User Manual
  • 🏡About D5 Render
  • 🧭Getting Started
    • Quick Start
    • Interface Overview
    • Workflow
  • 🧊Importing and editing models
    • How to import model files into D5 Render?
    • How to edit models?
    • How to duplicate the model?
    • What is "Make Unique"?
    • How to quickly adjust models in the asset library?
    • How to make the material drop with one click?
    • How to align models imported separately?
    • What is "Sync Pivot" and how to use it for rotating/opening and closing doors animation in D5?
    • Why do models become displaced after replacement/update?
    • How to select multiple models in the scene?
    • How to flip/mirror models?
    • How to replace models in the scene?
    • How to switch between an object's own coordinates and world coordinates?
    • The imported model in D5 is a whole. How to separately adjust individual objects?
    • How to quickly focus the camera on a model?
    • How to restore the imported model's built-in materials?
    • How to sync/update modified/moved models to D5?
    • Why can't the model be reloaded?
    • Why can't the model in the scene be selected?
    • Why doesn't the model show up when imported directly into D5?
  • 🎲Workflow Plugins
    • General questions
      • How to install plugins through the command line?
      • Why do I see a model in the D5 scene that is not in the DCC?
      • Why does the DCC prompts "Live is not supported in picture/video mode"?
      • Why when using SU and other live plugins, partial models experience abnormal material picking up?
      • Why does the modelling software show a different orientation compared to the top view in D5?
      • Why is it that in the modeling software/D5 the close textures are clearer and the farther textures ？
      • Why "Reload" shows gray when using the D5 Converter to sync the models?
      • Please install the latest version of D5 Render, if you have already installed the latest version.
      • Why do independent parts in modeling software become one entity in D5 after syncing/importing?
      • How to re-import/replace models and keep the materials modified in D5?
      • Can I still make a connection after changing the storage path of a model file or D5 file?
      • Why the .d5a file with group structure info could not use align/sync coordinates?
      • When launching D5 from D5 Converter, why is the window not displayed fully/stuck/shows white border?
      • Launching D5 from the D5 converter gives the error "default error".
    • SketchUp
      • Common issues | D5 LiveSync for Sketch up
      • Feature Introduction | D5 LiveSync for SketchUp
      • Update | D5 LiveSync for SketchUp
      • Workflow | D5 Sync for SketchUp
      • Update | D5 Sync for SketchUp
      • Common issues | D5 Sync for Sketch up
    • 3ds Max
      • Common issues | D5 LiveSync for 3ds Max
      • Update | D5 LiveSync for 3ds Max beta
      • Feature Introduction | D5 LiveSync for 3ds Max beta
      • Workflow | D5 Sync for 3ds Max
      • Update | D5 Sync for 3ds Max
      • Common issues | D5 Sync for 3ds Max
    • Rhino
      • Workflow | D5 Sync for Rhino
      • Workflow | D5 LiveSync for Rhino
      • Update | D5 LiveSync for Rhino
      • Update | D5 Sync for Rhino
      • Common issues | D5 Sync for Rhino
    • Revit
      • Workflow | D5 Sync for Revit
      • Update | D5 Sync for Revit
      • Common issues | D5 Sync for Revit
    • Cinema 4D
      • Workflow | D5 Sync for C4D
      • Update | D5 Sync for C4D
      • Common issues | D5 Sync for C4D
    • Archicad
      • Workflow | D5 LiveSync for Archicad
      • Update | D5 LiveSync for Archicad
      • Workflow | D5 Sync for Archicad
      • Update | D5 Sync for Archicad
      • Common issues | D5 Sync for Archicad
    • Blender
      • Workflow | D5 Sync for Blender
      • Update | D5 Sync for Blender
      • Common issues | D5 Sync for Blender
    • Vectorworks
      • Workflow | D5 LiveSync for Vectorworks
      • Update | D5 LiveSync for Vectorworks
      • Common issues | D5 Sync for Vectorworks
  • 📝User Guide
    • Material
      • How to achieve caustics effect
      • How to select material in the scene?
      • How to adjust the material map?
      • How to control the reflection effect of a material?
      • How to control the bump effect of the material?
      • How to make the emissive effect of the material?
      • What is the AO parameter of material?
      • What is "Invisible in Raytracing"?
      • How to achieve round corner?
      • What if there is colour bleeding in a scene?
      • What materials are the Flowing water templates suitable for? What are the special parameters?
      • What materials are the Transparent templates suitable for? What are the special parameters?
      • What materials are the Water templates suitable for? What are the special parameters?
      • What materials are the Car Paint templates suitable for? What are the special parameters?
      • What materials are the Displacement templates suitable for? What are the special parameters?
      • What materials are the Cloth templates suitable for? What are the special parameters?
      • What materials are the Custom Alpha templates suitable for? What are the special parameters?
      • What materials are the Subsurface scattering templates suitable for? What are the special parameters
      • How to use the Multimedia Material?
      • What materials are the Foliage templates suitable for? What are the special parameters?
      • How to set grass? How to grow grass with one click?
      • What is the difference between a material template and a library preset material?
      • What are the material tools? What are they used for?
      • What is the correct naming convention when importing PBR maps with one click?
      • How do I adjust the material UV and why does adjusting the UV have no effect?
      • Why is the base colour map all black after import?
      • Why is the effect of the glass material not obvious/anomalous?
      • How to create a velvet effect？
      • Why is the file location option disabled?
    • Tool
      • How to use Terrain?
      • How to use D5 Scatter?
      • How to generate a vine with one click?
      • How to batch adjust the parameters of the objects?
      • How to fill hedge leaves with one click?
      • How to save and reuse presets for the Path tool?
      • How to save and reuse presets for the Brush tool?
      • How to efficiently use the path tool to place plants?
      • How to efficiently draw/scatter/place plants?
      • How to erase/clear plants？
      • How to edit plants created by brushes
      • How to create a lawn effect?
      • Other common issues
    • View
      • Camera and Views
      • How to use full screen mode?
      • What is the difference between different preview qualities?
      • How to move the viewpoint freely?
      • What are the different display options for?
      • What are the different display modes for?
      • How to set the 'Depth of Field' effect?
      • How to switch to orthogonal view
      • What is the feature of horizontal and vertical FOV?
      • How to set section/render section diagram?
      • How to adjust the view rotation rate of the right and middle mouse buttons？
    • Sky and Weather
      • Sky Light
      • Weather
      • How to add a custom outro in D5?
      • How to adjust the weather in D5?
      • Other common issues
    • Render
      • What is the 'FPS Booster for Complex Geometry'?
      • Why there are white grids when outputting specific resolution images, but the preview is normal?
      • Where can I activate Frame Generation? Why can't I find the option for Frame Generation?
      • Why does the scene made with 2.6 or previous versions look different in version 2.7?
      • Why are plant shadows discontinuous in specific resolutions' outputs while preview is normal?
      • How to render a scene?
      • How to render a video clip?
      • What is D5 SR?
      • Why is the dark side of the video darker compared to the output single frame?
      • Why is there noticeable noise in the output still frames?
      • How to render channel maps? Which channel maps are supported?
      • How to turn off D5 after the render is finished?
      • Why are there stripes in the rendered output video?
    • Lights
      • Why is there a distinct boundary between light and dark in the scene after using rect/strip lights?
      • What types of light sources are offered by D5?
      • How to edit multiple lights at once?
      • How to make a light invisible in the reflection?
      • Why does the effect of lights change when the camera moves?
      • What are the meanings of each parameter in the light panel?
      • Other FAQs
    • Assets
      • How to Use Lowpoly Assets?
      • How to Use Volumetric Lighting Assets?
      • Why are the assets not displayed in the assets library?
      • What's in the D5 online assets library?
      • How to add materials to local?
      • How to add models to local?
      • Which folder are assets saved in? How to move them to another path?
      • How to manage resources in Local Library?
      • FAQs
    • Studio
      • What is Studio Cloud Space?
    • AI
      • Account Access to AI features
      • How to use AI Post-Processing?
      • How to use AI Atmosphere Match?
      • How to use AI Ultra HD Texture?
      • How to use AI Make Seamless?
      • How to use AI Material Match?
      • How to use AI-generated Texture Maps?
    • Resource Management
      • Why does the operation lag when previewing?
      • How to clean up a D5 project occupying too much space?
      • What is a drs file?
      • Where is the Auto Save feature? How do the backup files work?
      • How to move D5 project files to another computer?
      • What is the Scene List?
      • Why the scene parameters are not saved after switching shots?
      • What is the object list? How to manage the resources in a scene?
      • What is the difference between locking and unlocking models in the object list?
      • How to only select lights/models/plants/paths/etc. in a scene?
      • What are layers? How to manage resources through layers?
      • How to switch the layer on which an object is located?
      • What is the imported list?
      • How to quickly delete imported models and auto-saved backup files for the current project?
    • Effect
      • How to save and reuse environment and post-effect presets?
      • How is Z Depth used in Style?
      • How to use lut？
      • Why does custom lut not work?
      • How is AO used in Style? What effects can be achieved?
      • How to use Outline mode in Style? What effects can be achieved?
      • What effects can each of the parameters in post-processing achieve?
      • Why does adjusting the parameters of the Effect panel not have any effect?
    • Preference
      • Save Compressed Project
      • Use with High Resolution Screen
      • How to set up the web proxy?
      • What's the difference between different video encoding formats? How to use QSV encoding?
      • Why models with smaller sizes in the distance not shown when previewing or exporting?
      • How to turn on the Action Tips panel?
      • How to view and change the default shortcuts?
      • How to change the default language?
    • Widget
      • How to use the D5 SR Image Rendering (beta) Widget ?
      • How to use the Section Tools Widget?
      • How to use Advanced Camera Tool (beta) Widget?
      • Hot to use Frame Rate Widget?
      • How to use Advanced Image Rendering Widget?
      • How to use Advanced Video Rendering Widget?
      • How to use VR (beta) Widget?
      • How to use Stage Light Widget?
      • How to use Projector Widget?
      • How to use Color Grading Widget?
      • How to use Merge Project beta Widget？
    • Hardware
      • How to check memory usage, graphics memory usage, and graphics card driver version?
      • Does the CPU have a big impact on D5?
      • What is the hardware test tool (Benchmark)?
      • What is Hardware testing?
      • How to use Support Tool?
      • System Requirements for D5 Render
      • What do the parameters in the Statistics represent?
      • Why is D5 not working properly when remote?
      • Why need to wait a long time to open a D5 scene?
      • How to choose the right computer power for Graphic Cards?
      • What graphic cards does D5 support? And what's the difference?
      • How to view and upgrade graphics card driver?
      • How to view and optimize memory usage?
      • How to view and optimize graphics card usage?
      • How to Use the 3Dconnexion® SpaceMouse in D5 Render?
    • Download & Installation
    • Common Pop-Up Windows
      • Why prompts "Insufficient permissions. Please retry the operation with administrator permissions''?
      • Why prompt 'The program cannot be launched because of DLL errors...' or 'Program Startup Failed'?
      • Why prompt 'Lights cannot exceed 4096'?
      • Why prompt 'The number of caustic lights cannot exceed 64'?
      • Why prompt 'The material of model cannot be reused'?
      • Why prompt 'The number of devices exceeds the login limit'?
      • Why prompt 'Self-illumination in the scene has reached its limit'?
      • Why prompt 'The number of Vegetation in the scene has reached its limit'?
      • When first run D5, why prompt 'Cannot continue executing code because Qt5Core.dll was not found.'
      • How to do when a low TDR is detected?
      • Why prompt 'The application could not start normally (0xc000007b)'?
      • Why prompt 'DX12 is not supported on your system. '?
      • Why prompt 'Save Failed' when saving a file?
    • Model
      • Import
      • Edit
      • Action
    • Animation Path
      • Draw Path
      • Character Path
      • Vehicle Path
    • Vegetation Tool
      • Brush and Scatter
      • Eraser and Clean
      • Vegetation Path
  • 💸D5 Account & Purchase
    • How to get technical support?
    • Education Version FAQs
    • How to get an invoice?
    • How to register and login D5 account?
  • 🧩Instruction for D5 for Teams
    • Product Instructions for D5 for Teams
    • How to create and manage Team accounts
      • Apply for and set up a Teams account
      • Invite Team Members
      • Manage Team Members
      • Edit Account Attributes
      • Edit Team Information
      • Customize Invoice Field
      • Team Brand Watermarks
      • Team Group Management
    • How to deploy team library and manage team assets
      • Team Library Deployment
      • Cloud Asset Management
      • How to set up Windows shared drive?
      • How to create a NAS shared folder?
    • How to use D5 Studio?
      • What is D5 Studio？
      • How to open D5 Studio
      • What's in D5 Studio
      • Share Presets with Team
      • D5 Curated - Community Assets
    • How to use Multi-editing?
      • Preparation
      • Convert projects to Worksets
      • Edit and Manage Worksets
      • Layer visible to this workset only
      • Convert a multi-editor workset to a normal project
      • Abnormal work status
    • How to use comments
      • How to add comments
      • How to add comments to a project that is currently in use?
    • How to create virtual tours
      • How to use the Virtual Tour feature
      • How to use the D5 Showreel platform?
    • Data analysis
      • How to use Team data analysis?
    • Application Integration
      • D5 Account Supports Integrated Dropbox Account
      • Onedrive Integration
      • Sharepoint Integration
  • 🗝️Account
    • Download and Installation
    • Registration and Login
    • Version Comparison
  • 🧩Learn More
    • Shortcuts
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  1. User Guide
  2. Hardware

How to use Support Tool?

Key words: Hardware | Support Tool

PreviousWhat is Hardware testing?NextSystem Requirements for D5 Render

Last updated 5 months ago

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D5 Support Tool, which can check the network conditions, hardware, software conflicts, and also collect logs and make it easier for troubleshooting.

Ways to Enter D5 Support Tool

  1. Click the “version” in the login interface then click “Collect Log Files”.

  1. Click “Help” in the menu bar, then “System info” and “Collect Log Files”.

  1. Open the D5 file path, Double click the “Support Tool”.

After entering D5 Support Tool, “Check All and Zip At Once”, then send the exported log file (which is called zziplog in D5 folder）to D5 Support team.

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Support Tool
Support Tool
Support Tool
Support Tool
zziplog