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SPACE GASS

Structural Engineering Software

 

Trouble?

Chances are you'll find the solution here!

This page applies primarily to operational problems that might occur after SPACE GASS has been successfully installed. For installation problems, please refer instead to Titan Troubleshooting (if you have a Titan softlock system) or Hardware Lock Troubleshooting (if you have a hardware lock).

Note that these instructions apply to SPACE GASS 12.50 or later. If you have an earlier version of SPACE GASS then please Click Here for legacy troubleshooting advice.

Diagram Quality

Do your diagrams look like this?

Instead of this?

If so, it means that you haven't optimized SPACE GASS to use your graphics hardware properly. It also means that you haven't yet experienced the true power and silky smoothness of the SPACE GASS graphics. You should go to www.spacegass.com/hardware and follow the steps under "Optimize SPACE GASS To Use Your Hardware Correctly".

After correctly optimizing SPACE GASS for your hardware you will find that it not only looks better, but its graphics will also perform much faster and smoother, sometimes by a factor of 100 times or more!


SPACE GASS Crashing, Black Backgrounds or Unexplained Error Messages

Almost all of these types of errors are caused by an out-of-date graphics driver! Because SPACE GASS now takes full advantage of the parallel processing power of your graphics card, it relies on the OpenGL graphical software that comes with your graphics driver. If your graphics driver is out-of-date then unpredictable and unstable behaviour can result. Because of this, if you experience SPACE GASS crashing, a black background on the screen, blackened reports or unexplained error messages then you should update your graphics driver before trying anything else. This is very important!

Some examples of what you might experience with an out-of-date graphics driver are shown below:

SPACE GASS core crash

Black screen or report

OpenGL error message

The steps to solve these types of problems are as follows:

  1. First of all establish exactly which graphics cards you have in your computer. You can do this by running SPACE GASS 12.50.436 or later, going to "Help => About SPACE GASS..." and looking at the graphics cards listed under "Available Cards". If you can't run SPACE GASS then you should run MSInfo32.exe from your Windows Start menu, expand the "Components" section of the menu tree on the left and then click on "Display" in the expanded tree. Detailed information about your graphics card(s) will then be displayed on the right. Note that if you have multiple graphics cards then you may need to scroll to see them all.

  2. You can skip this step if your computer has only one graphics card, however if you have multiple graphics cards (common in many laptops) then you should ensure that SPACE GASS is using the high performance card. By default, your computer will probably assign the slow onboard graphics card to SPACE GASS and you will not experience its true graphical performance unless you change it. For example, if you have an NVIDIA card, right-click your SPACE GASS shortcut and select "Run with graphics processor => Change default graphics processor..." and then select the high performance NVIDIA card to be the default for SPACE GASS. For other brands of graphics cards the procedure depends on the type of card. For more detailed information, go to www.spacegass.com/hardware and refer to step 2 under "Optimize SPACE GASS To Use Your Hardware Correctly".

  3. Update the driver for the graphics card used by SPACE GASS via the card manufacturer's website. Do not use Windows Update! Links for some common graphics card manufacturers are: NVIDIA, AMD, ATI, HP and Intel. Note that if you are updating the driver for your graphics card, do not tick the box to install Raptr or PlaysTV because they will cause SPACE GASS and other high-end graphics programs to crash. If you still have problems after updating your graphics driver then check if Raptr or PlaysTV are installed and uninstall them!

  4. If the problem persists after completing the above steps then please generate a system information file, attach it to an email and send it to us at admin@spacegass.com along with a brief description of the problem. You can generate the system information file by running the SPACE GASS Utility 12.5 tool (via the Start menu => All apps => SPACE GASS 12.5 => SPACE GASS Utility 12.5), clicking the "Generate System Information File" button and then saving the SGSystemInfo.zip file to your desktop. Please be patient while the system information file is being generated as it may take a few minutes.

    If you can't find the SPACE GASS Utility tool in your Start menu (or if you don't have a Start button) then just browse to your "C:\Program Files (x86)\SPACE GASS 12.5" folder, locate "SPACEGASS Utility Tool.exe" and double-click it.

Crash When Opening The Shape Builder

Note that you may also get this error when using the moving loads generator, portal frame builder, steel connection design module, RC beam module or RC column module. In all cases it is most likely due to an out-of-date graphics driver and you should follow the steps explained in "SPACE GASS Crashing, Black Backgrounds or Unexplained Error Messages" above.

If the problem persists after updating your graphics driver then you should try turning off hardware acceleration for graphical forms. You can do this by running SPACE GASS, going to "Settings => General Preferences" and unticking "Hardware accelerate graphical forms". This will result in slightly slower performance in the graphical forms and so it is important that you untick hardware acceleration only if you still have the problem after updating your graphics driver.

If you still experience the problem with hardware acceleration turned off then please generate a system information file, attach it to an email and send it to us at admin@spacegass.com along with a brief description of the problem. You can generate the system information file by running the SPACE GASS Utility 12.5 tool (via the Start menu => All apps => SPACE GASS 12.5 => SPACE GASS Utility 12.5), clicking the "Generate System Information File" button and then saving the SGSystemInfo.zip file to your desktop. Please be patient while the system information file is being generated as it may take a few minutes.

If you can't find the SPACE GASS Utility tool in your Start menu (or if you don't have a Start button) then just browse to your "C:\Program Files (x86)\SPACE GASS 12.5" folder, locate "SPACEGASS Utility Tool.exe" and double-click it.


NVIDIA Graphics Card with No Anti-aliasing or a Black Screen

A few people have reported that after updating their NVIDIA graphics driver they are getting jagged lines in SPACE GASS (ie. no anti-aliasing) or a black screen.

Jagged lines (no anti-aliasing)

Black screen

This seems to be due to some NVIDIA settings becoming corrupted during the graphics driver update. You can fix it as follows:

  1. Right-click on a blank space of your desktop and select "NVIDIA Control Panel". Once the NVIDIA control panel appears you should select "Manage 3D Settings" in the menu tree on the left, click the "Global Settings" tab and then click the "Restore" button in the bottom-right corner. You should then click "Yes" when asked if you want to proceed with the restore and finally click "Apply" in the bottom-right corner of the control panel.


  2. If your computer has multiple graphics cards then the restore step above has probably made it forget that SPACE GASS should be using the NVIDIA graphics card. To fix this click the "Program Settings" tab in the NVIDIA control panel, select SPACE GASS in the "Select a program to customize" list (click the "Add" button to add SPACE GASS to the list if it doesn't appear there), select "High-performance NVIDIA processor" in the "Select the preferred graphics processor for this program" list and then click the "Apply" button in the bottom-right corner.


Unexplained Titan or Fortran Errors

If you get any unexplained errors related to not being able to connect to Titan when starting SPACE GASS or any sort of Fortran error when trying to analyse then it is probably due to your anti-virus software being a little bit over protective. The solution is to open your anti-virus software's control panel or settings and then add "c:\Program Files (x86)\SPACE GASS 12.5\sgwin.exe" as a trusted program.


Very Small Text, Side Toolbar Button Images and View Selector

If the screen text, side toolbar images and view selector are very small then you should turn off DPI awareness in SPACE GASS. You can do this by running SPACE GASS, going to "Settings => General Preferences" and unticking "DPI aware".


Dock Manager Error

Followed by...

These errors can occur if you have SPACE GASS 12.50.439 or earlier and you are using the default "SG12Default" skin supplied with SPACE GASS. If this is the case then you should upgrade to the latest version of SPACE GASS by Clicking Here.

The error can also occur in SPACE GASS 12.50.440 or later with the default "SG12Default" skin if you have a high resolution monitor, Windows is set to magnify text and other items to greater than 100%, and DPI awareness is turned on in SPACE GASS. The obvious solution is to just change the skin by running SPACE GASS, going to "Settings => Color Preferences" and selecting a different skin.

Alternatively, you could reduce the Windows magnification back to 100% or turn off DPI awareness in SPACE GASS. You can change the magnification in Windows 10 by right-clicking on a blank space of your desktop, selecting "Display Settings" and then moving the slider to suit.

You can turn off DPI awareness by running SPACE GASS, going to "Settings => General Preferences" and unticking "DPI aware". Note that turning off DPI awareness in SPACE GASS may result in slightly less clear text in the SPACE GASS menus and buttons.


SPACE GASS Not Starting

If SPACE GASS won't start and just seems to freeze when you try to run it, you should reset your configuration as follows:

  1. Run Windows Task Manager by holding down Ctrl and Alt and then pressing Delete, followed by selecting Task Manager from the menu that appears.

  2. Stop SPACE GASS by locating "SPACE GASS Core..." in the Task Manager list (it might be in the Apps (or Programs) section or the Background Processes section), selecting it and then clicking the "End Task" button. You can then close Task Manager.

  3. Run the SPACE GASS Utility 12.5 tool (via the Start menu => All apps => SPACE GASS 12.5 => SPACE GASS Utility 12.5), click the "Reset Client Configuration" button (see below) and then confirm that you want to reset the configuration. Note that if you can't find the SPACE GASS Utility tool in your Start menu (or if you don't have a Start button) then just browse to your "C:\Program Files (x86)\SPACE GASS 12.5" folder, locate "SPACEGASS Utility Tool.exe" and double-click it.

  4. SPACE GASS should then start normally.

If this doesn't fix the problem then it is most likely caused by your anti-virus software blocking access to some of the SPACE GASS configuration files that SPACE GASS needs to open at startup. This has been a reported problem after upgrading to Windows 10 when some versions of AVG and Symantec anti-virus software are installed, but it may not be restricted to just those two brands. You can test if it is an anti-virus problem by either re-starting your computer in safe mode or by uninstalling your anti-virus software (disabling it won't help), repeating steps 1 to 3 above and then trying to start SPACE GASS again.


Runtime DLL Missing

For either of these errors the MS-Visual C++ 2015 redistributable package hasn't been installed correctly. You can get it from Microsoft by Clicking Here. When you get to the Microsoft website it will ask if you want to install either the x64 or x86 versions. You should download and install both.


Ordinal 229 Error with LIBIOMP5MD.dll when Running an Analysis

This error has only been reported on a couple of older computers running Windows XP. If you are getting this error and do not wish to upgrade your hardware then you should use the Watcom solver and avoid the Paradise and Wavefront solvers.

If you are getting the error with a fairly modern computer running Windows 7 or 8 then please contact us at admin@spacegass.com for further investigation.


MSVCR140.dll Missing when Running an Analysis

This error indicates that a file required for the 64-bit SPACE GASS analysis solver is missing from your system. You can get it from Microsoft by Clicking Here. When you get to the Microsoft website, click the red "Download" button and then follow the instructions to download and install the "Microsoft Visual C++ 2015 Redistributable Package (x64)". You should then be able to run the 64-bit SPACE GASS analysis solver.


SGSolver64 Application Error when Running an Analysis

SPACE GASS is having trouble running the 64-bit version of the solver. Try installing a file that enables 64-bit operations which may be missing from your system. You can get it from Microsoft by Clicking Here. When you get to the Microsoft website, click the red "Download" button and then follow the instructions to download and install the "Microsoft Visual C++ 2015 Redistributable Package (x64)".

If that doesn't fix it then browse to your SPACE GASS program folder (usually "C:\Program Files (x86)\SPACE GASS 12.5") and rename the "64" folder to "64a". This will disable the 64-bit solver and will force SPACE GASS to use the 32-bit solver. The 32-bit solver is slightly slower than the 64-bit solver and has a smaller problem size capacity, however the results and accuracy of the two solvers are identical. If the 32-bit solver hasn't been installed (ie. no "32" folder in the same location as the "64" folder) you can get it by Clicking Here.


Expiry Date Check Failed

This error may occur with time limited versions of SPACE GASS such as trial or student versions. Try right-clicking the SPACE GASS shortcut on your desktop and selecting "Run as Administrator". You should only have to do this once.

If the error persists then temporarily turn off your virus protection before trying SPACE GASS again. You can then turn your virus protection back on.

If all else fails you should try resetting the license by Clicking Here.


Restart Required

This error occurs if some components required by SPACE GASS have not been fully installed. Restarting your computer will usually fix the problem, but if the error persists then please Click Here to download the required components. After downloading you should double-click the downloaded file and then install both the x86 and x64 versions.


Unable to Save

If you get this error when exporting a graphical image then you may need to install MS-Visual C++ 2012 redistributable package. You can get it from Microsoft by Clicking Here.


Upgrade

Click Here if your installed version of SPACE GASS is out of date and you wish to upgrade it to the latest version.

Clean Install

Click Here if you already have SPACE GASS installed and you wish to delete it and do a clean install. You may wish to try this if you are having problems that can't be resolved using the above suggestions or if you suspect that an upgrade was not entirely successful.

Problems with the Titan Softlock System

Click Here to go to the Titan troubleshooting page.

Problems with a Hardware Lock

Click Here to go to the hardware lock troubleshooting page.

Other Problems

Please report any problems not listed above to admin@spacegass.com for further investigation.