Technical Issues

  • I get an error message when installing stating "Error opening file for writing". What should I do?

    This error message is caused by having PokerAce Hud running while you are installing the new version. The easy thing to do is to abort the installation, close PA Hud, then attempt the installation again. If you don't have PA Hud open and still receive the error, reboot your computer, then do the installation. You should have no problems after rebooting.

  • PokerAce Hud is listing my tables, but not displaying any stats.

    If PokerAce Hud is listing the tables, that means you have it configured to read from the site correctly. The most likely problem is a filter you have enabled or not using the PokerTracker database that contains the stats.

    In some rare instances, if you have PA Hud configured to read from a directory that PokerTracker is moving processed files to, it can cause stats not to display. Make sure you do not have PA Hud configured to read from any such directory. Also, do not place these directories inside of directories that the poker sites write hand histories to.

    The first thing you need to do is to make sure PokerTracker is importing hands. The import window in PT will tell you how many hands are being imported. Make sure they are. If they aren't, you'll need to contact PokerTracker support to figure out why.

    If PT is importing, and you still aren't getting stats, in PokerAce Hud, bring up the Preferences. Switch to the "Filters" section. Make sure that every checkbox is unchecked. Make sure that all player ranges have been deleted. Try setting the minimum hands required value to something small, like 5 or 10 hands. Save the preferences and see if you get stats after a few minutes.

    If you still don't have any stats after disabling all filters, go back into the Preferences, switch to the "Databases - Holdem or Omaha" section (depending on what you're using), and make sure every database listed is highlighted, or selected. Save the preferences and see if you get stats now.

    If there are still no stats, and you are using the cache feature, go back into the Preferences, switch to the "Databases" section and uncheck the "Use Database Cache" option. Save the options and restart PA Hud.

    If after all this, you still aren't seeing stats, contact support via the forums or support system. Be sure to mention that you've done all of these steps.

  • PokerAce Hud is not listing my tables.

    If PokerAce Hud is not listing your tables, that means one of two things. Either you don't have PokerAce Hud configured properly for the site, or the site has recently upgraded their software and that broke PokerAce Hud's compatibility.

    To make sure you have PokerAce Hud configured correctly please review the documentation to make sure you have everything configured properly.

  • PokerAce Hud doesn't work properly on Windows Vista. I can't press any buttons on the tables.

    Please Download and install the latest beta version.

    It is required that you run PokerAce Hud, PokerTracker, and each poker site you play on as "Administrator". To do this, right-click the icon you use to launch the applications, select Properties and click Advanced. Check the "Run as administrator" option in the window that appears.

    This came from a user who had problems: "Vista has a hidden Admin account that you have to install PA Hud under. With the tool TweakUAC, you can turn this account on if you turn the UAC off. Reboot your computer and install PA Hud. After installing, you can turn the UAC back on." I cannot verify this information as I do not run Vista, but you could give it a try if you are having problems.

  • PokerAce Hud is displaying stats, but they aren't updating while I play.

    The first thing you should check is to make sure that PokerTracker is importing hands. The PokerTracker import window will tell you how many hands are being imported. Check this to confirm that hands are importing.

    If PokerTracker is importing, but the stats still aren't updating, check the Refresh Rates you have set. In the PokerAce Hud preferences, under the "Refresh Rates" section, check to make sure you have valid rates set. The first thing to check is to make sure you have a range that covers players with zero hands. Also make sure there are ranges for all hands. Do not leave gaps. The documentation shows how the ranges should be set.

  • I cannot create a log file

    It may be necessary for you to disable User Account Control (UAC). Please see the Tutorial: How to Disable 'User Account Control' (UAC)

Registration

  • I need a new Registration Code

    Your PokerAce Hud registration allows you to use PokerAce Hud on two computers that you own or exclusively use. This is a lifetime license, which means you can always have PA Hud on two of your computers. If you buy a new computer, simply uninstall PA Hud from your old computer and install and register it on your new computer. If you reinstall Windows on your computer, just register using your code. Once you change your registration to a new computer, you cannot reinstall it on your old computer. Doing so will cause your registration to become flagged and render PA Hud inoperable for you.

    If you did not keep the email your registration code originally came in, you can request another copy of it.

  • I got a message that my registration has been flagged. What does this mean and how can I fix it?

    The most common reason for a flagged registration is an invalid use of your registration code. Your registration is good for two computers that you own or exclusively use. That means you can install PA Hud on your desktop and your laptop, or your desktop and your work computer (provided you don't share it with coworkers). You are not permitted to register PA Hud on more than two computers, or to share your code with a friend.

    If you get the message that your code has been flagged, contact support. Explain your situation and perhaps your code can be unflagged.

  • I got a message that my registration needs updating. What does this mean and how can I fix it?

    This message is caused by not allowing PokerAce Hud to connect to the registration server to verify your registration. Make sure you have no firewall or privacy software running that might be interfering with the communication. If you are behind a proxy, make sure you have it configured in the PokerAce Hud preferences.

    If you get this message and the date that is displayed is not the actual current date, you will need to fix the date on your computer.

  • I would like to sell or transfer my registration to someone else.

    If you have used your registration code, you cannot transfer your registration to another person. Attempting to do so will result in your registration code being rendered useless.

    If you have not used the code, you are allowed to transfer the code to someone else. Open a support ticket and tell us the person's name and email address.

  • How long will it take to get my registration code?

    The automated order handling service will fill most orders within five minutes. Occasionally there will be an order that requires manual entry, and that may take up to 24 hours.

  • How long is my registration good for?

    When you register PA Hud version 1.--, you will receive all 1.-- upgrades for free.

    If a version 2.-- comes out, there may be an upgrade fee.

  • Can I make my payment through a poker site transfer?

    No, we can no longer accept payment from any poker sites as payment for PokerAce Hud or any PokerTracker products. This is against the online site's gaming license.

  • Why does the credit card link take me to PayPal?

    PayPal handles the credit card transactions for PokerAce Hud license purchases. To pay, click the "PayPal, Click Here to Buy" button under the credit card registration page. The PayPal page you are taken to will either have a section for your credit card information, or it will have a section labelled "Don't Have a PayPal Account?" with a "Click Here" button on it you will need to click. Follow the directions that are given.

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