Experiencing a black screen or lines on the screen while using BIMcollab Zoom? These issues are often related to your system's graphics card. Below are some steps you can take to resolve the problem.
A. Ensure your system meets the requirements
Before troubleshooting, ensure that your system meets the minimum requirements for running BIMcollab Zoom. If you're unsure, you can find the system requirements on our website.
B. Common causes and solutions
Several factors can lead to black screens or lines in BIMcollab Zoom. Please follow the steps below, and after each step, relaunch BIMcollab Zoom to see if the issue is resolved.
Step 1: Update your graphics card drivers
Outdated graphics card drivers are a common cause of display issues. To update your drivers:
Windows:
Open Task Manager by pressing
Ctrl + Alt + Delete.Go to the Performance tab and select GPU.
Identify the name of your graphics card version and search on the manufacturer's site or in your online search engine for “[graphics card name] driver update” and install the latest version.
For NVIDIA users, visit: NVIDIA Driver Downloads
Mac:
Click the Apple logo > About This Mac > Graphics.
Search on the manufacturer's site or in your online search engine for “[graphics card name] driver update” and install the latest version.
Step 2: Repair the BIMcollab Zoom installation (Windows Only)
If the BIMcollab Zoom installer did not correctly overwrite all files during installation, it can cause issues.
From the Zoom folder on your drive, locate the BIMcollab Zoom.exe file and run the installer again.
If there are any errors, the installer will display the Repair option, which you can select and follow the on-screen instructions.
Step 3: Delete a corrupt settings file
Sometimes, a corrupt settings file can cause display issues.
Windows:
Close BIMcollab Zoom.
Navigate to
C:\Users\<username>\AppData\Roaming\Kubus\BIMcollabZoom.Delete the file named
settings.xml.Restart BIMcollab Zoom.
⚠️ Attention: The AppData folder is hidden by default. To reveal it, click on the View tab at the top and check the box next to Hidden items to reveal hidden folders.
Mac:
Close BIMcollab Zoom.
Go to
/Users/<username>/Library/Preferences/Kubus/BIMcollabZoom.Delete the
settings.xmlfile.Restart BIMcollab Zoom.
⚠️ Attention: The Library folder is hidden by default. To reveal it, press CMD + SHIFT + . (dot).
Step 4: Perform a complete uninstall and reinstall
If the issue persists, a complete uninstall may be necessary.
Uninstall BIMcollab Zoom.
Ensure that the following folders are removed:
Windows:
C:\Users\<username>\AppData\Roaming\Kubus\BIMcollabZoomMac:
/Users/<username>/Library/Preferences/Kubus/BIMcollabZoom
Reinstall BIMcollab Zoom and check if the issue is resolved.
Step 5: Verify OpenGL rendering
BIMcollab Zoom may be using the default Microsoft graphics card instead of one that supports OpenGL.
Verify if the correct OpenGL graphics card is being used.
If not, change the default OpenGL rendering GPU to either automatic selection or the correct graphics card.
You can follow the steps shown in the articles below:
Step 6: Increase Performance
Optimizing your system's performance can also help resolve display issues.
Consider increasing your system's performance settings.
Step 7: Restore GPU to Default Settings
If the above adjustments in the Nvidia control panel did not help, it might be necessary to perform a complete "Restore" function for the 3D Settings:
Navigate to the Nvidia Control Panel
Got to the Manage 3D Settings page
Click on the [Restore] button:
Step 8: Update Intel integrated GPU Driver
It is also important to ensure your Intel integrated GPU Driver is up to date. Follow the steps in the link below to do so:
Additional Information: External Monitors
If you are using an external monitor and/or docking station, please make sure that these drivers have the latest version as well, as they might not be compatible with GPU/OpenGL.