Holdem Genius™ Support

Please visit the Tutorial page for more information.

If Holdem Genius™ is having difficulty reading the cards on the table, there are a few possible causes for the error:
1. Your copy of Holdem Genius™ may be out of date. Please click here to download the latest version of Holdem Genius™.
2. There are a few settings in the various poker rooms that can affect Holdem Genius™:

You may have changed the table size at your poker site. Holdem Genius™ is able to read default-sized tables only. It is able to automatically resize tables at some sites, but at others you may need to manually restore the default size.

Here are resizing instructions for some of the more popular sites that feature table re-sizing:
Full Tilt: Click the 'Layout' tab on the upper right corner of the screen and select 'Back to Default Size'
PokerStars: Click the screen icon near the chip stacks on the PokerStars table. Select 'Cascade Tables' to restore the default size.
Absolute Poker: Click the 'D' near the Options menu on the Absolute table to restore the default size.
Betfair Poker: Click the '1:1' button on the upper right corner of the Betfair screen to return to the default table size.

Likewise, Holdem Genius™ may encounter difficulties if you are using a different graphical theme or 'skin' than the default. Try switching the theme to the default.

Holdem Genius™ may have difficulties reading the table if you have enable 4-color decks. Make sure that you turn this setting off in your poker room. Please note that Holdem Genius™ has its own 4-color display option. Simply click 'Options' on the Holdem Genius™ screen and then check the box beside 'Display 4 color deck in this program'.

Finally there are some Windows display settings that can affect the performance of Holdem Genius™:

The color quality of your display needs to be at least 32-bit. To check this, go to Control Panel in Windows and click on Display to open the Display Properties screen. The quality should be listed there.

Your display's DPI setting must be 96 DPI. Any changes to this can prevent Holdem Genius™ from reading the table. Click on Advanced inside of the Display Properties screen to check your DPI setting.

If none of these settings appears to be causing the problem, please contact us so that we may investigate further.

Pot odds may not work correctly at certain casino sites if your display is set to use Clear Type fonts or if it has a DPI setting other than 96 DPI.

Here is how to turn Clear type Fonts off in Windows XP:

1. Right click on the desktop and select Properties. 2. Select the Appearance tab and press the Effects... button. 3. Next to the words "Use the following method to smooth edges of screen fonts", either uncheck the checkbox OR select "Standard" from the dropdown field.

Here is how to do so in Windows Vista:

1. Click the Windows Icon to open the start menu and then select Control Panel. 2. Enter the word "Clear" into the search bar at the upper right of the Control Panel. You should get a link that says "How to use ClearType to sharpen the screen text". 3. Click the link to bring up a help text about ClearType. This help text will include a link to open the Appearance Settings menu. 4. In the Appearance Settings menu, select Effects and in the 'Use the following method...' box, switch to Standard instead of Clear Type. Click OK, and then Apply.

Here is how to check your DPI setting in Windows XP:

Right-click your Desktop and select Properties, then Settings, then Advanced, then Display DPI.

And here is how in Windows Vista:

Right-click your Desktop, select Personalize and then click 'Adjust font size (DPI)' on the left side of the pop-up window.

If Clear Type fonts are disabled and the DPI is set to 96 but Holdem Genius is still not displaying the Pot Odds, please Contact Us and we will investigate the issue.

If Holdem Genius™ is misreading the occasional card, it is usually the case that you have an old version of our software. Click here to download the latest version of Holdem Genius™.

If you already have the latest version of Holdem Genius™, then the poker room in which you are may have been recently upgraded, in which case we are probably in the process of updating Holdem Genius™ in order to maintain compatibility. If the problem persists, please contact us so that we may investigate further.

If your copy of Holdem Genius™ is no longer giving you the option to attach it to your poker table, it is most likely because the poker room you are using has recently upgraded. Please make sure that you have the most recent version of Holdem Genius™ by visiting our upgrade page. If the problem persists, please contact us so that we may investigate further.

Some of Windows Vista's enhanced security features can interfere with Texas Calculatem™'s ability to read the screen at some poker rooms. Please make sure to run the application as administrator and disable the UAC (User Account Control) in Vista.

How to run a program as the administrator:

Right-click on the program, and click on "run as", you will get a small window with the option to select to run it as administrator. Check that option please.

Here is how to disable UAC in Vista:

1. Open Control Panel.
2. Click on Security
3. Click on Security Center
4. Click on Other Security settings
5. Click on User Account Control
6. Select the option "Turn off"

Texas Calculatem™ connects to the server for the following reasons:

• To automatically check for upgrades and improvements
• To obtain card location information for the various poker rooms
• For purposes of software fraud prevention
• To check hand count

Internet security programs vary, so we recommend that you check the documentation for your particular software. Here are instructions for some of the more common ones:

Norton Antivirus
You need to open up Norton Internet Security and then click on the Personal Firewall button in the main screen.

Next, click on Configure. Then, choose Programs. Find Holdem Genius™ in the list of Programs and make sure that the Internet Access column says "Permit All".

Windows Firewall
You'll need to configure the Windows firewall to allow Holdem Genius™ access to the Internet. Here is a resource that explains this:

http://www.microsoft.com/windowsxp/.../sp2_wfintro.mspx

If you have any other questions, please do not hesitate to contact us.

We apologize that we have inadvertently alarmed you. Some anti-spyware applications detect our software as malware or spyware but we can assure you that this is not the case.

When an anti-virus scanner reports a file as being infected, when in fact it is not, that reporting is considered a false positive. Many anti-virus software applications give false positives to tracking software because of how it functions. You can set your anti-virus to allow the process to run.

When you have received the error "Deny Wrong Volid" it means that the software is already linked to the computer you first installed it on or you have reformatted your computer. In order to use your license again, you will need to reset it. You can reset it yourself by clicking on I want to move my license to a different computer.

Keep in mind as per our End User License Agreement, your Holdem Genius™ license is good for use on one computer at a time.

You must launch the poker room through the poker odds calculator interface. If you already have the poker room you would like to use the poker odds calculator on open, you must close it and launch the poker room through the poker odds calculator interface.

Yes. If you would like to use the Holdem Genius on multiple tables, just open a new table and the attach box will appear on the side of the table.

Yes. If you would like to use Holdem Genius™ on two different rooms at the same time, you will have to launch the second poker room through the Holdem Genius™ icon located on your desktop or in your program files and launch the second poker room through the Holdem Genius™ interface, just like the first launch.

As our license agreement states, a single Holdem Genius™ serial # may only be used on a single PC. If you have recently re-installed Windows, reformatted your hard drive, or if you wish to move Holdem Genius™ to a different computer, you will need to generate a new serial #. Please fill out the form below. If that does not work, contact us via this form. You should receive a response within 2 business days.

Holdem Genius™ supports well over 250+ poker rooms and we are adding new ones all the time. Click here for the complete list.

Your Holdem Genius™ license has a duration of one year. If you received your license some time ago, then it may have expired. In that case, you may obtain a new license either by signing up for a different participating casino or by purchasing a license directly from us.

If you have already received a new license and you are having trouble entering it to replace your old one, you may need to manually delete your old license information. To do so click 'All Programs' on your Windows Start Menu, select 'Holdem Genius' and then click on 'Configuration'. Click 'Erase' and close the configuration application. This will prepare Holdem Genius to accept a new unlock code.

Please note, the following applies for players who have received a free license through our casino sign-up offer.

When you first receive your license through one of our casino partners, it will be locked for use on that particular site only. Once you have played 1000 real-money hands* your license will automatically be unlocked for use on all compatible sites.

You may check your total real-money hand count at any time by going to our Hand Played Counter page. *Cash hands at ring games are counted towards the 1000 real-money hand limit. Real-money tournaments do not count.

Please note that if you play at the poker room without using the calculator, your hand count will not be counted.

As per our End User License Agreement, your Holdem Genius™ license is good for use on one computer at a time.

If you wish to use Holdem Genius™ regularly on both computers, you will need to obtain a second license.

If you wish to move Holdem Genius™ from one computer to another on an infrequent basis (e.g. to a laptop while travelling, or to a new computer), you may do so by clicking on "How do I obtain a new unlock code for Holdem Genius?". This will allow you to generate a new unlock code, which enables Holdem Genius to be switched to another computer.

When you first receive your license through one of the participating casinos, it will be restricted for use on that particular site. Once you have played 1000 real-money hands your license will automatically be unlocked for use on all compatible sites.
You may check your total real-money hand count at any time by going to our Hand Played Counter page.

As our license agreement states, a single Holdem Genius™ license may only be used on a single PC. If you have recently re-installed Windows, reformatted your hard drive or if you wish to move Holdem Genius™ to a different computer, you will need a new unlock code. Please fill out the form below to generate a new unlock code. If the form does not work, contact us via this form. You should receive a response within 2 business days.

Your real-money hand count is always available for you to check at the following page: Hand Count Check Please be aware that your hand count is reported periodically, so changes to your total may take a few business days to appear.

After receiving the license code for free, your license is locked to that room where you signed up with. But as soon as you have played 1000 real money hands in that room, the software will automatically be unlocked and become usable at over 250+ other supported rooms! Please note that you must play 1000 real money ring games (cash games) for the software to be unlocked. Real money tournaments do not go towards the count.

Please note that licenses directly purchased from us are immediately usable at all compatible rooms.

Directive advice given by 3rd party advice while playing at Full Tilt Poker is prohibited under Full Tilts Terms of Service. We have worked out an arrangement with Full Tilt Poker to allow this software to be used with advice disabled. For more information on what programs can be used with Full Tilt Poker please see their Prohibited Programs page here http://www.fulltiltpoker.com/prohibited_programs.php.

The reward email containing the download link for our eBooks is sometimes mistaken for junk email by our recipients' email servers. If it has been more than 2 business days since you earned one of our eBook rewards, please contact us so that we can make sure you receive it.

If you are not sure whether you may eligible for a reward, feel free to check your hand count by visiting our Hand Played Counter page.

There are two ways to obtain a Holdem Genius™ license: Option #1 You can get a free license by signing up with one of our affiliated poker rooms by using the links and bonus codes on the free license offer page. The offer page will have a set of numbered steps to follow. Click on each step for more detailed information. Option #2 You can purchase a license from us directly by visiting our secure order page. Please note that all licenses have durations of one year. They are not automatically renewed. If you wish to renew your license you can obtain the second one by either of the above options.

If you have signed up for a Holdem Genius™ license through one of our special casino offers, you should receive your license within 2 business days. If you haven't received your license after this period of time, please contact us. We will need the following information to be able to verify your registration: your name, the poker room with which you registered, your screen name at that poker room, and your email address. Once we receive your information, we will contact the casino on your behalf. We will then contact you again once we receive a response.

If you have already received a new license and you are having trouble entering it to replace your old one, you may need to manually delete your old license information. To do so click 'All Programs' on your Windows Start Menu, select 'Holdem Genius' and then click on 'Configuration'. Click 'Erase' and close the configuration application. This will prepare Holdem Genius to accept a new unlock code.