Issue description

The viewport of Dimension does not start up correctly, resulting in a blank area that cannot be interacted with.

Recommendations

Set the preferred graphics card

For any device with on board, integrated or dual graphics cards the operating system will usually attempt to select which graphics card to use for each application. In some cases the OS may not correctly choose to use the discrete GPU which is required for Dimension.

On Windows

Check system requirements

Dimension requires AVX or AVX2 capable CPUs to run. To check whether your device supports this you can use the Dimension log files:

• Launch Dimension.
• Locate the application log files:
  • Use the Help > Get logs... menu action.
  • Windows: \Users\YOURUSERNAME\AppData\Local\Adobe\Adobe Dimension
  • Mac: /Users/YOURUSERNAME/Library/Logs/Adobe/Adobe Dimension
• Open the Dimension.log file
  • Dimension will save up to 8 days worth of logs
  • The format is named Dimension-YYYY-MM-DD.log

• Scroll down from the top of the session or use search until you find the area beginning with CPU Info:

• Look for the line CPUAVX2Capable
• Look for the line CPUAVXCapable
• Either AVX or both AVX and AVX2 must return true
• If both are false, your CPU is not registering as an AVX capable device. You can check AVX instruction capability on your graphics card manufacturers information.

Update video card drivers

If your device is registering as AVX capable but it is not working, or is not registering as AVX capable but should be according to your manufacturers information, we recommend updating to the latest drivers.

• Launch Dimension
• Locate the application log files
  • Use the Help > Get logs... menu action
  • Windows: \Users\YOURUSERNAME\AppData\Local\Adobe\Adobe Dimension
  • Mac: /Users/YOURUSERNAME/Library/Logs/Adobe/Adobe Dimension
• Open the Dimension.log file
  • Dimension will save up to 8 days worth of logs
  • The format is named Dimension-YYYY-MM-DD.log

• Scroll down from the top of the session or use search until you find the line titled Driver version:

  • Note, you may have multiple drivers depending on your machine
• Visit your device manufacturers website to see if a new driver version is available. It is generally recommended to take new drivers as available as they resolve a number of graphics issues.

Clear the shader cache

Some users have reported that clearing the shader cache has resolved this issue. You may have cached shaders if you were previously able to launch Dimension and then on a subsequent launch had the blank viewport appear.

• Ensure Adobe Dimension is closed

• Navigate to: the shader cache location

  • Windows: \Users\YOURNAME\AppData\Local

• Do a search for "aero"

• Delete any folders with the affix .aeroresource