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.

1.1: The first step is to generate a DXDiag_Lumion.txt file on the relevant computer.

• Knowledge Base: How do you provide a Diagnostics Report?

1.2: Open the DXDiag_Lumion.txt file in Notepad or any other text editor.

2. Verify that all available Windows 10 or Windows 11 updates have been installed

Lumion requires that you install the most recent Windows 10 or Windows 11 updates.

2.1: Press CTRL + F and type 'Operating System' to locate this entry in the file.

2.2: Verify that the date of the latest Windows Build version is from December 2019 or later.

• Example: Operating System: Windows 10 Home 64-bit (10.0, Build 19041) (19041.vb_release.191206-1406)
• '191206' means 2019 December 6.

2.3: If the latest Windows update is older than that, please install the latest available updates:

• Knowledge Base: How do you install the latest system software required to run Lumion?

3. Verify that the graphics card meets the minimum system requirements

3.1: In Notepad, Press CTRL + F and type 'Card name' to locate this entry in the file.

If there is more than one entry (i.e. two graphics cards), you need the name of the card that is connected to the monitor that the Lumion window is running on. The name will either begin with 'Nvidia' or 'AMD'. Any other graphics card name, for example 'Intel HD', indicates that it is unsuitable for running Lumion.

3.2: Use the card name from the Diagnostics Report to verify that it meets the minimum system requirements:

• Knowledge Base:  Which graphics card do you need for Lumion 2024?
• Knowledge Base:  Which graphics card do you need for Lumion 2023?
• Knowledge Base:  Which graphics card do you need for Lumion 12?

4. Verify that the graphics card driver is recent

Lumion requires that a recent graphics card driver be installed.

4.1: In Notepad, Press CTRL + F and type 'Driver Date' to locate this entry in the file.

4.2: Please verify that the graphics card driver version is recent, for example, no more than 1 month old (version and manufacturer dependent).

• Example old driver: Driver Date/Size: 24/09/2023 01:00:00

For Lumion 2024 and also for 2023 you should ensure that the most recent graphics card drivers are installed.  See the list here:

• Knowledge Base:  Which graphics card do you need for Lumion 2024?

• Knowledge Base:  Which graphics card do you need for Lumion 2023?

4.3: If the date is not less than 1 month old, please install the latest available graphics card driver version:

• Knowledge Base: How do you install the latest system software required to run Lumion?

4.4:  If available in the driver options, you can also set the drivers to auto-update.

5. Verify that there is sufficient System Memory

If Lumion runs out of Graphics Card Memory, Windows will allocate more memory in System Memory.

5.1: In Notepad, click at the top of the text. Then press CTRL + F and type 'Memory' to locate this entry in the file.

5.2: Please verify that the Memory number is higher than the minimum system requirements:

• Lumion 10.0 and newer: 16 GB.

5.3: If the number is lower than the minimum system requirements, please contact the manufacturer of your computer and ask them how to install more System Memory:

• Knowledge Base: What kind of computer does Lumion 11 need?

6. Verify that there is sufficient Virtual Memory

6.1: In Notepad, press CTRL + F and type 'Page File' to locate this entry in the file.

6.2: Add the 'Used' number to the 'Available' number to verify that the total number is higher than 51200 (50 GB):

• Example: Page File: 12448 MB Used, 38892 MB Available

6.3: If the total is lower than 51200 (50 GB), please follow these instructions to increase the amount of Virtual Memory:

• Knowledge Base: How do you change the amount of Virtual Memory in Windows?

6.4: If you experience issues when rendering complex Projects/Scenes in Lumion, you may need to increase the amount of Virtual Memory to 100 GB or even 150 GB.

7. Verify that there is sufficient free space on the harddrive(s)

When you save .LS Project files in Lumion, they are temporarily saved to the folder below before being moved to the destination folder you selected:

• Lumion 9.0 and newer: (DRIVE):\...Users\(USERNAME)\AppData\Local\Lumion (VERSION)

Examples:

• Lumion 12.0: C:\Users\Username\AppData\Local\Lumion 12.0

Lumion can only save .LS Project files if there is enough free space on the drive that these folders are located on.

7.1: In Notepad, press CTRL + F and type 'Free Space' to locate the entry for the relevant drive in the file.

7.2: Verify that the number is higher than 30GB, preferably 50GB:

• Example: Free Space: 111.5GB

7.3: If the total is lower than the absolute minimum of 30GB, please remove some files from the drive to increase the amount of free space to a minimum of 30GB.

• Knowledge Base:  What file space do I need to download and install Lumion?