Author Topic: [Awaiting license registration] new GPU not accessible  (Read 96 times)

seanc1970

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[Awaiting license registration] new GPU not accessible
« on: February 07, 2020, 06:02:17 pm »
February 07, 2020, 06:02:17 pm
Hello,
I just installed a new GPU in my workstation, and upon starting Lumion v6 (my boss refuses to update) I receive the message "Lumion is currently unable to access the graphics card.  If Lumion is rendering a movie or still images, the current frame/image will be incorrect, and you should restart the render process."  Upon hitting OK, I then get "Shader model 3 was not detected to work on this graphics card.  Lumion needs at minimum a shader model 3 capable graphics card."  Then, on OK again, I get an "Error" box with an ok button, which then closes the session.

The new discreet GPU is a Radeon RX5700 XT with current driver installed, and the built-in graphics is Intel HD Graphics.  OS is Windows 7 Pro.  Our IT guy uninstalled and reinstalled Lumion, but still getting the same results.  Can you help?  TIA!

Re: new GPU not accessible
« Reply #1 on: February 07, 2020, 06:13:29 pm »
February 07, 2020, 06:13:29 pm
Hi Sean, no problem, we can help you resolve that issue.

To receive support (and to access the full Lumion Support Center and its resources), those with a Lumion License Key need to follow the steps from 2.2 in:

Knowledge Base: How do you get technical support?

Doing so will ensure that you get full access to the Lumion Support Center.

When you're done, please let us know in this topic, so we can move your question to the right board and help you resolve the problem.

If you haven't got access to the License Key number, please send the following information to [email protected] so we can verify your license status manually:

1. The name of the company you're working for.
2. The name and email address of the person who is responsible for the Lumion License Keys at your company.

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.

seanc1970

    Reputation: 0
Re: [Awaiting license registration] new GPU not accessible
« Reply #2 on: February 07, 2020, 06:26:34 pm »
February 07, 2020, 06:26:34 pm
Hi Morten,
We just have a cd with the software on it, and it didn't ask for a license number upon installation.  The person who initially loaded it is long gone, so I understand your hesitance to help.  Can you offer any solutions, or are we SOL?
Thanks again

Re: [Awaiting license registration] new GPU not accessible
« Reply #3 on: February 07, 2020, 06:30:32 pm »
February 07, 2020, 06:30:32 pm
No worries, as a minimum, please forward the name of the company you're working for to [email protected]
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.

seanc1970

    Reputation: 0
Re: [Awaiting license registration] new GPU not accessible
« Reply #4 on: February 07, 2020, 07:00:37 pm »
February 07, 2020, 07:00:37 pm
Hi Morten,
Sorry, I tried to post this to [email protected], but it came back invalid.

(Staff message: confidential information removed)

Re: [Awaiting license registration] new GPU not accessible
« Reply #5 on: February 07, 2020, 07:17:30 pm »
February 07, 2020, 07:17:30 pm
Sorry, I tried to post this to [email protected], but it came back invalid.

That's odd. I've sent a few test emails to [email protected] and they're working fine.

Either way, thanks for the info. :)

We'll need a bit of time to verify the license status and will contact you via email.
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.

seanc1970

    Reputation: 0
Re: [Awaiting license registration] new GPU not accessible
« Reply #6 on: February 07, 2020, 07:22:09 pm »
February 07, 2020, 07:22:09 pm
my bad... I put a period after .com.  |:(

Re: [Awaiting license registration] new GPU not accessible
« Reply #7 on: February 07, 2020, 07:26:39 pm »
February 07, 2020, 07:26:39 pm
Not a problem, please check your inbox. :)
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.