Hand history not saving in Windows

There are known causes of hand histories not saving to your computer's hard drive. First, ensure you have the option enabled by going to the main lobby and selecting:

  1. Settings
  2. Playing History
  3. Hand History
  4. Make sure the option Save My Hand History is checked. If not, please check it and click Apply Changes.

If Save My Hand Histories is activated and your hand histories are not getting saved to the folder specified, below are some suggestions that should solve your problem:

  • Change folder destination: It is possible that the folder where you are trying to save the files is write protected (Program Files folder is often protected). To fix this, simply go back to the Instant Hand History options and set the folder to Documents or similar folder outside of the Program Files folder.
  • Your configuration file is corrupted: To fix this one:
    1. Go to Help.
    2. Select Open My Settings Folder then close the software.
    3. In the newly opened folder, locate the file named user (or user.ini).
    4. Right-click on it and select Rename, then name it user.old and press Enter to confirm the change (renaming this file will revert all user-defined options to their default setting and you will need to reset those options).
  • A third-party tool is conflicting with our software: Please try running the program without any third-party program and if your hands are saved normally then the problem is related to the third-party application.

Should these suggestions not resolve the issue, please let us know and we will gladly provide further assistance.

We would like to remind you that all real money hand histories are archived and can be requested by following these steps:

  1. Tools
  2. History & Stats
  3. Get Hand History

Alternatively, request them directly from Support. In the event that you are missing hands please specify the information required and we will be happy to provide your missing hands.

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