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White Screen issue with SL Viewer


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Hey all. I've been having problems with the SL Viewer for some times now, I've tried numerous things to try and fix it but to no avail. When I launch the SL viewer all I get is a white screen and nothing else, I usually have to force quit it using the task manager. Running Win10 on a laptop with both an intel GPU and Nvidia GTX 980M (latest driver), I've tried to get the viewer to switch to the Intel GPU using the Nvidia control panel but it's stubborn and just won't switch over, it keeps trying to run on the Nvidia card and gives me that white screen. I've tried using Firestorm instead but that too gives me a white screen. I don't get any error messages or anything it just freezes on launch with a white screen...did I mention it just gives me a white screen?  :|  Anyone have any idea or fix for this? Thanks.

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Same issue but MacBook Air with an eGPU (Razer Core X, Thunderbolt 3 port) and a Radeon RX 580 8GB hooked up to it. It's worked with Second Life since day one, but the past day and a half it hasn't worked. If I turn off "prefer eGPU" option then things seem to load ok. Restarting the computer and reinstalling the clients didn't seem to do the trick. I hope I'm not already having a hardware issue with the eGPU or graphics card. With the prefer eGPU option disabled for both applications in the Applications folder (default Second Life client, and Firestorm Viewer), then it works OK. But what good is me running Second Life on my Intel MacBook Air if I can't use it as of two days ago?

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5 hours ago, Miles05 Reitveld said:

Same issue but MacBook Air with an eGPU (Razer Core X, Thunderbolt 3 port) and a Radeon RX 580 8GB hooked up to it. It's worked with Second Life since day one, but the past day and a half it hasn't worked. If I turn off "prefer eGPU" option then things seem to load ok. Restarting the computer and reinstalling the clients didn't seem to do the trick. I hope I'm not already having a hardware issue with the eGPU or graphics card. With the prefer eGPU option disabled for both applications in the Applications folder (default Second Life client, and Firestorm Viewer), then it works OK. But what good is me running Second Life on my Intel MacBook Air if I can't use it as of two days ago?

There is a bug in the latest Radeon driver update that turned everything blue.  I think most people reporting it found that rolling back the driver to a previous working one fixed it.  I'm not sure on a Mac though if this could be the same type of issue.

20 hours ago, Dan Linden said:

This issue is resolved in AMD's video driver released on 1/21/2021. Update your video driver to Adrenalin 2020 Edition 21.1.1
https://www.amd.com/en/support/kb/release-notes/rn-rad-win-21-1-1

Might be worth a look.

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The issue with the AMD video driver had to do with everything being blue tinted and did not prevent people from logging in, so I would think that's a different issue than just getting a blank white screen when you first start the viewer. 

To the OP, am I correct in  thinking that you are not even getting the title bar for the viewer process where you could bring up the Help -> About <viewer name> window so that you could copy and paste that info here? 

You mentioned having this problem "for some time now", so I'm presuming there was a time prior when you were able to log in OK?  

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  • 3 weeks later...

Yes....Predator laptop i7 running Win10 with Intel eGPU and Nvidia GTX 980M ...more than enough to run SL.

A few months back when I would install the SL viewer it would mess around with my Nvidia driver and break the Nvidia control panel, forcing me to reinstall the Nvidia driver.

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@Fredz FaulkesThis might be totally ignorant but is it possible that your computer's firewall is partially blocking some component of the viewer during the download of the update?

The symptoms remind of early days of my SL when my PC's firewall was messing with elements of the viewer instal package, resulting in a "white-screen" .

I don't recall the solution, but the cause might be related.

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On 2/22/2021 at 2:40 PM, Aishagain said:

@Fredz FaulkesThis might be totally ignorant but is it possible that your computer's firewall is partially blocking some component of the viewer during the download of the update?

The symptoms remind of early days of my SL when my PC's firewall was messing with elements of the viewer instal package, resulting in a "white-screen" .

I don't recall the solution, but the cause might be related.

I've checked and rechecked firewall and antivirus, no issue there. The app updates fine but just won't run. 

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Hmm..think last thing to do is reinstall the viewer. 

But you can try klick on the file SL_Launcher.exe direct from the map in "C:programs/secondlifeviewer.....

just to make sure the path to the file is not broken or wrong.

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My case got fixed because the HDMI cord was not hooked into the graphics card. I bought a new USB hub that had HDMI and I had my monitor hooked into the hub instead of the card. 
 

I don’t build computers and I’m not a PC gamer so I’m glad I was able to test that out after seeing what happened. Hopefully you guys will get your issues fixed!

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@Fredz Faulkes Having racked my brain to recall what I experienced, I have a suspicion that it might still be your AV/Firewall interfering with the download of the installer package.  You might want to check the security level you have set.  It may be identifying downloaded packages containing .exe files as potential security risks.

ETA: It never occurred to me to ask, are you running a double monitor set up...see Dan Linden's post below and the forum thread mentioned there.

Edited by Aishagain
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Try disabling your AV and firewall completely before launching (yes, security, it worked before, blah blah but were trying eliminate things). Also when looking at the task manager use the Details section and sort by CPU% and see if another process(es) are popping up at 100% of the thread they are using while SL is trying to run (I would suspect you have a 4 core 8 thread cpu so 100% of a thread would be seen as 12% there).

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I'm having problems with my viewer, my graphics don't seem to be displaying properly, in some sims all I can see is shapes and colors some are better than others but it's not what it's supposed to be, I've tried everything I can  but nothing is working.

Below are some examples of what i'm seeing in SL at the moment.

what_i_m_seeing_by_aeirifawn22_def9eai-pproblems_in_sl_by_aeirifawn22_def9eao-pr

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11 hours ago, Aeirifawn26 said:

I'm having problems with my viewer, my graphics don't seem to be displaying properly,

H Aeirifawn,

Somebody may well recognise this but, in the meantime, give us your system details from your viewer's top bar menu Help -> About [viewer name] -> Info tab

Copy/paste that entire page into a post here. Only then will we know exactly what we're dealing with.

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  • Lindens
11 hours ago, Aeirifawn26 said:

I'm having problems with my viewer, my graphics don't seem to be displaying properly, in some sims all I can see is shapes and colors some are better than others but it's not what it's supposed to be, I've tried everything I can  but nothing is working.

Clearing your viewer's cache should fix this problem.
Open Preferences with CTRL+P, or Me menu > Preferences.
In Preferences, go to The Advanced tab & click the "Clear Cache" button.
Then relog - the cache will be cleared on the next login.

Does this fix your problem?

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  • Lindens

@Fredz Faulkes Some things to try:

If you have more than one monitor, see if SL will start on one.

Unplug any additional monitors, and see if SL starts.

Work through https://www.intel.com/content/www/us/en/support/articles/000056230/intel-nuc.html

Try adding the SL viewer to Nahimic's BlackApps.dat list as mentioned in https://jira.secondlife.com/browse/BUG-227725

 

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Posted (edited)
On 3/1/2021 at 6:00 PM, Aishagain said:

@Fredz Faulkes Having racked my brain to recall what I experienced, I have a suspicion that it might still be your AV/Firewall interfering with the download of the installer package.  You might want to check the security level you have set.  It may be identifying downloaded packages containing .exe files as potential security risks.

ETA: It never occurred to me to ask, are you running a double monitor set up...see Dan Linden's post below and the forum thread mentioned there.

I've turned off AV/Firewall and still no go.

I do have an external monitor plugged into the laptop but even without it plugged in SL viewer just gives me a white page.

Edited by Fredz Faulkes
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