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

Question

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

Paul · Answer

Hello Kendrick, 
 
I have completed the support form on your behalf. I have no idea what to suggest with this problem so hopefully the support team will be able to help you out. 
 
Regards 
 
Paul

Paul · Answer

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 · Answer

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 
 
 D&eacute;j&agrave; 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 · Answer

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 · Answer

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 · Answer

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 · Answer

Thanks Tommy, that was very nice of you to come back and report your eventual success. It would have been nice to put a finger on it, but I guess one thing we learn is that whatever caused this for you, might not be the same for anyone else anyway! 
 
Tricky! 
 
Glad you're up and running smoothly though. 
 
Regards 
 
Paul

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