Opened 6 months ago

Closed 6 months ago

#17366 closed defect (fixed)

ChimeraX1.9 problem

Reported by: Witse.DeCleene@… Owned by: pett
Priority: normal Milestone:
Component: Core Version:
Keywords: Cc:
Blocked By: Blocking:
Notify when closed: Platform: all
Project: ChimeraX

Description 

Dear,

I'm having some problems with the ChimeraX1.9 software. After multiple attempts, I am still not able to open the program (and there is no error notification). Our IT departement was not able to help and recommended to contact you.

Thank you for your time and response.

Kind regards,
Witse De Cleene

Attachments (4)

Cygwin_error_deel1.png​ (168.3 KB ) - added by Witse.DeCleene@… 6 months ago.
Added by email2trac
Cygwin_error_deel2.png​ (144.2 KB ) - added by Witse.DeCleene@… 6 months ago.
Added by email2trac
Cygwin_error_deel3.png​ (135.6 KB ) - added by Witse.DeCleene@… 6 months ago.
Added by email2trac
Cygwin_error_deel4.png​ (143.0 KB ) - added by Witse.DeCleene@… 6 months ago.
Added by email2trac

Download all attachments as: .zip

Change History (12)

comment:1 by pett, 6 months ago

Component: Unassigned → Core
Owner: set to pett
Platform: → all
Project: → ChimeraX
Status: new → accepted

comment:2 by pett, 6 months ago

Status: accepted → feedback

Hi Witse,

What platform/OS are you using? Does anything at all happen when you try to start ChimeraX?

--Eric

Eric Pettersen
UCSF Computer Graphics Lab

comment:3 by Witse.DeCleene@…, 6 months ago 

Hi Eric,

I wasn't able to answer your question on the online platform, so I hope it is okey to answer by email.


  *
My computer runs on Windows 11
  *
When I try to start ChimeraX nothing at all happens

Kind regards,
Witse
________________________________
Van: ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
Verzonden: maandag 14 april 2025 20:16
Aan: Witse De Cleene <Witse.DeCleene@uantwerpen.be>; pett@cgl.ucsf.edu <pett@cgl.ucsf.edu>
Onderwerp: Re: [ChimeraX] #17366: ChimeraX1.9 problem

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.


#17366: ChimeraX1.9 problem
---------------------------------------+----------------------
          Reporter:  Witse.DeCleene@…  |      Owner:  pett
              Type:  defect            |     Status:  feedback
          Priority:  normal            |  Milestone:
         Component:  Core              |    Version:
        Resolution:                    |   Keywords:
        Blocked By:                    |   Blocking:
Notify when closed:                    |   Platform:  all
           Project:  ChimeraX          |
---------------------------------------+----------------------
Changes (by pett):

 * status:  accepted => feedback

Comment:

 Hi Witse,
         What platform/OS are you using?  Does anything at all happen when
 you try to start ChimeraX?

 --Eric

         Eric Pettersen
         UCSF Computer Graphics Lab
--
Ticket URL: <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Ftrac%2FChimeraX%2Fticket%2F17366%23comment%3A2&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7Cfb6f5f6f6e3c4c209ac208dd7b8072e6%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638802513825907070%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=Siu82OjVRfw5zU%2FB78zuelUt3TgojyfMicS4%2FyvUdp4%3D&reserved=0<https://www.rbvi.ucsf.edu/trac/ChimeraX/ticket/17366#comment:2>>
ChimeraX <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Fchimerax%2F&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7Cfb6f5f6f6e3c4c209ac208dd7b8072e6%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638802513825928986%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=XjQh3BTfgktse%2BTqiScotAeP3JQpFHz9a4aTrBp%2Frxk%3D&reserved=0<https://www.rbvi.ucsf.edu/chimerax/>>
ChimeraX Issue Tracker

comment:4 by pett, 6 months ago

Hi Witse,

With no error message at all, it's a bit of a tough nut to crack. One possibility is that driver for your graphics card is buggy. You could consider going to the web site for the manufacturer of your graphics card and installing the latest available driver.
If you have Cygwin installed (www.cygwin.com) or were willing to install Cygwin (it's free), I might be able to help further.

--Eric

Eric Pettersen
UCSF Computer Graphics Lab

comment:5 by Witse.DeCleene@…, 6 months ago 

Hi Eric,

First of all, my apologies for the late response. I had to enlist the help of our IT department. We checked the driver of the graphic card and also tried a more recent version, but this didn't change anything. Furthermore we downloaded Cygwin and it gave an error notification, you can find these in the attachments.

Thank you for your help!

Best,
Witse
________________________________
Van: ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
Verzonden: donderdag 17 april 2025 22:43
Aan: Witse De Cleene <Witse.DeCleene@uantwerpen.be>; pett@cgl.ucsf.edu <pett@cgl.ucsf.edu>
Onderwerp: Re: [ChimeraX] #17366: ChimeraX1.9 problem

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.


#17366: ChimeraX1.9 problem
---------------------------------------+----------------------
          Reporter:  Witse.DeCleene@…  |      Owner:  pett
              Type:  defect            |     Status:  feedback
          Priority:  normal            |  Milestone:
         Component:  Core              |    Version:
        Resolution:                    |   Keywords:
        Blocked By:                    |   Blocking:
Notify when closed:                    |   Platform:  all
           Project:  ChimeraX          |
---------------------------------------+----------------------
Comment (by pett):

 Hi Witse,
         With no error message at all, it's a bit of a tough nut to crack.
 One possibility is that driver for your graphics card is buggy.  You could
 consider going to the web site for the manufacturer of your graphics card
 and installing the latest available driver.
         If you have Cygwin installed (https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.cygwin.com%2F&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7C86b6717b5a474e6cc4de08dd7df09096%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638805194377048949%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=%2BCBac3aC3cvqTgvCCHT0fnIBtzYBGkj6Jfd3ZuYFx%2FE%3D&reserved=0<http://www.cygwin.com/>) or were willing to
 install Cygwin (it's free), I might be able to help further.

 --Eric

         Eric Pettersen
         UCSF Computer Graphics Lab
--
Ticket URL: <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Ftrac%2FChimeraX%2Fticket%2F17366%23comment%3A4&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7C86b6717b5a474e6cc4de08dd7df09096%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638805194377069079%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=r9pkvXWBtUGryq8ODghQqpc35pObMA%2BSiXNU3pxNgg8%3D&reserved=0<https://www.rbvi.ucsf.edu/trac/ChimeraX/ticket/17366#comment:4>>
ChimeraX <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Fchimerax%2F&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7C86b6717b5a474e6cc4de08dd7df09096%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638805194377084424%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=iQmXbyWfxPNcPeGasXdK0sXvYdCMBlPGm4kPjWe0G%2BA%3D&reserved=0<https://www.rbvi.ucsf.edu/chimerax/>>
ChimeraX Issue Tracker

Cygwin_error_deel1.png​

Cygwin_error_deel2.png​

Cygwin_error_deel3.png​

Cygwin_error_deel4.png​

by Witse.DeCleene@…, 6 months ago

Attachment: Cygwin_error_deel1.png​ added

Added by email2trac

by Witse.DeCleene@…, 6 months ago

Attachment: Cygwin_error_deel2.png​ added

Added by email2trac

by Witse.DeCleene@…, 6 months ago

Attachment: Cygwin_error_deel3.png​ added

Added by email2trac

by Witse.DeCleene@…, 6 months ago

Attachment: Cygwin_error_deel4.png​ added

Added by email2trac

comment:6 by pett, 6 months ago

Hi Witse,

The Cygwin output was helpful. You have an ancient nonfunctional version of the OpenGL library installed on your system that ChimeraX is finding instead of the functional one. Please remove this file and try again:

C:\Program Files (x86)\ChemOffice2002\Common\DLLs\opengl32.dll

--Eric

comment:7 by Witse.DeCleene@…, 6 months ago 

Hi Eric,

I am finally able to open te program after following your instructions. Thank you so much for the help!

Kind regards,
Witse
________________________________
Van: ChimeraX <ChimeraX-bugs-admin@cgl.ucsf.edu>
Verzonden: maandag 28 april 2025 21:00
Aan: Witse De Cleene <Witse.DeCleene@uantwerpen.be>; pett@cgl.ucsf.edu <pett@cgl.ucsf.edu>
Onderwerp: Re: [ChimeraX] #17366: ChimeraX1.9 problem

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.


#17366: ChimeraX1.9 problem
---------------------------------------+----------------------
          Reporter:  Witse.DeCleene@…  |      Owner:  pett
              Type:  defect            |     Status:  feedback
          Priority:  normal            |  Milestone:
         Component:  Core              |    Version:
        Resolution:                    |   Keywords:
        Blocked By:                    |   Blocking:
Notify when closed:                    |   Platform:  all
           Project:  ChimeraX          |
---------------------------------------+----------------------
Comment (by pett):

 Hi Witse,
         The Cygwin output was helpful.  You have an ancient nonfunctional
 version of the OpenGL library installed on your system that ChimeraX is
 finding instead of the functional one.  Please remove this file and try
 again:
 C:\Program Files (x86)\ChemOffice2002\Common\DLLs\opengl32.dll

 --Eric
--
Ticket URL: <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Ftrac%2FChimeraX%2Fticket%2F17366%23comment%3A6&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7C9682e1eca7e444d2edcf08dd8687046d%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638814636645800432%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=G7PnjkT%2BXvy1CvXeR3ctXjGxSGjsv0tB5DnoVnwZHek%3D&reserved=0<https://www.rbvi.ucsf.edu/trac/ChimeraX/ticket/17366#comment:6>>
ChimeraX <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.rbvi.ucsf.edu%2Fchimerax%2F&data=05%7C02%7CWitse.DeCleene%40uantwerpen.be%7C9682e1eca7e444d2edcf08dd8687046d%7C792e08fb2d544a8eaf72202548136ef6%7C0%7C0%7C638814636645821020%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=CgHxutbRbD12SfGhvEgRF42NMLwaVPscslTZ1RaUvp4%3D&reserved=0<https://www.rbvi.ucsf.edu/chimerax/>>
ChimeraX Issue Tracker

comment:8 by pett, 6 months ago

Resolution: → fixed
Status: feedback → closed

That's great!

--Eric

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