Dell Precision 7760 not supported by Creo 12?!?!

[TD_10203231]

Finally upgraded from Creo 9 to Creo 12 and it started completely locking up the system when adding a countersink to a hole feature.  Contacted tech support and they said the Dell 7760 is not supported by Creo 12!

This is crazy!  So now I am supposed to go and buy new laptops for the entire engineering and design team??

Looks like I either find another 3D system or I am stuck with Creo 9.  I didn't upgrade to Creo 11 because they moved the mapkeys out of the config.pro to a separate file that is located on the local client.  This made the CAD much more difficult because one way to standardize and control process is by using mapkeys that were loaded of the server at the start point.

Not happy with PTC...

[tbraxton]

Did you open a support call with PTC? If you do have a call, post the details here.

Are you able to reproduce this problem across machines and across models (if the problem only happens with one model, then it is not likely a HW driven issue).

Have you checked with Dell to confirm that the HW and OS do not have ISV certification for Creo 12? Dell should have an online tool to determine what is certified and supported. Even if it is not certified PTC should not ignore you as the HW, graphics card, and OS may be supported individually without the system ISV certification.

[TD_10203231]

I did have a support call with PTC.  Online Teams meeting and I was able to reproduce the error in less than a minute.  Locked up entire system and had to power down and then resume the meeting again.

I ran the Creo 12 PTCHardwareCheck.exe and it said that it was not supported for Simulation Live, Generative Topology Optimization, or Render Studio, but we do not use any of those tools.

I can send to someone the simple model and see if they can replicate it on "approved" hardware.

[tbraxton]

The comments on not supported apps sounds like it would be the GPU that would affect those. These apps would not even need to be installed to modify or create a hole feature. If tech support closed the case based on your HW configuration, I would suggest you reopen the case. 

It would be useful for you to post a test model here for others to test in Creo 12 with different HW.  Be sure to zip the part file before posting here. It would be best if you describe exactly how to reproduce the issue on your end, so testing follows the same steps.

[TD_10203231]

It is very easy to duplicate if it is going to crash the system or not.

Open the part, edit the hole feature, change from a clearance hole to a clearance hole with a countersink, and click OK.  The entire system will freeze up and you have to power down the computer.

I have tried this on multiple computers (laptop and desktop) and have had random results.  It seems that the crash happens on computer that do not have an approved graphics card.

Changing the setting graphics win32_gdi does fix the problem but the performance if far too slow.  Never had this issue with Creo 9 or 10.

[MartinHanak]

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@TD_10203231 wrote:

It is very easy to duplicate if it is going to crash the system or not.

Open the part, edit the hole feature, change from a clearance hole to a clearance hole with a countersink, and click OK.  The entire system will freeze up and you have to power down the computer.

I have tried this on multiple computers (laptop and desktop) and have had random results.  It seems that the crash happens on computer that do not have an approved graphics card.

Changing the setting graphics win32_gdi does fix the problem but the performance if far too slow.  Never had this issue with Creo 9 or 10.

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Hi,

no problem in my Creo 12.4.0.0. I entered 0.5 countersink diameter on Shape tab.

Creo Parametric Graphics Type: OPENGL
	 Using hardware accelerated OpenGL. 
------------OpenGL Graphics Info-----------
Running on Windows
OpenGL Vendor   : Intel
OpenGL Renderer : Intel(R) UHD Graphics 620
OpenGL Version  : 4.6.0 - Build 31.0.101.2125
OpenGL Vertex Buffer : Supported
OpenGL Frame  Buffer : Supported
OpenGL Material Shader : Supported
OpenGL OIT Transparency Shader : Supported
OpenGL GPU Line rendering : Disabled
Screen Resolution 1920 x 1200 pixels 
HDPI Text Scale 1.000000
Graphics Card Does Not Support Render Studio GPU mode

[StephenW]

If the graphics win32_gdi fixes the problem with respect to the crash, it is a graphic card OR DRIVER issue. Remove the graphics options and you need to try newer or older graphics  card drivers. In cases like this, i make sure and try the latest "approved" driver that ptc had listed. If that doesn't work,I go straight to the lastest driver, then work my way back to try to find one that works. The couple of times I have had to do this, it only took 2 or 3 tries to get one that worked.

Hopefully it helps.

[Catalina]

Hi @TD_10203231,

I wanted to see if you got the help you needed.

If so, please mark the appropriate reply as the Accepted Solution or please feel free to detail in a reply what has helped you and mark it as the Accepted Solution. It will help other members who may have the same question.

Of course, if you have more to share on your issue, please pursue the conversation.

Thanks,

[MartinHanak]

Hi,

often problems are related to graphic card drivers. Please open you config.pro file in Notepad and add following line at the end of file. Note: The option is used for testing purposes, only! Is is not intended for real work.

graphics win32_gdi

Then test Creo behavior. If it works well then you have to update graphic card drivers.

Q1: What graphic card is installed in Dell Precision 7760?

Q2: What graphic card drivers version is installed?

According to https://www.ptc.com/en/support/refdoc/Creo_Parametric/Vendor_Hardware/Dell_12?action=view page Precision 7780 is supported.

According to https://www.productindetail.com/cn/comparison-dell-precision-7760-vs-dell-precision-7780 page the main difference is graphic card. Therefore I think that it is the route of the problem.

[TD_10203231 · Accepted solution]

I finally received a fix from PTC and it seems to be working so far.

By adding enable_opengl_fbo to the config.pro seems to have fixed the problem. (fingers crossed)

[TD_10203231]

Forgot to post the entire line to add to the config.pro

enable_opengl_fbo no