This is common with new software like ours that hasn't been downloaded by a lot of customers yet that can report the false positives to antivirus companies. You need to report it as a false positive to your antivirus vendor so it won't affect other HM3 users with the same antivirus in the future, then remove the file from quarantine and/or reinstall the software and make sure to exclude HM3 from scanning by by your AntiVirus.

Open your Windows Defender (or chosen AntiVirus program) > History tab:
1) Select the files if they are from holdemmanager with that checkbox on the left side, then in the bottom right of the window click 'Allow Item'.
2) Start HM3.

I will also ask our QA/Testing Manager to make sure he submits each beta/stable release to Windows for white list when he makes releases going forward to try and help prevent this on our end.

Fozzy71
Customer Support

What site/game is that? Was one screenshot perhaps taken with pre-fetched HUD displaying for the observed hands before your first played hand had been imported, and the 2nd screenshot after that? Did you check that same player a hand or two later to see if he was then being filtered? The Stack Size filters should apply to all the players the same as they are applied to all players based on each player's stack size.

If you continue to have problems:

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Restart HM3 and make sure HM3 and the HM3 Server (Auto Import/HUD) is fully started.
- Launch your poker client(s).

Please reproduce the problem and:

a) Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page.
- Attach a copy of the original Hand history for the table with the issue*

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

Fozzy71
Customer Support

Do you know any of the specific version numbers that were getting flagged for that? If so, please post them here and our QA/Testing Manager said he would submit those in addition to the recent/future builds.

Fozzy71
Customer Support

3.1.9.5853 and 3.1.9.0 were the two that got flagged today, they're older builds so probably something changed in Defender. It was the installer .msi files that were flagged, I already had the install folders whitelisted.

Thanks for the details. I forwarded your information to our QA/Testing Manager.

You should be able to safely delete those old of builds at this point. You only technically need to keep just the one *.msi file in your \Downloads folder for the most recently installed version to be able to update to the next version when it is released, or to be able to uninstall HM3 if necessary for any reason.


Fozzy71
Customer Support

Will I still be able to use HM2 next year as long as card catcher keeps getting updated? I’m still talking with HM2 support trying to get HM3 to work but it doesn’t work. Only the hud works, but it resets like every 20 hands and none of the hands are recorded within HM3 for post hand reviews. Possible something to due with the synchronizing cloud issue I mentioned a week ago, I turned off Dropbox etc but it hasn’t helped

I can't say for sure as I am not a developer but in theory if they keep writing hands in a format that HM2 supports, and the Ignition software table window headers don't change, then it seems like it should keep working. We had some issues with tournaments last week but that was caused by an Ignition server side update that they later reverted. I haven't had any reports of issues from users since then that weren't a simple configuration issue. I will do some testing on both cash and SNG or MTT later today if I have time.

Make sure you have the latest beta version 3.1.11.6172 of HM3 installed also.


Are you playing cash or tournament tables? What is your current support ticket number in our system? Here is a direct link to your My Tickets page.

If you click the active player at the top of the reports and 'Select Player...' then search for, and select, the 'Hero' screen name with the Ignition icon do you see the hands?

Please see our HUD Troubleshooting FAQ and if that does not help then please send the requested logs, screenshots, and hand history files in a new support ticket as instructed below to avoid that issue copying logs to desktop. Make sure you include a link to this thread and your forum name. If our IHG team doesn't see anything obvious in the images, logs and hands causing the problem I will just try to schedule a remote support session with you personally to figure out what is going on.

HM3 and the HM3 Server/HUD, and the Ignition Hand Grabber (IHG) app processes must always be started before you open the Ignition poker client software. If the Ignition poker client is closed for any reason you must shut down HM3 and restart it fully again.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Start HM3 and wait for the HM3 server to start. You will know it has started when the 'Start HUD' button switches to say 'Stop HUD'. If that doesn't happen then you can start it via the HM3 - File - 'Start Auto Import' option.
- Once the HM3 HUD/Server is fully running you can then start the Ignition client.

Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.

If you then have any problem with import errors or a HUD not appearing:

a) Take a screenshot of the table/desktop before and after the problems.
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem along with a link to this thread/post and your forum user name.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/
- Select all the hands for this session in the 'Sessions' report with the Ctrl+A keys then right-click - 'Export' those hands and zip/attach them as well. We need the grabbed and exported versions of these hands to compare with the logs to look for name mismatches.
- Close HM3 and exit the HM3 Server then save a copy of the original Hand history for the table/session with the issue and zip/attach those also.*
* All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.


Fozzy71
Customer Support

It’s ticket #T534764 . I only play cash games on igntion. Hm2 support just responded This morning Telling me to keep hm3 up to date. I will try to update HM3 later in an hr. I’m on windows 10. Hand histories are being written in the AppData\Roaming\Max Value Software\Holdem Manager\3.0\HandHistory\Ignition In my C drive but for some reason they disappear and get deleted without a trace within a day or two. I will try to look within hm3 later when I get chance in an hr

I apologize for all the problems. That ticket is incredibly hard to follow with so many replies from you about HM2, etc. I just replied again with the following instructions and moved it to our Ignition Hand Grabber support inbox so I will see it in the future if you reply again to my instructions I sent, but it would be best if you start a new ticket using the instructions below to send us logs, screenshots, and hands from a short session where you are having problems. The only logs on that ticket so far are from 04Aug2020 but you didn't buy HM3 until 05Aug and the IHG app can't be used in trial mode.

Please update to our latest beta version of HM3 from this link - https://www.holdemmanager.com/downlo...3&channel=beta

Make sure you have selected your Ignition site 'Hero' screen name as shown in the attached example image to see hands from our Ignition Hand Grabber (IHG) app, or the Ignition client manually downloaded hands.



1) Check that hands are being saved by the Ignition Hand Grabber (IHG) app to the folder configured in your HM3 - Tools - Site Settings - Ignition - Auto Import Folder menu:
- https://support.holdemmanager.com/su...3/250/Ignition
- https://support.holdemmanager.com/su...-Grabber-Guide
2) Make sure that same folder is set in HM3 - Tools - Site Settings and assigned to the correct Poker Site
3) Make sure you enabled the HM3 - File - Start Auto Import option.
* Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.
4) Check that the hands are importing to HM3:
- Open Tools - Import Details and go to the Live play tab
- You should see new hands coming in there when playing and see them in the HM3 - Reports too
5) When hands import the HUD should appear and you should be able to see your player's 'Hero' screen name.

HM3 and the HM3 Server/HUD, and the Ignition Hand Grabber (IHG) app processes must always be started before you open the Ignition poker client software. If the Ignition poker client is closed for any reason you must shut down HM3 and restart it fully again.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Start HM3 and wait for the HM3 server to start. You will know it has started when the 'Start HUD' button switches to say 'Stop HUD'. If that doesn't happen then you can start it via the HM3 - File - 'Start Auto Import' option.
- Once the HM3 HUD/Server is fully running you can then start the Ignition client.

Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.

If you still don't see a HUD is there a HM3 HUD icon on the table or is there nothing at all at the table?

If you continue to have problems:

a) Take a screenshot of the table/desktop before and after the problems.
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/
- Select all the hands for this session in the 'Sessions' report with the Ctrl+A keys then right-click - 'Export' those hands and zip/attach them as well. We need the grabbed and exported versions of these hands to compare with the logs to look for name mismatches.
- Close HM3 and save a copy of the original Hand history for the table/session with the issue and zip/attach those also.*

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

Fozzy71
Customer Support

Hello so I just updated HM3 to latest version. It was out of date before today. I looked under screen names in HM3 like you suggested and I found my "Hero" alias. I see all my new HM3 hands now, i replayed some hands, it looks like it worked. I imported HM2 archive folder a few days ago since "import HM2 database" wouldn't work in HM3. My database is about 3 gb. It imported alot of hands but I was still missing like 75% of my hands still. Which is bizarre since I assumed HM2archive should contain all my hands.

I will check later to see if the HM3 hud still resets every 20 hands. I couldn't see my HM3 hands earlier because I was looking at the wrong alias. I was looking at my Hero alias in HM3 from the hands I imported from HM2. It's labeled as Hero as well but Card Catcher treats Igntion as Ipoker network or something.

How do I combine my old HM2 hands and my new HM3 hands together within HM3 since they're listed as two separate aliases? Do I just create a new alias?

Also cash game stakes lists each type as 1/2 nl full ring, 1/2 nl HU etc. What I want to do is combine each stake where all 1/2 nlhe hands are combined instead of listed by 1/2 full ring, 1/2 nl HU, etc. Hope that makes sense. Basically I want it listed the way HM2 did it.

Also, Bitdefender keeps labeling Ignition hand grabber as malware and keeps closing it. The only way I got Hand Grabber to work was to disable bitdefender. I can't find the exact location of the Hand Grabber app so that I can add it to bitdefender exceptions. Hand Grabber records hands to AppData\Roaming\Max Value Software\Holdem Manager\3.0\HandHistory\Ignition but I dont see the Hand Grabber app in that folder.

It depends on what exactly was used to write those hands in the HM2 database, and your HM2Archive, for HM2. There may be some known/open issues with regards to hands written by 3rd party grabbers for IGN or APC sites, or some other issues for natively supported HM2 sites that are specific to hands in your database that we need to address.

- Please create a support ticket with a link to this thread and your forum username.
- Please backup your HM2 database/settings as explained here.
- And zip/compress the \HM2Archive folder.
- Make sure you also include screenshots of your reports and a detailed description by tournament number, session, hole cards, stat, etc. of some of the errors we need to test.

Then upload the backup file and HM2Archive.zip file to to a file hosting site like or dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox please try using google drive or filedropper.com instead. Here is a direct link to your My Tickets page.
- https://help.dropbox.com/files-folde...utside-dropbox
- https://support.google.com/drive/ans...DDesktop&hl=en


Did you edit any of the HUD - HUD Options - 'Filters'? Those settings can drastically change what the HUD shows at the table. Do your HUD Options - Filters appear the same as the default ones in the linked image here? If not, change them so they do.



If that doesn't fix the issues, please reproduce the problem and attach a screenshot showing the HUD, the Cash Results By Stakes Report (or Tournaments by Buyin report if you don't play cash games) for one of the selected players with the problems, and pictures of the HUD Options Filters and attach your \HM3logs files to a support ticket as explained in this FAQ.


You can add the IGN site 'Hero' to your existing alias if you created one, or imported one from HM2, or create a new alias for any player(s) by clicking the active player alias/screen name then click 'Edit Aliases...' to add to an existing alias or create a new alias. You can even make an alias for a single player, like my 'Stars Play Money' alias in the image below, if you often post images of the graphs/reports publicly and don't want your site screen name to be known publicly.



HM3's 'By Stakes' report breaks them down by stakes + seats, unlike HM2. This feature request has been documented in detail and provided to the developers for future consideration. *

HMT-5346: Report Request: 'Cash By Stakes (HM2)' without the 'Seats' (6 Max, Full, HU) included

If you want to be notified if/when it is added please send an email via the 'Contact Support' link and include "Notify Me When HMT-5346 Is Resolved" in the subject line and body of the email.

The only workaround would be to filter each of those reports by individual stakes and compare the total row at the bottom to compare total hands or stats by stakes between HM2 and HM3, or do similar filtering by stakes in the Overall report of each, etc.

Fozzy71
Customer Support

I've only used Card Catcher to record all my Igntion hands, nothing else. Ill try again in two hours to see if hud works. I restored my HM2 database into another computer a few days ago in Hm2 and all my hands were there. But that's different than the HM2archive.

Also, Bitdefender keeps labeling Ignition hand grabber as malware and keeps closing it. The only way I got Hand Grabber to work was to disable bitdefender. I can't find the exact location of the Hand Grabber app so that I can add it to bitdefender exceptions. Hand Grabber records hands to AppData\Roaming\Max Value Software\Holdem Manager\3.0\HandHistory\Ignition but I dont see the Hand Grabber app in that folder.

I just did a little searching of our developer ticket system and found this open issue from March of this year for a customer that used the Ace Poker Solutions Ignition Card Catcher:

HMT-5266
HM2 Database Import: APS ICC converted hands do not all import

But you said yours imported fine from the HM2 DB directly but not from the \HM2Archive folder, is that right?

If you import that HM2Archive folder to a new HM2 test database do the results match what you get in HM3, or do they match what it showed in the existing HM2 database? Did HM3 report any import errors when importing the HM2Archive if you check the HM3 - Tools - Import History/Details menus? Import errors we can try to address if you send us the HM2Archive folder in a support ticket with screenshots of HM2/3 reports and the Import History of each but if the HM2Archive imports the same to both HM2 and HM3 without a large number of errors then there isn't much we can do as that would indicate that your HM2 Database somehow had more hands for Ignition than got archived for some reason.

There is a chance that some of your hands that the APS ICC wrote got archived to a different location at some point in time. You could try doing a bit of searching of your system for those specific types of Ignition files (*.txt, *.xml, etc) and or other 'HM2Archive' folders the APS ICC writes those hands in to see if that might be the case. If you have trouble searching with Windows you could try using 3rd party programs like 'FileSeek or 'WinDirStat' for more robust search options.

All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM2Archive is in C:\HM2Archive by default, but you may have put it anywhere. The archive should be organized by \Month\DayOfMonth (example: D:\HM2Archive\2009\07\31) or if it was auto-imported with 7283+ it would be in \HM2Archive\SiteName\YYYY\MM\DD.* It is configured in the Site Setup - Auto Import Folders menu.

Fozzy71
Customer Support

This is common with new software like ours that hasn't been downloaded by a lot of customers yet that can report the false positives to antivirus companies. You need to report it as a false positive to your antivirus vendor so it won't affect other HM3 users with the same antivirus in the future, then remove the file from quarantine and/or reinstall the software and make sure to exclude HM3 from scanning by by your AntiVirus.

Open your Windows Defender (or chosen AntiVirus program) > History tab:
1) Select the files if they are from holdemmanager with that checkbox on the left side, then in the bottom right of the window click 'Allow Item'.
2) Start HM3.

If you continue to have problems:

Many of those free Norton, Mcaffee, Comodo, Zonealarm, Avira, Avast, AVG, Bitdefender, etc, 'internet security' bundles will not work well with Holdem Manager.

Please do the following steps, so we can get your computer to a state that we know will work with Holdem Manager:

1) Uninstall Bitdefender and any other 3rd party security software bundles.
2) Reboot your computer
3) Please reinstall HM3 (no need to uninstall it) to be sure your antivirus didn't prevent some of the HM3 files from being installed previously. Here is a direct link to the installer file - https://www.holdemmanager.com/downlo...3&channel=Beta
4) Enable Windows Firewall's recommended settings through your Control Panel, turn off Windows Defender (unless you are using Windows 10, in which case it should be enabled).
5) Install Microsoft Security Essentials (unless you are using Windows 10, in which case it was replaced by Windows Defender mentioned in step 4 above) for antivirus/malware protection and update it - https://support.microsoft.com/en-us/help/14210


Fozzy71
Customer Support

Are you saying I shouldn’t use bitdefender at all if I want hm3 running. I have a paid yearly version of it as well as malwarebytes. I’m on windows 10. Normally I can click allow app when something is quarantined but for some reason it won’t let me do that with igntion hand grabber.

I haven’t tried out ur recommendations yet in the post directly above me, I will later.

I use bitdefender because from many reviews Windows Defender isn’t that great at detecting viruses, etc and bitdefender is said to be a lot more effective

HM3 v3.1.11.6117 - Bodog MTTs - Table Tamer 1.5.2.1.
HUD is not working, hands are not being imported and there is no HHs written on SSD.
Tried to restart both HM3 and Bodog, nothing changes.

There is probably some conflict between Table Tamer and your Ignition Hand Graber. I would imagine 95% of people who will use HM3 for Bodog/Ignition will also use Table Tamer if it will be functioning.
So probably you should make your hand grabber compatible with Table Tamer

Also HM3 is using 8gb RAM when i start it and while playing around 4-7GB. Is this normal or what is going on?

That is what I am saying, as BitDefender is known to cause a number of problems with HM3 in general. This is the first I have heard of any AV having issue with that particular app so I will forward your comments to our QA/Testing Manager so he can discuss your issues with the Ignition Hand Grabber (IHG) app developers to see if there is anything they can do/suggest to prevent that. The only other AV I can suggest (other than Windows Defender) that causes the least/no conflicts that I am aware of are ESET or Kaspersky.

Fozzy71
Customer Support

- Does it work if you play a single MTT without Table Tamer? If so, that is something you should ask their support about. They have to make their app compatible with HM3, not the other way around.

You are the first person I know of ever mentioning Table Tamer when reporting HM3 issues with IGN when using Table Tamer, so your 95% estimate seems high. Have you contacted their support directly to ask them if this is a known issue, or if they have any suggestions? Did you make sure that TT is set to 'Run As Administrator'? If not, please see if that helps and if it does not help then contact their support directly to see what they have to say.

I have never used that software but it looks like they have some sort of trial that I can try later today after I am done with my support work to see if I have any issues.

If you have the same issues with TT completely closed:

1) Check that hands are being saved by the Ignition Hand Grabber (IHG) app to the folder configured in your HM3 - Tools - Site Settings - Ignition - Auto Import Folder menu:
- https://support.holdemmanager.com/su...3/250/Ignition
- https://support.holdemmanager.com/su...-Grabber-Guide
2) Make sure that same folder is set in HM3 - Tools - Site Settings and assigned to the correct Poker Site
3) Make sure you enabled the HM3 - File - Start Auto Import option.
* Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.
4) Check that the hands are importing to HM3:
- Open Tools - Import Details and go to the Live play tab
- You should see new hands coming in there when playing and*see them in the HM3 - Reports too
5) When hands import the HUD should appear and you should be able to see your player's 'Hero' screen name.

HM3 and the HM3 Server/HUD, and the Ignition Hand Grabber (IHG) app processes must always be started before you open the Ignition poker client software. If the Ignition poker client is closed for any reason you must shut down HM3 and restart it fully again.

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Start HM3 and wait for the HM3 server to start. You will know it has started when the 'Start HUD' button switches to say 'Stop HUD'. If that doesn't happen then you can start it via the HM3 - File - 'Start Auto Import' option.
- Once the HM3 HUD/Server is fully running you can then start the Ignition client.

Take a seat at one table, allow the HUD to appear before you open a second table and wait for the HUD to appear there before opening a third e.t.c.

If you still don't see a HUD*is there a HM3 HUD icon on the table*or is there nothing at all at the table?

If you continue to have problems:

a) Take a screenshot of the table/desktop before and after the problems.
- Try to include the Live Play tab, Tools - Import details - Live Play and Errors, your poker client lobby and a browser page of this site - https://time.is/ - visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue. Here is a direct link to your My Tickets page - https://support.holdemmanager.com/user/mytickets/
- Select all the hands for this session in the 'Sessions' report with the Ctrl+A keys then right-click - 'Export' those hands and zip/attach them as well. We need the grabbed and exported versions of these hands to compare with the logs to look for name mismatches.
- Close HM3 and save a copy of the original Hand history for the table/session with the issue and zip/attach those also.*

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.


- What is your hard drive model, RAM and CPU? You can find this in your Control Panel - System - Device Manager. Please see this FAQ for our recommended/optimal system specs.
- If you have an 'Alias' selected as the active player try selecting a specific site screen name with fewer hands and exit HM3, close the HM3 server, and restart HM3.
- Does disabling the HM3 - Live Play - [ ] 'Automatically refresh' option help eliminate that busy cursor issue and improve your performance?
- How big is your database and how many hero hands are in the database?* How many tables do you typically play at the same time when you see these issues?* How long is your average session?
- Does it help if you open the HM3 - Apps - NoteCaddy menu and 'Disable NoteCaddy'

If you continue to have problems: Please create a support ticket via the 'Contact Support' link with a link to this thread and your forum username. Please reproduce the problem and attach a set of log files and a screenshot and detailed description of the issue in the support ticket you created.

Fozzy71
Customer Support

- The location for the ignition grabber: C:\Users\USER\AppData\Roaming\Max Value Software\Holdem Manager\3.0\Apps\Ignition Hand Grabber
- We can try submitting the grabber to Total Virus to see if BitDefender detects it and then submit it to bitdefender to see if they can whitelist it in a future update.

Fozzy71
Customer Support

I’ll add it to exceptions and see what happens. HM3 kept getting closed down due to bitdefender but I was able to stop hm3 from closing because I knew the exact location of hm3 and could add it to exceptions.

So far, HM3 works. The HM3 hud works fine now, it does not reset every 20 hands anymore after I updated hm3. Also the Hm3 hand histories are being recorded correctly in HM3 for post session review.

I just noticed an issue with the hud, when a player leaves and another player takes his seat, the hud is not resetting to zero. Instead their hud stats get combined. How do I stop this?
The only major issue i have now with HM3 is that I still can’t import my entire HM2 database into HM3.

When I purged hands a while ago from Hm2, the hands were gone from my database. However, when i imported Hm2 archive I saw a lot of the hands I purged awhile ago. How do I delete and purge hands from HM3 so that the hands are gone forever and don’t take up any space on my hard drive?

Some tables I wait over 25 min but no hud appears. I always wait until hud appears before opening new table. Is there some table finder feature like in HM2 where I can drag hud onto each table. The weird thing is even if the hud doesn’t appear, the hands are being recorded in HM3 correct.

Is there a way to change the default hud that appears without clicking the hud button in the top center? I have my own custom hud just a few basic stats, but it seems when I change the default hud to my custom hud, Huds on any new tables that are opened up afterwards, no hud will appear on those new tables....could be wrong

Please create a support ticket with a link to this thread and your forum username.

Please backup your HM2 database/settings as explained here.

Make sure you also include screenshots of your reports and a detailed description by tournament number, session, hole cards, stat, etc. of some of the errors we need to test.

Then upload the backup file to to a file hosting site like dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox please try using google drive or filedropper instead. Here is a direct link to your My Tickets page.


Fozzy71
Customer Support

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Restart HM3 and make sure HM3 and the HM3 Server (Auto Import/HUD) is fully started.
- Launch your poker client(s).

Please see our HUD Troubleshooting FAQ and reproduce the issue then send the requested logs, screenshots, and hand history files in a support ticket as instructed at the bottom of that FAQ with a link to this forum thread and your forum username.

Some customers find it easier to send the logs during the session from directly in HM3 as instructed below, instead of sending them manually after the session.

a) Please reproduce the problem and:
- Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, your poker client lobby and a browser page of this site visible in the screen shot.

b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue.
- Attach a copy of the original Hand history for the table with the issue.*
- Here is a direct link to your My Tickets page.

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.

*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.

When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email. If the attachment is larger than 10MB please upload them to a file hosting site like Dropbox, then in Windows File Explorer right-click (DropBox Icon) 'Share' > 'Create Link' > Copy Link' and right-click > 'Paste' the download link directly into the support ticket email. If you have any problems with Dropbox try using FileDropper or FireFox Send or Google Drive and copy/paste the download link to us.

There is no manual Table Finder in HM3 like there was in HM2. We have an automated Table Selection tool but that only appears on sites/tables where we know there are specific issues with the automatic attachment of the HUD.


If you (1) left-click the Table 'HUD' panel you can (2) choose the HUD you want to use then (3) open the menu again as shown in the attached image to set it as the default profile for that table type:



You will need to do the same for each site you play. These HUD settings are saved and can be managed/created in the HUD - HUD Options: 'Profile Select' menu.

Fozzy71
Customer Support