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Help with Crashing issues?

If Holdem Manager is crashing, please follow these steps to fix the problem or narrow down what is causing the problem:

  1. Update Holdem Manager
  2. Delete Config Folders
  3. Give Holdem Manager Admin Privileges
  4. Update Graphics Card
  5. Disable Aero in Windows (Vista/Win7)
  6. Run Vista or Win7 in XP Compatibility Mode
  7. Disable or Reduce Hardware Acceleration
  8. Rule Out Corrupt Config Files
  9. Rule Out AntiVirus or Firewall Problem
  10. Narrow Down the Cause of the Crash

If you are still experiencing issues, please send us your Log File

More Information Needed From Tech Support (Log Files)


1.  Update Holdem Manager

Often the bug is already fixed and the patch has been released. Please install the latest version by restarting HM2 and when prompted to install a new release do so. If your crash is related to a crash on startup you can manually download the newest full version here: Download Now

Also check out the forums for the latest beta versions which might have a fix:
HM2 Release Forum

2.  Delete config folders:

Before doing this step if you have any custom reports, filters, or scanner profiles setup please do a backup of your settings via the backup tool here: Backup Config Settings

Use the Backup Tool to backup your config settings, then the backup tool will ask if you want to delete your settings.  Once you answer "Y", HM2 will delete the config files and create default config files when HM2 is restarted.

Restart HM2 and see if the problem persists

3.  Give Holdem Manager Admin Privileges Windows 7 or Vista

1) Go to C:\Program Files\Holdem Manager 2 (Program Files (x86) for the 64bit version)
2) Right click the HoldemManager.exe and choose "Properties".
3) Go to the Compatibility Tab and select "Run this program as an Administrator".

    If this option is greyed out, it is because UAC must be enabled.  
  •     Enable UAC
  •     Reboot
  •     Complete Step 3
  •     The UAC can be turned off again if desired

4) Repeat Steps 2 and 3 for HudFuncsApp.exe

4.  Update Graphics Card

As new technologies are released it can cause problems with graphic card drivers. The companies then release patches to fix those issues. Updating can fix both crashing and graphic issues. Click here to see how to update the graphics card driver.

5.  Disable Aero and choose the standard/default theme On Vista or Windows 7

Disable Aero

6.  Run Vista or Windows 7 in XP Compatible Mode

Run in compatibility mode

7.  Disable or Reduce Hardware Acceleration

Hardware Acceleration can solve issues with graphics and crashing issues. Depending on the graphics card driver Windows 7 and Vista users may not be able to disable this. Click here for instructions how to do this.

8.  Rule out corrupt config files as the problem

Sometimes a corrupt prefs.xml file or holdemmanager.config file can cause Holdem Manager 2 or the HUD to crash or lag. To rule this out, install the default prefs.xml file and holdemmanager.config file.

  1. First close Holdem Manager and go to C:\Users\YourName\AppData\Roaming\HoldemManager\Config folder (C:\Documents and Settings\YourName\Application Data\HoldemManager\Config if your using XP).
  2. Make copies of the prefs.xml file and also your holdemmanager.config file which will be in the C:\Users\YourName\AppData\Roaming\HoldemManager folder.
  3. Then delete the originals.
  4. Once this is done, restart HM2 and if prompted update. If you have the latest version you wont get a prompt.
  5. Holdem Manager will create default holdemmanager.config and prefs.xml files.
  6. If this fixes the crashing problem, then it was one of those 2 files that were corrupt. In that scenario, re-configure the import folders and HUD settings. Then use the new default ones.
If however it does not fix the issue.
  1. Replace the defaults with copies by closing Holdem Manager
  2. Delete the prefs.xml file and the holdemmanager.config file
  3. Rename the 2 copies to prefs.xml and holdemmanager.config.
  4. Reboot Holdem Manager and all the settings will be returned.

9.  Rule Out Firewalls/Antiviruses

Sometimes firewalls can prevent access to a file that Holdem Manager needs to run and thus causing it to crash. Unfortunately disabling the firewall does not always fix the issue. See these two FAQ’s on how to remedy that.

Security Software Problems
Windows Defender Issues

10.  Narrow down the cause of the crash

Often it will be a combination of 2 or more programs causing the crash. To rule out other programs causing the issue:

  1. First reboot
  2. Then open only Holdem Manager and the poker client.
  3. Close all non essential programs. Including, MSN, Skype, Teamviewer, Mikogo, Firewall, Antivirus, Internet, Email, AHK scripts, FPHG, PT3, basically every other program running including programs in the taskbar.
  4. If it fixes the crash then introduce one program at a time and try to reproduce the crash.
  5. Continue doing this until the program is found that is causing the problem.

Send us Your Log File

Enable Logging - See This FAQ

Once you enable logging, use the logging tool to get the log files.  See this FAQ on how to get your log files.

Try to provide as much detail as possible about what was happening at the time the crash happened. Was a button clicked, tab switched, hovering over a stat etc.  Please provide step by step instructions for reproducing the crash.

More Information Needed From Tech Support

In some cases, Tech Support may require more information.

The issue may be related to a specific setting, by sending us the config folder and file it will help us duplicate it and prevent the issue from happening in future.

Try to provide as much detail as possible about what was happening at the time the crash happened. Was a button clicked, tab switched, hovering over a stat etc.  Please provide step by step instructions for reproducing the crash.

- Please zip and send us the HoldemManager.config and Setting files:

Use the Backup Utility Tool to get your configuration and setting files.  See this FAQ for information on using the HM2 Backup Utility Tool to get your config files.

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