troubleshooting

Troubleshooting

If you run into issues with PocketStudio, first check if the issue has been addressed here, or in the frequently asked questions section. If not, then head to the support page to find out how to contact us.

We are still ironing out all of the issues associated with different systems and setups, and it may be that you have stumbled across a case we haven’t accounted for.

The first place to look for reasons for the app not opening is the logs. These are stored here: %APPDATA%\Pocketstudio\logs (just paste this into the Windows Explorer address bar).

If the log indicates that the app failed during Vulkan initialisation, check your graphics drivers are up to date. If it still doesn’t open after updating, check that your GPU supports Vulkan 1.2.

If you do run into any issues opening the app, please contact us (details on our support page) and we will try to solve the issue. Even if you manage to solve the problem yourself, telling us will help us to robustify the app for other users.

When the desktop app launches, it first checks all of the features are supported. If not, some features will be disabled.

Reasons for a feature not being supported could be; your hardware doesn’t support it or your hardware drivers don’t support it. We always recommend that you run the latest version of the available graphics drivers.

High quality rendering in PocketStudio requires Nvidia’s RTX for ray tracing using the GPU.

If you want to use the high quality rendering mode you will need an Nvidia RTX compatible GPU. Most Nvidia GPUs from the current generation, whether from the consumer (GeForce) line or the professional (Quadro) line will support RTX in some form.

PocketStudio supports Nvidia’s OptiX AI-accelerated denoiser for noise reduction. It is a tool that rapidly resolves noise in an image, meaning your frame can be ‘completed’ in a much quicker time frame.

If you have an Nvidia graphics card, but Optix denoising is listed as unsupported when you start the app, it may be that your graphics drivers are outdated.

For optimal performance we recommend you update your Nvidia driver to the latest version and then restart PocketStudio.

There are two main manufacturers making discrete GPUs today; Nvidia and AMD. There are many other manufacturers, however, making the cards themselves; Asus, EVGA, MSI, Gigabyte and other companies, can produce graphics cards using Nvidia and AMD’s chips, adding their own tweaks to set themselves apart from each other.

If you are working on a laptop you may not have a discreet graphics card, but instead be running integrated graphics on your CPU.

You can follow these instructions to find out what graphics card you have installed.

Follow these instructions for updating Nvidia or AMD. If you are running integrated graphics you can follow the same instructions as for AMD graphics.

Right click the Windows Start button and open Device Manager. You should see an option near the top for Display Adapters. Click the drop-down arrow, and it should list the name of your GPU. For example, in the screenshot below, you can see that I have an Nvidia Quadro RTX 6000.

Windows device manager

We show two ways to update your Nvidia drivers. Choose the route that you feel mosst comfortable with.

Updating Nvidia Manually

If you wish to update Nvidia manually, you need to download the most recent drivers from their website. You’ll then have to run the installer and overwrite the old driver. Here’s how:

  • Go to the Nvidia Driver Download page (external link).

  • Perform a search for the driver manually (use the form to narrow down your options).

    If you’re unsure at this point which Nvidia graphics card you have installed, you can right click on the desktop and open the Nvidia Control Panel. Nvidia Control Panel

    Your graphics card should be listed on the home page. If not, you can click on System Information in the bottom left corner to get an overview of your system. Nvidia System Information

    In the display tab, your graphics card will be listed under graphics card information; Items.

  • Download the most recent version of the driver you need. Launch the installer once the download is complete to begin the update.

Updating Through GeForce Experience

The GeForce Experience is a program that complements your Nvidia driver. GeForce was designed to do many things including video capture, screenshots, live streams, and driver updates.

  • Download GeForce Experience through the official website. Launch the application once installed.

  • You will be prompted to sign in to continue. Click Create Account if you don’t have one and fill out the online form. Otherwise, enter your login credentials or sign in using Google, Facebook, WeChat, or QQ.

  • Once logged in, click the Drivers tab. Download and install the latest driver.

  1. Right click the Windows Start button and open Device Manager.
  2. Go to Display adapters and locate your AMD Graphics Card
  3. Right click your graphics card and select Update Driver.
  4. Choose ‘Search automatically for updated driver software’ and follow the directions.

If Vulkan fails to initialise, you may see an error in the logs like this:

[I] 15:15:35,645 |6012| [app] Initializing Vulkan...
[E] 15:15:35,649 |6012| [app] Vulkan: Failed to query instance extension count: A host memory allocation has failed
[E] 15:15:35,704 |6012| [default] Ghi Error Vulkan Error

The first thing to check is whether Vulkan is supported by your hardware. You can check this table (external link) if you know your GPU model. If you don’t know your GPU model, you can find out with these instructions, then go back to the table and check for your GPU. This will tell you if your hardware can support Vulkan 1.2 as required.

If it can support Vulkan 1.2, then the next thing to check is, can I run a basic Vulkan 1.2 app?

Try the following:

  • download latest vulkan SDK for windows
  • in the install folder (by default C:\VulkanSDK\<version-number>\Bin) run vkvia.exe
  • vkvia should briefly display a window with a spinning cube and output in the same folder a file called vkvia.html
  • open the vkvia.html file in your web browser. You should see a table with row called ‘Vulkan Runtimes’. Click on that row to expand it. If the runtime doesn’t say version 1.2 or higher, like the one pictured below, you will need to update your graphics drivers (follow the instructions for Nvidia or AMD).

ps docs vkvia html

When you select an object and press F to frame it, your viewpoint will change (whether you are in walkthrough mode or in an unlocked camera) to frame the selected object. Your viewpoint will center on the center of the object. This can be a problem is the object’s center pivot is actually far away from the object itself.

The solution is to use a different method to focus a camera on the object. You can instead use ctrl+ to frame the camera on the point on the surface you are clicking on.

If you want to skip the preamble, jump to 1:30.

When you make a camera using the augmented reality app in the current version of PocketStudio, the virtual camera adopts the sensor size of your phone. This is generally tiny… like 5mm wide. The smaller the sensor you have, the larger the depth of field you will have. Pinhole cameras for example have infinite depth of field. So if you want to have a narrower depth of field in your AR cameras - or a softer image - you just need to increase the sensor size of the camera in the desktop app.

Windows can block the installer from writing to the location where the application is installed if another instance of the application is already running.

To fix that issue, close all running instances of PocketStudio and (for safety) any File Explorer that would be opened on the location where the application is installed. Then restart the launcher.

If the problem persists, contact support.

If you need technical support getting up and running in PocketStudio, head to our support page to find out how to reach us.