Lumion Support Center

Support for unlicensed users => Post here if you can't find your License Key => Topic started by: solemnyan on December 05, 2018, 08:52:29 pm

Title: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: solemnyan on December 05, 2018, 08:52:29 pm
Hi Lumion officer,

After I installed my Lumion 7.5 trial version, I run the software.

It showed me a couple of .dll problems like convert texture.dll, mediacommand.dll and more.
I already updated my windows 10 pro.

Here is my Dxdiag.txt.

Thank you,
Yan
Title: Re: Need help to install Lumion 7.5 Trial
Post by: peterm on December 05, 2018, 09:22:52 pm
Hi solemnyan

Welcome.

Thanks for the Diagnostics Report

Did you follow all steps in our Knowledge Base article: How do you resolve errors, crashes and glitches in Lumion? (https://support.lumion.com/hc/en-us/articles/360003475153-How-do-you-resolve-errors-crashes-and-glitches-in-Lumion-)

The graphics drivers are recent but not the most current.  Please install the drivers from here (https://www.nvidia.com/Download/driverResults.aspx/140131/en-us): Version:   R410 U4 (411.95)  WHQL, Release Date:   2018.11.15.

And make sure all Windows Updates have been successfully completed.

Then follow through this article: Why is your computer using an Intel HD graphics chip instead of the dedicated graphics card? (https://support.lumion.com/hc/en-us/articles/360003459674-Why-is-your-computer-using-an-Intel-HD-graphics-chip-instead-of-the-dedicated-graphics-card-)

Let us know how that goes.


ps: can you please add your License Key to your Account (as per step 1 of the Getting Started email)
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: solemnyan on December 05, 2018, 09:51:30 pm
Hi Peterm,

Thank you so much for your quick reply.

I followed all your steps, and it still has this problem.

Here attached the screenshots,

Thank you,
Yan
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: peterm on December 05, 2018, 10:14:52 pm
Those errors are common if the graphics drivers are not current, and or Windows is not fully up to date.

Can you provide another Diagnostics Report please.  provide the Windows one: Knowledge Base Article: How do you attach a diagnostics report to a post? (https://support.lumion.com/hc/en-us/articles/360003475133-How-do-you-attach-a-diagnostics-report-to-a-post-)

And are you aware there is a current version Pro Trial that you can use to evaluate Lumion?  See Is there a Trial version of Lumion? (https://support.lumion.com/hc/en-us/articles/360003469714)

Plus, please add your License Key to your Account (forum menu -> Profile -> Account Settings). See Step 2.2 in How do you get technical support? (https://support.lumion.com/hc/en-us/articles/360003490033)
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: solemnyan on December 05, 2018, 10:31:30 pm
Hi,

Here is my new Diagnostics Report.

I already registered my 7 days trial license to my account. Here is the screenshot.

Thank you,
Yan

ADMIN: image removed as it included confidential information
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: peterm on December 05, 2018, 10:46:37 pm
Thanks.

Usually there is no problem in running Lumion.  The graphics drivers are now up to date, good.  The Quadro P3000 has a 5600+ PassMark so is suitable for use with Lumion.

Have you tried a reboot of the PC?

Then can you confirm that the Lumion.exe application has been assigned to the High Performance NVIDIA graphics card as in 2.2 Why is your computer using an Intel HD graphics chip instead of the dedicated graphics card? (https://support.lumion.com/hc/en-us/articles/360003459674-Why-is-your-computer-using-an-Intel-HD-graphics-chip-instead-of-the-dedicated-graphics-card-)

And, try the option of selecting the Lumion.exe file in the install folder[install drive]:\Program Files\Lumion 7.5 Trial, as in 2.2: Option B.
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: solemnyan on December 05, 2018, 11:06:51 pm
Hi,

I restated my PC and followed your instruction 2.2 and 2.2 Option B.

Still no luck! I will try my trial version of 9.0.2.

Thank you,
Yan
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: peterm on December 05, 2018, 11:10:49 pm
OK Yan.

It does seem unlikely that V9.0.2 will work given the type of error messages, but worth a go.

Your screencapture shows Global Settings.  I take it the Program Settings tab shows Lumion assigned correctly though?
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: solemnyan on December 05, 2018, 11:22:35 pm
Hi,

I took the wrong screenshot. I set it up correctly.

It still doesn't work.

Thank you for your help.

Yan
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: peterm on December 05, 2018, 11:31:24 pm
Ok, thanks.

There are some other tests that can be done that are tests of the 3D capability of the graphics card.  Some cards work because the are not really utilizing the 3D on the card, for example if using CAD in vector then it may only need the 2D or only some parts of the 3D system.

The first ones to use are:
1. PassMark PC Performance tool (http://www.passmark.com/products/pt.htm).  Provide the results of the 3D Graphics report section.

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

3. Download and run 3DMark Basic Edition (https://benchmarks.ul.com/3dmark) (Free) at the bottom of this page (https://benchmarks.ul.com/3dmark). Select the 'Time Spy' benchmark test and let us know the test score, and how well it compares to submitted results.
Title: Re: [Awaiting Reply] Need help to install Lumion 7.5 Trial
Post by: Morten on December 06, 2018, 01:33:48 am
4. Is the laptop connected to an external monitor? If so, can you confirm that the monitor cable is connected to the fast NVIDIA Quadro P3000 graphics card socket (typically HDMI) instead of the slow Intel HD graphics chip?