Please always tell us what specific site you are playing and what version number of HM3 you have installed when reporting problems. I can't know what might be causing the problems unless you reproduce the problem and send us screenshots, logs and hands from a session as instructed in our
HUD Troubleshooting FAQ.
a) Please reproduce the problem and:
- Take a screenshot of the table/desktop before and after the problems
- Try to include the Live Play tab, your poker client lobby and
a browser page of this site visible in the screen shot.
b) Click the 'Send Feedback' button from the left sidebar menu, or from the 'Help' menu at the top, and send your logs and config files with a detailed description of the problem.
- Send the screenshots in the same/new support ticket the Send Feedback system generated for this issue.
- Attach a copy of the original Hand history for the table with the issue.*
- Here is a direct link to
your My Tickets page.
With all the above information we should be able to narrow down what is causing the issue. If all the information is not included we will need to email you again to request it.
*All original hands that are auto-imported get moved to an archive for performance reasons. Your \HM3Archive is in C:\HM3Archive by default, but you may have put it anywhere. The archive should be organized by \Network\Month\DayOfMonth (example: C:\HM3Archive\SiteName\HM3Archive\2016\07\31). It is configured in the Tools - Settings - Import menu.
When sending any files please zip them (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, 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
FileDropper or
FireFox Send or
Google Drive and copy/paste the download link to us.