Problems in opening Chimera X 1.8

[daniel.sussman@…]

Dear Sirs,
We downloaded and installed Python and ChimeraX to a PC with an OS Windows 10.
Once installed ChimeraX 1.8, we tried to open it, but we only got a blank window that closes soon.
What could be the problem?
Thanks in advance,
Daniel Sussman

[Eric Pettersen]

Reported by Daniel Sussman

[Greg Couch]

Since you are seeing a blank window, my guess is that you need to update the graphics driver. To learn more about your system, please run the dxdiag program, and click on "Save All Information" to save the information to a file. And then send that file to us. The dxdiag information will tell the make and model of your computer what kind of graphics is has, and what the graphics driver version is. And then we can give an answer that is tailored to your system.

[daniel.sussman@…]

Dear Greg,
thanks for your prompt answer.
I am enclosing a screenshot of the dxdiag test.
Hope this can help.
Thanks again
Daniel Sussman


________________________________
De: ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
Enviado: xoves, 26 de setembro de 2024 21:22
Para: Sussman Villaverde Daniel <daniel.sussman@rai.usc.es>; gregc@cgl.ucsf.edu <gregc@cgl.ucsf.edu>
CC: goddard@cgl.ucsf.edu <goddard@cgl.ucsf.edu>
Asunto: Re: [ChimeraX] #16026: Problems in opening Chimera X 1.8

[No recibes a miúdo correo electrónico de chimerax-bugs-admin@cgl.ucsf.edu. Obtén máis información sobre por que isto é importante en https://aka.ms/LearnAboutSenderIdentification ].

#16026: Problems in opening Chimera X 1.8
---------------------------------------+------------------------
          Reporter:  daniel.sussman@…  |      Owner:  Greg Couch
              Type:  defect            |     Status:  assigned
          Priority:  normal            |  Milestone:
         Component:  Platform          |    Version:
        Resolution:                    |   Keywords:
        Blocked By:                    |   Blocking:
Notify when closed:                    |   Platform:  all
           Project:  ChimeraX          |
---------------------------------------+------------------------
Comment (by Greg Couch):

 Since you are seeing a blank window, my guess is that you need to update
 the graphics driver.  To learn more about your system, please run the
 dxdiag program, and click on "Save All Information" to save the
 information to a file.  And then send that file to us.  The dxdiag
 information will tell the make and model of your computer what kind of
 graphics is has, and what the graphics driver version is.  And then we can
 give an answer that is tailored to your system.
--
Ticket URL: <https://www.rbvi.ucsf.edu/trac/ChimeraX/ticket/16026#comment:2>
ChimeraX <https://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

dxdiag.pdf​

[daniel.sussman@…]

Added by email2trac

[Greg Couch]

Can you run dxdiag again, then click on "Save All Information" button to write a text file, and then send us the text file. I need the information from the first two tabs, both the System and the Display tabs. It would be extra helpful if you temporarily switched your computer to English. :-) With the text file, I can easily use google translate, copy&paste to search for model names and versions, etc.

[daniel.sussman@…]

Dear Greg,
Please find enclosed the info you requested in english.
Thanks in advance
Daniel Sussman
________________________________
De: ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
Enviado: venres, 27 de setembro de 2024 21:47
Para: gregc@cgl.ucsf.edu <gregc@cgl.ucsf.edu>; Sussman Villaverde Daniel <daniel.sussman@rai.usc.es>
CC: goddard@cgl.ucsf.edu <goddard@cgl.ucsf.edu>
Asunto: Re: [ChimeraX] #16026: Problems in opening Chimera X 1.8

#16026: Problems in opening Chimera X 1.8
---------------------------------------+------------------------
          Reporter:  daniel.sussman@…  |      Owner:  Greg Couch
              Type:  defect            |     Status:  assigned
          Priority:  normal            |  Milestone:
         Component:  Platform          |    Version:
        Resolution:                    |   Keywords:
        Blocked By:                    |   Blocking:
Notify when closed:                    |   Platform:  all
           Project:  ChimeraX          |
---------------------------------------+------------------------
Comment (by Greg Couch):

 Can you run dxdiag again, then click on "Save All Information" button to
 write a text file, and then send us the text file.  I need the information
 from the first two tabs, both the System and the Display tabs.  It would
 be extra helpful if you temporarily switched your computer to English. :-)
 With the text file, I can easily use google translate, copy&paste to
 search for model names and versions, etc.
--
Ticket URL: <https://www.rbvi.ucsf.edu/trac/ChimeraX/ticket/16026#comment:4>
ChimeraX <https://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

DxDiag.txt​

[daniel.sussman@…]

Added by email2trac

[Greg Couch]

It looks like there is a much newer graphics driver available from HP for your laptop. You have version 26.20.100.7926, and version 27.20.100.8681 is available. I was looking at ​https://support.hp.com/us-en/drivers/hp-15-f1000-laptop-pc-series/model/34841568. If that is not your computer, then go to the correct one for you. On that web page is link to run an automated tool to figure out what needs updating. Click on "Detect my software and drivers", and update your system.

There is an even newer driver from Intel, at ​https://downloadcenter.intel.com, but only install that driver if the HP one doesn't fix the problem.