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Support for unlicensed users => Post here if you can't find your License Key => Topic started by: mrdcon on April 07, 2016, 09:12:24 am

Title: [Resolved] Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 09:12:24 am
spent an hour on line with Nvidia support, downloaded the latest drivers for the GTX980,but after repeated restarts, etc, LUMION still is not recognizing the Nvidia card.
Upon starting LUMION, the app says I have 1 gig or less of memory and a very slow graphic cards and that I should upgrade....the benchmark says -1.

This is a new machine with all the recommendations that LUMION suggested ... before I purchase LUMION, I need to get this video card resolved.

Please help ..any ideas?
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 10:15:45 am
Hi mrdcon, please click here (https://support.lumion.com/hc/en-us/articles/360003475133-How-do-you-attach-a-diagnostics-report-to-a-post-) to attach a diagnostics report, so we can take a look at your system.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 12:39:56 pm
Here are the dxdiag reports
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 01:17:27 pm
Hi, please run Display Driver Uninstaller (http://www.guru3d.com/files-details/display-driver-uninstaller-download.html) to uninstall all previous Nvidia drivers.

Then restart Windows and install GeForce Experience (which will also assist you in installing the latest Nvidia Driver).
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 04:50:53 pm
used the uninstaller as you recommended and loaded the driver as instruction ... Lumion still can not detect the card.

see latest attachments.

Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 04:55:58 pm
when checking the DEVICE MANAGER... Nvidia GTX980 appears to be working properly with the latest driver installed.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 05:09:17 pm
There's still something wrong with the GTX 980 as it's not being recognised as a Display Device in DirectX.

Compare your DXDiag information (in blue) with mine for a GTX 760:

Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 05:10:18 pm
This quote from your DXDIag file is also interesting:
"DxDiag Previously: Crashed in Direct3D (stage 2). Re-running DxDiag with "dontskip" command line parameter or choosing not to bypass information gathering when prompted might result in DxDiag successfully obtaining this information"

Anyway, let's try to figure out why your GTX 980 isn't being recognised as a Display Device in DirectX. First of all, let's rule out any physical issues with the card, so bear with me while we go through the basics. :)

1) Which motherboard has this PC got? (full product name and number)

2) Which PCI-Express slot is the card inserted into? (Unscrew the side of the PC case and attach a photo of it if possible)

3) Can you confirm that the GTX 980 graphics card is connected to the monitor via a HDMI, DVI or DisplayPort cable?
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 06:00:29 pm
MSI Z97 PC Mate LGA 1150 Intel Z97 HDMI SATA 6Gb/s USB 3.0 ATX Intel Motherboard

Yes, it appears to be connected to the monitor via HDMI and a Display Port Cable (which is what I have the monitor connected to)

images attached.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 06:35:59 pm
Thanks for the info and the photos.

I had a look at the manual for the motherboard and can confirm that the GTX 980 is installed in the right slot (PCI-Express E2), the 2 x power cables are connected and the DVI cable from your monitor is hooked up to the right socket. In other words, we can rule out basic hardware issues.

Next steps:

1) Please open the Device Manager and verify that the GTX 980 is the only graphics card listed in the Display Adapters section.

2) Then double-click on the GTX 980 in the Display Adapters section and post 4 screenshots, one of each tab (General, Driver, Details, Resources).

Thanks in advance.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 06:51:52 pm
Here you are ...
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 07:00:53 pm
Thank you.

Are there any additional devices listed in the Display Adapters section if you turn on Show hidden devices?

Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 07:11:35 pm
no. That's the only display adapter.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 07:59:21 pm
Good,

1) When you start up DXDiag, can you confirm that it crashes if you select 'Yes' when the 'problem accessing Direct3D' error message appears and you then click on the Display tab?

2) Please follow the instructions in this Microsoft article (https://support.microsoft.com/en-us/kb/929833). SFC will scan all the files on your C: drive and check & repair corrupted files (hopefully DirectX files in your case).
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 08:15:10 pm
it crashes when I attempt to run "Dxdiag64bit"
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 08:19:08 pm
ran scan .... "no intergrity violations". It didn't take very long since it's a brand new machine with nothing on it except the Lumion demo.

I have a project that is due on Monday ... and I'm getting very nervous that I won't have this resoved.

I sure hope you have some other ideas ... I've been checking on line for everything and anything ... :-[
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 08:21:10 pm
Ok, thanks for confirming this.

There's quite a few search results on Google when I typed in the error message from DXDiag but lots of dead-ends.

At this stage, I don't know if it's caused by DirectX or the graphics card, and in the 7 years that I have worked for Act-3D I have never seen a case like yours. All I can say is that it has got nothing to do with Lumion, so you might have more luck contacting Microsoft and/or Nvidia about this problem. :-\

Did you buy this PC from a shop or did you build it yourself?

In any case, I'm pretty much out of ideas for now. My colleague Peter might have some other things to try when his shift starts in a few hours.

As a last ditch attempt, I suppose you could see what happens if you move the card to the PCIe 2.0 x16 Slot (instead of the 3.0 slot).

It's the one that's marked PCI_E4 on this diagram of your motherboard:

Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 08:33:02 pm
Ok Morten .... you made a heroric effort ...and I thank you very much! ...I owe you a beer.. :)

I bought the assembled system from NEWEGG.

I was on LIVE CHAT with Nvidia for almost 3 hours last night and after exhausting every possible idea, they suggested checking with you (the software developer) . :-[

I'll try switching PCIe slots ..... and if your colleague Peter has any ideas, please have him contact me ....

[email protected]
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 08:41:58 pm
I bought the assembled system from NEWEGG.
That's good news - this case should be covered by their warranty (assuming they also installed Windows 7 for you).

You should forward the DirectX screenshot below to their support team (and include your other DXDiag screenshot with the error message too). It's not supposed to look like this on a brand new PC. You paid good money for it, so it should work straight out of the box. If you install more software on this PC, you'll notice that it can't run 3D games and CAD software that rely on DirectX. Try to run 3DMark Basic Edition (available at the bottom of this page (http://www.futuremark.com/benchmarks/3dmark)) to see if my assumption is correct.

(https://forum.lumion3d.com/index.php?action=dlattach;topic=129931.0;attach=269001;image)

I'll try switching PCIe slots
Since you bought the PC from NEWEGG, it's best to leave everything in its place, so you can return it if they can't resolve this problem. You shouldn't have to opt for a slower PCI-Express slot just because of this DirectX error.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 08:47:24 pm
the PCIe slot switch didn't work either.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 08:50:05 pm
Sorry, I was still editing the post above so you probably didn't see the latest changes I made.

Just to be on the safe side, since this is a brand new PC: Can you confirm that Windows 7 is up to date and that there are no more updates to be installed?

1) Go to Start -> Control Panel -> Windows Update.
2) Check for updates.
3) Install all available updates.
4) After the updates are installed, restart your computer.
5) After the restart repeat the steps above again until no more updates are available.

Then try to run the benchmarking application 3DMark Basic Edition (available at the bottom of this page (http://www.futuremark.com/benchmarks/3dmark)), just to confirm that your PC can't run other DirectX applications.

If confirmed, a PC that can't run DirectX applications is basically broken and means that NEWEGG either has to repair it at their cost or replace it with a PC that does work.

P.S. Your PC specs are very good, so once this has been fixed I'm sure you'll be very happy with the performance in Lumion.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 09:01:57 pm
just a thought .... since I'm running windows 7 pro ... do you think I should install service pack 1?
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 09:22:46 pm
Definitely, you'll need to update Windows 7 until no more updates are available (as per step 1-5 above).

But don't upgrade to Windows 10. :)
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 09:37:56 pm
OMG!!!!! THE SERVICE PACK DID IT!!!!!
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 07, 2016, 09:41:09 pm
spoke too soon ...... |:( ..... thought it worked.... it didn't!
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 07, 2016, 10:03:51 pm
Once Windows 7 has no more updates to install, try to run the benchmarking application 3DMark Basic Edition (available at the bottom of this page (http://www.futuremark.com/benchmarks/3dmark)), just to confirm that your PC can't run other DirectX applications.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: peterm on April 08, 2016, 02:28:29 am
Hi mrdcon

Running short on ideas also  :(.

Apart from running 3DMark, please run some further test tools to see what details about the card and burn-in results you get:

1. GPU-Z (http://www.techpowerup.com/gpuz/): to report on the GPU, attach  screencapture of the Graphics Card tab.

2. Most useful: HWInfo (http://www.hwinfo.com/) (64 bit).  Summary Report, Video Adaptor Report (save as screencapture or full Report to txt file).

3.  Stress test Furmark (http://www.ozone3d.net/redirect.php?id=201).

4.  PassMark PC Performance tool (http://www.passmark.com/products/pt.htm) for analysing the whole system.

Have you returned the GTX card back to it's original slot?

In very rare cases, it might be that an onboard switch needs to be set for the graphics card.  In most cases if a graphics card is in one of the PCI slots it will allow the system to auto-switch to the card from any onboard graphics.  That's really something for the suppliers to confirm though.
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 08, 2016, 10:36:43 am
By the way, your version of DXDiag is quite old (presumably because you haven't fully updated Windows 7 yet).

It might be worth (re-)installing DirectX (if it will let you).

Click here (https://www.microsoft.com/en-gb/download/details.aspx?id=8109) to download the DirectX installer, run it to extract the installation files and then double-click on "DXSETUP.exe" to start the installer.

Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: mrdcon on April 09, 2016, 04:57:36 pm
Finally got it to work! I installed Service Pack 1 and kept installing all of the updates as you suggested. It's all working well now.

Going to spend sometime working with the demo.

Thanks so very much for your patience and effort!  If the program is half as good (which so far is very impressive) as the tech support .... I will most definitely purchase Lumion!
Title: Re: Lumion demo does not detect Nvidia GTX980 card ...help!
Post by: Morten on April 09, 2016, 09:19:34 pm
That's great news! Now we know how to resolve this issue the next time someone has this rather unusual problem :)