Term-PRO Magnum Edition 3D Troubleshooting

If the 3d graphics in Term-PRO are not being displayed (or if the Term-PRO software hangs or crashes when loading) then your computer probably incorporates an Intel graphics chip. Intel has confirmed that there was a bug in the Intel graphics driver that was causing the problem.

== August 9, 2018 Updated Information - Try this First ==

Intel has released a graphics driver update to correct the problem. 

Please visit https://downloadcenter.intel.com/download/27988 to download and install the Intel graphics driver for Windows 10.

Please note that WHE Inc. cannot provide technical support related to updating graphic drivers on your computer. 

== July 24, 2018 Updated Information ==

If the 3d graphics in Term-PRO are not being displayed then your computer probably incorporates an Intel graphics chip. Intel has confirmed that a bug in the Intel graphics driver is causing the issue. Intel says they have a fix for the problem and that an upcoming driver update will resolve the problem. (Intel has tested the fix with Term-PRO Magnum edition.) We will make an announcement when Intel releases the new driver.

== July 12, 2018 Updated Information ==

Intel has fixed the 3d graphics bug in the Intel graphics driver. this driver should fix the issue with 3d graphics not being displayed in Term-PRO. Intel says the driver update will be available soon.

Here is the information provided by the Intel support engineer...

I have great news. Our development team already has a fix for this issue (bug id 1407018879) checked-in for our next driver release. Once i have a release approximate date i'll let you know. 

By the way, today we released a new driver, version 24.20.100.6194 available here: https://downloadcenter.intel.com/download/27892. I believe our fix should be in the next driver after this one.

Thank you once again for your tremendous patience, and feel free to reassure your customers that help is on its way.

== April 24, 2018 Updated Information ==

Intel has confirmed that there is a bug in the Intel graphics driver. this bug prevents the 3d graphics in Term-PRO from being displayed correctly.

Here is the information provided by the Intel support engineer...

I am a product support engineer for Intel graphics, and I would like to provide you with an update on case# 03369987.

During our first test round we were able to reproduce the issue you reported, thus an internal bug report has been filed under id 1407018879, which should soon enter debugging stage. This might be a lengthy process based on priorities and current team(s) workload, and while I cannot promise you any particular outcome, I would like to confirm that we'll investigate and as soon as I have an update or news I'll let you know.

== Original Article ==

The Term-PRO Magnum edition features 3d graphics when viewing the "vent design" or "wood design" tabs. Normally, you should see images similar to those shown below whenever you click on these tabs in the Term-PRO Magnum edition application...

If you see a blank screen (grey or black) when viewing the vent design or wood design you will need to try one or more of the following steps...

Tip 1 - Uninstall Intel Graphics Application

Some computers incorporate an "on-board" Intel graphics chip. Windows provides "native" support for this graphics adapter. If your computer uses an Intel graphics chipset you may need to uninstall the Intel graphics control panel application (which is not needed).

1. Open the Windows control panel (right-click on the Windows start button and then select "control panel".)
2. Uninstall all programs that have a name(s) similar to "Intel graphics..."
3. Reboot your computer
4. Re-launch Term-LAB and test.

Tip 2 - Microsoft Directplay

Term-PRO requires a Windows component called "directplay". This component may or may not be installed on your computer. Normally, the Windows installer will ask you if you want to install Directplay during the Term-PRO installation (if Directplay is not currently installed.) If you don't get this message, or if you answered "no" when you received the prompt, Term-PRO won't be able to display 3d images.

Solution:

1. Exit Term-LAB Magnum
2. Type "Windows features" in the "Search Windows" box next to the Windows start button.
3. Select "Turn Windows features on or off" from the list.
4. Expand the "Legacy Components" item and then make sure "Directplay" is selected.
5. Click on "Ok" and follow the on-screen instructions.
6. Once directplay has been installed re-launch Term-LAB and see if the problem has been resolved.

Tip 3 - Microsoft DirectX

The Term-PRO Magnum edition application requires Microsoft DirectX. Normally, this component is already installed as part of the Windows operating system. You can use the following steps to verify that DirectX is installed and working properly...

1. Exit the Term-LAB Magnum application.
2. Click on the Windos "search" bar.
3. Type "dxdiag". Windows 10 should locate the program. Otherwise you will need to install DirectX.
4. click on "dxdiag" to launch the directx diagnostic utility.
5. Click on the "Display 1" tab.
6. Verify that "Directdraw Acceleration" is enabled, "Direct3d Acceleration" is enabled, and "Agp Texture Acceleration" is enabled.
7. Make sure "no problems found" is displayed in the notes field.
8. Exit the diagnostic utility.

DirectX 12 is included as a standard feature on Windows 10. But, some of the required DirectX 9.0 files may not be on the computer. You can go to the Microsoft DirectX download page to download and install these files.

Download Microsoft directx

Be sure to re-boot your computer if you install DirectX.

Tip 4 - Intel Graphics Adapter Chipset

The Intel graphics chipset can be found in many popular computers. For some reason, the 3d graphics are turned off by default on many of these computers. If your computer uses the Intel graphics chipset you should try the following...

1. Exit Term-LAB Magnum edition
2. update the Intel drivers.
3. Type "Intel" in the Windows search bar.
4. Xelect "Intel graphics manager" from the list.
5. Click on the "3d" menu button and turn it on.
6. Click on the "power" button and select "high performance"
7. Close the control panel and re-launch Term-LAB.

Tip 5 - Install Microsot Visual C++ 2008 Redistributable

The Microsoft Visual C++ 2008 runtime libraries may be missing from your computer. Please follow these instructions to download and install these components from Microsoft...

1. Exit Term-LAB Magnum edition
2. download Microsoft visual c++ 2008 redistributable and save it to your downloads folder.
3. Once the download completes, open your downloads folder and run the download (vcredist_x86.exe)
4. Follow the on-screen instructions.
5. Once the software has been installed, reboot your computer and re-test Term-LAB.

Tip 6 - Re-Install Term-LAB Magnum Software

Sometimes antivirus software can prevent critical components from being installed.

1. Uninstall Term-LAB Magnum.
2. Temporarily disable all antivirus software.
3. Reinstall Term-LAB Magnum. (You should not receive any errors).

Tip 7- Other Options

• The Term-LAB application requires a graphics card that can support 3d graphics. If you are using an older desktop pc you may want to try upgrading your graphics adapter.
• Sometimes the Windows operating system may be damaged (missing or damaged files). You can try repairing the Windows installation.
• You can also try using the software on a different pc. Don't forget to de-activate the Term-LAB Magnum software first.
  • Make sure you are connected to the internet.
  • Launch Term-LAB Magnum.
  • Select "Help / De-activate" from the pull-down menu.
  • Uninstall Term-LAB Magnum.
  • Follow the original installation instructions to download, install, and activate Term-LAB on your new computer.