[TR] 3.4 Diagnose common hardware and driver problems
[TR] 3.4 Diagnose common hardware and driver problems
1. Common hardware and driver problems
1.1: Crash to the Desktop or pop-up errors during start-up.
- Cause 1: The wrong graphics card is being used.
Diagnosis: Ask the customer to provide a Diagnostics Report:
Solution: Check if the right graphics card is being used:
- Cause 2: The latest graphics card driver and all available Windows updates have not been installed.
Diagnosis: Ask the customer to provide a Diagnostics Report:
Solution: Check if Windows is up to date and that the latest graphics card driver is installed:
-
- Knowledge Base: How do you analyze a Diagnostics Report?
- Knowledge Base: How do you install the latest system software required to run Lumion?
1.2: Crash to the Desktop while editing a Project, placing Objects, etc.
- Cause: The graphics card or other components might be overheating or overclocked.
Diagnosis: Ask the customer to follow the instructions in the following article:
-
- Knowledge Base: How do you provide a log file from HWiNFO?
Solution: If the HWInfo report shows that some readings exceed nominal values for the CPU, graphics card and RAM just before the crash, tell the customer to check the cooling system or disable overclocking for the relevant components depending on the cause of the problem.
1.3: Crash to the Desktop while rendering:
- Cause 1: The graphics card does not meet the minimum requirements.
Diagnosis: Ask the customer to provide a Diagnostics Report:
Solution: Check if the graphics card meets the system requirements.
-
- Knowledge Base: How do you analyze a Diagnostics Report?
- Knowledge Base: Which graphics card do you need for Lumion 10?
- Knowledge Base: Which graphics card do you need for Lumion 11?
- Cause 2: The latest graphics card driver and all available Windows updates have not been installed.
Diagnosis: Ask the customer to provide a Diagnostics Report:
Solution: Check if Windows is up to date and that the latest graphics card driver is installed:
-
- Knowledge Base: How do you analyze a Diagnostics Report?
- Knowledge Base: How do you install the latest system software required to run Lumion?
- Cause 3: The graphics card or other components might be overheating or overclocked.
Diagnosis: Ask the customer to follow the instructions in the following article:
-
- Knowledge Base: How do you provide a log file from HWiNFO?
Solution: If the HWInfo report shows that some readings exceed nominal temperature/clock frequency values for the CPU, graphics card and RAM just before the crash, tell the customer to check the cooling system or disable overclocking for the relevant components depending on the cause of the problem.
- Cause 4: The Project is too complex for the user's hardware
Diagnosis: Ask the customer to provide a Diagnostics Report and their Project file.
-
- Knowledge Base: How do you upload files to Lumion staff?
Solution: If you see in the report that the graphics card is not suitable for the level of complexity of their Project, advise them to follow the instructions in the following article:
-
- Knowledge Base: Why does Lumion freeze or crash when you start rendering?
1.4: Problem: The computer restarts while rendering (Desktop PCs only):
- Cause: The power supply is not able to supply the graphics card with enough power.
Diagnosis: Ask the customer to send you the full name of the power supply (name of manufacturer and product). If the customer doesn’t know what the name is, ask them to remove the side panel of the PC case to take a photo of the label on the power supply. Google the name to see if the power supply is Gold-rated or better and check if the Wattage is sufficient for the graphics card:
-
- Knowledge Base: Which power supply do you need?
Solution: Ask the customer to follow the instructions in the article to see if limiting the power to the graphics card solves the problem. If it does, they could consider replacing the power supply:
-
- Knowledge Base: Why does your PC sometimes restart when you start rendering?
1.4: Problem: rendering fails after a while:
- Cause: The power supply was insufficient (needed at least 850W had a 600W).
Diagnosis: We have a rather long render that has failed multiple times. it is a 30+ hour job, and there is no crash report or blue screen DMP file to explain. PC seems unaffected, Lumion is just not running in the morning of the next day.
Solution: we found the issue. We thought we had an 850 watt power supply in the computer, but it turns out the power supply was only 600 watts. We’ve replaced it with a 1000 watt and it should resolve the problem.
Ticket: Lummion failes to render large job
==========================================
ARTICLE SUPPORT (from transfer to HubSpot):
1. Tables:
Tables were not able to be imported via HubSpot Importer. Any Tables in this article are now based on a DIV Conversion. Same is also the case for the transfer of articles with tables in the EKB.
You can add new (basic) Tables in the HubSpot Editor directly.
If the layout does not work, then you can copy/paste or recreate the old Table from ZD. Where possible the Table has also been copy/pasted from the source page (see link below in 3.). Instructions, see this article: Copying an old Zendesk Table over to HubSpot
2. Finding the reference to the old Zendesk Ticket in HubSpot:
Use this Support article: Finding the reference to the old Zendesk Ticket in HubSpot
and for ZD ticket Search in HubSpot following step 1 in above article:
3. Source Zendesk article:
A source and backup copy was made of all articles 9 June 2025.
The saved HTML files and images are in subfolders of: HTML files and images subfolders.
See also Support article in 2 above.
Backup/copy article: [TR] 3.4 Diagnose comm... (360018741119).html
4: Quick Link to Zendesk IKB article:
(not available when Zendesk closed)
[TR] 3.4 Diagnose common hardware and driver problems