Frequently Asked Questions

It is normal to have questions, here you will find the answers to the most frequently asked questions by our customers.

Windows 10 DPI Scaling

  • Right click on the CounterSketch icon on the desktop.

  • Left click on Properties.

  • Go to the Compatibility tab.

  • Click on Change high DPI settings button.

  • A new window will appear.

  • Under High DPI scaling override check the box to override the scaling behavior.

  • Click on the drop down menu underneath and select System.

  • Apply the same steps above to the Rhino 5 (64-bit) shortcut icon.

  • Click OK on both windows to save the settings.

Geforce Driver Update

  • In the Windows Start Menu, type Device Manager and press enter to bring up the Windows Device Manager.

  • Once it appears, locate and expand the Display Adapters category.

  • Double click on your GeForce card in the list to bring up its properties.

  • Click on the Driver tab to see what Driver Date and Driver Version you are using.

  • If your driver is outdated, please download and install the latest from GeForce.com/drivers.

  • If you do need to update, choose the option for Custom Installation.

  • On the next screen, check the box to perform a clean installation.

  • Also, in the list of items near the top, uncheck the option for GeForce Experience.

  • After the installation has completed, please restart the computer.

  • If you lose your connection for less than 2 minutes at a time, you will see no interruption. So wifi signals that are problematic shouldn't cause issues.

  • MG Requires an Internet Connection to start and you must be logged into the launcher.

  • At the 2nd minute of loss of connectivity, the application hides the Rhino Window and displays "Security Failed" and brings the Launcher Window up.

  • At the 5th minute of loss of connectivity, the application begins to close, it will prompt to Save your work, and perform an "Unexpected Shutdown Save" into that special project folder. It will then close MG.

  • If at any time before the 5 minute limit your connection is restored, it will resume normal functionality.

If at any time before the 5 minute limit your connection is restored, it will resume normal functionality.

  • If there is no connection activity for up to eight hours then your session in the Gemvision Launcher will time out.

  • Upon the next time you come back to the computer you will have the Gemvision Launcher in the forefront.

  • If you try to launch MatrixGold you will get stuck at obtaining license

  • To remedy this sign out of the Gemvision Launcher and then back in. Once you have done so you can use MatrixGold as normal.

If you have a custom firewall set by your local IT administrator then you will need to make sure you allow the following through the firewall:

  • TCP Port 443 - gemvision.s3.amazonaws.com

  • TCP Port 443 - gems.gemvision.services

  • TCP Port 443 - logstash.analytics.rhino3d.com

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