Usually this is a to do with the wrong configuration or import folders not setup correctly. Please see the following FAQ on how to setup your configuration for Pokerstars http://hm2faq.holdemmanager.com/ques...er+Stars+Setup and this FAQ to check and make sure you have your Auto import folders setup correctly http://hm2faq.holdemmanager.com/questions/2931/Site+Setup
Please also note that Play money tables are not supported.
Please enable the Settings > Feature Logging > [x] 'HUDStats' and 'FastPoker' option and increase the Max number of log files option to 10 so old logs are saved with date/time stamps. You can also enable this before you launch HM2 from the Start Menu - http://hm2faq.holdemmanager.com/questions/2581/Feature+Logging#startmenu
Please reproduce the problem and:
- Attach a screen shot of the table/desktop
- Try to include the Active Sessions tab and/or Sessions Report that also includes your windows clock and poker client lobby clock in the screen shot
- Save a copy of the original Hand history for the table with the issue
- Close HM2 and attach your HM2Logs folder with a detailed description of what you were doing and what problems you were experiencing - http://hm2faq.holdemmanager.com/questions/1921/How+Do+I+Send+a+Log+File+to+Holdem+Manager+Support%3F
With all the above information we should be able to narrow down what is causing the issue. If all the information is not included we will need to email you again to request it.