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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? 
    Tell us what you need in our Community Solutions Hub

  • 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

  • 0 in reply to Jerzy Czopik
    Thank your for your reply. My screen actually goes black for about 5 seconds - so I do lose some time, but it is mostly annoying. Fortunately it doesn't cause the computer to crash or anything like that, so I don't lose any work. But as I said, so far it seems to be working fine with just the Intel Graphics (Skylake). I will let you know :-)
  • 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.

  • 0 in reply to Paul
    Nope, disabling the nvidia card didn't make a difference, I'm afraid...
  • 0 in reply to Tommy Lund
    Thank you for mentioning that you have the same problem, Tommy.
    I appreciate your attention to the issue, Paul.
    In my case, the computer occasionally crashes when this occurs, so it is a problem. However, the computer usually "restores" itself.
    Dell paid support replaced the NVidia drivers several times and I did it myself.
    This will happen even if I'm only using a single monitor throughout an entire session with the cable to the external monitor unplugged.
    Another graphics issue is that the file names are extremely small (too small to see, really) in the files view, the "File," "Home," etc. tabs at the top of the screen are equally small, and some of the writing in the blue start-up box/window is superimposed on rest of the writing.
    I'm not using Trados right now, but I just installed the most recent update, and after doing that my external monitor was disconnected and couldn't be reconnected without restarting the machine.
    I don't claim to know what's wrong, but I tried to stress the system by running several videos at the same time and having a large number of files open when not using Trados. So far, there have been no graphics driver problems when not using Trados.
    Regards,
    Ken Wagner
  • 0 in reply to Kendrick Wagner
    Thank you for your reply. I have also tried stressing the system by throwing everything I can at it - and there is absolutely no problem when Trados is not in use.
  • 0 in reply to Paul
    Hi again. I just wanted to let you know I have narrowed the problem down a little. It invariably happens when I am making some kind of input or commands with the keyboard or the mouse. It happens most frequently when I use the keyboard to move around in a long segment to edit the text. It happens a lot less frequently when I use the mouse to move around the text and to make most commands - so this could be considered some kind of "solution". The only problem is I work a lot faster with the keyboard than the mouse, so not really... Hope this gave you some idea of where to look for the the cause of this problem...
Reply
  • 0 in reply to Paul
    Hi again. I just wanted to let you know I have narrowed the problem down a little. It invariably happens when I am making some kind of input or commands with the keyboard or the mouse. It happens most frequently when I use the keyboard to move around in a long segment to edit the text. It happens a lot less frequently when I use the mouse to move around the text and to make most commands - so this could be considered some kind of "solution". The only problem is I work a lot faster with the keyboard than the mouse, so not really... Hope this gave you some idea of where to look for the the cause of this problem...
Children
  • 0 in reply to Tommy Lund
    Hi Tommy and all,

    I got a response to the support request logged for my by Paul Filkin. It contains a couple of steps after reinstalling the driver.
    I won't be using Trados for a week or more, so I won't know how it turned out for a while.
    The problem also seems to happen when I enter a lot of commands as opposed to text.
    Resolution seems to be involved, since there's overlapping text in the ribbon and opening screen.

    Regards,

    Ken

    Hello,

    Thank you for your reply.
    Searching online shows that this issue is related more or less with a driver update. Based on my results online, it seems that is has something to do with graphic driver.

    It’s not only Studio that causes this, it can happen even with other apps:
    msdn.microsoft.com/.../ff557228(v=vs.85).aspx

    1. Therefore, as a next step please do the following on your DELL laptop > go to Start > right click on your My Computer icon ( it is possible it is named This PC ) > select Properties
    2. A new window opens with System information
    - From the right side please click on Device Manager
    3. A new window opens ( Device Manager ) and from here please expand Display Adapters.
    Here you will see your installed graphic drivers.

    Based on what you have here for graphic drivers, please go to the vendor’s website and install the driver from there.
    For example Intel : downloadcenter.intel.com/
    For example Nvidia: www.nvidia.com/.../index.aspx

    4. If step 3 fails and if you have a Nvidia driver.
    5. Open the Nvidia Control Panel and go to Manage 3D settings
    6. From the right side please click on Program Settings
    7. Press to add SDL Trados Studio and select for preferred graphic drivers for this
    - As a preferred graphic processor for this, please select Nvidia driver and press OK.
  • 0 in reply to Kendrick Wagner
    Thank you for sharing this, Ken. However, I'm afraid this is just the typical time-wasting hogwash you would expect from a tech support person who has absolutely no clue what they are talking about (which is 99 percent of the time) - just to give you some illusion that they have a solution - and can be done with you. The link they are citing from Microsoft as if to wash their hands, saying, "look, it happens in other software as well," is completely erroneous. This link is about a blue screen error. This is NOT a blue screen error at all - and I use all kinds of software, and this error has occurred several times daily for the past 4-5 months (at least) in Studio, and NEVER in any other software. As for downloading the latest graphic drivers, if you have your settings set up correctly, this will happen automatically 99 percent of the time. Nevertheless, I have tried all kinds of drivers, old, new and newer than new (beta) from Intel, Nvidia AND Lenovo (my computer manufacturer) AND ASUS (the manufacturer of my old computer), and the problem stays the same regardless of which driver I use. The last bit of advice here just goes to confirm the fact that they have absolutely no clue. This option in Nvidia control panel is for 3D-software or a 3D environment, and does absolutely nothing if you are not in a 3D environment - and Studio obviously has absolutely nothing to do with 3D. And, yes, I was given this advice several months ago, tried it, and can confirm it does absolutely nothing. They might as well have given you the classic tech support advice, "Please restart your computer." It would have given you the same result - NADA...
  • 0 in reply to Tommy Lund
    Just a little comment to my own post here: My comments about clueless tech support people may seem very harsh and judgmental - and it is on it's own. The fact is, it's fine to be clueless - it happens to all of us from time to time. The problem occurs when you pretend to have a solution, just like you doctor does - write you some kind of prescription to keep you out of their office, at least for a while... My point is, just admit you don't know, and say you will keep trying until you find a solution, which I am confident they would if they would just stop focusing on these quick fixes, and thus distract everyone, including themselves, from focusing on finding real solutions.
  • 0 in reply to Tommy Lund
    I'm very sorry, Tommy. I also complained about a blue screen error. But only as an aside to the inquiry about my graphics driver crashing. This answer I forwarded was sent to me under the subject line about graphics drivers crashing. Right now, I'm working to meet a deadline on a project not using Trados and I didn't click on any of the links.
    My apologies.
    Ken
  • 0 in reply to Kendrick Wagner
    No, no - you should not be sorry at all :-) It's good that we share these things so we can know what is going on, and know that we are not alone with our problems. Thank you for sharing. It is only the tech support people I am frustrated with :-)
  • 0 in reply to Tommy Lund

    Unknown said:
    Just a little comment to my own post here: My comments about clueless tech support people may seem very harsh and judgmental - and it is on it's own.

    Hello Tommy,

    I'd agree with you here. That's not a very helpful comment at all.  I know the support engineer concerned and you don't... if you did you wouldn't say anything like this at all.  I'd also note the response said, as a first step.  The investigation here has not finished, this was just the first step, and if this doesn't help then we look further.

    You may have had a bad experience in the past, but we are trying to help, and comments like these are not helpful at all.  Clearly nobody knows what the right answer is as there could be different solutions in each case, but we should at at least rule out the obvious ones first don't you think?  Not everyone's problem will be as persistent as yours and we are as equally willing to work with you to solve this too.

    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 Tommy Lund

    Unknown said:
    yes, I was given this advice several months ago, tried it, and can confirm it does absolutely nothing.

    Did you follow up on this again?

    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
    I did, and nothing helped... I do agree with your comments above. This is just the frustration speaking. My comments were not directed at a particular support engineer, though. They are the result of years of bad experiences with many different support engineers - and with doctors (that I compare their approach to). By the way, after testing Deja Vu, I can reassure you that I still think Trados Studio is the best software, and I will stick to it and keep hoping that you will find the solution to this annoying problem :-)
  • 0 in reply to Tommy Lund
    Thanks Tommy. Well let's hope we fare a little better this time and manage to get to the underlying root of the problem.

    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