Holdemmanager 3 multiple problems

[praios]

After using holdemmanager for several days i ran into multiple problems.

1.the Popups dont work at all or very infrequent:
If i click on the state the popup opens but the stats are not being dispalyed 70% of the time. If they get displayed it often takes up to 10 seconds and i can not wait so long while multitabling. Often the stats are also not only delayed but not shown at all, as mentioned first.

2. Holdemmanager crashes very often and i am ask to sent an error report which i usually do.

3. usually if i click the note icon of hm the software crashes.

4. In addition to that, when i play zoom on stars often no stats are shown at all or they lag 30seconds behind until they finally show up.


Please make suggestions on how to fix the issues.

By the way is there no database maintaince anymore in hm3 I remember running it from time to time in Hm2 but wasnt able to find the option in hm3.

[fozzy71]

After using holdemmanager for several days i ran into multiple problems.

1.the Popups dont work at all or very infrequent:
If i click on the state the popup opens but the stats are not being dispalyed 70% of the time. If they get displayed it often takes up to 10 seconds and i can not wait so long while multitabling. Often the stats are also not only delayed but not shown at all, as mentioned first.
...
4. In addition to that, when i play zoom on stars often no stats are shown at all or they lag 30seconds behind until they finally show up.

Is that a custom HUD you created or imported from HM2? Do you have the same problems if you use the HM3 'Standard' HUD profile?

Try to remove any unused or extra popups from the HM3 HUD profile, that you might have imported from HM2. With HM3 it loads the stats for all the associated popups even if you are not using them.

- HM3 - HUD - HUD Editor - 'Profile:' = select the profile you want to edit.
- Options - 'Export' or 'Duplicate' the profile so you have a backup copy before you make any edits.
- Click the 'Popup Groups' button in the upper right corner.
- In the upper left under 'Groups' you can select then 'Delete' any unused popups.

This should help speed up the overall HUD and popups performance.

If you continue to have problems:

- Try to remove positional stats directly in the hud (stats using position item property in the Hud Editor)
- Try to reduce number of stats in the HUD
- Try to disable session stats in tooltips (HM3 - HUD - HUD Options)
- Try to set max number of hands limit lower in HUD Options
- Try to reduce the number of hands in the database (new database and import only a small portion of the hands)
- For popup loading speeds: reduce number of popups and complexity of the popups

If none of that helps:

Please create a support ticket with a link to this thread and your forum username.

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:
- 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.

- 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 with a detailed, step by step, description of what you did before the error.
- Here is a direct link to your My Tickets page.
- Here is a short video showing how to collect those HM3logs.

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, 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 or FileDropper or Google Drive and copy/paste the download link to us.

2. Holdemmanager crashes very often and i am ask to sent an error report which i usually do.

3. usually if i click the note icon of hm the software crashes.

Please create a separate support ticket for each issue via the 'Contact Support' link with a link to this thread and your forum username. Please reproduce the problem and attach a set of log files and a screenshot and detailed description of the issue in the support ticket you created.

By the way is there no database maintaince anymore in hm3 I remember running it from time to time in Hm2 but wasnt able to find the option in hm3.

- Install the SQLite Browser - https://sqlitebrowser.org/dl/
- Restart your computer and leave HM3 and the HM3 Server (HUD Only Mode) closed.
- Launch the SQLite Browser program and then click 'Open Database' option, switch the File Type box to 'All Files' and select your database you want to compact.
- Now click Tools - 'Compact Database...' - 'OK'.
- The process will likely say 'not responding' but just be patient as it can take a good bit of time for larger databases.
- When the process finishes the 'Compact Database' window that had popped up will close and then you can close the main DB Browser software.

Here is a short video example of me showing the process on an old test database - https://www.dropbox.com/s/rxknx2tld0...owser.mp4?dl=0

[praios]

I build the hud myself in HM3. No imports from hm2 were made.There are a ton of stats in it and its way bigger than all the predefined huds. the same is also true for the popups.

I want a complex popup to squeeze the last bit of information out of it and to have the max edge.
Deleting hands would also hurt me because the information im am getting afterwards would be worse.

https://forums.holdemmanager.com/sho...2724&p=2511804

a ton of error reports should have been sent to you today:
https://gyazo.com/8e26a14aae1a148c39e40e6ffa84dcb0

this happend 50 times or something. Once this happend it is nearly impossible to get HM running again. restarting doesnt work. shutting down all HM tasks in taskmanager befor restarting also usually cause a crash shortly after.


feel free to check out my streem to:

https://www.twitch.tv/videos/796977077

for example starting at 2h:39min i restart HM all the time (befor that too). YOu will see that either all the fields are empty or no hud loads or only for some tables.


I also dont get why the maintaince of the database is not included in holdemmanger. This was included in HM2 are we now making steps back and not forward. I dont see any reason why a new Hm version was build ther than economical reasons: charge your costumers extra money, although the new product has not additional or helpfull features which were not included in hm2 already. Actually everything in reality got worse as described.

I am very annoyed by now. I had a lot bigger databases in the past and everything worked a lot more smoth than with the new version and all these bugs really hurt my bottomline and tilt me while playing.

[fozzy71]

I build the hud myself in HM3. No imports from hm2 were made.There are a ton of stats in it and its way bigger than all the predefined huds. the same is also true for the popups.

I want a complex popup to squeeze the last bit of information out of it and to have the max edge.
Deleting hands would also hurt me because the information im am getting afterwards would be worse.

https://forums.holdemmanager.com/sho...2724&p=2511804

a ton of error reports should have been sent to you today:
https://gyazo.com/8e26a14aae1a148c39e40e6ffa84dcb0

this happend 50 times or something. Once this happend it is nearly impossible to get HM running again. restarting doesnt work. shutting down all HM tasks in taskmanager befor restarting also usually cause a crash shortly after.

a) I searched your forum address to find your email address and tickets that were auto generated for the APITimeout problems you are having.

Did you actually try any of the steps I suggested in the original reply yet, in particular these:

Do you have the same problems if you use the HM3 'Standard' HUD profile?

Have you tried this?

Try to remove any unused or extra popups from the HM3 HUD profile, that you might have imported from HM2. With HM3 it loads the stats for all the associated popups even if you are not using them.

- HM3 - HUD - HUD Editor - 'Profile:' = select the profile you want to edit.
- Options - 'Export' or 'Duplicate' the profile so you have a backup copy before you make any edits.
- Click the 'Popup Groups' button in the upper right corner.
- In the upper left under 'Groups' you can select then 'Delete' any unused popups.

Your HUD Profile has a dozen popups but you are only using 6 of them currently. Please try to remove the 6 you are not using, that I highlighted in yellow in the image below:

2020-11-10_09h38_19.png

b) Thank you for sending the Error Report. I see that you have a free space problem according to your HM3 Alert Viewer. Please click on the Alerts icon in the upper right corner of HM3 and check each error message. To solve each problem you will need to click on the blue question mark icon in the Alert Viewer window to be directed to the solution FAQ.

We recommend you maintain more than 20% free space on your system drive. Please see this FAQ to clear up some more free space.

There is a bug right now, that will be fixed in the next beta update, where HM3 is failing to delete older log files. This issue has been documented in detail and provided to the developers to resolve. These changes should be available in the next gold beta release. *While we do not have an exact date for the release, you will receive a prompt to update once available as long as you have enabled the Tools - Settings - General - [x] 'Check for Updates' and [x] 'Prompt for beta updates' options. You can check for new updates via the HM3 - Help - 'Check for updates...' option. You can also check for updates in our HM3 Releases forum here - https://forums.holdemmanager.com/forumdisplay.php?f=278

For now you need to delete them manually:

- Close your poker clients, close HM3 and right-click - 'Exit' the HM3 Server icon in the Windows Notification Tray.
- Open Windows File Explorer and browse to - C:\Users\{UserName}\AppData\Roaming\Max Value Software\Holdem Manager\3.0\Logs\Archive
- If you can't see it, turn off the windows option that is hiding that directory - https://support.microsoft.com/en-gb/...w-hidden-files
- Click 'Ctrl+A' to select all the old log files then click the 'Del' key to send them to the Recycle Bin, or hold 'Shift+Del' to permanently delete the old log files.

c) Since you were so low on free space you may have corrupted the database:

Please try to create a new small/test database: File - New Database* then manually import some hands via File - Import Folder - from C:\HM2Archive and/or C:\HM3Archive - https://support.holdemmanager.com/su...A-New-Database

*Please do not create your HM3 Database in a sub-folder of the \Program Files (x86)\Holdem Manager 3\ installation folder, or any cloud file hosting service (Dropbox, OneDrive, Google Drive, etc) as it can cause database corruptions because it will constantly be syncing the database to the cloud while you are playing/importing. You can configure HM3 to archive any auto imported hand history files to a cloud file hosting service folder if you choose to as that will not affect the SQLite database in any way, and you can obviously store any HM3 database backup files you create in a cloud folder instead of the default path HM3 suggests when backing up databases.

d) If none of that helps:

Please create a support ticket with a link to this thread and your forum username.

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:
- 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.

- 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 with a detailed, step by step, description of what you did before the error.
- Here is a direct link to your My Tickets page.
- Here is a short video showing how to collect those HM3logs.

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, 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 or FileDropper or Google Drive and copy/paste the download link to us.

feel free to check out my streem to:

https://www.twitch.tv/videos/796977077

for example starting at 2h:39min i restart HM all the time (befor that too). YOu will see that either all the fields are empty or no hud loads or only for some tables.

Videos of crashes or problems don't do us any good to watch unless we have the logs from that session sent to us with the video in a support ticket.

I also dont get why the maintaince of the database is not included in holdemmanger. This was included in HM2 are we now making steps back and not forward. I dont see any reason why a new Hm version was build ther than economical reasons:

HM3 uses SQLIte instead of PostgreSQL so we were not able to use any of the old HM2 Database Manager code for vacuum, etc. This feature request has been documented in detail and provided to the developers for future consideration. *If you want to be notified if/when it is added please send an email via the 'Contact Support' link and include "Notify Me When HMT-4431 Is Resolved" in the subject line and body of the email.

[fozzy71]

It also looks like something other than HM3 is using a lot of CPU and RAM:

2020/11/09 15:52:17.491 [39] [HoldemManager.Server:PerformanceInfo:LogInfo(58)] [Info] [Server CPU: 13.87%, Mem: 649.37Mb] [Total CPU: 93.77%, Mem: 10894.4Mb] [GC %: 18.01%]

Check your Task Manager - Processes when playing to see what besides HM3 is using all that additional CPU and RAM. If you are playing at PokerStars try using their new Carbon theme or try using an older version of PokerStars with Aurora disabled as explained in this thread - https://forumserver.twoplustwo.com/2...stars-1780185/

[praios]

I deleted the log files.
Unfortunately I can not do any of the other things.
Reason HM3 is not working anymore at all. If i start it it crushes I tried dozens of times. what should i do now?
Here is the video there i try to open hm3 with and without logging:
https://youtu.be/VYwdALixeu8

[praios]

Every 10th time i get this message: https://gyazo.com/3c835fab051f2fac78b11699082e784a

i had no option to click anything its just loading takes some time and then this message comes up or it crushes and nothing happens anymore.


cant fill in details like email and password. i just get this message rarely all the other times its just crushing

[praios]

Fixed the issue with not loading by reinstalling it. I can not look into the allert, see screenshot:
https://gyazo.com/1669c9240cf3385f6c0dfdcfcbbd6444

[fozzy71]

I deleted the log files.
Unfortunately I can not do any of the other things.
Reason HM3 is not working anymore at all. If i start it it crushes I tried dozens of times. what should i do now?
Here is the video there i try to open hm3 with and without logging:
https://youtu.be/VYwdALixeu8

We are aware of an issue that recently started preventing the launch of HM3 for some customers. The fix will require a new HM3 release to be installed by all customers.

Please update from the link below:
- Download link: https://www.holdemmanager.com/downlo...channel=stable
- Forum post: https://forums.holdemmanager.com/sho...d.php?t=542754
- Release FAQ: https://support.holdemmanager.com/su.../Release-Notes

Every 10th time i get this message: https://gyazo.com/3c835fab051f2fac78b11699082e784a

i had no option to click anything its just loading takes some time and then this message comes up or it crushes and nothing happens anymore.


cant fill in details like email and password. i just get this message rarely all the other times its just crushing

Fixed the issue with not loading by reinstalling it. I can not look into the allert, see screenshot:
https://gyazo.com/1669c9240cf3385f6c0dfdcfcbbd6444

If you continue to have problems: Please reproduce and screenshot the error then collect, zip and attach your \Desktop\HM3logs files, along with the screenshots and details of what steps preceded the error to a support ticket - https://support.holdemmanager.com/su...les-to-support

[praios]

I think i did most the stuff you wanted me too.
All/most allerts seem to be related to diskspace. I deleted a lot of stuff and made some free space available.
I also sent another bug report to you.

Luckily the problems got less frequent. I think the longer i run HM the more likely i will run into issues.