Learning Forum

[tim.dukes]

A customer has transitioned from SpaceClaim 19.1 to Discovery SpaceClaim.

They can log in to Discovery without any issues but as soon as the loading bar is finished they see the screen below. 

Nothing else loads even if left for a few minutes. As soon as anything is clicked SpaceClaim stops responding.

Has anything changed re. Minimum requirements from  standard SpaceClaim19.1 to Discovery SpaceClaim 19.2?

 

 

[Naresh Patre]

Hello Tim Dukes

Can you try out following steps to resolve the problem:

1. Uninstall all Discovery products
2. Temporarily disable any antivirus, antimalware, and/or Windows Defender functions
3. Ensure that you have full administrator privileges on the PC
4. Right click the Discovery installer, select Run as Administrator, and follow the prompts to complete the installation

Also make sure that the graphics drivers are updated to the latest ones by installing them directly from Nvidia website.

[tim.dukes]

Hi Naresh

 

Thanks for the reply. The user has tried the above with no luck and all graphics drivers are up to date.

 

Any other ideas? Should there be a difference between 19.1 and Discovery SpaceClaim 19.2 that might cause issues?

[Naresh Patre]

Hello Tim Dukes There shouldn't be any difference apart from the type of license.

Can we get following files:

ansysls_client*.log file located under %temp%.ansys folder

spaceclaim log files located under ~AppDataRoamingSpaceClaimLog Files

[tim.dukes]

Hi Naresh

See attached files as requested. Apologies for the number of log files you can't seem to add a zip folder.

You can download all at once from below link if you can access Dropbox

https://www.dropbox.com/sh/alwo8vnxigtok6w/AADnbA85LVf8gg2LtBuWzRFsa?dl=0

🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions

[Naresh Patre]

Tim Dukes I checked a couple of log files dated 10_26_2018 and noticed that the machine has graphics card NVIDIA GeForce GT 630 and the driver date is August 2012. So the drivers are too old and need to be updated. Please update them from below link:

http://www.nvidia.com/Download/index.aspx

[tim.dukes]

Hi Naresh

 

The customer has reported all working many thanks for your help with this.

 

Tim

[support]

Hello,

One of our customer has the same problem.

SpaceClaim stop when launched.
The PC is on win 7 pro with a graphic card Nvida K2100M 2Go.
We done installation few times.
We checked all of the parameters.
Switched off the firewalls and the antivirus (AVG).
With no result.
What we can do now ?
Regards.

[Brian Bueno]

FBR 

If SpaceClaim was previously installed on the same machine, you should try removing the old user settings.

The options are located in:

C:UsersAppDataLocalSpaceClaim

Delete the contents of that folder.