topic Re: Archicad doesn't work, the program doesn't start in Installation & update

Archicad doesn't work, the program doesn't start

Anonymous — Tue, 30 Jan 2024 09:18:22 GMT

I downloaded archicad 23 and the program doesn't start.
I clicked on the icon and the program window opens, but clicking on "new project" the program crashes. I also tried to download ARCHICAD 22, but after starting the program, it closes automatically after the start window.
I have reinstalled both programs several times and I have also tried ARCHICAD 23 in the English version, but the problem remains.
I have cleaned the computer from old files and updated the graphics card, but there is always the same problem.

I don't know what to try anymore, please help me!

Re: Archicad doesn't work, the program doesn't start

Karl Ottenstein — Thu, 14 May 2020 17:07:00 GMT

What is the version/build of your operating system? What are your computer specs?

Re: Archicad doesn't work, the program doesn't start

Anonymous — Fri, 15 May 2020 11:07:20 GMT

Karl wrote:
What is the version/build of your operating system? What are your computer specs?

I have a laptop with Intel (R) Core (TM) i5-6200U CPU 2.30GHz 2.40 GHZ, with a 64-bit operating system.
Also, I have windows 10 as the operating system, with build number 18362.836.
My display adapters are:
- AMD Radeon(TM) R5 M430
- Intel(R) HD Graphics 520.

Re: Archicad doesn't work, the program doesn't start

Karl Ottenstein — Sat, 16 May 2020 16:17:05 GMT

There should not be a problem starting... assuming sufficient RAM (not mentioned in your list).

Do you have any antivirus or firewall running? If so, try uninstalling, disable AV/FW, and re-install and launch. It should at least launch in demo mode. If not, contact tech support.

Re: Archicad doesn't work, the program doesn't start

Anonymous — Sat, 16 May 2020 17:40:51 GMT

Karl wrote:
There should not be a problem starting... assuming sufficient RAM (not mentioned in your list).

Do you have any antivirus or firewall running? If so, try uninstalling, disable AV/FW, and re-install and launch. It should at least launch in demo mode. If not, contact tech support.

The RAM is correct with software requests.

In the past days I have also tried to install the program without antivirus, but nothing changes.

Also, I have been trying to contact technical support for weeks but I am unable to receive support.

I'm desperate,I can't do my job

Re: Archicad doesn't work, the program doesn't start

Karl Ottenstein — Sat, 16 May 2020 20:04:29 GMT

PatriziaTR wrote:
Also, I have been trying to contact technical support for weeks but I am unable to receive support.

What country are you in? What type of license do you have? Who specifically have you tried to phone that never answers?

Re: Archicad doesn't work, the program doesn't start

Anonymous — Sat, 16 May 2020 22:04:43 GMT

Karl wrote:

PatriziaTR wrote:
Also, I have been trying to contact technical support for weeks but I am unable to receive support.

What country are you in? What type of license do you have? Who specifically have you tried to phone that never answers?

I am in Italy and I have an Educational license because I'm a student.
I called "GRAPHISOFT Italia S.r.l." (Via Rossignago, 2/a, 30038 Spinea - (VE)) but probably for the COVID-19 emergency they never answered at the phone or email.

Re: Archicad doesn't work, the program doesn't start

Jacques Toerien — Sun, 17 May 2020 08:08:07 GMT

Is Windows Defender turned on? Try disabling it if it is to test.

As both AC 22 and AC 23 aren't working I suspect something on the Windows end. Do you receive any notifications when the program stops working?

Did you use ArchiCAD before with a commercial license and are now trying to use a student version? Crashing at the startup / splash screen is often license related.

Re: Archicad doesn't work, the program doesn't start

Lingwisyer — Mon, 18 May 2020 01:53:53 GMT

There were some other posts that mentioned something about forcing AC to use your dedicated GPU / disabling the integrated GPU.

Here is a thread on the MS forums about how to do it; https://answers.microsoft.com/en-us/windows/forum/all/is-there-a-way-to-force-a-program-to-use-a/fab4efc1-536a-419e-93cf-f845166372d9

Re: Archicad doesn't work, the program doesn't start

Anonymous — Mon, 18 May 2020 17:30:06 GMT

Jacques wrote:
Is Windows Defender turned on? Try disabling it if it is to test.

As both AC 22 and AC 23 aren't working I suspect something on the Windows end. Do you receive any notifications when the program stops working?

Did you use ArchiCAD before with a commercial license and are now trying to use a student version? Crashing at the startup / splash screen is often license related.

I have antivirus Norton and I tried to disable autoprotect but everything is the same.

I have also tried in the past to install the software with the antivirus disabled, but nothing.
I don't get any notification when the program stops working, but the software window reports "no answer".
I used archicad 22 on the same computer last year with an educational license also.

Re: Archicad doesn't work, the program doesn't start

Anonymous — Mon, 18 May 2020 17:32:10 GMT

Lingwisyer wrote:
There were some other posts that mentioned something about forcing AC to use your dedicated GPU / disabling the integrated GPU.

Here is a thread on the MS forums about how to do it; https://answers.microsoft.com/en-us/windows/forum/all/is-there-a-way-to-force-a-program-to-use-a/fab4efc1-536a-419e-93cf-f845166372d9

after your kind reply I tried this procedure, but even setting the dedicated GPU, it doesn't work

Re: Archicad doesn't work, the program doesn't start

Minh Nguyen — Mon, 18 May 2020 20:30:11 GMT

Hi PatriziaTR,

Thank you very much for sharing the issue and I am very sorry about the experience!

From your description, I believe that you should have a Bug Reporter dialog appear after the crash. Did you manage to send the crash report to us via the Bug Reporter? If yes, could you please send me the bug IDs for checking? It may reveal what made ARCHICAD crash under the hood!

If you didn't write down the number, it can be found in a file called SubmissionLog.txt in C:\Users\<user>\GRAPHISOFT

If you did not send the crash report, could you please go through the process again and send me the bug ID for checking?

Looking forward to hearing from you!

Best regards,
Minh

Re: Archicad doesn't work, the program doesn't start

Anonymous — Tue, 19 May 2020 08:37:08 GMT

mnguyen wrote:
Hi PatriziaTR,

Thank you very much for sharing the issue and I am very sorry about the experience!

From your description, I believe that you should have a Bug Reporter dialog appear after the crash. Did you manage to send the crash report to us via the Bug Reporter? If yes, could you please send me the bug IDs for checking? It may reveal what made ARCHICAD crash under the hood!

If you didn't write down the number, it can be found in a file called SubmissionLog.txt in C:\Users\<user>\GRAPHISOFT

If you did not send the crash report, could you please go through the process again and send me the bug ID for checking?

Looking forward to hearing from you!

Best regards,
Minh

thank you for your availability in helping me.
I have searched for this file and its title is " VanishReport-20200518(17-16-00.742)-[3508]".
inside, it says:

"//================= BEGIN REPORT ======================

Exception (process terminated)
NetBIOS name: LAPTOP-3PL42RJQ
User name : patri
Account name: patri
Domain name : LAPTOP-3PL42RJQ

Program Version: 23.0.0 R1 (4006) (64-bit)
Package Version: v2019 FULL ITA 4006
Command Line: "C:\Program Files\GRAPHISOFT\ARCHICAD 23\ARCHICAD.exe" -starter=1092 -ipcdirect=tcp://127.0.0.1:65051
Process ID : 3508
Thread ID : 0
OS Version : Windows WorkStation (10.0) 10.0.18363 (64-bit)

Session start: 2020/05/18 17:14:49
System time: 2020/05/18 17:15:50

MS VC minidump file created at: MS VC minidump file could not be created.

Exception code: 00000001 (OW Report: Supervisee quit unexpectedly)

Call stack:

Could not find event for supervisee's process id or process name!
Process IDs of the last 10 application error events:
1020
4508
6664
11836
15584
15520
17752
9520
10444
11888

Timing information:
Reporting sum: 10.145593 s
Minidump generation:
Stackwalk:

//+=+=+=+=+=+=+=+=+ END REPORT +=+=+=+=+=+=+=+=+=+=+=+=+"

I thank you and I await your reply.

Re: Archicad doesn't work, the program doesn't start

Minh Nguyen — Tue, 19 May 2020 08:54:37 GMT

Hi,

Thank you for the information!

Unfortunately, from this report, it does not provide enough information to find out why the crash happens. Could you start ARCHICAD again and let it crash, send the report to GRAPHISOFT through the Bug Reporter and send me the bugID, that should look like this: AC22-2020-05-xx-xx-xx-xx-xxxx (with x is a number)?

Thank you very much!

Best regards,
Minh

Re: Archicad doesn't work, the program doesn't start

Anonymous — Tue, 19 May 2020 10:53:59 GMT

mnguyen wrote:
Hi,

Thank you for the information!

Unfortunately, from this report, it does not provide enough information to find out why the crash happens. Could you start ARCHICAD again and let it crash, send the report to GRAPHISOFT through the Bug Reporter and send me the bugID, that should look like this: AC22-2020-05-xx-xx-xx-xx-xxxx (with x is a number)?

Thank you very much!

Best regards,
Minh

Dearest, I did what you suggested and the bugID IS : AC23-2020-05-19-12-48-43-7842.
I also give you another information. I had downloaded the program again and starting it in demo mode it opened and it works. When I closed and reopened, I entered my license key and upon restarting it crashed again.

Re: Archicad doesn't work, the program doesn't start

Minh Nguyen — Wed, 20 May 2020 06:48:13 GMT

Hi,

Thank you for the information! ARCHICAD working in DEMO definitely suggests that something is blocking ARCHICAD from looking for the license. Could you completely remove the anti-virus program (Norton in your case), start ARCHICAD and enter the student license and see if ARCHICAD can successfully start? I understand that it might be time-consuming, but this is necessary to make sure that the AV program will not mess with ARCHICAD startup process.

Let me know how it goes!

Best regards,
Minh

Re: Archicad doesn't work, the program doesn't start

Anonymous — Wed, 20 May 2020 08:54:43 GMT

mnguyen wrote:
Hi,

Thank you for the information! ARCHICAD working in DEMO definitely suggests that something is blocking ARCHICAD from looking for the license. Could you completely remove the anti-virus program (Norton in your case), start ARCHICAD and enter the student license and see if ARCHICAD can successfully start? I understand that it might be time-consuming, but this is necessary to make sure that the AV program will not mess with ARCHICAD startup process.

Let me know how it goes!

Best regards,
Minh

Dear, first of all thank you for your availability.

I tried as you told me to disable the antivirus and to start the program, and in fact this started correctly. In the closing phase, however, this stopped and sent a bugID number AC23-2020-05-20-10-31-28-1139.
After that, I tried to start the program again, always with the antivirus turned off, and after 10 minutes that I gave the command to open a new file, this was still blocked.
So I again sent a report with the bugID number AC23-2020-05-20-10-42-36-5682.

I hope these information can be useful to understand something more of the problem.

I thank you very much for your availability and look forward to hearing from you.

Re: Archicad doesn't work, the program doesn't start

Minh Nguyen — Thu, 21 May 2020 06:20:04 GMT

Hi,

Thank you for your help!

From the bugIDs, I could identify a related defect that might happen at closing ARCHICAD. This defect is connected to Intel's GPU driver (although I don't understand why Intel GPU should be involved here, since you have a dedicated AMD GPU. Did you manage to force the system to use AMD's GPU only?)

The lastest Intel's driver can be downloaded here:
https://downloadcenter.intel.com/download/29557?v=t

If you cannot install it, here is the guide to bypass OEM lock: https://www.howtogeek.com/343287/how-to-fix-the-driver-being-installed-is-not-validated-for-this-computer-on-intel-computers/

As we can see from your test that, disabling the AV program did help, I would suggest adding ARCHICAD to its whitelist, or disabling it all together when running ARCHICAD.

Let me know how it goes for you!

Best regards,
Minh

Re: Archicad doesn't work, the program doesn't start

Anonymous — Sat, 23 May 2020 17:21:16 GMT

Sorry if I haven't put you away these days but I had some urgent work to do.

Today I tried to follow your instructions and I tried to restart the program two, three times and it seems that everything works.
I can't believe it, it seems like a dream!
I thank you infinitely, you have been my salvation.

Now I hope there are no more problems and let me do some good work.

Thanks again, Patrizia

Re: Archicad doesn't work, the program doesn't start

Minh Nguyen — Mon, 25 May 2020 19:51:29 GMT

Hi Patrizia,

I’m glad that it worked out for you in the end. Should you have any further issues, feel free to let me know!

Have a great day!

Best regards,
Minh.