Cadmouse settings window only 2 seconds visible

Questions and answers about 3Dconnexion devices on Windows.

Moderator: Moderators

Post Reply
Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Cadmouse settings window only 2 seconds visible

Post by Jeu » Mon Aug 31, 2020 4:19 am

Hi all,


If I open the settings window from the 3Dconnexion Home window or in Fusion 360 the window is opening and closing again after 2 seconds. I already uninstalled the driver and reinstalled it. I installed the most recent driver. Any idea what I can do to correct this? I,m using Windows 10 professiona, thanks.

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Tue Sep 01, 2020 2:42 am

Additional info :Windows Diagnostic Data viewer is reporting "3DxSmartUi stopped working"

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Tue Sep 01, 2020 6:23 am

So, I perfromed an uninstal according the guidelines at
https://3dconnexion.com/nl/support/faq/ ... r-windows/
Rebooted, reinstalled the driver and connected the Cadmouse. The Settings window is still disappearing after about 2 seconds.

luping
Posts: 263
Joined: Wed Mar 20, 2019 5:54 pm

Re: Cadmouse settings window only 2 seconds visible

Post by luping » Thu Sep 03, 2020 8:04 pm

RMA due.

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Fri Sep 04, 2020 1:12 am

I'm sorry, what is the meaning of RMA due?

UtaSH
Moderator
Moderator
Posts: 3596
Joined: Mon Nov 27, 2006 10:34 am
Location: Munich, Germany
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by UtaSH » Fri Sep 04, 2020 6:58 am

Hello Jeu,

RMA means that your device is faulty and needs to be replaced. But your problem is not a problem with the device, but a software problem.

As you already cleaned the settings on your machine I recommend that you contact our Technical Support Team. They will collect dianostic files for analysis.

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Fri Sep 04, 2020 8:05 am

OK, I already contacted the support Team September 30 but I only received a few replies with the message that they will try to solve this as soon as possible. So I tried to find a solution myself. Thanks for replying.

UtaSH
Moderator
Moderator
Posts: 3596
Joined: Mon Nov 27, 2006 10:34 am
Location: Munich, Germany
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by UtaSH » Mon Sep 07, 2020 8:24 am

Hello Jeu,

our team needs a 3DxDiag file. Please proceed as follows:
  • Right click the 3Dconnexion icon in the system tray and select "Write Log file" (if it is not yet activated).
  • Stop the driver (Windows -> Start -> All Apps -> 3Dconnexion -> Stop Driver).
  • Next start the driver (Windows -> Start -> All Apps -> 3Dconnexion -> Start Driver).
  • Open the the CadMouse Settings window. Note the time of your system and how you opened it.
  • In case you get an error please make a screenshot.
  • Press the Shift button and hold and right click the 3Dconnexion icon. Select "Run Diagnostics".
  • In the window of the 3Dconnexion Diagnostics Tool click "Collect System Information ...".
  • This will take a few minutes and at the end an Explorer window will open at %TEMP\3Dconnexion\3DxDiag. You will find there a zip file that you should either send to the Support Team or provide a location where it can be dowloaded in case it is too large to send via email.

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Mon Sep 07, 2020 10:36 am

Hi Uta,


I sent the requested data to the support team.
To do so I replied to one of the E-mails I received with the case number 3DCX-20200830-0003.
I included a link to download the file because it was too big to send via E-mail.


Jeu

UtaSH
Moderator
Moderator
Posts: 3596
Joined: Mon Nov 27, 2006 10:34 am
Location: Munich, Germany
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by UtaSH » Fri Sep 11, 2020 7:04 am

Hi Jeu,

the team received it. Thanks. You have a different case number now. ;)

I will check with the team how to proceed. We need to ask the developers for help with the analysis.

Jeu
Posts: 9
Joined: Sat Feb 08, 2020 12:42 pm
Location: Netherlands
Contact:

Re: Cadmouse settings window only 2 seconds visible

Post by Jeu » Sat Sep 12, 2020 11:37 am

Hi Uta.
OK, thanks.

Post Reply