1. Here's how
Technical support staff members may ask you to attach a Diagnostics Report to a Lumion Support Center topic from time to time when working to resolve a problem.
The Diagnostics Report is a text file that contains hardware and software information about the PC to help diagnose problems.
If you would like to analyze a Diagnostics Report yourself, please follow these instructions:
- Knowledge Base: How do you analyze a Diagnostics Report?
2. If Lumion starts up without problems (Lumion Report)
2.1: In Lumion, click on the Home button in the top left corner (Lumion 2023 and newer):
2.2: Followed by the Benchmark button"
2.3: Click on the Create diagnostic file button:
2.4: A Windows Explorer window will display for this folder: \Documents\Lumion [Version]
2.5: Wait for a few moments until a file called DXDiag_Lumion.txt appears.
Note: For Lumion 11.3 and newer, the information will be added in a folder named techsupport.
2.6: Send us the contents of the techsupport folder. The techsupport folder will also include the Error.log file that we will almost always need. Either zip the folder or send us the three files.
For version 11.3 and older send us the DXDiag_Lumion.txt file.
3. If Lumion does not start up (Windows Report)
3.1: Right-click on the Windows Start button
3.2: Select the Run command:
3.3: In the text field of the window that pops up, type "DXDiag" and press Enter:
Click the button Run 64-bit DxDiag (if this button is shown) and wait for it to restart.
3.4: DirectX will generate the report and display the following window after a minute or two:
3.5: Click on the Save All Information button to save the Diagnostics Report to a dxdiag.txt file.
3.6: Save the txt file.
3.7: Send us the DXDiag.txt file:
4. Not able to run the Diagnostics Report?
Try running and sending us this report on the PC settings:
- Knowledge Base: How do you generate a Microsoft System Information report?
If the reports do not run or you need our help, just let us know and we will walk you through the steps
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