Can't Start Recap (white screen)

[_Leonid]

When I run the project, I see only a white screen, although when I move the mouse cursor, the context menu appears. This problem has already occurred on three computers (windows 10). Version 5.0.0.40 (other versions 5.X. X. X. XX behave similarly)

[jayson.sterba]

hi @_Leonid,

Does this screen appear when you open recap or while you are in a specific project? I ask because your message indicates that you are running a project?

is it when you attempt to open the project? While you attempt to perform a specific task?

Has this issue occurred before, or is this the first time you are using it on these machines?

Does your machine meet the system requirements to run Recap PRO? These can be found here

Please provide a little more information so I can assist in troubleshooting your issue. 

Thanks and have a great day!

[_Leonid]

I see a white screen after launching any project. We have a lot of such computers, and many of them work fine. I think the problem is because of Windows 10 updates, but how to be I don't know.

and hardware

[jayson.sterba]

hi @_Leonid,

I am sorry to hear you are having this issue. Thanks for providing more feedback and some specifications on your computer. Have you checked to see if your NVIDIA card is assigned to ReCap? Its possible that ReCap is attempting to run off a different graphics card. 

Additionally, Have you updated your graphics driver recently? 

In case you don't know how to do this please see this article on Assigning NVIDIA Card to a Program

Please follow the instructions under the NVIDIA solution but on step four select "Recap" instead of "autocad"

Please let me know if you have any questions or if this does not resolve your issue.

Please “Accept As Solution” if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

Have a great day

[_Leonid]

I don't understand what your solution is.  we have the same computers with the same video cards and some of them the program works.

[jayson.sterba]

hi @_Leonid,

my recommendation in the last post was that you check to see if the graphic drivers on your NVIDIA card are up to date. The video cards may be the same in the different machines, but updating the drivers is always recommended, it could be older on one machine vs the others. The other thing I asked you to check was to see if the NVIDIA card is directly assigned to ReCap PRO. It is possible that your computer is trying to run ReCap with a native graphics card and not your NVIDIA card.

Thank you

[anil_mistry]

Hi @_Leonid,

I'm just checking in to see if you need more help with this. Did the suggestion that @jayson.sterba provided work for you?

If so, please click Accept as Solution on the posts that helped you so others in the community can find them easily.

[Anonymous]

SOLVED TOO: Hello, I am having the same problem recently, but the solution doesn't work for me. I don't have an NVIDIA card on my laptop. I have only built-in Intel UHD Graphics 620 and Recap Photo had been working well for almost a year with it until now. I tried to reinstall the driver install all windows updates, all Recap Pro/Photo updates, rebooted, but still I get the grey screen. Can anyone help please?

UPDATE: I did nothing special on the top of the mentioned steps and it started working suddenly. Maybe some update process has been still running at the background and finished only now.

[_Leonid]

my problem solved after installing all the latest updates of windows 10