Author Topic: [Resolved] Can't do anything but load LS file in demo version?  (Read 3071 times)

amang

    Reputation: 0
July 19, 2017, 12:15:01 am
Hello,

I'm helping a friend evaluate his computer for Lumion, and I've installed the 7-day demo version that was available on the website. All of the 'Getting Started' documentation and videos that I've found imply that there's some kind of a home screen or menu that should come up, and that home screen has a performance graph or bar at the bottom to help you verify that everything will work properly, but my home screen only has one button: the button to load scene files. Is this correct? I just want to make sure that Lumion works well on this computer, but I don't have any sample files to load so I can't do anything. Is this the intended behavior, or is something wrong on my side? I've attached a screenshot for reference.

I've never used Lumion before, so my apologies if I'm missing something very simple. Thanks for the help!

Re: Can't do anything but load LS file in demo version?
« Reply #1 on: July 19, 2017, 12:52:07 am »
July 19, 2017, 12:52:07 am
Hi amang

Welcome.  Thanks for contacting here at the Lumion Support Center.  :)

The Lumion window you see is not normal behaviour, and indicates that something is blocking the completion of steps during starting Lumion on that PC.  It's in a special mode called Viewer Mode which is for viewing LS files, but you cannot edit or create Scenes in that mode.

We'll need to check your install files at another location here.  Please forward to [email protected], the email you got from Act-3D titled "Getting Started with Lumion" that shows the download link, license number etc.

Also, please email to us the file: called "hosts" (no extension) in "C:\Windows\System32\drivers\etc".  To attach to an email you may have to first zip the file.

amang

    Reputation: 0
July 19, 2017, 01:01:01 am
Hi peterm,

Thank you for your quick reply! I just forwarded the "Getting Started with Lumion" email and attached the hosts file. Kindly let me know if you need anything else.

July 19, 2017, 01:05:29 am
Thanks amang, will take a look now.

July 19, 2017, 01:12:49 am
Whilst we wait for the download to finish here, please also email to [email protected] a screencapture of the files in folder "C:\Program Files\Lumion 7.5 Trial\ArchitectEdition\Classes\RenderEngine".

July 19, 2017, 02:12:17 am
Update:

Have tested the download and install files, and it runs OK here.

It's likely that your antivirus or other monitoring software is being over zealous, and is blocking Lumion from working.

a) What antivirus softwares are running on the PC?

Please send the screencapture as mentioned earlier.

Then, whitelist, add to the safe list or exclusions list, for all antivirus or other monitoring software:
1. The "Lumion.exe" application and also the folder and files in the Lumion install; usually in "C:\Program Files\Lumion 7.5 Trial".

Wait 10 minutes until the antivirus has updated from the list.

If that still fails, then you will need to temporarily turn off your antivirus or other monitoring software.

We suggest:
1) Turn on Windows Firewall and also Windows Defender (if not already on) which is not expected to block Lumion.
2) Then temporarily turn off any 3rd party anti-virus software before testing Lumion again.
3) Please make sure all anti-virus software have immediately been turned back on if Lumion runs.

Let us know how that goes.


DISCLAIMER:
We cannot be held responsible or liable if any of the above causes damage to your computers/software/network.  We consider Lumion to be safe, and it has been scanned for virus before your download.

amang

    Reputation: 0
July 20, 2017, 06:17:13 pm
peterm,

Apologies for the delay on my part. Find attached a screenshot of the files in the \RenderEngine folder.

I apparently had three types of antivirus software running on this computer: McAfee (which was a free trial with the new computer), avast, and Windows Defender. I turned off all of them and attempted to run Lumion, but I saw the same problem as previously described. I then completely uninstalled McAfee and avast and tried again after restarting, and the same problem is happening.

I also disabled Windows 10's User Account Controls and ran the Trial as an Administrator, and saw the same problem as described above.

Is there any chance that there could have been a problem with the installation? Should I remove the trial, re-download, and reinstall?

Thanks!

amang

    Reputation: 0
July 20, 2017, 06:20:31 pm
One more thing I just noticed - when Lumion is stuck on that screen, it's still using a lot of RAM; see attached screenshot. Not sure if this is related but figured you should know.

July 20, 2017, 06:38:30 pm
Thanks for the information - I see at least 1 missing file on your screenshot.

In other words: one or more of the anti-virus applications have either prevented Lumion from downloading all of the installation files - or prevented the installer from installing all of the files.

The following installation files should be present:
Lumion_7_5_TRIAL_LUM7TRIAL_(CompanyName)_.exe
Lumion_7_5_TRIAL_LUM7TRIAL_(CompanyName)_-1a.bin
Lumion_7_5_TRIAL_LUM7TRIAL_(CompanyName)_-1b.bin
Lumion_7_5_TRIAL_LUM7TRIAL_(CompanyName)_-1d.bin


If any of the installation files are missing, please move the Download Manager to a different location, whitelist the Download Manager executable file in your anti-virus and firewall software and run it again.
_____________________________________________

If, on the other hand, all 4 files were present when you installed Lumion 7.5 Trial it means that one or more of the anti-virus applications prevented the installer from installing all of the files. If that's the case please follow these instructions:

1) Turn on Windows Firewall and also Windows Defender (if not already on).
2) Then temporarily turn off any 3rd party anti-virus & firewall software before running the Download Manager again.
3) Please make sure all anti-virus & firewall software have immediately been turned back on once the Download Manager is done downloading the Lumion installation files.

DISCLAIMER:
We cannot be held responsible or liable if any of the above causes damage to your computers/software/network.  We consider Lumion to be safe, and it has been scanned for virus before your download.
_____________________________________________

If something on your PC or network is still preventing the Download Manager from downloading all 4 installation files, it means that the security settings are so strict that the Download Manager can't complete the operation. The last resort is then to download the installation files on a network with less restrictive security settings (for example at home), and then transfer the installation files to your office computers.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

Re: [Awaiting Reply] Can't do anything but load LS file in demo version?
« Reply #9 on: July 20, 2017, 06:56:45 pm »
July 20, 2017, 06:56:45 pm
Quote from email:

"Hi Morten, saw your reply and am trying to re-download, but it says that the Activation Code at the top of this email chain isn't valid. I tried copying and pasting a few times, as well as manually entering, and am still unable to get the manager to work. Was that Activation Code deactivated since I've already installed the software? How can I re-download the files?

Thanks,
A."
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

Re: [Awaiting Reply] Can't do anything but load LS file in demo version?
« Reply #10 on: July 20, 2017, 07:02:11 pm »
July 20, 2017, 07:02:11 pm
Hello again, please fill in the form on the Try page again, in order to get an email with a new Activation Code and link to the 7.5 Trial Download Manager.

Then follow the instructions in my previous post.

Thanks in advance.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.

amang

    Reputation: 0
Re: [Awaiting Reply] Can't do anything but load LS file in demo version?
« Reply #11 on: July 20, 2017, 07:44:43 pm »
July 20, 2017, 07:44:43 pm
Re-downloading and re-installing with all of my anti-virus turned off fixed the problem, and the Lumion demo is working properly. Thank you for the help!

Re: [Resolved] Can't do anything but load LS file in demo version?
« Reply #12 on: July 20, 2017, 08:02:45 pm »
July 20, 2017, 08:02:45 pm
Excellent. :)

Let us know if there's anything else we can help with.
IMPORTANT: Please do not send private messages and emails to members of staff - unless we specifically ask you to send us sensitive information, for example License Keys.