Learning Forum

[Roberto]

🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions

Hello 

I have a client who comes up with a critical error as soon as you start the installation.
Has administrator rights and enough memory to install the software.
Has a graphics card with 985 display memory that could be causing that?

I have attached photos with the features

Regards

[Devendra Badgujar]

Hi Roberto

The minimum hardware requirements for Discovery products can be found here, please go through this: Ansys Discovery Hardware Requirements - Knowledge Base - Ansys Discovery Forum

If this is an Quadro K600, I believe it does meet the requirements and might be causing this.

Regards.

[Roberto]

Devendra Badgujar Hello 

So the cause is the graphics card most likely?

[Devendra Badgujar]

Hi Roberto 

Yes right mostly likely graphics is the reason for this.

Also please go through the other requirements mentioned in the article as well. 

Regards.

[Roberto]

Devendra Badgujar 

I imagined that the cause was because the dedicated card is under 1Gb, the other requirements are fine I checked

Best regards

[Devendra Badgujar]

Roberto 

Quadro K600 is not supported Video Card, you can find the list of Unsupported Video Cards in the same article.

[Roberto]

Devendra Badgujar Does the list of cards listed apply to both discovery and SpaceClaim?

Regards

[Devendra Badgujar]

Roberto 

Let me check and get back to you.

[Devendra Badgujar]

Hi Roberto

The list for unsupported graphics cards is just for Discovery Explore stage. For Explore mode to work, you need minimum 4GB dedicated GPU RAM, while 8GB GPU is recommended and when running under Discovery Modeling at least 2 GB of discrete video memory is required (4+ GB recommended).

For SpaceClaim: Discrete graphics card with the latest drivers and compatible with the supported operating systems. For full functionality, use of a recent NVIDIA Quadro or AMD Radeon Pro card with at least 1 GB of discrete video memory and supporting, at a minimum, OpenGL version 4.5, DirectX 11, Shader Model 5.0.

Sorry for the confusion, in this case the cause for the error might be because the dedicated card is under 1Gb.

Let me know if you have any further questions on this.

Thanks & Regards.

[Roberto]

Ciao  Devendra Badgujar

La scheda viene venduta come DDR3 da 1 Gb, quindi SpaceClaim dovrebbe funzionare.

Ho aggiornato i driver della scheda grafica.

What else can be the mistake?

https://www.nvidia.com/content/pdf/data-sheet/nv-ds-quadro-k600-us.pdf

Saluti

[Devendra Badgujar]

Roberto 

Did they first unzip the installation files and then ran the setup.exe file in Administrative mode? If not, can they please try this out and let me know if that helps?

Regards.

[Roberto]

Hello Devendra Badgujar

Yes I did all this, even disabled the antivirus

Regards

[Devendra Badgujar]

Roberto 

Can you please try reinstalling it? Make sure that your Firewalls/antivirus are not blocking SpaceClaim from running (temporarily turn off firewalls and antivirus). 

There is also a slim possibility that some security setting in Windows has been changed and is now blocking this.

It is recommended to have graphics cards with 1 GB of graphics memory or higher for SpaceClaim and can be the reason but I will once confirm with the team and will let you know.

Regards.

[Roberto]

Hello Devendra Badgujar

I ran the test and it still doesn't work.

Do you have any other ideas? the card as you see in the features I sent you and 1Gb, could it be that that card is not really compatible?

Regards

[Devendra Badgujar]

Hi Roberto

This seems like some issue with either the installation process, installer file, permissions or something else to do with installer. GPU Memory will come into picture only during launch of the product. 

Can you please ask them to try downloading the installer again and see if that helps?

Discovery Downloads - Knowledge Base - Ansys Discovery Forum

Once that finishes downloading, unzip that folder. In the unzipped folder, Right-click the setup.exe file and select Run as administrator. Temporarily disable any antivirus, antimalware, and/or Windows Defender functions. 

If the problem persists, please share below-mentioned installation log files located at ~/Ansys Inc

Install.log

Install_licconfig.log

Install.err (if it exists)

Regards.

[Roberto]

Hello Devendra Badgujar

I have already done this test, I am already sending you the required files.

I send you all the folder it creates before the software crashes https://we.tl/t-ETek9DtRb3

Regards

[Devendra Badgujar]

Roberto 

Can you please confirm if the file downloaded is correct installer from here?

hey can also try installing each of the items under C:Program FilesANSYS Incv221prereq to ensure they have the right prerequisites in place. 

Let me know if this helps.

Regards.

[Roberto]

Ciao  Devendra Badgujar

I confirm everything, the file was downloaded from your portal , we have already tried to install it in C and D but always the same problem.
How about installing each of these?

[Devendra Badgujar]

Roberto 

Just to rule out the possibility please can you ask them to try installing each of the items under C:Program FilesANSYS Incv221prereq to ensure they have the right prerequisites in place, I see an message shown below:

The installation will copy the prerequisite setup files from the media in case you need to reconfigure later or if you need to configure client machines for products installed to a network share.
This may take a while ...
 

If they still face the issue, we can have a meeting to discuss. I will share these with the installation team, before having a meeting with you so that it will be easier to resolve the issue.

Regards.

[Devendra Badgujar]

Roberto 

Yes please try installing each of the items and let me know if it helps.

[Roberto]

Hello Devendra Badgujar

Now I try to install the setups all inside the folder you told me and I will notify you

Thank you

[Roberto]

🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions

Hello Devendra Badgujar

I am attaching the videos of what I did, at some point from an error (I attach image) could that be the problem?

Installing everything doesn't work

Regards

[Devendra Badgujar]

Roberto 

Let me check with the installation team and get back to you. 

[Devendra Badgujar]

Hi Roberto

What do they have for Antivirus installed?

Have them try downloading the installer locally and running it, rather than running from a network location and see if it helps.

Please open the Windows Event Viewer and have them save the Application and System events and share them.

[Roberto]

🛈 This post originally contained file attachments which have been removed in compliance with the updated Ansys Learning Forum Terms & Conditions

Hello Devendra Badgujar

They have kaspersky, but it is not the problem as on 1 other computer it is installed and SpaceClaim works.
I have already installed it from the SpaceClaim local.

I attach the files

Regards

[Devendra Badgujar]

Roberto 

I am checking this with the team and will get back to you.

[Devendra Badgujar]

Hello Roberto

I checked with the installation team and they said this could be due to lack of space on the drive. This install requires roughly 9.0 GB and the space remaining on C: is 9.2 GB. Can you have them try freeing up space, or try installing to their D drive?

Regards.

[Roberto]

Hello Devendra Badgujar

As previously mentioned it does not work on both D and C.

Yesterday they released C with 25GB and it didn't work anyway, while in D there are more than 100GB

Regards

[Roberto]

Hello Devendra Badgujar

I tried to install the software even with windows in safe mode but it still doesn't work

Regards

[Roberto]

Hello Devendra Badgujar

I update you that the problem has been solved

[Devendra Badgujar]

Roberto 

Thanks for letting me know. 

Regards.