Substance Painter Crashing Constantly/Glitchy on Second Display

Participant ,
Jul 23, 2021 Jul 23, 2021

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Hello,
I just purchased a subscription for Substance 3D Painter and I'm not able to use it on my machine. I tried calling Adobe Technical Support, but Substance 3D Painter isn't one of the app options. I hope I can get support for my new product here as I have seen similar issues go unanswered.

 

When I drag Substance to my Wacom display to paint, it works momentarily, but becomes unresponsive if I click on 'Display Settings' or drag any of the UI's panels. 

 

Screenshot 2021-07-23 145118.png

 

So far I have tried:

  • Updating my GPU driver to NVIDIA Studio Driver 471.41
  • Restarting
  • Deleting Preferences from the locations listed in the documentation
  • Removing software conflicts per the documentation. I looked in ShellExView for the Alienware computer shell extensions as described, but did not see the 'Alien Respawn' extensions in the list (see screenshot, below)
  • Changing the Windows Performance Setting to 'High Performance'
  • Checked NVIDIA Control Panel for a Substance 3D Painter program profile (I only have one GPU, so I don't think it's opening with the wrong GPU).


    Alienware.png


System Information

Alienware Aurora R12

Processor: 11th Gen Intel(R) Core(TM) i9-11900KF @ 3.50GHz 3.50 GHz

GPU: NVIDIA GeForce RTX 3090
Driver: Studio Driver 471.41

RAM: 128GB Memory

Disk: 2TB HDD x 2


Displays

1: ASUS PQ321Q

2: Wacom Cintiq 24 P

 

 

** ALSO **
I'm unable to click any of the links in your documentation, which was terribly frustrating. For example, this link from this page:
https://substance3d.adobe.com/display/DRAFTPAINTER/Software+conflicts

Redirects to this link:
https://www.adobe.com/creativecloud/3d-augmented-reality.html

I had to search for all of the links on Google in order to find the correct pages.

Overall, this has been a very difficult start with Substance 3D Painter. My log is attached. Please help!

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Bugs & Crashes

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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Hi, 

I am currently looking into it and trying to gather more info, as we can not reproduce this issue so far.
What exactly is the model of Cintiq you are using?

If you set it up as your main display, does it "solve" the issue (at least temporarly, the time we look into this)?

 

Alice Girard-Ségaud

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Community Beginner ,
Jul 27, 2021 Jul 27, 2021

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Like SqareBox below i also didn't use a Cintiq but a Wacom Intuos combined with two 2790WG5 AOC screens.
All infos and logfiles are in my link above.

Setting up one screen as a main display does "solve" the crash issue but as mentioned above constantly shuffeling my workspace each day is a lot of wasted time. (Of course as a temporary fix it works.)

If you need more files let me know. Im happy to help.

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Community Beginner ,
Jul 26, 2021 Jul 26, 2021

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I also want to know how to solve this problem. Please let me know if the problem is solved. Thank you...

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Adobe Employee ,
Jul 27, 2021 Jul 27, 2021

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Hi, 

 

In case you missed my post above:

I am currently looking into it and trying to gather more info, as we can not reproduce this issue so far.
What exactly is the model of Cintiq you are using?

If you set it up as your main display, does it "solve" the issue (at least temporarly, the time we look into this)?

 

Alice Girard-Ségaud

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Community Beginner ,
Jul 27, 2021 Jul 27, 2021

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Hi, thank you for your reply.
I'm not using a Cintiq, I'm using a dual monitor.
As you mentioned the display settings, I checked and found that when the screen is a compound setting, there is no error (white screen), it works well, and when you choose to expand the display, there is a white screen. The phenomenon that occurs when an error occurs is that the main monitor (located on the left) runs (where the character logo appears when the program is turned on (ver. 7.1.1) and the program runs on the sub-monitor (located on the right) as a white screen and becomes unresponsive.
The funny thing is that if you shut down the program and set it back to Display Replication, the program will run well! I hope this is taken into consideration! I hope you get it resolved soon! Thank you.

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Participant ,
Sep 09, 2021 Sep 09, 2021

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This issue still exists as of September 9, 2021.

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New Here ,
Aug 16, 2022 Aug 16, 2022

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Having this issue as well--still an issue as of August 16 2022-- anyone find any fixes? 

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New Here ,
Aug 31, 2022 Aug 31, 2022

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Same issue here. Wacom 32". It hangs on launch if the Wacom is the main display. If my other monitor is the main display then Painter will start without hanging, but when I drag it to the Wacom and try to open any popup panel from any menu item or from right-clicking, it hangs. All the drivers are up to date. 

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New Here ,
Aug 31, 2022 Aug 31, 2022

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I was able to work around this by not maximizing the Painter window. This solved the crashing issue with popup/flyout panels.

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Community Beginner ,
Aug 31, 2022 Aug 31, 2022

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As another solution, I solved the computer specification by upgrading. The problem has been solved by upgrading only the graphics card from the existing GTX970 to RTX2060. Money solves the problem...

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New Here ,
Sep 01, 2022 Sep 01, 2022

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lolll doesn't it always... 🙂 Well that's good to know. Thank you both for the advice! I'll try not maximizing the window on my cintiq. Also will think on upgrading the graphics card. I'm not tech saavy-- my current graphics card is a RTX 3060 Ti? Not sure if it's a good one. 

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