chimerax don't start on windows 10

[schneidg@…]

Hello,

my name is Guillaume, I am a IT technician in the company IGBMC. I contact you because we have a problem with your software ChimeraX (daily version and 0.9), it does not start on some of our computers (Windows 10), we installed visual C ++ 2015 (32 bits or 64 bits), C ++ 2017 , etc ... But nothing changes the software will not start. We hope you can help us.

Best regards,
Guillaume

[Eric Pettersen]

Reported by Guillame Schneider

[Greg Couch]

Can you send me the output of the dxdiag program for this computer? We have seen this bug with recent Intel graphics drivers and I'd like to confirm that your computer is in that category or not.

Merci beaucoup,

Greg

[schneidg@…]

-----Message d'origine-----
De : ChimeraX [mailto:ChimeraX-bugs-admin@cgl.ucsf.edu] 
Envoyé : lundi 4 novembre 2019 23:01
Cc : goddard@cgl.ucsf.edu; gregc@cgl.ucsf.edu; Guillaume SCHNEIDER <schneidg@igbmc.fr>
Objet : Re: [ChimeraX] #2540: chimerax don't start on windows 10

#2540: chimerax don't start on windows 10
---------------------------------+------------------------
          Reporter:  schneidg@…  |      Owner:  Greg Couch
              Type:  defect      |     Status:  feedback
          Priority:  normal      |  Milestone:
         Component:  Platform    |    Version:
        Resolution:              |   Keywords:
        Blocked By:              |   Blocking:
Notify when closed:              |   Platform:  all
           Project:  ChimeraX    |
---------------------------------+------------------------
Changes (by Greg Couch):

 * status:  assigned => feedback


Comment:

 Can you send me the output of the dxdiag program for this computer?  We  have seen this bug with recent Intel graphics drivers and I'd like to  confirm that your computer is in that category or not.

    Merci beaucoup,

    Greg

--
Ticket URL: <https://plato.cgl.ucsf.edu/trac/ChimeraX/ticket/2540#comment:2>
ChimeraX <http://www.rbvi.ucsf.edu/chimerax/>
ChimeraX Issue Tracker

DxDiag.txt​

[schneidg@…]

Added by email2trac

[Greg Couch]

So your computer has Intel HD Graphics 630 and the display driver version is 24.20.100.6286.

We are seeing lots of problems with Intel HD graphics drivers right now. If the computer is not a laptop, the best fix would be to install an AMD or NVIDIA graphics card. With laptops, you'll need to experiment with different Intel graphics drivers. The first recommendation would be to switch to an older or newer version of the driver that is available from Dell.com. If that doesn't work, you can get drivers directly from Intel at ​https://downloadcenter.intel.com/. On the system I use to reproduce this bug with Intel HD 530 graphics, the xxx.xxx.xxx.6373 driver worked (provided by Windows Update), but the xxx.xxx.xxx.7323 version from downloadcenter.intel.com did not.

If you find an Intel driver that works, please let us know. When we have a workaround for this bug, we'll let you know.

[Greg Couch]

Can you describe what "don't start" means? Does it start, but present a blank window? Or does it not start at all?

[Greg Couch]

Salut Guillaume. We need more information. Can you explain more about what you mean when you say "the software will not start"? Do you see anything when it starts?

[Greg Couch]

No response from user. Newer versions of Intel graphics driver work. And newer versions of ChimeraX have the necessary Microsoft Visual C++ runtime.