Any way to figure out why FlexSim keeps crashing?

[amir_e1]

[ FlexSim 21.1.2 ]

I was using FlexSim on a different machine running on WIndows 7. Everything was fine.

Then I got a new PC and installed the newest FlexSim version (Windows 10, Dell Alienware Aurora 10). Returned the license on the previous PC and activated on new one.

Now it crashes running the simplest model (M/M/1). Especially if I use something like the Experimenter.

Is there any way to understand why it crashes? If the new hardware is faulty (which seems to be fine with everything else), or is it because I returned the license and reactivated?

I am at a loss. Any loss would be appreciated.

[joerg_vogel_HsH]

Do you run old models? Which version they are of? Have you build a new model? Can you attach a model? Was your last Installation a FlexSim 32-Bit version, because now it is a 64-Bit one? How far did you get with the steps of FlexSim installation and startup errors? Did you installed c++ redistributable .net 3.5?

[amir_e1]

Thank you for your comment.

Yes, I have completed most of these steps.

The problem is not related to a model. For example, I start up FlexSim, then drag it from one monitor to another one and it crashes (Not responding). These are totally random crashes and have nothing to do with the model.

I have installed using both exe and msi. I have also updated my C++ redistributables.

I appreciate any other help you could provide.

[joerg_vogel_HsH]

Now it is not an installation but a graphical error. There is another article, also mentioned in installation errors article. Please do the steps of graphics compatibility - common problems and solutions.
I beg you to document what you do. And please be precisely about it. It doesn’t really help just to say you have done it. We need exactly to know which steps are completed. What is the content of the error logs? And if it is a graphic problem, don’t trust the Windows update to install the latest graphic drivers. You get the actual newest drivers only from the vendors support pages.

[Ben_WilsonADSK]

@Amir E, if you need help with updating your graphics drivers, please post back with a screenshot of your Help > About FlexSim popup. It has some graphics hardware and driver info that would be useful in helping us determine the next step.

[amir_e1]

I greatly appreciate your help. I apologize for not being thorough in my response.

Here is my About FlexSim (as you can see, I updated the driver to the latest May 11, 2021):

Here is an error that just occurred when trying to start a new model:

Open FlexSim's default workspace : Done

Check that your computer meets FlexSim's minimum system requirements. Done

Update your graphics driver Done (in fact it crashes less frequently now, but still a lot)

Try a different graphics driver Used Dell diagnostics and everything was fine.

Try starting FlexSim with higher permissions Done.

Try turning off Shadows Done

Try switching to a different OpenGL Context Tried all 3.

Test with other 3D applications I don't play games. Not sure what application I can use for this.

Screenshot of Device manager:

I have completed most of these and still keeps crashing. Even when I try to open a New model.

One observation: I have two monitors. FlexSim crashes less frequently on Screen 1 (the main one). But it crashes almost immediately on Screen 2 (which is a 42" smart TV I am using as a monitor).

Again, I appreciate your time and consideration.

[joerg_vogel_HsH]

I don't have so much experience of these combinations. But I assume there is a problem with the timing settings of you different display types. Have you deactivated the stereoscopic 3D in Global Preferences for your Graphic in FlexSim. Then I would try to setup the monitor settings of your both displays in Windows Properties or maybe later even in your AMD setup tool. I would start with the same resolution and refresh rate on both devices. Maybe you can set them up to show full HD in default frequencies. If all this don't work, you have to wait until the development of FlexSim works again today, beecause I guess only.

[wangyangWTKKN]

Previously, we also encountered such a problem, which was caused by the problem of Microsoft Pinyin input method in Win10 system. we selected the compatible lower version in the general settings of the input method, and the problem was solved.I don't know whether this method can solve the problem you are facing now.You can try it.

[Ben_WilsonADSK]

Hi @Amir E,

Thanks for the detailed report.

A couple of questions:

1. Is this a desktop or laptop? Is there a model number you can share?
2. In Windows settings you can find the Scaling setting for each monitor. Please send the scale percentage for each monitor. Are they the same setting, or does FlexSim have to re-scale as you drag from one monitor to another?
3. What is the display resolution for each of your monitors.
4. Do you experience the crash issue if the TV is not attached to your computer? When only the main monitor is attached.
5. From your statement "Try switching to a different OpenGL Context Tried all 3":
   1. After changing the setting to Generic (No GPU acceleration), did you then restart the program?
   2. After restarting, did the crashing occur in the same fashion as previously under the Recommended or Core settings?
6. In regards to Wang.Yang's Answer, do you have some kind of additional input method or other language settings installed on your computer? Can you share the details?

Thanks in advance for your answers.

[amir_e1]

Hi @Ben Wilson

Thank you for your attention to this matter.

1) Desktop. Dell Alienware Aurora R10, AMD Ryzen 9 3900 12-Core Processor, 3094 Mhz, 12 Core(s), 24 Logical Processor(s), 32 GB Ram

2&3) Both 100%, 1920x1080 resolution, landscape

4) When I disconnect/deactivate one of them, it works perfectly. I only have issues when I am using two screens.

5) When I change to No GPU Acceleration, FlexSim is closed inadvertently. It does not crash (Not Responding). It just closes the program without any warning or anything.

6) Yes, I have Persian language as well as English. But I mainly use English.

It seems like there is no easy solution. I guess I will disable one screen when working with FlexSim. I don't want to pester everyone furthermore. I can accept one of the answers if that helps.