Navigate inside the folders and if you see any files in the folders you need to move them to the archive. i.e. cut/delete from those folders and move/paste to the C:\HM3Archive folder. Do NOT move the folders, only files if you see any. If you do not see any files in those folders then don't do anything, except reproduce your problems and send us your log files.

That just means you enabled some additional logging options. This should only ever be done when we ask you to send additional logging for a bug report. Once you have reported that issue and sent the logs you can clear any feature logging options to disable it again.

HM3 - Tools - Settings - down the left list near the bottom select 'Feature Logging' menu and click 'Clear' then click 'OK'.

No, we do not want you to send us your database files. We want you to send the Event Viewer and HM3logs zip files that you collected on the desktop.

If you see any FILES in those folders, move them to the archive folder. Do NOT move the folders to the archive folder, only move any hand history files you see in the folders. If you do not see any files in those folders then don't delete/move anything, just reproduce your issues and send us the log files.

Fozzy71
Customer Support

1. Okay I do not see any files in those folders below when I click on each of these folders. So I won't do anything with this.

users/myname/appdata/local/pokerstars/handhistory
users/myname/appdata/local/pokerstars/tournsummary

users/myname/appdata/local/888poker/handhistory



What do you mean reproduce your problems and send us your file? So you need me to be playing on 888/party again with hem3 running and when the program occur go to feedback and send the report? Because I done this at least few times already when the issue was happening. I was told no report of this was ever sent... that I only got one report sent and that was when I sent the report while i wasn't playing at the moment because when I saw that message I sent, it was when I wasn't playing. So you going to have me send 2 different reports to you in send feedback?




2. I have no idea when and how i enabled logging. So I don't do this until I send you the report?



3. So the folders you want me to send to you... it is event viewer and hm3log zip files you collected on your desktop. Okay so i see 2 files on my desktop. One is a folder called event viewer logs thats about 770kb. The other is this icon grayish notebook icon with a red x and a yellow exclamation point that is about 20mb. So these are the 2 files you want me to attach?

Yes, we need you to reproduce the issue then send us your event viewer application logs and HM3 logs files in a new support ticket.

If we told you that your 'Send Feedback' logs are not coming through to us for some reason then you have to create a support ticket and collect, zip and send the logs manually as instructed in this guide.


Turn off any HM3 - Tools - Settings - Feature Logging before you collect and send us the log files.


The event viewer file you need to send should be a *.evtx file that you compressed into a *.zip file as was instructed in the previous post and video. I have no idea what that 2nd file is. If you followed the instructions in the FAQ linked above and in the previous reply there should be a folder on your Desktop named 'HM3logs' that you right-click and compress to a 'HM3logs.zip' file to send to us.

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

Please reproduce and screenshot the error and send us both your Windows Event Viewer application logs, and your \Desktop\HM3logs\ folder of files, as instructed below with a detailed description of what you were doing and what problems you were experiencing:

a) Open Windows Event Viewer's (Control Panel - System & Security - Administrative Tools or Start - Search - 'Event Viewer') - Windows Logs - Applications.
- Check for any errors and send the information (right-click - Save All Events As...) and compress*/attach that file to this support ticket.
- Here is a short video showing how to collect those event viewer logs.

b) Close HM3 and the Holdem Manager Server icon in the system tray.
- If it is not running or fully launched please open your Windows Task Manager and right-click - End Task on 'Holdem Manager 3', 'HM3 HUD' and 'HoldemManager.Server' if you see them.
- Click Start (Windows Icon) - Holdem Manager 3 - 'Copy HM3 Log Files to Desktop'
- Then zip and attach all (Ctrl+A - Right-Click - Send to - Compressed (zipped) folder) files (and the \Archive folder) in that \Desktop\HM3Logs folder to this same support ticket with a detailed description of what you were doing before the issue.
- Here is a short video showing how to collect those HM3logs.

Note: When sending any files please zip them (select all files with CTRL+A > 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 wetransfer or filedropper and copy/paste the download link directly into the support ticket email.

Fozzy71
Customer Support

I did Step A yesterday.


The 2 files I had... one is an .evtx files as when i right click it, thats what it shows it is. The other file called event viewer folder... it basically looks like this







Event viewer (local)
custom views
windows logs
applications and servications lo
saved logs
event viewer logs
hem log files
hem log files 1
hem log files_1
hem log files_2
hem log files_21
subscriptions




Is that the 2nd file above or not?

In the step A with the event viewer... I did that yesterday. Around the 52 second mark, you see how there is 2 things on the desktop... the event viewer log in one icon at the bottom... and the event viewer logs on the top of it that is a compressed folder.



You want me to send the one that is in a compressed folder right? And not the one below that that has the red x and yellow exclamation point and has the words event viewer logs in it? Because that one is 20mb. The compressed folder is only 770kb or so.



In step b, i watched the video.


The HM3logs file folder is around 131mb.


Then I did the compressed and now its 15mb. So I have to use those sites like wetransfer to upload it as oppose to just sending it via feedback?



I created a wetransfer account. But what is the email that I need to send it to? Since I cannot click on help and send feedback and upload those 2 files there right since its over 10mb?

You must have had some old hands stuck in an auto import folder, that would hopefully have then been archived to C:\HM3Archive. Open the HM3 - Tools - Site Settings - Auto Import Folders menu for each site and then select and open each folder with the '...' button so you can make sure there are no longer any hand history files stuck in the various auto import folders. If you find any files in those folders just 'Cut' them from their location and move/paste them to a sub-folder of the C:\HM3Archive folder.





When I went to stars and 888, stars and 888 has the


c:/users/myname/appdata/local/pokerstars/handhistory
c:/users/myname/appdata/local/pokerstars/tournsummary


c:users/myname/documents/888poker/handhistory



When I click on the ... for each of these 3... there is a folder for each of them but when you click it, it shows


This folder is empty.



Again last time I created a new hem3 database... but then the next time I opened hem3... it was importing hands and tournaments.




Will those 2 files that I will send you on wetransfer show any of this though? I know those 2 files I send you will show you the errors that Im getting but will it show you that? Again in the reports, you could see tournament results from months ago etc.

Dear HM 3 Team,

First of all, I really enjoy the new version of HM! It runs more smoothly on my computer and I feel its overall more userfriendly / easier to handle with some nice new features. Well done

However, I have one problem which arises when trying to filter for different tournament types. I play lots of 33$ on demand PSKO MTT-SNGs on pokerstars. How can I filter for this game type in the "overall" section of the "reports" tab? I tried filtering for buyin 30+3 and select "bounty" but that doesnt work. I cant really filter for field size given this always changes due to it being on demand.

Please advise. Thanks for your help

best regards

It sounds like that should do what you want but I don't have a comparable database to be sure. If you are having problems filtering you will need to reproduce/screenshot the issue then send us the screenshot, logs and your actual database for testing as instructed below.

a) 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.

b) Please also send us the actual database for testing.
- Close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- The *.hmdb files are saved by default in C:\Users\{Username}\Documents\Holdem Manager 3\Databases
- If you can't see the extension, turn off the windows option that is hiding that extension.
- Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.
- When sending any files please zip them (select all files with CTRL+A > 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 wetransfer or filedropper and copy/paste the download link directly into the support ticket email.

Fozzy71
Customer Support

Send us the compressed zip file you created from the *.evtx file.


Yes.


You didn't have to create a wetransfer account and you do not need to email us. You need to create a support ticket by using the 'Contact Support' option on this page as I instructed and paste the wetransfer URL into the ticket as shown in this video example.

Fozzy71
Customer Support

No, the logs will only show us what happened during the last run of HM3, not what happened back when you created the database.

After you send us the logs for the lag issues please try to create a new empty database. If it imports old hands again then create a new support ticket and send us a new zip/copy of the \Desktop\HM3logs folder about that issue separately.

Fozzy71
Customer Support

Okay went to contact support and submitted a ticket and sent the 2 files. I had put the subcategory as Submit Hand Histories / Importing. Is that an issue? Was it suppose to hem3 installation/configuration instead? Or it doesn't matter? Ticket #694540.



I went to create a new database. After doing this, I closed HEM3. Then I reopened HEM3. So to see if any hands are being imported again, click on recent reports and see if anything shows up? Or what else i have to click on to see if any old hands are still being imported?


Again last time when I create new database, maybe the second or third time i opened hem3 client, it started importing few hundred hands and tournaments. Then i saw a few tournament results from the last two or three years etc.

That is fine. Someone will likely reply to your ticket later today.

Just open any report, or open the Select Player at the top of the HM3 software, to see if there are any hands/players in the new database you created.

Fozzy71
Customer Support

Okay thanks. It did not show any report or player at the top of the hm3 software for now.


So I tried testing only 888 tables with 888caption and with hem3. I was trying to see how many tables i could play without lagging. The moment i have 8 tables or so open... tables start freezing and you see the words not responding on the 888 tables. Then after a bit... tables all close and client crashes and closes. I then reopen the client and log in. Tables are loading.. but then it freezes and same thing... not responding and client crashes and closes again. Basically i could not do anything at the tables. So imagine 8 tables of 888 reopening... but for each tournament you have the lobby for each tournament load as well...so that is like 16 windows trying to reappear in the windows task manager.. and as by the time the 7th lobby try to reappear, you see not responding in many of these lobbies and eventually the client crashes yet again.


What I did notice was after the first crash, i got an icon appear on my desktop called crash.checkpoint. Its like an icon that is like a blank page so to speak like a blank page icon. Is this icon related to 888 or is it related to hem3?


What I then did was turn off hem3. Then reopen the 888 client again. But i do have 888caption on. But when tables reappear, same issue as the lobbies try to reappear causing the freezing and client crashing. So after a while, I then closed 888caption before trying to log into 888 again. By the time I do this, all my tables reappear without much lag but the thing was it was only 5 tables by then. And none of the lobbies reappear either because I didn't have 888caption on.


Only then... did i open 888caption again and those 5 lobbies for those 5 mtt did reappear slowly. But it didnt freeze or cause client to crash. I assume thats because 5 tables is fine. But i noticed no lag or anything when I didn't have hem3 turned on from 5 tables downwards.


So with the 2 files I sent you guys, and this description, HEM3 surely plays a bit of a factor in this? Again i know the 888 software is really bad... but certainly hem3 does play a role in this since i had so many crashes in hem3 and errors etc? That event logs folder i sent you guys... you should see tons of errors.

I am not familiar with that file but from what I can find on google it is likely a dump file for a application crash. If 888 is the only thing actually crashing then it is likely that. You can try opening it in a text editor to review it, or zip/send it to them and ask them about it.


Do you have the same problems if you restart your pc and play 888 without using Stars Caption or HM3?

I haven't reviewed your logs yet as I was busy yesterday afternoon with some live play testing when you posted the ticket number. One of our techs left a note that he didn't really see anything significant in your log files. Did you make sure to reproduce the lag/crash issues before you collected and sent those logs? I will review your logs now with our remote support tech to see if we can see anything in the logs and then reply directly to the ticket about anything we might see in the log files.

Fozzy71
Customer Support

When I play on 888, I always have to have 888caption on and a hud. Its hard to play without either. I was just testing some tables on 888 with both the hud and caption to see how many tables I could play before issues arrive. Then I reopened client after the issue and decided to stop hem3 and also the caption. But no i did not restart it without using caption or hm3. The thing is people in the 888 thread said its their software that is the issue since one person seem to have issues even few tables with microsoft edge. I use chrome. But im pretty certain hem3 plays a role in this too because when using hem2... the issue was no where as bad as hem3.



No I did make the lag issues before i collected those logs. But i had these lag issues not long ago. So that is necessary to do this? Wouldn't it be able to check few days ago though if there was issue? Thing is you see lot of errors in the events log file. The thing is each time i have these issues, everything gets frozen i lose chips at all my tables because of this eventually to busting out of most or all tables. So you want me to open a bunch of low stakes games to test this all out then?



So open bunch of 888 tables and party and then get the lag where everything literally freezes, then do the steps mentioned above? So after all the programs freeze and crash, do you need me to close all those programs, 888/party/hem3/caption before I do this? Because when these issues occur, im pretty sure chrome has issues as well and literally I cannot do anything I believe until I either turn off hem3 hud or just close the program. Again the only way the lag ended was turn off hem3 hud and just close the 888 client. I then had to restart party as well and only then did tables reopen... but the moment i open 888 and hem3, same thing occur. So you want all these issues to occur, then close all these programs and do these steps? If so, i have to do this at some cash games then. Again the reason why I think hem3 is involved in some way is because when using hem2... it was no where close to as bad on party/888.

I didn't see any errors regarding 888 in the event viewer logs and didn't see any errors, exceptions, or warnings in the most recent set of HM3 client/server logs. I think there was maybe one older error in the event viewer for a Party Poker issue but most of those older errors in the event viewer you are referring to were non-critical PostgreSQL messages that are only happening because you have an older version of PostgreSQL installed for HM2. HM3 doesn't use PostgreSQL, it uses SQLite.

I replied to your ticket in more detail with some questions and also asked if you could try to zip and send that crash.checkpoint file to us to see what that might show. I wouldn't try to go out of your way to reproduce the problem again but if it happens again please send new event viewer and HM3 log files in a support ticket.

Fozzy71
Customer Support

Okay. I find that strange then because when you open the event viewer logs... you see lot of information right? Then when you scroll down the mouse... you see ton of red exclamation point and errors? This is in the saved logs event viewer logs.


Do I need to install the new version of sqlite for hem2 though if i am still using hem2?

Right, those are mostly/all non-critical errors related to an old version of PostgreSQL being used for the HM2 databases.

HM2 uses PostgreSQL, HM3 uses SQLite. You do not need to install a newer version of either program.

Fozzy71
Customer Support

My computer recenly died and I went to an older computer that had HM3 alpha on it. I had done a virus check and quarantined a suspicious file but unfortunately it was a HM3 file and I couldn't figure out how to restore it. I tried to uninstall and reinstall but starting it gets stuck on initializing views

Ever since I switched to Ipoker two weeks ago, the HM plots the graph for last x hours incorrect. For example, if I played a 1000 hand session, it will only show about 300 hands. This only affects this (last x hours) graph output, the monthly graph is correct, the sessions reports are also correct, for the exception that HM seems to think that I start my sessions two hours later. If I start 17:00 CET it will show 19:00.
I double checked the ipoker client to see if my local time was off but it was correct: it's CET.
I have the latest version of HM3.

What to do and how can we fix it?

Please update to our latest beta version of HM3 from this link.

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

Please zip and email the original problem hand histories and tournament summaries to us as instructed at the bottom of this FAQ with a link to this thread and your forum name. Make sure you also include screenshots of your reports/filters and a detailed description by tournament number, session, hole cards, filter, stat, etc. of some of the errors we need to test.

Fozzy71
Customer Support

So my credit card is about to expire this month (i just got new one in mail) and I tried to update credit card on HM3 website but it said something like "agility to update credit card is coming soon". So i deleted that credit card and tried to add a new credit card (its the same one, just the up to date unexpired version) and it wouldn't let me add any new payment method at all. So I have no payment method for any of my HM3 subscriptions.

I also dont plan to buy any other new HM3 apps etc any time soon which is one way to add a payment method. Not sure what to do now. It will be months before HM3 auto renews my subscriptions.

That is not something we can help with on the forums for security reasons. You will need to send a support ticket to our sales team so they can review your account and help you get the updated card info on your account. Please login to your account on our site and email your questions to to our sales team via the 'Contact Support' link.

Fozzy71
Customer Support

hello, so couple updates ago i posted about a problem regarding positioning of note window not saving its place on the desktop, everytime i open it its in a different place. So problem is still there and i was wondering is there any update about it or is someone really trying to fix it or is it just forgotten.. Almost 1 year ago i bought hm3, still havent used it mainly due to this..