Holdem Manager Support

What specifically is 'bugged' in your hand you posted? Which of the different methods did you use to export it from HM3? i.e. was it exported from the replayer, hand history viewer, or reports?

Please zip and email the original problem hand histories and tournament summaries to us as instructed

https://kb.holdemmanager.com/knowledge-base/article/how-are-missing-hands-inaccurate-reports-fixed

kb

How Are Missing Hands / Inaccurate Reports Fixed?

Regards,

Fozzy71
Customer Support
Hold'em Manager

We have detected a problem with our HM3 license server and are actively addressing it to ensure a swift resolution. Additionally, I have replicated the HHV/Replayer Converter problem and have reported it, as it might be connected to the server issue.

Hey, I want to see information about the regs in my database. Can I somehow check opening raise sizes? If they open 2x ot 2.25x or 2.5x ?

The only way currently to study population stats, beyond the Opponents List view, is to create an alias for those players (click the active player name then select the 'Edit Aliases...' option and create a new alias to add players to. and then set that alias to be the active player in the reports for analysis, but please be aware that it can be very resource intensive to link all villains to an alias so you should have a powerful computer with lots of RAM if attempting this.

Note: This technique can lead to erroneous results if some of the villains you aliased together have played hands against each other. An alias is intended to join two or more hero screen names that would not have played against each other. While this is possible to do, it is not something we officially support or recommend.

We also released a new HM3 App that will make population study much easier - https://www.holdemmanager.com/hm3/apps/r...
- The Range Wizard FAQs can be found here - https://rngwiz.com/home/faq/
- And we have a few videos about it here - https://www.youtube.com/playlist?list=PL...
- We have a free version of the Range Wizard app under the HM3 - Apps menu if you click 'Get HM3 Apps...'.

​* Note: The Range Wizard app will get a major update very soon with new features and be renamed to Leak Explorer and you can learn more about those new features here - https://leakexplorer.com/
- Range Wizard (RW) operates on an annual subscription* model, and the same will apply to Leak Explorer (LE) once it's released. For RW users, you'll automatically receive access to LE, which will eventually replace RW. However, we will keep RW available for a bit longer during the transition period to ensure a smooth changeover.

Regards,

Fozzy71
Customer Support
Hold'em Manager

This issue should be resolved now.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hey for iPoker when Opponent “cash out” EV hands are missing from database. Is this going to be fix?

The problem stems from the iPoker client failing to record the version number and rake in 'All-In Cashout (AICO) hand history files. It is up to the iPoker developers to address this issue to ensure the import of future hands into HM3/PT4. Regrettably, there is no way for us to facilitate the import of previous incomplete hand history files.

Out internal developer ticket regarding this issue is: "IMP-454: iPoker cashout hands cannot import due to lack of rake in HH"

The most recent update on the internal HM3 developer ticket IMP-454, posted by our Import QA/Testing Manager on June 21, 2024, indicates that iPoker is/was actively working on a resolution for this issue.

For any additional information concerning this issue, please contact iPoker support, as it is beyond our control.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hey Fozzy,

Just randomly went to try to check my stats from playing last night and I went to open HEM3 and I got a login screen asking for my info and I thought I input my password incorrectly and that didn't work, so I tried some others that I may have used and they didn't work either. I then went to try to login in to your forums, with my email/password, and those didn't work either, so I can't even reset my HEM3 password if I wanted to. What is going on? Is there something wrong on my end or on HEM3's end? I'm hoping to get this resolved by tomorrow night so I can start playing again!

Thanks Fozzy! Good to see you're still at it these days!

*Edit*

I did just decide to randomly restart my computer, and although I still couldn't login to my HEM3 account to open the app, I was able to get onto the HEM3 site and it took me to my "shopping cart" of all places. Could this just mean that I'm due to pay for another year's subscription? If so, I have no problem in doing so if that's the case. Please let me know. Thanks again!

Our developers had to perform a major database upgrade last night. If anyone is still having issues please reproduce and screenshot the error then send us your log files, along with the screenshots and details of what steps preceded the error to a support ticket.

That is most likely related to our database upgrade, and not your Support & Maintenance (S/M) plan expiration date. You can check the expiration date under your 'My Account' - 'Store Profile' - 'My Subscriptions' page tab.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Thanks Fozzy! That seems to have been the issue! Although I still had to login with my PW, everything seems to have returned to normal now. Keep up the good work!

Hello, I cannot login on the software and your website does load very slow and I cannot reach support. Please fix it. Yesterday everything was fine...

I have the same problem. ETA on the fix?

Thanks

I have the same problem.

The issue with our servers has been resolved. If you are still having issues try to reboot your PC fully and if that does not help please reproduce and screenshot the error then send us your log files, along with the screenshots and details of what steps preceded the error to a support ticket - https://kb.holdemmanager.com/knowledge-b...

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hi, how do I learn to tag hands and can I do several groups for different spots?

Hello!

Holdem manager 3 is asking for "HoldemManager_3.1.36.0.msi" file when i try to install the new version. I can't find it on the HM3 homepage. Could you please provice a download link for this HoldemManager_3.1.36.0.msi version please?

Thanks

My paid subscription expired a while back but I am still using HEM3.

It cost more to subscribe again if your subscription expired over a year ago or something like that? So I would be paying for the annual support and maintenance or it's more than that?

The HEM3 works on stars but I mentioned that it doesn't record reentry amounts correctly on stars so the total profit/loss is always incorrect. It would always record total reentries for a tournament to be like 12 dollars when it should be 22 dollars for specific tournaments for some reason. It had issues on 888 as well as it didn't seem to record mystery bounties won as well. Does the current HEM3 version record all these things correctly on stars or 888? I mentioned that after each session, I would manually import it but it always had these incorrect amounts.

What is the best way to have more hud stats show up? I have a good amount of hud stats showing for players and can't add anymore as there is too much stats on the table. I recall you said there is an option where you could click on the hud and then the hidden hud shows up with more stats? But if you do this, you still have to click on the hud each time right?

Right-click a hand in any report and use the 'Tag >' menu. There a few different default options, and you can use the 'Add New Tag...' option to create your own. There is a 'Tag' report for reviewing the hands by Tag, and there are also Tag filters directly in the reports between the two grids, or in the Filter Editor.

Regards,

Fozzy71
Customer Support
Hold'em Manager

I replied to your duplicate post on our forums - https://forums.holdemmanager.com/showthr...

Regards,

Fozzy71
Customer Support
Hold'em Manager

This is explained oon our FAQs here - https://kb.holdemmanager.com/knowledge-b...

Do I Need to Re-Purchase If My Annual Support & Maintenance Expires?
- You can simply resume your existing Support & Maintenance for up to 2 years after initial expiration date.
- When you resume within 2 years, you will receive a discount on renewal price instead of having to pay the full initial price.
- After 2 years have passed since Support and Maintenance expiration, full initial price has to be paid to resume the maintenance.

I can't give you an exact price. You need to login to our site and check the price/cart there.

Yes, HM3 version 3.1.37.0 should get all that information correct as far as I know.

You can set your HUD Panel(s) to be opaque (i.e. mostly transparent) until clicked, but they will still be overlaying the table (and somewhat visible) and will require that you click them to be totally visible. The only other thing I can suggest is to add stats to your existing popups, or add a new custom popup tab for the other stats you want to be able to see. Popups will require inout by you to be seen, of course.

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hey, version v3..1.37.0 it so bad I want to cry. How can I go back to older version they were sort of fine? Can you please provide link

What exactly is bad about it? Please send us logs with a detailed description so that we can try to fix your specific issue before we release 3.1.37.1+ or 3.1.38.0. Otherwise you will likely have the same problems when you want to update again in the future.

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 username.

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.

Here is the previous stable version - https://www.holdemmanager.com/download/i...

Regards,

Fozzy71
Customer Support
Hold'em Manager

Hi Fozzy, I just wondered if I can find out how often I raise first in the co? IE it goes fold fold and I open some x% of the time.