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 downloaded the latest update of the HUD from your personal account:

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;


Make sure you have adjusted the presettings correctly:
shaolin hud


- 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 none of the steps helped, create a new database and import the handhistory again: How to delete/create/relocate a database


- If the HUD is not displayed on the tables

Make sure you have configured the auto import paths in Hand2Note and in the Poker room correctly: Customization of poker rooms

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.


If no solution from this list helped, try to reinstall Hand2Note by downloading the installer from the website of the program:

How to uninstall Hand2Note correctly

If for some reason you do not want to uninstall the program, you can completely remove the HUD and install it again after downloading the installer from your personal account:

How to uninstall GT-HUD correctly


- 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

If nothing helped, please send logs to by archiving the folder C:/ProgramFiles/Hand2Note/logs

How to send logs correctly


Was this helpful?

Yes No
You indicated this topic was not helpful to you ...
Could you please leave a comment telling us why? Thank you!
Thanks for your feedback.

Post your comment on this topic.

Post Comment