Hi,

In order help you with your issue, please provide the following information. You’ll need to use main support channel: Support Form: http://www.reallusion.com/CustomerSupport/User/QForm.aspx) to contact us.

1) We wonder if you could provide more detail about your problem and how you operate the program until encountered the problem. Please list steps as possible as you could.

2) We would be grateful if you could capture a screen shot to us. Please highlight the key issue in your attached image.

3) Please generate a "dxdiag.txt" for us that we can check your system environment.
i) Select the "Start" menu, click "run"
ii) Input "dxdiag" and click "ok"
iii) It will check your system for a while, after finish, click "save all information"
iv) Save "DxDiag.txt".

Yours sincerely,

Mick
Technical Support
Reallusion Inc.
www.reallusion.com

iClone is very unstable on my system. I am not sure if others have experienced this problem or not, but as soon as the scene gets to a certain level of complexity OR there are more than a couple of avatars, iClone will hang. I am doubtful that it is my PC system as everything works fine until one of the two mentioned conditions is reached. I have listed my PC specs below, just in case there are any known hardware instabilities.

PC Specs
---------
Operating System: Windows 7 Ultimate
CPU Type: 4x2666 MHz
System Memory: 6,135 MB
Video Adapter: NVIDIA GeForce GTX 295
RAID Controller: Intel(R) ICH8R/ICH9R/ICH10R/DO SATA RAID Controller
Main Disk Drive: SSD Drives - 119 GB Total - 2 in RAID 0 Array
Monitor: DELL 3007WFP 30" running at 2,560 x 1,600

Installed Product : iClone4 PRO Edition
Installed Version : 4.12.1313

Hi Daniel,

Please check the following items in order to solve the problem:

1) We suggest upgrading your graphics card driver to the latest version.

2) Please close whole terminate and stay resident programs.

3) If there is any Firewall, Anti-Virus or Anti Spyware in your system? If yes, please turn them off temporary.

4) If you are running the other applications at the same time, please stop them first.

If the problem persists, please provide the following information. You’ll need to use main support channel: Support Form: http://www.reallusion.com/CustomerSupport/User/QForm.aspx) to contact us.

1) We would be grateful if you could capture a screen shot to us when the issue is presenting. If there is any error message, please provide the information of error message, which contains Problem Event Name’, Fault Module Name’, Fault Module Version ‘, Exception Code’ and Exception Offset’. You can discover this information via ‘Control Panel’ --> ‘Administrative Tools’ --> ‘Event Viewer’ --> ‘Application’.

2) Please generate a "dxdiag.txt" for us that we can check your system environment.
i) Select the "Start" menu, click "run"
ii) Input "dxdiag" and click "ok"
iii) It will check your system for a while, after finish, click "save all information"
iv) Save "DxDiag.txt".

Yours sincerely,

Mick
Technical Support
Reallusion Inc.
www.reallusion.com

Hi,

Please just use iClone4 Template avatar such as “Jana”. Then applying custom teeth or eyes. We are wondering whether the problem persists.

We also need your project file (iProject). Please use main support channel: Support Form: http://www.reallusion.com/CustomerSupport/User/QForm.aspx) to contact us.


Yours sincerely,

Mick
Technical Support
Reallusion Inc.
www.reallusion.com

Really pleased with the new lip-sync. :Wow:

Dear Burkhard,

We tested that the problem did not occur. Please use main support channel: Support Form: http://www.reallusion.com/CustomerSupport/User/QForm.aspx) to contact us.

You also need to provide the following information:

1) We wonder if you could provide more detail about your problem and how you operate the program until encountered the problem. Please list steps as possible as you could.

2) We would be grateful if you could capture a screen shot to us when the issue occurs.


Yours sincerely,

Mick
Technical Support
Reallusion Inc.
www.reallusion.com