The following is a short list of some typical problems and common questions that may arise during installation, together with possible solutions or helpful advice.

Please do not hesitate to contact our support team directly if you encounter any difficulties. We will also be happy to help you with a video meeting or on-site troubleshooting.

Our customer support is available on weekdays from 08:00 to 18:00 CET via e-mail at support@visiometa.com or by telephone on +49 (0) 2971 961 98 92 (charges apply).

Q: **//My uplink in the license provider dialog never shows a green check mark, even after

refreshing the list several times. Is my license invalid?//**

A:

• The green check mark only indicates whether there is a connection to the license server, not whether the user has a valid license.
• Make sure that your computer is online and that port 2310 is open for outgoing TCP connections. If necessary, talk to your system administrator about setting up a corresponding firewall rule.

Q: Both the thermal and diffusive modulus computations are never completed regardless of the configuration. What am I doing wrong?

A:

• Close Visiometa and open the log file \Documents\Visiometa\App.log with any text editor. The first lines will tell you whether the software was able to use your dedicated NVIDIA graphics card, which is required for fast modulus computation. If this is not the case, your GPU may not be compatible or the drivers may be out of date.
• If you are working on a laptop/notebook, there may be power saving settings that prevent the high performance GPU from being used. Revisit the instructions for setting up the graphics hardware in section B.
• As a last resort, you can open the modulus computation options and set the UseGPU switch to False. This causes the numerical algorithms to be executed on the CPU, which takes considerably longer in most cases.

Q: The software seems to run slowly or performs poorly. Animations stutter and pressed buttons appear to be unresponsive. Can this be improved by a setting?

A:

• Check the performance characteristics of your computer. Do they meet the requirements specified in section A? If not, please contact our technical support to clarify how the performance can be optimized.
• The hardware drivers, especially for the graphics card, must be up to date. Outdated GPU drivers are the most common cause of performance problems.
• Other applications running in the background, especially those that consume a lot of memory or have a high degree of parallelization (such as simulation software) could have a negative impact on the performance of Visiometa.
• The frame render time might be too long for the currently configured target frame rate. Open the inspector dialog for the WorkspaceView by right-clicking into the 3D viewport while holding down the control key. Scroll down to the bottom and reduce the value of the TargetFramerate setting to 30 fps.