Troubleshooting 3D Camera View Display Problems in Chief Architect

QUESTION

I am experiencing problems with generating 3D camera views in Chief Architect.  

Either an error message displays, the program crashes, hangs, displays a blank white, black, or gray screen, or the view generates, but it doesn't look correct in some way.




How can I resolve these types of problems?

ANSWER

In 3D intensive software, such as a Chief Architect product, you may encounter a variety of problems in your 3D camera views. particularly if:

• Your computer does not meet the software's System Requirements in relation to the graphics card.
  
  
• You're attempting to run in an unsupported fashion, such as using an emulator or virtual machine environment.
  
  Common examples include Parallels, VirtualBox, VMWare Fusion, or when accessing a computer remotely such as by using Remote Desktop, LogMeIn, TeamViewer, and other similar applications.
  
  
• You're not using the latest available driver for your system's graphics card which is compatible with your operating system.
  
  
• You're experiencing a hardware or software incompatibility; visit the Known Incompatibilities page to learn more.
  
  

Generally, if your graphics card meets the minimum system requirements for running the software and none of the known incompatibilities apply, then these issues can usually be resolved by updating the driver (software) for your computer's graphics card. Updating a graphics driver is fairly straightforward; however, the process may vary based on the type of computer and the operating system that is in use.

• Determining the graphics card Chief Architect is using
• Finding the latest graphics drivers for your system
• Adjusting camera and render settings in Chief Architect

Whether you're on a Mac or a Windows system, the information below will help you to determine which graphics card your Chief Architect software is currently using.

Determining the graphics card Chief Architect is using

1. In Chief Architect, navigate to Edit> Preferences if you're on a Windows PC, or Chief Architect> Preferences  if you're on a Mac.
   
   
   
2. Click on the Video Card Status panel of the Preferences dialog to see information associated with your graphics card.
   
   
   
   
   
   • The current version of Chief Architect has the following minimum system requirements for a graphics card:
     
     
     • Windows: 4 GB of dedicated RAM or Intel integrated graphics on 11th generation or newer Intel processors. DirectX 12 requires Shader Model 6.0 or newer.
       
     • Mac: Apple M1 or newer.
       
     • The "Physically Based" and "Clay" rendering techniques require a ray tracing compatible graphics card.
     
     
     To learn what graphics card is in your computer, access the Locating Your Computer's Specifications article.
     
     
     Prior Chief Architect version requirements can be found by accessing the System Requirements article.
     
     
   • Ideally, you want to see a Driver Date from within the past 6 months listed, especially if you're using a compatible Intel graphics model.
     
     Mac computers will not display a date here.
     
     
   • If this dialog shows Microsoft Corporation for the Device Vendor or OpenGL Vendor and GDI Generic for the Device Name or OpenGL Renderer, it indicates that the software has not been able to use the driver from your actual graphics card. You must save your work, exit out of the software, and update the driver to the most recent version following the instructions in the next section. Once you have done so, return to this location and verify that the actual graphics card information is listed.
     
     
   • If your system has multiple/switchable graphics, and the wrong chipset or graphics card is listed in Preferences, make sure that the cable connecting your display to your computer is connected directly to the dedicated graphics card. If the cables are connected properly, and you are operating a system with Windows 10/11, please visit the Forcing Chief Architect Programs to Use a Specific Graphics Card in Windows 10/11  resource and the Troubleshooting Gray or Blank Camera Views on Computers with Multiple Graphics Cards resource.
     
     
   • Make a note of the Device Name or OpenGL Renderer, save your work, and exit out of Chief Architect before continuing to the next section.
     
     
   
   

Finding the latest graphics drivers for your system

Windows:

Computer manufacturers

It is recommended that you check your computer manufacturer's website for the latest graphics drivers first. In some cases, laptops, 2-in-1 systems, and other specialty computers require specific drivers that are only provided by the computer manufacturer. If a computer manufacturer does provide drivers for your system model, then they should have links to the appropriate manufacturer to download the drivers that are compatible with your system's graphical hardware, or you can search separately for the most recent graphics card driver compatible with your system.

For more information, please visit the support page of your computer manufacturer's website before going directly to the graphics card manufacturer.

Some common computer manufacturers include: Dell/Alienware, HP, Dynabook/Toshiba, Acer, Lenovo, Asus, Sony, and Samsung.

Graphics card manufacturers

If your computer manufacturer does not have specific graphics drivers for your system, then you may need to go to the graphics card manufacturer's website directly.

The largest graphics card/chipset manufacturers currently include: NVIDIA, AMD, and Intel.

Some graphics card manufacturers have the option to allow their site to auto-detect the graphics card on your system. If your graphics card manufacturer's website does not offer this feature, then either search for your particular graphics card on the manufacturer's website, or browse to the appropriate area on the site in which you can download drivers for your particular graphics card.

Follow the instructions on the graphics card manufacturer's website to download the driver. Save the file to an easy to remember location, such as the Desktop. These files are typically large in size, so depending on your internet connection, this could take some time. Once the file has finished downloading, open the installer file and follow the instructions to install the new driver. After updating the driver, shut down the system completely, then start the system back up even if the end of the installation does not prompt you to do so.

For more information on how to install or configure drivers, please consult the manufacturer of your computer or graphics card.

If you're still encountering issues with 3D camera views or previews in dialogs, continue to the next section.

macOS:

Apple's operating system comes pre-installed on your Mac and generally contains the drivers needed for your hardware, including the graphics card.

To make sure that your hardware drivers are up to date, you must make sure that your operating system is current. 

• To learn more about updating your Mac's operating system, see: Update macOS on Mac.
  
  
• If your Mac has two graphics cards, and switches between them for better battery life, you may want to switch off Automatic graphics switching so that the best graphics will always be used. See: Set graphics performance on MacBook Pro.
  
  
• If you are still encountering issues with camera views or previews in dialogs after updating the system, continue to the next section.
• 
  

If you use multiple monitors and continue to experience crashing after updating the driver, try temporarily disconnecting the extra monitors. Once you have done so, restart the system and test whether the crashing still occurs with only the primary monitor connected. If the crashing no longer occurs, then it is likely that your graphics card is not capable of supporting the extra monitors, and you will want to leave them disconnected while working within the software.

If you are not using extra monitors, your computer meets the minimum system requirements, and you have updated to the most recent graphics card driver compatible with your operating system, but you are still encountering trouble with generating 3D camera views, then the following section discusses some additional settings that can be adjusted.

To adjust camera and render preference settings

1. First, exit out of any 3D camera views you may have open.
   
   
   
2. Select Edit> Default Settings> Camera Tools and open the Camera tool you're experiencing trouble in.
   
   
   
3. On the Camera panel of the Camera Defaults dialog that opens, make the following changes:
   
   
   • Remove the check next to Show Shadows.
     
   • Remove the check next to Reflections.
   • Remove the check next to Bloom.
   • Remove the check next to Edge Smoothing when Idle, if available.
     
   • Set Ambient Occlusion to 0%.
   • Ensure that Sharpening is set to 0%, if available.
     
   • Ensure that Super Resolution is set to Native Resolution (1.0), if available.
     
   
   
   
   
4. Click OK and Done, then attempt to create a new 3D camera view. Do not open an existing saved camera in the plan, as it would be using settings different from the defaults just changed.
   
   If the camera view is able to generate successfully without issue, then you can exit out of the view, return to the Camera Defaults, and go through and restore one setting at a time until you determine if one or more are specifically responsible for the initial undesired results, and then leave just those options disabled.
   
   If making these changes does not affect the view, leave the settings disabled.
   
   
   
5. Certain preference settings may affect camera views. Select Edit> Preferences if you're on a Windows PC, or Chief Architect> Preferences  if you're on a Mac, then access the Render panel.
   
   
   • In X15 and prior versions, set Hardware Edge Smoothing to None and test if this produces better results. If there is no change, set this back to its original value and proceed to the next option. This setting is not available in X16 and newer versions.
     
   • On a Mac, toggle the check next to Disable Render Target Aliasing if you're experiencing pixelation in 3D camera views.
     
   • On a Mac, the Enable Retina Render Targets option is checked by default but should be unchecked on systems that do not have Retina displays.
     
   
   
   
6. Click OK and try to create a new 3D camera view.
   
   If the view can generate successfully after making these changes, you can go back and one at a time restore these settings back to their original settings, until you locate which setting specifically causes the issue to occur, and then leave just that option or options disabled.
   
   
   Note: You will need to recreate the camera view to see the changes after each modification to the render settings in Preferences. 
   
   

ADVANCED TROUBLESHOOTING

If your graphics card meets the System Requirements for the software, has the latest driver installed which is compatible with your version of Windows or macOS, and following the above instructions does not resolve the problem, then please contact our Technical Support department directly, and include all of the following files listed below.

1. If the issue only seems to occur in one particular file, use the Export Plan/Layout as Project  tool, Backup Entire Plan/Layout  tool, or one of the other supported Export functions to create a backup of your project with all referenced files.
   
   See Knowledge Base article: Exporting Projects and Disconnected Files.
   
   See Knowledge Base article: Using the Backup Entire Plan/Layout Tool to Send Files to Another User.
   
   
   
2. If you are receiving an error or warning dialog box, make sure to first search this Knowledge Base for the exact wording of the error, or click on the Check Knowledge Base button in the message if one is present, as there may be specific information relevant to that error recorded in another article. If a Send Report button is present, select this option, then take note of the date and time.
   
   If you are unable to locate any additional information on the error, make sure to attach a screen capture image of the message.
   
   See Knowledge Base article: Creating a Screenshot.
   
   
   
3. In X17 and newer, export all of the necessary log files using the Export Logs function:
   
   See Knowledge Base article: Exporting Log Files to Send to Technical Support.
   
   
   In X16 and prior, export the Message Log and Rendering Log:
   
   See Knowledge Base article: Locating the Message Log.
   
   See Knowledge Base article: Locating the Rendering Log.
   
   
   
4. Export your System Information.
   
   See Knowledge Base article: Retrieving System Information to Send to Technical Support.
   
   
   
5. Sign in to the Technical Support Center and create a new support case to send to Technical Support.
   
   See Knowledge Base article: Using the Technical Support Center.
   
   
   
6. Give the case a short but descriptive title.
   
   In the text of the case, type a detailed description of the problem, including the exact steps that cause the behavior. If you submitted a report, be sure to reference the date and time the report was sent. The more detailed you are, the more likely we will be to reproduce the issue and identify the problem.
   
   Click the Browse button and attach the files mentioned above, then click Submit.
   
   It is possible that Technical Support may need additional information regarding the issue, which they will request via a reply in the Technical Support Center.