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EvanB72
Participant
March 3, 2019
Answered

Dimension is freezing [branched]

  • March 3, 2019
  • 3 replies
  • 2352 views

Tried running Dimension tonight for the first time. Stuck on the screen even before the splash screen - the one that offers a video to Learn More, and another button that says, "Get started." Clicking the Get Started button causes it to just freeze. I'm not on a Mac.

Windows 10 Pro

Intel Core i9 9900K processor

64 GB DDR4 3200MHz RAM

2 x M.2 NVME SSD 1TB Samsung 970 Pro drives

nVidia 2080 Ti 11 GB

Help!?

      This topic has been closed for replies.
      Correct answer JeanetteMathews

      Hi Evan!  Please gather your application log files and send to tickets@adobedimension.com.

      You can find the logs on Windows here:

      DimensionGPUProfiler.log

      Dimension.log

      Win:  ~\username\appdata\local\Adobe\Dimension

      3 replies

      E
      EvanB72Author
      Participant
      March 10, 2019

      Hi,

      This question is not answered, though it is marked so.

      I just sent the only log I had, which was DimensionGPUProfiler.log, to the email address provided. I did not have the other log as Dimension has not yet run at all on my computer.

      Ussnorway, thank you for the file. I did try to open it to no avail. It seems the actual opening and watching of the video at the beginning is not at all the problem - but opening the actual program is. When I attempt to open your file (from File Explorer,) Dimension just freezes and never opens.

      If I hear a solution back from Adobe, I'll update the thread here. Until then, this question is certainly not answered.

      Thank you,

      Evan

        Ussnorway7605025
        Ussnorway7605025
        Legend
        March 10, 2019

        thanks for the update mate

        JeanetteMathews
        Adobe Employee
        JeanetteMathewsCorrect answer
        Adobe Employee
        March 5, 2019

        Hi Evan!  Please gather your application log files and send to tickets@adobedimension.com.

        You can find the logs on Windows here:

        DimensionGPUProfiler.log

        Dimension.log

        Win:  ~\username\appdata\local\Adobe\Dimension

        Ussnorway7605025
        Ussnorway7605025
        Legend
        March 3, 2019

        sounds like you don't have a codex installed that is able to play the tutorial video... I would skip that step by ending the task in your task manager then reopen Dimension

        the second time it opens wouldn't give you that tutorial step

        p.s, are you using English on your system?

        E
        EvanB72Author
        Participant
        March 4, 2019

        Thank you. Unfortunately. my problem is not with playing the video - the video plays just fine. But when I click "Get started," I simply get the Blue Circle of Waiting forever and ever. I've tried many things - rebooting, ending the task, etc... It simply never starts and always stays hung.

        Oh, and yes, I am using English on my system.

        Thank you,

        Evan

        Ussnorway7605025
        Ussnorway7605025
        Legend
        March 5, 2019

        EvanB72  wrote

        when I click "Get started,"

        please take | post a screengrab of this ui before you click it to crash the software

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