HM3 freezes and crashing all the time

[HyperR]

Just upgraded from HM2 to HM3, and the software is freezing and crashing all the time. I deleted the database, because I thought the import of almost 3 mio cash hands caused it. But this doesn't help at all.

Could my virus scanner be the reason for this? For now I am really upset, paid a lot of money and don't even can get started

[fozzy71]

Which Operating System, Firewall, and AntiVirus are you using?

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:

- Uninstall any 3rd party security software bundles.
- Reboot your computer
- Download and install HM3 again from this link - https://www.holdemmanager.com/download/index.php?product=HM3&channel=stable
- 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).
- Install Microsoft Security Essentials (unless you are using Windows 10) for antivirus/malware protection and update it - https://support.microsoft.com/en-us/help/14210

Please let us know if that does or does not solve your issues.

If you continue to have problems:

Please create a support ticket (https://support.holdemmanager.com/support/category/19) with a link to this thread and your forum username.

Please duplicate the issue 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:
- 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 (https://www.dropbox.com/s/t2y0i8qkhgnjnzr/how%20to%20collect%20and%20zip%20event%20viewer%20 logs.mp4?dl=0).

- 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 in that folder to a support ticket here (https://support.holdemmanager.com/support/category/19) with a detailed, step by step, description of what you did before the error.
- Here is a direct link to your My Tickets page (https://support.holdemmanager.com/user/mytickets/).
- Here is a short video showing how to collect those HM3logs (https://www.dropbox.com/s/diahy56xhry04wm/how%20to%20collect%20and%20zip%20hm3%20logs%202.mp 4?dl=0).

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 like Dropbox (https://help.dropbox.com/files-folders/share/share-outside-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 WeTransfer (https://wetransfer.com/) or FileDropper (https://www.filedropper.com/) or FireFox Send (https://send.firefox.com/) or Google Drive (https://support.google.com/drive/answer/2494822?co=GENIE.Platform%3DDesktop&hl=en) and copy/paste the download link to us.