HM3 crash with Pokerstars

[PatrickCao]

Just today, HM3 has been acting up with Pokerstars. Everytime I log about 10 hands, the system crashes. Have tried resetting HUD to default, not much better. Restarted computer, same.

Same message
"Holdem Manager 3 database server encountered an error and has to shut down. Press OK to send error report and exit."

[fozzy71]

Please create a support ticket 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.

- 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'
- Then zip* and attach all (Ctrl+A - Right-Click - Send to - Compressed (zipped) folder) files in that folder to a support ticket here with a detailed, step by step, description of what you did before the error. Here is a direct link to your My Tickets page.

*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 click '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.com or google drive.
- https://help.dropbox.com/files-folde...utside-dropbox
- https://support.google.com/drive/ans...DDesktop&hl=en

[PatrickCao]

Thank you. I have tried as suggested. I'm stuck at the stage of copying the HM3 log files. When I click this button from the start menu, the message is that the Desktop Folder cannot be found.

Please help

[fozzy71]

Thank you. I have tried as suggested. I'm stuck at the stage of copying the HM3 log files. When I click this button from the start menu, the message is that the Desktop Folder cannot be found.

Please help

- Windows put your "MyDocuments" and "Desktop' folders on OneDrive.
- You can read here about this OneDrive option here.
- Just disable it in the OneDrive settings then you should be able to collect the logs.

If you continue to have problems:

- 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.
- When sending any files please zip them (right-click > send to > compressed folder) before attaching them to an email.

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 the backup file to to a file hosting site like dropbox, then right-click - 'copy dropbox link' and paste the download link directly into the support ticket email. If you have any problems with dropbox please try using google drive or filedropper instead. Here is a direct link to your My Tickets page.