Opened 7 years ago

Closed 7 years ago

Last modified 7 years ago

#1140 closed defect (can't reproduce)

problem with v0.6 and v0.7

Reported by: Christian.Wetzel@… Owned by: Goddard
Priority: normal Milestone:
Component: Graphics Version:
Keywords: Cc: Greg Couch
Blocked By: Blocking:
Notify when closed: Platform: all
Project: ChimeraX

Description

Dear support team,
after installing chimerax, the program opens with an white and empty window
only. This issue occurs with both, v0.6 and v0.7. I also removed and
re-installed the software without success. I am using the newest version of
win10.
Please, could you help?
Thanks
Christian Wetzel

Prof. Dr. Christian Wetzel
Molekulare Neurowissenschaften
Lehrstuhl für Psychiatrie und Psychotherapie
Universität Regensburg
Klinik und Poliklinik für Psychiatrie und Psychotherapie der Universität
Regensburg am Bezirksklinikum Regensburg

Universitätsstraße 84
D-93053 Regensburg

Tel: +49 941 941 2067
( tel:+499419412067)  (Office)
Tel: +49 941 944 8955 (Lab)
Mobile: +49 178 5153537
( tel:+491785153537) 
Email: Christian.Wetzel@ukr.de
Homepage Molecular Neurosciences
(
http://www.uni-regensburg.de/medizin/psychiatrie-psychotherapie/forschung/molekulare-neurowissenschaften/index.html)

Regensburg Center of Neuroscience (RCN) 
(
http://www.uni-regensburg.de/research/regensburg-center-neuroscience/index.html)




Attachments (1)

IMAGE.png (1.4 MB ) - added by Christian.Wetzel@… 7 years ago.
Added by email2trac

Download all attachments as: .zip

Change History (12)

comment:1 by Eric Pettersen, 7 years ago

Cc: Greg Couch added
Component: UnassignedGraphics
Owner: set to Goddard
Platform: all
Project: ChimeraX
Status: newassigned

comment:2 by Tom Goddard, 7 years ago

This probably is caused by an inadequate graphics driver on your Windows 10 machine. Is the entire window white, or just the graphics pane? If the log panel in ChimeraX shows the graphics driver information when you start please send us that info.

in reply to:  3 ; comment:3 by christian.wetzel@…, 7 years ago

The window is completely white. The only exception is the title of the window which states ChimeraX. The only thing I can do is to close the window by clicking on the right upper X.

_______________________________
Prof. Dr. Christian Wetzel
Molekulare Neurowissenschaften
Lehrstuhl für Psychiatrie und Psychotherapie
Universität Regensburg
Klinik und Poliklinik für Psychiatrie und Psychotherapie der Universität Regensburg am Bezirksklinikum Regensburg
Universitätsstraße 84
D-93053 Regensburg
Tel: +49 941 941 2067 (Office)
Tel: +49 941 944 8955 (Lab)
Email: Christian.Wetzel@ukr.de
Homepage Molecular Neurosciences
Regensburg Center of Neuroscience (RCN) 


-----Ursprüngliche Nachricht-----
Von: ChimeraX [mailto:ChimeraX-bugs-admin@cgl.ucsf.edu] 
Gesendet: Freitag, 25. Mai 2018 22:45
An: undisclosed-recipients:
Cc: Christian.Wetzel@klinik.uni-regensburg.de; Goddard@cgl.ucsf.edu; gregc@cgl.ucsf.edu
Betreff: Re: [ChimeraX] #1140: problem with v0.6 and v0.7

#1140: problem with v0.6 and v0.7
-----------------------------------------+----------------------
          Reporter:  Christian.Wetzel@…  |      Owner:  Goddard
              Type:  defect              |     Status:  assigned
          Priority:  normal              |  Milestone:
         Component:  Graphics            |    Version:
        Resolution:                      |   Keywords:
        Blocked By:                      |   Blocking:
Notify when closed:                      |   Platform:  all
           Project:  ChimeraX            |
-----------------------------------------+----------------------

Comment (by goddard):

 This probably is caused by an inadequate graphics driver on your Windows
 10 machine.  Is the entire window white, or just the graphics pane? If the  log panel in ChimeraX shows the graphics driver information when you start  please send us that info.

--
Ticket URL: <https://plato.cgl.ucsf.edu/trac/ChimeraX/ticket/1140#comment:2>
ChimeraX <http://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

comment:4 by Tom Goddard, 7 years ago

We've never seen this or heard it reported before. One long shot idea is you might try running it as administrator. If it was installed with an administrator account and then run on a non-admininistrator account maybe it could not create a file it needs the first time it is run. This doesn't seem likely. It still seems most likely to me that your graphics driver isn't adequate. You can try to update it. Another option is to run our production program Chimera instead of ChimeraX which is our next generation program which is not yet ready to replace Chimera.

in reply to:  5 ; comment:5 by Christian.Wetzel@…, 7 years ago

The first time I've installed Chimerax several weeks ago, it worked.
Eventually one of the MS windows10 updates changed something essential?

Prof. Dr. Christian Wetzel
Molekulare Neurowissenschaften
Lehrstuhl für Psychiatrie und Psychotherapie
Universität Regensburg
Klinik und Poliklinik für Psychiatrie und Psychotherapie der Universität
Regensburg am Bezirksklinikum Regensburg

Universitätsstraße 84
D-93053 Regensburg

Tel: +49 941 941 2067
( tel:+499419412067)  (Office)
Tel: +49 941 944 8955 (Lab)
Mobile: +49 178 5153537
( tel:+491785153537) 
Email: Christian.Wetzel@ukr.de
Homepage Molecular Neurosciences
(
http://www.uni-regensburg.de/medizin/psychiatrie-psychotherapie/forschung/molekulare-neurowissenschaften/index.html)

Regensburg Center of Neuroscience (RCN) 
(
http://www.uni-regensburg.de/research/regensburg-center-neuroscience/index.html)





19:28:
#1140: problem with v0.6 and v0.7

-----------------------------------------+----------------------
		  Reporter:  Christian.Wetzel@…  | 	 Owner:  Goddard
			  Type:  defect  		    |     Status: 
assigned
		  Priority:  normal  		    |  Milestone:
		 Component:  Graphics   		 |    Version:
	    Resolution: 					 |   Keywords:
	    Blocked By: 					 |   Blocking:
Notify when closed:					  |   Platform:  all
		   Project:  ChimeraX 		   |
-----------------------------------------+----------------------

Comment (by goddard):

We've never seen this or heard it reported before.  One long shot idea is
you might try running it as administrator.  If it was installed with an
administrator account and then run on a non-admininistrator account maybe
it could not create a file it needs the first time it is run.  This
doesn't seem likely.  It still seems most likely to me that your graphics
driver isn't adequate.  You can try to update it.  Another option is to
run our production program Chimera instead of ChimeraX which is our next
generation program which is not yet ready to replace Chimera.

--
Ticket URL: <https://plato.cgl.ucsf.edu/trac/ChimeraX/ticket/1140#comment:4>
ChimeraX <http://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

Added by email2trac

by Christian.Wetzel@…, 7 years ago

Attachment: IMAGE.png added

Added by email2trac

comment:6 by Tom Goddard, 7 years ago

It could be a Windows system update made ChimeraX not work. Or it could be that when ChimeraX saved preferences after it was first run that caused it not to work. You could try deleting the ChimeraX preferences. This is a bit tricky because it is in a folder that Windows 10 hides from you. You would want delete the folder

C:\Users\your_user_name\AppData\Local\UCSF\ChimeraX

But Windows 10 won't show you the AppData hidden folder unless you follow these Microsoft instructions to show hidden folders

https://support.microsoft.com/en-us/help/4028316/windows-view-hidden-files-and-folders-in-windows-10

comment:7 by Tom Goddard, 7 years ago

Resolution: can't reproduce
Status: assignedclosed

No response from reporter.

in reply to:  9 comment:8 by Christian.Wetzel@…, 7 years ago

I've tried a lot of different things. Now, I know that this is an issue related
to the graphics card of my notebook. CimeraX shows only a white window by
running on the NVIDIA 2000M. By choosing the Intel HD 3000, ChimeraX starts
with the proper surface, but reports a problem with the openGL. It requires
version 3.3, which is not supported by my Intel HD 3000 ....

Prof. Dr. Christian Wetzel
Molekulare Neurowissenschaften
Lehrstuhl für Psychiatrie und Psychotherapie
Universität Regensburg
Klinik und Poliklinik für Psychiatrie und Psychotherapie der Universität
Regensburg am Bezirksklinikum Regensburg

Universitätsstraße 84
D-93053 Regensburg

Tel: +49 941 941 2067
( tel:+499419412067)  (Office)
Tel: +49 941 944 8955 (Lab)
Mobile: +49 178 5153537
( tel:+491785153537) 
Email: Christian.Wetzel@ukr.de
Homepage Molecular Neurosciences
(
http://www.uni-regensburg.de/medizin/psychiatrie-psychotherapie/forschung/molekulare-neurowissenschaften/index.html)

Regensburg Center of Neuroscience (RCN) 
(
http://www.uni-regensburg.de/research/regensburg-center-neuroscience/index.html)





19:06:
#1140: problem with v0.6 and v0.7

-----------------------------------------+---------------------
		  Reporter:  Christian.Wetzel@…  | 	 Owner:  Goddard
			  Type:  defect  		    |     Status: 
closed
		  Priority:  normal  		    |  Milestone:
		 Component:  Graphics   		 |    Version:
	    Resolution:  can't reproduce	 |   Keywords:
	    Blocked By: 					 |   Blocking:
Notify when closed:					  |   Platform:  all
		   Project:  ChimeraX 		   |
-----------------------------------------+---------------------
Changes (by goddard):

* status:  assigned => closed
* resolution:   => can't reproduce


Comment:

No response from reporter.

--
Ticket URL: <https://plato.cgl.ucsf.edu/trac/ChimeraX/ticket/1140#comment:7>
ChimeraX <http://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

comment:9 by Tom Goddard, 7 years ago

I'm not sure if the ChimeraX white screen is a problem with your graphics. Did you try my previous suggestion to delete the ChimeraX preferences:

It could be a Windows system update made ChimeraX not work. Or it could be that when ChimeraX saved preferences after it was first run that caused it not to work. You could try deleting the ChimeraX preferences. This is a bit tricky because it is in a folder that Windows 10 hides from you. You would want delete the folder
C:\Users\your_user_name\AppData?\Local\UCSF\ChimeraX
But Windows 10 won't show you the AppData? hidden folder unless you follow these Microsoft instructions to show hidden folders
https://support.microsoft.com/en-us/help/4028316/windows-view-hidden-files-and-folders-in-windows-10

in reply to:  11 comment:10 by christian.wetzel@…, 7 years ago

Yes, I've tried all your suggestions. I've found the preferences, but deleting the folder didn't help out.
Hoever, when running ChimeraX with the NVIDIA graphics card (I can pre-select the card in use), the window appears in white, however, the menue is still there, since the descriptions pop up when moving the mouse over the white window. Right click of the mouse also brings the respective menues....
And still, it seems that ChimeraX needs openGL 3.3, which is not supported by my Intel graphics card. Hoever, it shows the complete window...

_______________________________
Prof. Dr. Christian Wetzel
Molekulare Neurowissenschaften
Lehrstuhl für Psychiatrie und Psychotherapie
Universität Regensburg
Klinik und Poliklinik für Psychiatrie und Psychotherapie der Universität Regensburg am Bezirksklinikum Regensburg
Universitätsstraße 84
D-93053 Regensburg
Tel: +49 941 941 2067 (Office)
Tel: +49 941 944 8955 (Lab)
Email: Christian.Wetzel@ukr.de
Homepage Molecular Neurosciences
Regensburg Center of Neuroscience (RCN) 


-----Ursprüngliche Nachricht-----
Von: ChimeraX [mailto:ChimeraX-bugs-admin@cgl.ucsf.edu] 
Gesendet: Donnerstag, 19. Juli 2018 20:34
An: undisclosed-recipients:
Cc: Christian.Wetzel@klinik.uni-regensburg.de; Goddard@cgl.ucsf.edu; gregc@cgl.ucsf.edu
Betreff: Re: [ChimeraX] #1140: problem with v0.6 and v0.7

#1140: problem with v0.6 and v0.7
-----------------------------------------+---------------------
          Reporter:  Christian.Wetzel@…  |      Owner:  Goddard
              Type:  defect              |     Status:  closed
          Priority:  normal              |  Milestone:
         Component:  Graphics            |    Version:
        Resolution:  can't reproduce     |   Keywords:
        Blocked By:                      |   Blocking:
Notify when closed:                      |   Platform:  all
           Project:  ChimeraX            |
-----------------------------------------+---------------------

Comment (by goddard):

 I'm not sure if the ChimeraX white screen is a problem with your graphics.
 Did you try my previous suggestion to delete the ChimeraX preferences:

 It could be a Windows system update made ChimeraX not work. Or it could be  that when ChimeraX saved preferences after it was first run that caused it  not to work. You could try deleting the ChimeraX preferences. This is a  bit tricky because it is in a folder that Windows 10 hides from you. You  would want delete the folder  C:\Users\your_user_name\AppData?\Local\UCSF\ChimeraX
 But Windows 10 won't show you the AppData? hidden folder unless you follow  these Microsoft instructions to show hidden folders
 ​https://support.microsoft.com/en-us/help/4028316/windows-view-hidden-
 files-and-folders-in-windows-10

--
Ticket URL: <https://plato.cgl.ucsf.edu/trac/ChimeraX/ticket/1140#comment:9>
ChimeraX <http://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

comment:11 by Tom Goddard, 7 years ago

It is a bad sign that your computer does not support OpenGL 3.3 with its Intel graphics since that version dates from 2010. Also your Nvidia Quadro 2000M graphics was released in 2011. ChimeraX is designed to work with more modern graphics. On the ChimeraX download page we advise that you use a computer at most 3 years old. For older computers we suggest using our older program Chimera. The old Nvidia Quadro graphics is especially likely to have poor driver support since it is a work-station graphics chip that almost no-one uses, so it will be very poorly supported in driver updates. ChimeraX requires OpenGL 3.3 to draw the molecular graphics, but the user interface window (panels, buttons, menus, text) is all done by the Qt window toolkit which should work on any graphics. That it doesn't work on your Nvidia card suggests the nvidia driver has a very serious bug. The only hope to solve this ChimeraX problem is to update the graphics driver. Often no updates are provided on laptops especially with obscure graphics chips since the laptop manufacturer often has to tweak the driver to accomodate laptop power management.

If you want to use our next generation ChimeraX instead of Chimera you will probably have to use a more modern computer.

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