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Graphics Driver Crashes with Window 10 - Can't Log Support Request

Kendrick Wagner

Dear all,

Like Ilin earlier,  my graphics driver crashes when using Studio 2015. I have a brand-new machine with factory-installed Windows 10. The computer company's paid support has tried to fix the problem several times to no avail. I tried to log a problem at the support address, using Chrome but the support page wouldn't accept my completed request form.

This problem hasn't ever occurred when not using Trados Studio 2015.

Thank you for any help.

Regards,

Ken Wagner
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  • 0
    Just know you are not alone. I had the same problem on my old computer, and I still have the same problem on my brand new computer. This never happens using any other software than Trados Studio. The only people who can solve this, are the SDL Trados programmers. But nothing will happen until they start treating this as a universal problem and take it seriously - not just suggest we log support requests. This is not a problem with the users' computers. This is without a doubt a problem with the Studio 2015 software. Can someone please take this seriously?!
  • 0 in reply to Tommy Lund
    Hi Tommy,

    I can assure you we do take it seriously. The first step in getting our development team to look at a problem is for the support team to isolate the issue and understand what's causing it so we can reliably reproduce it. If we can't reproduce a problem then how do you expect us to fix it?

    What would you suggest we do to tackle this in a serious manner?

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
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  • 0 in reply to Paul
    This problem never occurred with Studio 2014, and as far as I can recall, it didn't happen with win 8 - and it certainly didn't happen with win 7, so somewhere along the line I would guess some kind of incompatibility issue occurred - most likely between the latest builds of 2015 and Win10. Since you really can't expect people to run an old OS to be able to use your software, I simply suggest that you must figure it out. I have a trial version of Deja Vu, and in the two weeks I have tested it, this problem hasn't occurred once in Deja Vu, but in the same period it has happened at least 2-3 times a day in Studio. Since this is obviously a problem with YOUR software, which you are charging almost double for compared to Deja Vu, for instance, I am simply suggesting this is a problem YOU must solve, and not something you should bother the end user with.
  • 0 in reply to Paul
    I use Studio on several computers. One of those is a Vaio with Intel graphics. There I have never experienced any graphics crashes. However I do experience graphics crashes with a Dell and a nVidia 960 graphics card. Its predecessor, a Dell with an ATI graphics, crashed never. As the graphics driver are often branded by the hardware manufacturer, I would really suppose the problem here and not in a software. "Without a doubt" would need hard investigation, which I really doubt anyone like us is able to perform. There are thousands of Studio user out there, thousands of which do use computer with Intel graphics - and you know what? I am quite certain they don't even know and notice anything...

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.

  • 0 in reply to Tommy Lund

    Unknown said:

    I have a trial version of Deja Vu, and in the two weeks I have tested it, this problem hasn't occurred once in Deja Vu, but in the same period it has happened at least 2-3 times a day in Studio. Since this is obviously a problem with YOUR software, which you are charging almost double for compared to Deja Vu, for instance, I am simply suggesting this is a problem YOU must solve, and not something you should bother the end user with.

    Hi Tommy,

    It's not as simple as that.  The code base is different, it's quite wrong to simply say it works on one software so it should on the other.  There are many things at play here and if we don't come across the problem in our own testing (and there are thousands and thousands of possible permutations to consider) then we can either spend the next few years testing them all trying to narrow down the specific case that causes this problem for us, or we simply ask for some guidance.  We are quite willing to work with anyone to try and resolve a problem that occurs to make the software better for everyone.  As Jerzy mentions, this is not a widespread issue, so I think it's perfectly reasonable, and I would have hoped our users would be pleased, for us to work together to improve the software.

    I can tell you, after one of our account managers emailed me after reading this thread, that she had a client who had this issue.  She checked her graphics drivers and updated them and the issue went away.  Apparently she had thought that her drivers were the latest available but apparently they were not even though it was a new computer with Win 10.

    There are many things at play here, nothing is so simple... unfortunately!  But we are willing to try and help.

    Just a final comment on this...

    Unknown said:

    ...which you are charging almost double for compared to Deja Vu

    Déjà Vu list price is 420 EU, Studio 2015 Freelance list price is 436 EU... where are you getting your prices from?  If you're comparing Professional and Workgroup then it's not exactly apples for apples, but even there it's hardly double.

    Regards

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

  • 0 in reply to Paul
    Well that's certainly weird. I have my invoice from SDL as of 2 January 2016 in front of me, and it says 795 EU for SDL Trados Studio 2015 Freelance, which should be comparable to the Deja Vu version I am testing... I must really have been conned, then... But never mind that. I do understand that these things are complicated, and I do appreciate your willingness to find a solution. However, even if this problem is really annoying, it only takes up a couple of minutes of my day. I really do not want to spend my time with a lot of back and forth trying to figure out this problem. And by the way, I would never dream of asking anyone of my clients to help me with a translation problem... They pay me, and I should find the solutions... I am absolutely certain I have the latest drivers, but Jerzys reply did give me one idea, which I am now testing out - there might be a problem with the nvidia hardware or software - so I have now decided to disable that graphics card and only use Intel graphics when working with Studio, and so far, so good. I will let you know if it makes a difference in the long run, though :-)
  • 0 in reply to Tommy Lund
    Why do you lose ANY time due to that? In my case there is NO delay at all. Windows 10 tells me, that my graphics driver has been restored after a crash, but I do not even need to click anything. There is no working delay, I do not even see anything flickering on the screen. And yeah, I suppose the culprit is nVidia, as neither the ATI nor the Intel machines do have any problems with graphics.
    If I am unlucky with something, so this is the nVidia graphics in my newest Dell, which delivers a picture much worse than the old ATi in my old Dell... mMight very well be, that I buy me an ATi card to replace that nVidia. Since I remember ATi has ALWAYS delivered much better picture as nVidia. nVidia is gamer video, but I'm not a gamer.

    This issue may also be resolution related. Studio is indeed not working good on resolutions above Full HD.

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.

  • 0 in reply to Jerzy Czopik

    Unknown said:
    This issue may also be resolution related. Studio is indeed not working good on resolutions above Full HD.

    Hi Jerzy,

    I don't know if it is or not, but we are working on this.  The list of possible things we need to address for this one are also non-trivial but you'll be pleased to know they are in hand.

    Paul

    Paul Filkin | RWS Group

    ________________________
    Design your own training!
    You've done the courses and still need to go a little further, or still not clear? 
    Tell us what you need in our Community Solutions Hub

Reply Children
  • 0 in reply to Paul
    Hi Paul
    I know you know and work on this. Nonetheless, for the moment Studio (not only, BTW) does simply not behave, if you take resolutions of more than 1920x1200 pixel. There are steps to be taken to make Studio working on high DPI displays, but these are not yet the final solution I think. And a DPI issue may quite well be causing the trouble here.

    _________________________________________________________

    When asking for help here, please be as accurate as possible. Please always remember to give the exact version of product used and all possible error messages received. The better you describe your problem, the better help you will get.

    Want to learn more about Trados Studio? Visit the Community Hub. Have a good idea to make Trados Studio better? Publish it here.