks

Unfortunately remote support sessions are not part of your contract. We only use those as a courtesy when someone has exhausted all of the other solutions via email or forum support. We could not afford to stay in business if we did remote support for every customer with every problem. We do have a paid premium support option but we have been so busy the past 4 months due to the global lock-downs that our remote support techs are too busy with normal support, testing and courtesy remote support sessions that they don't have availability for the paid premium remote support sessions until our support volume gets back to nromal.

It says, can't find desktop file, sorry

when trying to copy the log files

Windows put your "MyDocuments" and "Desktop' folders on OneDrive.

You can read here about this OneDrive option here: https://support.office.com/en-us/art...a-6552e77c3057

Just disable it in the OneDrive settings then you should be able to collect the logs.

I was going through the windows troubleshooting page the other day and got it starting up for one evening although not importing hands, then next day it just disappeared again saying the item holdem manager has been changed or moved every time I click on the icon.

I use a new HP pavillion laptop with windows 10, and have disabled the McAfee and windows firewall

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall McAfee.
2) Reboot your computer
3) Uninstall HM2* and then delete everything EXCEPT FOR DATABASE, NoteCaddyDefinitions, and CONFIG in
Win7: C:\Users\username\AppData\Roaming\HoldemManager\
XP: c:\documents and settings\username\application data\HoldemManager
- Showing hidden files: http://hm2faq.holdemmanager.com/ques...in+Windows%3F+
4) Reinstall HM2 - http://www.holdemmanager.com/downloa...er_2_Setup.exe
- After downloading, you should right-click the file, go to properties and click unblock.*
* If you do not see an 'unblock' option you can ignore this step.
- Then, right click the file and run as administrator.
5) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender (unless you are using Windows 10, in which case it should be enabled), and add firewall exceptions for HM and SQL - http://hm2faq.holdemmanager.com/ques...rewall%29#MSES
6) Install Microsoft Security Essentials (unless you are using Windows 10) for antivirus/malware protection and update it - https://support.microsoft.com/en-us/help/14210

*This will not affect your database, settings or original hands in your archive folder.


If none of that helps.

Please create a support ticket with a link to this thread and your forum username.

a) Please duplicate the issue and send us log files with a detailed description of what you were doing and what problems you were experiencing:
- Open Windows Event Viewer's (Control Panel - System & Security - Administrative Tools or Start - Search - 'Event Viewer') - Windows Logs - Applications.
- Check for any errors and send the information (right-click - Save All Events As...) and compress*/attach that file to this support ticket.

b) Please send your \HM2Logs folder files as well - http://hm2faq.holdemmanager.com/ques...ger+Support%3F

*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 right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox try using filedropper.com
- https://help.dropbox.com/files-folde...utside-dropbox
- https://support.google.com/drive/ans...DDesktop&hl=en

c) Also do the following even if you are able to collect all the logs, or if you can't, so we can schedule a remote support session if we deem that the best way to get you up and running again.

Please let us know when you are available in GMT time for a Remote Support session - https://greenwichmeantime.com/time/to/gmt-local/

Please remember that we schedule a couple days in advance and need to fit it into our schedules so you need to give us a few different day and time ranges to choose from.

Please read this important information before our teamviewer session. We cannot do the teamviewer session until all those issues are addressed below first:
1 - Make sure windows is fully updated until 'No New Important Updates are Found' (this may require multiple restarts and multiple 'check for updates').
2 - Please make sure you have access to a good connection, we cannot provide support on really slow connections.

[Gillingham]

Okay thanks for the help Fozzy it seems to have been Mcaffee causing the problem so uninstalled it all