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diegocarneiro
diegocarneiro
Participant
May 2, 2019
Answered

Stuck on Splash Screen.

  • May 2, 2019
  • 3 replies
  • 745 views

After 3x with chat/phone/remote access support without success, I've been decided to write here. After an update to 2.something version, Dimension stuck on the loading screen. I don't know what to do anymore. Please help me. Working on MacPro 3,2 GHz Quad Xeon, 32gb memory, GeForce GTX 1060 6GB, HighSierra 10.13.6

This topic has been closed for replies.
Correct answer Sahil.Chawla

Thanks for sharing the log file Diego!

Our engineers are aware of this issue. Adobe Dimension does not work for Macs using some older video cards that do not support AVX or AVX 2 instruction sets.

Would request you to add your vote here: Stuck on Start Screen – Adobe Dimension Feedback Portal and stay tuned for any update.

3 replies

diegocarneiro
diegocarneiroAuthor
Participant
May 7, 2019

Waiting...

Ussnorway7605025
Ussnorway7605025
Legend
May 3, 2019

so your system can run Dimension cc... its just v2 that blocks?

and when you say start screen you mean the one off, watch our tutorial before you can move on screen... does the tutorial play ok?

diegocarneiro
diegocarneiroAuthor
Participant
May 3, 2019

It was stuck on the LOADING screen. That was a lousy explanation, sorry.

Sahil.Chawla
Adobe Employee
Sahil.Chawla
Adobe Employee
May 2, 2019

Hi there,

That does not sound right, let us help resolve this issue.
As Dimension is stuck on the splash screen, have you tried uninstalling and reinstalling the application to see if it helps?

Also, could you please look for your Dimension log files and send those to tickets@adobedimension.com

Here are the names and locations for the files:

DimensionGPUProfiler.log
Dimension.log

macOS: ~/Library/Logs/Adobe/
Windows: ~\username\appdata\local\Adobe\Dimension

If the files aren't there please check the permissions on the folder. There is an issue where some machines aren't getting write permissions for these folders which prevents the application from starting up.

Regards,
Sahil

diegocarneiro
diegocarneiroAuthor
Participant
May 2, 2019

Thanks for your answer Sahil.

I've only found DimensionGPUProfiler.log in my Library. Otherwise, I sent the file for the e-mail that you provide.

Best,

Diego

Sahil.Chawla
Adobe Employee
Sahil.ChawlaCorrect answer
Adobe Employee
May 2, 2019

Thanks for sharing the log file Diego!

Our engineers are aware of this issue. Adobe Dimension does not work for Macs using some older video cards that do not support AVX or AVX 2 instruction sets.

Would request you to add your vote here: Stuck on Start Screen – Adobe Dimension Feedback Portal and stay tuned for any update.

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