My 3D window is completely white or black

My 3D window is completely white or black

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.

1. 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.

2. 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Outdated graphics card drivers are a common cause of display issues.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:

    1. Open Task Manager by pressing Ctrl + Alt + Delete.
    2. Go to the Performance tab and select GPU.
    3. Identify the name of your graphics card and search online for “[graphics card name] driver update.”

  • Mac:

    1. Click the Apple logo > About This Mac > Graphics.
    2. Search online for “[graphics card name] driver update” and install the latest version.

Step 2: Repair the BIMcollab Zoom installation (Windows Only)

If the Zoom installer did not correctly overwrite all files during installation, it can cause issues.

  1. Run the BIMcollab Zoom installer again.
  2. Select the Repair option and follow the on-screen instructions.

Step 3: Delete a corrupt settings file

Sometimes, a corrupt settings file can cause display issues.

  • Windows:

    1. Close BIMcollab Zoom.
    2. Navigate to C:\Users\<username>\AppData\Roaming\Kubus\BIMcollab Zoom.
    3. Delete the file named settings.xml.
    4. Restart BIMcollab Zoom.
      Note: 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:

    1. Close BIMcollab Zoom.
    2. Go to /Users/<username>/Library/Preferences/Kubus/BIMcollab Zoom.
    3. Delete the settings.xml file.
    4. Restart BIMcollab Zoom.

    Note: 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\BIMcollab Zoom
    • Mac: /Users/<username>/Library/Preferences/Kubus/BIMcollab Zoom
  • 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.

  1. Verify if the correct OpenGL graphics card is being used.

  2. 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.



3. Still having issues?

If none of the above solutions work, please contact us via email at support@bimcollab.com or start a chat through our Help Center. We’re here to help!


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