Printable View
Checking the hand replayer (viewer) during zoom play can cause the viewer and client to freeze, sometimes for minutes at a time. Seems to happen more when I am playing more zoom tables (4 at one stake), like the viewer is getting overloaded from the influx of hands.
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 - https://www.dropbox.com/s/t2y0i8qkhg...0logs.mp4?dl=0
b) Also send the following HM3Logs 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 (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 short video showing how to collect those HM3logs - https://www.dropbox.com/s/diahy56xhr...s%202.mp4?dl=0
- If you receive an error that the logs could not be copied to the desktop you can send them manually as instructed at the end of this FAQ - https://support.holdemmanager.com/su...les-to-support
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 like https://wetransfer.com/ or https://www.filedropper.com/ and copy/paste the download link directly into the support ticket email.