Please reproduce the problem and click the 'Send Feedback' button from the left sidebar menu (or from the 'Help' menu at the top), or choose 'Yes' if prompted to submit an error report, and send your logs and config files with a detailed step by step description of the problem that we can use to try and reproduce the problem.
This will generate a support ticket that we use to keep track of customer support issues. Tickets will automatically close 7 days after we respond, and we will email you a reminder after 5 days with no reply, but they can always be re-opened again if the problem is not resolved or returns. You can view all your tickets in the lower right hand corner of the support page in the Account Options tile after logging in.
If you are unable to send the logs with the automated system for any reason you can also send log files manually:
- 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 - All Apps - Holdem Manager 3 - 'Copy HM3 Log Files to Desktop'
- If you get a message that HM3 can't find the desktop or copy there that means that Windows put your "MyDocuments" and "Desktop' folders on OneDrive so you have to disable it in the OneDrive settings then you should be able to collect the logs - https://support.office.com/en-us/article/back-up-your-documents-pictures-and-desktop-folders-with-onedrive-d61a7930-a6fb-4b95-b28a-6552e77c3057
- Then zip and attach all (Ctrl+A - Right-Click - Send to - Compressed (zipped) folder) files (and the \Archive folder) in that \Desktop\HM3Logsfiles folder to a new support ticket - https://support.holdemmanager.com/support/category/19 - with a detailed description of what you were doing before the crash. Here is a direct link to your My Tickets page.
- Note: If the attachment is larger than 10MB please upload them to a file hosting site like https://wetransfer.com/ and copy/paste the download link to us in the support ticket.
If none of that helps you to collect the logs to your desktop:
- Please zip the entire C:\Users\{UserName}\AppData\Roaming\Max Value Software\Holdem Manager\3.0\ folder.
- If you can't see it, turn off the windows option that is hiding that directory - How to see hidden files in Windows (External Link)
- When sending any files please zip them (right-click > send to > compressed folder) before attaching them to a support ticket.