If something goes wrong

Most problems have a quick fix. This page goes through what PokerLens tells you when something is wrong, what each message means, and how to reach us when you need help.

"Something went wrong"

If part of the PokerLens window runs into an error, a window headed Something went wrong opens. Read the first line: it tells you that PokerLens HUD is still running — your session, the tables being watched and the HUD were not touched, and your hands are still being kept. You don't need to close PokerLens to be safe.

The window shows the error itself in a box you can select and copy, and tells you the folder where the whole of it is written down. Click Close and carry on. If it keeps happening, copy the error and send it to us (see Getting help below).

Where the log is

PokerLens writes a log of what it does — which sites it is watching, the hands it keeps, anything that fails. It is in:

%LOCALAPPDATA%\MyLiveHud\logs

Paste that into the address bar of File Explorer to open it. There is one file per day, and the last fourteen days are kept. When you contact support about a problem, attaching the log for that day helps us find the cause much faster. The log doesn't contain your cards or your opponents' screen names at its normal level of detail.

The HUD is missing or wrong at a table

• Open Live Tables and click Restart HUD. It takes every HUD down and draws it again — use it when a table shows a HUD it shouldn't, or none at all. See Move the HUD panels or restart the HUD.
• A band across the table saying The stakes for this table exceed your license, please upgrade means the table is above what your license covers, so no HUD is drawn and the hands there aren't kept. Click the word here to open your license settings.
• A notice The HUD is on another machine means your account's HUD is running on your other computer. This one keeps Reports, the Hand Replayer, Notes, Marked Hands and Color Markers. Click Activate this machine to bring the HUD here. See Sign in to PokerLens.

Screens are dimmed with a license message

• Your free trial has ended or Your license has ended — the HUD is paused until you upgrade or renew. Your hands, notes and reports are all still there. Click here in the message to open Settings › Licence. See Small Stakes, Pro and your trial.
• Signed in on too many machines — your account is already in use on every machine your license covers. Sign out on one of them, or sign that machine out from your account page on the website, then click Try again.

Hands aren't being tracked

• Check Settings › Poker sites. A site that says Not configured isn't being watched yet — click Configure. See Set up your poker sites.
• Turn on Warn when a folder goes missing under All sites, so PokerLens tells you if a hand-history folder disappears instead of quietly pausing.
• Hands played while PokerLens was closed are caught up when it opens, as long as Import on launch is on. You can also bring them in from Import Hands.
• On Small Stakes, hands from tables above your limits aren't kept, and once your database reaches 200,000 hands no more are added.

Getting help

• Search these help pages — most answers are here.
• Use the support chat on pokerlenshud.com, or go to support.pokerlenshud.com.
• Email [email protected]. Tell us what you were doing, what you expected and what happened instead, and attach that day's log file.