The following information applies to Character Animator version 23.1 and later, which use Metal (on macOS) and DirectX 12 (on Windows). For OpenGL-related errors in version 23.0 and earlier, see the OpenGL FAQ.
If you see a "GPU Error: Updating your graphics card driver may fix this issue." message upon launching Character Animator or when trying to view a scene in the Scene panel or puppet in the Puppet panel, it is usually due to an older graphics driver that does not support DirectX 12.
To diagnose and resolve GPU-related issues, try the following:
- Install the latest supported/qualified graphics driver for your graphics card/chipset. Check for the latest OS updates, graphics/display updates available on your computer manufacturer's web site (e.g., from Dell, Lenovo, etc.) or chipset manufacturer's web site (e.g., from Intel, NVIDIA, or AMD). On Windows, confirm that the driver supports DirectX 12; if you do install a new driver, restart the machine. On macOS, all Mac systems supported by Character Animator should already support Metal.
- Try quitting other graphics-intensive applications (e.g., effects and editing applications, web browsers with several tabs open, etc.), and possibly launching Character Animator after a machine restart but before launching other applications.
If the GPU Error message continues to appear, and you have a graphics card/chipset more than a few years old, it might not have the available Metal or DirectX 12 capabilities for the application.
To help us diagnose the issue:
- (Windows) Take screenshots of your Display settings and Advanced display settings (in Windows 10 and later, open the Settings app, then click Display in the left sidebar. "Advanced display settings" is a link on the Display settings page),
- (macOS) Take a screenshot of the Graphics/Display information in the System Information app,
and then create a bug report that includes this information. Thanks.
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