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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
    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...
  • 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

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  • 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

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