October 29, 2018 at 9:28 amtim.dukesSubscriber
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?
October 29, 2018 at 9:45 amNaresh PatreAnsys Employee
Hello Tim Dukes
Can you try out following steps to resolve the problem:
- Uninstall all Discovery products
- Temporarily disable any antivirus, antimalware, and/or Windows Defender functions
- Ensure that you have full administrator privileges on the PC
- 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.
October 29, 2018 at 11:27 amtim.dukesSubscriber
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?
October 29, 2018 at 12:38 pmNaresh PatreAnsys Employee
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
October 29, 2018 at 2:02 pmtim.dukesSubscriber
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
October 30, 2018 at 5:42 amNaresh PatreAnsys Employee
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:
October 30, 2018 at 10:35 amtim.dukesSubscriber
The customer has reported all working many thanks for your help with this.
November 12, 2018 at 2:19 pmsupportSubscriber
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 ?
November 12, 2018 at 9:18 pmBrian BuenoAnsys Employee
If SpaceClaim was previously installed on the same machine, you should try removing the old user settings.
The options are located in:
Delete the contents of that folder.
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