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How To Send HM3 Log Files To Support

You can send HM3 log files to support in a few different ways, depending on whether HM3 can be launched:

If HM3 Can Be Launched

  1. Reproduce the Problem:
    • Click the 'Send Feedback' button in the left sidebar menu or from the 'Help' menu at the top.
    • If prompted, select 'Yes' to submit an error report.
  2. Submit Details:
    • Provide a detailed step-by-step description of the issue, so we can attempt to reproduce it.
  3. Support Ticket:
    • This action creates a support ticket to track your issue. Tickets automatically close 7 days after our response, but you will receive an email reminder after 5 days of inactivity. Tickets can be reopened if needed. You can view all your tickets in the lower right corner of the support page under Account Options after logging in.

If You Cannot Use the Automated System

  1. Close HM3:
    • Ensure HM3 and the Holdem Manager Server icon in the system tray are closed.
  2. Check Task Manager:
    • Open Windows Task Manager (Ctrl+Shift+Esc) and end tasks related to 'Holdem Manager 3', 'HM3 HUD', and 'HoldemManager.Server' if they are still running.
  3. Copy Log Files:
    • Use the Utility: Go to Start Menu > All Apps > Holdem Manager 3 > 'Copy HM3 Log Files to Desktop'.
    • If you encounter a message that HM3 can't find the desktop, it may be due to OneDrive settings. Disable OneDrive for your "My Documents" and "Desktop" folders by following these instructions, then retry copying the logs.
  4. Zip and Submit Logs:
    • Zip the files (Ctrl+A > Right-Click > Send to > Compressed (zipped) folder) and attach them, including the \Archive folder, to a new support ticket here. Provide a detailed description of the actions leading up to the crash. For direct access, visit your WeTransfer and include the download link in your support ticket.

If the Copy Logs Utility Doesn’t Work

  1. Find Logs Manually:
    • Navigate to C:\Users\{UserName}\AppData\Roaming\Max Value Software\Holdem Manager\3.0\

      and zip the entire folder. If you can't see this directory, refer to this guide to view hidden files.

  2. Zip and Attach:
    • Right-click the folder, select 'Send to' > 'Compressed (zipped) folder', and attach the zip file to your support ticket.
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