Archicad 28 Direct3D Runtime Error

[ETSaum]

Archicad 28 is constantly freezing or crashing, diving a Direct3D / graphics card error.

Archicad 27 and Archicad 26 do not have the same problem.

I've updated graphics drivers, and uninstalled / reinstalled Archicad to no avail.

I get the same error every time; sometimes, it's within seconds of opening the program. Other times, it can take several minutes. But it happens multiple times a day.

'Direct3D Runtime received a Device Removed Message  DXGI_ERROR_DEVICE_HUNG'

That's typically an issue with either the graphics card itself or the graphics card's connection the rest of the machine. However, this is the *only* program experiencing the problem, which is usually indicative of a glitch in the program or an incompatibility between the program and the graphics drivers.

These are two of the smallest projects I've ever done in Archicad, and the only two on 28 so far. Archicad 28 appears to be sending conflicting instructions to the GPU, which causes it to hang. No other programs are effected when it happens; in some instances, when it happens in one Archicad 28 file, it doesn't even impact the *other* Archicad 28 file I've got open.

Dell XPS 15 9530 with NVIDIA GeForce RTX 4060 Laptop GPU.

Archicad 28.0.2 (3110)

Operating system used: Windows

[Ville]

Hi,

Check if You can disable possible built-in (discrete) graphics card. Sometimes they kill Archicad, if machine tries to switch adapter on the fly. Typically this happens when entering power save mode, connected to dock-station etc.

BR,

Ville

[Botonis]

GPU Schedulimg is an acceleration process of Windows.

https://www.howtogeek.com/756935/how-to-enable-hardware-accelerated-gpu-scheduling-in-windows-11/

I sont know whether there is a conflict with it.

[jamesMorris]

No, we also have this issue on Desktop machines that don't have an iGPU but a dedicated RTX 3060 Ti.

This has IMHO nothing to do with Laptops or NVIDIA Optimus. 

Since nobody else seems to have contacted Support, I opened up a ticket.

I got heavily criticized last time from support.

So just to clear out any confusion and offer transparency in advance:

- JamesMorris is not my real name.

- I work for a company I do not want to disclose here. 

- I don't think support calls/mails are confidential. I will share information from that ticket with other forum members.  

- Case number is: HTL00096209

[Frank Schlenke]

I already opend two tickets with different energy saving options being turned off but both didn't help. We also don't have a GPU in the mainboard. I hope Graphisoft will release a hofix for this.

[jamesMorris]

I don't really understand why Graphisoft a hard time even acknowledging stuff like that. Why not be more transparent in your communication? Why not simply acknowledge such issues? Does not matter if by a status page, some well known issues page, or by an employee in the forums. 

To me it seems like getting multiple tickets with the same issue is way more work.

[Batu Gezer]

Hi everyone, 

This was brought to our attention. We are in contact with the partner with the above-mentioned ticket number. And I'm here to clarify and help. As the error is with Direct3D and Graphics card related this could be due to different possible factors, I will break down a few things that could be checked before contacting support and some of these steps might solve the issue for some people: 

Archicad side:

• Please make sure you're running the latest Archicad version. For Archicad 27 there were some changes in the Archicad 27.3.2 Hotfix, and is already out. For Archicad 28 we are releasing the Archicad 28.1.0 Update next week which may reduce some of these errors (If it is not related to the causes mentioned below).
• Disabling background rebuild/model update could help.

System settings/driver side:

• One of the most common reasons for this error is that the graphics drivers require an update. So please check if they are running the latest drivers for their GPU. A reinstallation could be also worth a try. The latest driver version for your specific GPU can be checked from here. As of writing this, 572.70 for the Game Ready Driver and 572.60 for the Studio Drivers are the latest. However, these are supposed to fix some previous issues. If you encounter some issues with these as well it could be considered to roll back to 572.47 which is more stable.
  Found a thread about 572.16 driver update causing instability, as discussed in the NVIDIA forums, so it may also be related to this. 
• Unstable overclocking in graphics cards could cause this. Some computers have overclocked this could be disabled to determine if the issue is caused by this.
• Graphics preference could be set to use the High-Performance option. Under System>Display>Graphics there is an option to set the Graphics preference for Archicad to use High performance GPU.

 
Hardware side:

• GPU might be overheating. Monitor the temperatures.
• GPU might be faulty, try running diagnostic tools to check the hardware for any issues.

As mentioned this could be due to many factors, if you are still having problems after checking what is mentioned above, please contact your local support so we can investigate and help as this may be caused by different factors. We are always here to help!

Kind regards,

[jamesMorris]

Hi @Batu Gezer, thank you for your answers and recognizing that there is an issue. 

Despite the background model, these steps don't help or do not apply to us. 

Local support reported back that they send this Budapest and that next time this happens I should send them:

- BUG-ID

- NFO of the machine. I assume they mean opening CMD and run msinfo32 /report C:\report.txt

- Fastlogger. For that you have to close all ArchiCAD applications and go to C:\Users\<username>\Graphisoft\Archicad Log Folder\<Archicad version>\FastLogger

[jamesMorris]

We were able to hunt down the issue a little bit more. 

The user that is most affected noticed that it happens mostly at 13:30. 

This is after his break. And what happens after his break? He turns back on his PC from Standby. 

So we tried to reproduce the issue by simply having two ArchiCad 27 projects open and then go into standby. And it worked once. One of the two projects crashed. Second time we tried it, we were not able to reproduce it. 

It also seems to be only happens when working in 2D. 

As a side note, we have standby timer set to 24h, and we have hibernate disabled with Windows Group Policy rules. That is probably why we don't have this issue often, we only have standby if the user actively clicks it. If the issue really is standby related, you could not go into standby as a workaround.