Holdem Manager Support

It sounds like you may be experiencing a known issue awaiting a fix from our developers:

* IGN-273: IHG fails to connect at all if PT4 restarted after a table has been open
- "If I have both PT4 (with the Ignition Hand Grabber) and Ignition running but do not open any tables then I can close and re-open PT4 and the IHG reconnects. If I open a table before closing PT4 (and close the table before restarting) then when I restart PT4 the IHG does not reconnect. It displays the message that there is an out of date file."

Unfortunately, the only solution for this issue currently is to restart your computer fully, then restart HM3, then restart the Ignition poker client.

Note: HM3, the HM3 Server/HUD, and the Ignition Hand Grabber (IHG) app processes must always be started before you open the Ignition poker client software. If the Ignition poker client is closed for any reason you must shut down HM3 and restart it fully again as instructed below.

- Close your poker clients, close HM3, and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Start HM3 and wait for the HM3 server to start. You will know it has started when the 'Start HUD' button switches to say 'Stop HUD'. If that doesn't happen then you can start it via the HM3 - File - 'Start Auto Import' option.
- Once the HM3 HUD/Server is fully running you can then start the Ignition client.

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, etc.

If you continue to have problems:

a) Please reproduce the issue and screenshot the tables/HM3 then send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of this FAQ - https://kb.holdemmanager.com/knowledge-b...

b) Also, collect and attach our Ignition Hand Grabber (IHG) 'Support Bundle' as instructed here - https://kb.holdemmanager.com/knowledge-b...

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hello. I just updated to windows 11. My hud is working perfectly on regular cash game tables 6max. But it doesnt show on zoom tables. Can you please help me to fix this?

- Close your poker clients, close HM3, and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Please update to our latest beta version of HM3 from this link - https://www.holdemmanager.com/download/i...
- Restart HM3 and ensure HM3 and the HM3 Server (Auto Import/HUD) are fully started.
- Launch your poker client(s).

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 and your forum username.

Regards,

Fozzy71
Customer Support
Hold'em Manager

How to use HM3 on WEPOKER, I used to use PMA HUD but can not contact now, how to solve this problem, PMA HUD WITH YOU

The only 3rd party card catcher HM3 officially supports for WePoker is from EliteHUD and can be found here.

Note: Holdem Manager is not responsible for the functionality and support of tools provided by a 3rd party. If you have any issues configuring or using that app with HM3 please contact their support directly via email - [email]help@elitehud.com[/email]

Regards,

Fozzy71
Customer Support
Hold'em Manager

I'm having an issue where my HUD will randomly stop working on 1 table on WPN. If I press Stop HUD and Start HUD again then 1 table will still be Hudless (occasionally it's now the opposite table that will/won't have the HUD running). HM3 3.1.34.0

- Close your poker clients, close HM3, and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Please update to our latest beta version of HM3 from this link.
- Restart HM3 and ensure HM3 and the HM3 Server (Auto Import/HUD) are fully started.
- Launch your poker client(s).

If you continue to have problems:

Please see our HUD Troubleshooting FAQ and if that does not help then please 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 and your forum username.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hello,

Can I have both HM2 and HM3 on my computer and use both (not necessarily at the same time)?

Appreciate it.

Sorry for multiple posts....

poker site is downloading hands to my pc correctly

Folders are set up in HEM

HEM with BCP doesnt seem to recognize any hands.

Table finder doesn't find anything and hud doesnt start.

Tried dragging table finder to client and it says "choose a session to attach to this window"

Any ideas? it works with ignition and with a ignition card catcher.

Yes, you can have them both installed on the same PC but we do NOT recommend running them both at the same time during live play for auto-import. Running both at the same time during live play will require more resources of your PC and could cause import discrepancies or performance issues if they are both trying to archive the live play hands to their independent archive folders.

Please see our WPN/ACR Setup Guide.

If you continue to have problems please try all the steps in this FAQ.

If none of that helps please zip and email the problem original hand histories and tournament summaries to us as instructed with a link to this thread and your forum name. Ensure 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.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Ok, sorry but still need help. I have hands that have been downloaded into a folder that I can open and see them but can't import into manager. When I import it says they are all duplicates. I have a session that had 437 hands and only 118 of them are importing. They have been converted from ignition already ( I can see all of the opponents hole cards).

Any ideas? Appreciate all of your help.

Thanks

Were these hands downloaded from the Ignition Poker client, or were they downloaded from a 3rd party hand grabber or other tracker?

Please try steps 3 and 4 in this FAQ.

If none of that helps please zip and email the problem original hand histories and tournament summaries to us as instructed with a link to this thread and your forum name. Ensure 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.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Is there a way to make the HUD show stats only from hands with 5-6 players? I am playing on a sit with a lot of 2-4 handed action and stats showing everyone as v loose.

Yes. In the HM3 - HUD - 'HUD Options...' menu's 'General Settings' / 'General' menu you can configure the 'Number of Player Filtered' menu for your specific games and scenarios. See our 'HUD - HUD Options' FAQ for more information on how to use that filter.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Any estimate for when HEM will support 5 card omaha on WPN?

Unfortunately, 5-Card PLO support is not in our short-term plans so I do not have an estimate for when that new feature might eventually be added.

Regards,

Fozzy71
Customer Support
Hold'em Manager

sorry to ask as I know you dont support hm2, but if anyone can help I would appreciate it.
when I use to click on show hero hud, I had selected my last 30k hands, but now I can only see my "per table" stats. is tehere something I can click so it doesnt just show my table hands? tyty

I still have my old HM2 support replies, and it sounds like you may have edited some HUD Options/Filters.

There are some settings that can cause the HUD to show less hands, or to reset suddenly. Please make sure that these steps are followed to set the HUD to show all hands:

Make sure the HUD Settings > General Settings > Common Settings > [ ] 'Use session stats' is disabled. Also check the Table HUD Options to be sure it is set to All Hands and not Session Stats - http://hm2faq.holdemmanager.com/question...

- HUD Settings > HUD Filters should all be set to '2 to 10' and make sure that both check box options under Filter by limits are checked [x].

- HUD Settings > HUD Filters > Filter by date / numer of hands > 'Include hands newer than X months old' should be set to 120 and 'Use last X hands' should be set to 0.

- HUD Settings > Tournament Filters are all set to '1 to 81+'. Changing these filters to anything other than their default settings will make the HUD Stats change drastically based on the number of players at the table and/or their stack sizes in tournaments.

Regards,

Fozzy71
Customer Support
Hold'em Manager

I use HM3 (v 3.1.34.9901) and experience very slow loading of pop-ups after clicking on them in-play (had the same issue with previous versions of the software as well). It shows the pop-up without stats which then often take another 5 seconds to load. Sometimes it helps to close the pop-up and open it again (but ofc not ideal when playing 4 tables of Zoom). The smaller pop-ups with fewer stats are faster to load. I have a gaming PC with 32 GB RAM. I imported my HM2 HUD which I furher changed in HM3. I never had the same issue with HM2 even with large pop-ups.

Do you have any suggestions what might be causing this issue?

Thank you.

Struggling to get HEM3 working with Chico (BetOnline) for cash games. Do I need a special hand converter like I do for Ignition?

Can't seem to find the correct hand folder to import the hands from.

Unfortunately, I can't really be sure what to suggest first for those types of issues without first seeing your HM3 logs and configs from our latest beta version 3.1.34.9903.

- Close your poker clients, close HM3, and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Please update to our latest beta version of HM3 from this link.
- Restart HM3 and ensure HM3 and the HM3 Server (Auto Import/HUD) are fully started.
- Launch your poker client(s).

If you continue to have problems:

Please reproduce and screenshot the errors then click the 'Send Feedback' button from the left sidebar menu (or from the 'Help' menu at the top), or choose 'Yes' if prompted to submit an error report, and send your logs and config files with a detailed step by step description of the problem that we can use to try and reproduce the problem. Also include a link to this forum thread and your forum user name.

You can also attach any screenshots or other files to the Send Feedback interface as long as they don't total over 250 MB (including logs).

If you are unable to send the logs via the automated system for any reason you can collect and send the logs manually.

Fozzy71
Customer Support

Unfortunately, HM3 does not support the Chico Network sites natively. The only 3rd party card catcher HM3 officially supports for BetOnline/Chico can be found here.

Note: Holdem Manager is not responsible for the functionality and support of tools provided by a 3rd party. If you have any issues with the Advanced Chico Converter please contact their support directly.

Fozzy71
Customer Support

Can hand from PT4 can be imported?

You will want to manually import the original hands to HM3 via the 'File' - 'Import Folder...' option from the PT4 'Processed' hands folder.

In PT4, if you go to:

Configure > Site & Import Options > Preferences

This will show if, and exactly where, processed hands are moved for your particular system.

If you can't see it, turn off the windows option that is hidi....

Edit: If you are trying to only import a single hand or small/filtered sample of hands from PT4 to HM3, instead of all the hands, you will want to export the hands from PT4 then import them to HM3. If you have any issues exporting hands from PT4 please contact PT4 support.

Regards,

Fozzy71
Customer Support
Hold'em Manager

When I play PLO does it show me the player's stats just for PLO, and not include Hold 'em? Some players play wildly different depending on the game, so I don't want to see PLO stats when playing hold 'em tables.