Before contacting support, we strongly recommend checking the possible solutions from this list:
Make sure you have activated the license key in the program Configuration (F12) / Other Options / License;
Make sure that the purchased HUD is linked to this license key Configuration (F12) / Other Options / License, the name of the purchased HUD should be displayed under the license key;
Make sure you use the EDGE subscription if you play in Global Rooms or the PRO subscription if you play in Asian / Chinese poker rooms.
Make sure you have installed the HUD into the program folder: C:\Program Files\Hand2Note. To check if you have, go to C:\Program Files\Hand2Note\Config\Hud profiles, if there are “GT” profiles in the folder,everything has been installed correctly;
- If dashes are displayed in all stats fields
Check the current subscription to the program and the HUD you’ve purchased. The subscription and the HUD should not be lower than the limit that you are rebuilding;;
If program limits and the HUD match, but you still experience problems with stats building, go to: Configuration (F12) / Game Types and click “Reset to default”, then re-configure and click Clear and Build stats in the main program window.
- If the HUD is not displayed on the tables
Make sure you have set the nickname in Configuration (F12) / Rooms correctly.
If you play fast tables “Zoom / FastForward” or play with a dynamic HUD, you need to use: StarsHelper or SessionLord for PokerStars, 888Caption for PacificNetwork, PartyCaption for Party/Bwin, IPokerTools for iPoker network, WPNTools for WPN.
- Bugs and solutions when playing in Asia/China
Make sure that you have valid ASIA or PRO subscription, or your free trial is still active.
Make sure that you don’t run other converters simultaneously with Hand2Note.
If you use VPN inside the emulator, HUD’s stable operation is not guaranteed. It is recommended to use VPN in Windows if it’s necessary