Learning Forum

[ceo_office]

Hi all,

I cannot start my Discovery SpaceClaim 20019 R2 with the following message. Please let me know how to fix it! Thanks!

Best regards,

[subashni.satish]

Hello nicolas.scire

Could you please try uninstalling and reinstalling the software?

While reinstalling please ensure that you have temporarily turned off the Firewall.

Also, ensure that you run the 'Setup.exe' with administrator permissions (i.e 'Run as administrator').

[ceo_office]

Hi Subashni ,

 

Thanks for your support! However, I still run into the same problem after your steps.

It is noted that the program used to work properly. I start it today and detect the problem.

 

I did some searches and it seems to be related to .NET framework. Re-installing the .NET Framework cannot fix the problem too.

 

Best regards,

[subashni.satish]

Hello nicolas.scire

I will have to consult my team regarding this.

In the meantime, can you confirm if any changes were made to the OS ( Ex. Windows update) or Firewall recently?

[ceo_office]

 Hi Subashni ,

Thanks! I have used Kaspersky Internet Security for more than 2 years. It does not cause any problem with SpaceClaim as far as I know.

I am using Windows 10 Home 1903. Windows Update automatically installs the updates. Hence, I am not sure if any change makes SpaceClaim broken.

Best regards,

[subashni.satish]

nicolas.scire

Thanks for sharing the information. I have written to the Discovery Team on your issue. I will get back to you as soon as I hear from them.

[subashni.satish]

Hello nicolas.scire

Our team would like to investigate a few error log files. Could you please follow the below steps and send us the files at ansys-discovery-support@ansys.com.

1. Please go to /Ansys Inc and send us :
   Install.log
   Install.err
2. Next, Open "Event Viewer" by clicking the "Start" button 
3. Click "Control Panel" > "System and Security" > "Administrative Tools", and then double-click "Event Viewer" 
4. Click to expand "Windows Logs" in the left pane, and then select "Application". 
5. Click the "Action" menu and select "Save All Events As". 
6. Name the file "Applicationviewer.evtx" and click the "Save" button. 
7. Click the "OK" button if you see a "Display Information" dialog. 
8. Repeat Steps 3-5 and select "System" and save as "Systemviewer.evtx"
9. Please send the 2 saved files.

To summarize, your email should contain:

• Install.log
• Install.err
• Applicationviewer.evtx
• Systemviewer.evtx

[ceo_office]

Hi Subashni ,

 

Thanks! I sent an email to the Support Team with the required files. It is noted that "Install.err" is not exist in the installation folder.

 

Best regards,

[subashni.satish]

Hello nicolas.scire

Thank you for sending the files. I have forwarded them to the concerned team. I will get back to you as soon as I hear from them.

[ceo_office]

SOLVED: The problem is fixed after re-installing "vcredist" packages in the "prereq" folder.

[subashni.satish]

nicolas.scire

Good to know that our solution worked. 

Hope you enjoy using ANSYS Discovery Products.