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Kyrillos_Gerges6783
Participant
Nov 3, 2024 12:34 PM UTC
Question

Substance 3D Sample NOT RESPONDING!

Hello everybody,

I am just having an issue with my Substance 3D Sampler. My app does not respond once I open it. Every time I open the app, it freezes and tells me "not responding" after just two seconds of opening. My device is not lagging at this time, just the app. This issue occurred with the latest version and when I tried to use a previous version, 4.1.1.

Thanks
Kyrillos

4 replies

leighv123
Inspiring
Nov 9, 2024 12:05 PM UTC

Hi Kyrillos_Gerges6783,

Just saw your post and may have a solution if you havent already solved it. Rather than jump to the Creative Cloud Cleaner Tool, I have had a similar issue a number of times and have usually had success when I 'reset' Sampler.

To do this on PC, follow the steps below. Note... any personal settings you changed in Sampler and custom scripts you installed will be lost.

1. Make sure Sampler is closed (obviously it is or we wouldn't be here would we?!)
2. assuming you have installed to the default location on your C drive, head to C:\Users\Yourname\AppData\Roaming\Adobe\Adobe Substance 3D Sampler
2. You can either a) delete this folder or b) rename it for now on the off chance there is something in there you need. Any name will do (I usually use Substance 3D Sampler_OLD).
3. Although not neccessary I prefer to restart my pc at this point
4. Try opening Sampler. Hopefully it will start up and bring you to the welcome screen showing the new features of whatever version you have installed (just like the first time you opened it). It will also have created a new Substance 3D Sampler folder in the location above. You may notice upon first opening the interface thumbnails are slow to show up as Sampler needs to now recreate these.

5. On the off chance that doesn't work, uninstall Sampler, navigate to the location mentioned above, change the name of the folder (as I think from memory it remains there?), restart pc and install Sampler again.
Hope this helps!
Let me know if and how you solved it 😉

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    Ares Hovhannesyan
    Community Expert
    Ares HovhannesyanCommunity Expert
    Community Expert
    Nov 4, 2024 4:58 PM UTC

    What Is your PC specs? Also are you able to open previous version?

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    Kyrillos_Gerges6783Author
    Participant
    Nov 4, 2024 7:48 PM UTC

    Hi Ares,

    Thanks for your response.

    I can open the previous version, the latest too, but when it opens, it gives me just a few seconds and then it turns to a frozen status named after "not responding".

    Regarding my PC here is the detailed spec info:

    1. Processor (1x 7th Generation Intel® Core™ i3-7020U Processor(Core i3-7020U)).
    2. Memory (1x 4GB DDR4 2133).
      3. Operating System (Windows 10 Home 64(EN:English,AR:Arabic)).
      4. Hard Drive (1x 1TB 5400).

    5. Optical Drive (1x).

    6. Ports (1x 4-in-1 SD-Card Reader (SDMMC SDHC SDXC); RJ-45; HDMI; Combo of 3.5mm Stereo Headphone Output; 1 USB 3.0(Type C); 2 USB 3.0; DC in).

    7. Graphics (1x AMD Radeon 530, Intel® HD Graphics 620).

     

    To note, the other Adobe Substance 3D products work fine except Sampler as I mentioned before.

     

    Kind regards,
    Kyrillos

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    Ares Hovhannesyan
    Community Expert
    Ares HovhannesyanCommunity Expert
    Community Expert
    Nov 5, 2024 4:37 PM UTC

    Use the Creative Cloud Cleaner Tool to solve installation issues
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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