Ansys Troubleshooting Guide
Authored by Caleb Scharf September 16th, 2021 580 views 1 likes 965031
Table of ContentsStep #1 - Search Your Exact Error Message in our Knowledge BaseStep #2 - Common Issues/Questions with Newly Released VersionsStep #3 - Resolve Common New Installation MistakesStep #4 - Quickly fix common Ansys issues (9 min)Step #5 - Problems checking out a license?Step #6 - Are you running over remote desktop software? Step #7 - Disable antivirus softwareStep #8 - Uninstall & Reinstall SoftwareStep #9 - Update Graphics, Bios and Chipset DriversStep #10 - Is there an issue with the Model?Step #11 - Other Solutions & ConsiderationsStep #12 - Contact SimuTech Support
Our comprehensive troubleshooting guide will help you resolve Ansys installation, licensing and connectivity issues. If you're an active SimuTech customer and need assistance with any of these steps, or simply prefer to receive help from one of our engineers, please feel free to contact us!
- Steps are prioritized based on most common solution / fastest resolution time
- Steps designed to be followed sequentially for best results
- After you make a change try to reproduce the problem at hand. Continue until successful.
Guide not directly applicable to these products at this time:
- Ansys Cloud, Remote Solver Manager (RSM), Granta, SCADE, Minerva, Twin Builder
Step #1 - Search Your Exact Error Message in our Knowledge BaseOur knowledge base contains a growing repository of errors that our 50+ engineers and customers alike have experienced while using Ansys software.
If you do not receive a specific error message, search for applicable keywords. For example:
- If the software exits upon launching, search for terms like "closes" or "doesn't start" or "exists after loading screen"
- If the software hangs on a black screen, search for terms like "black screen"
Step #2 - Common Issues/Questions with Newly Released Versions
These are common problems or questions we're seeing our engineers and customers run into with the latest several releases of Ansys software.
Step #3 - Resolve Common New Installation Mistakes
Skip this step if your not dealing with a new/upgraded installation. These questions apply to both client and license server software.
- Verify you specified the correct License Server
- Did you right click the setup file and select "Run As Administrator"?
- If you downloaded the software as a zip file - did you extract the files before installing?
Step #4 - Quickly fix common Ansys issues (9 min)Try the following quick solutions that reset basic Ansys settings back to default and resolve many common issues:
Step #5 - Problems checking out a license?
Step #6 - Are you running over remote desktop software?Are you running the software over Windows Remote Desktop, TeamViewer, GoToMyPC, etc.?
- Can you repeat the problem when working from the computer locally?
- If not, please contact SimuTech Support
- If so, please continue to the next step.
Step #7 - Disable antivirus software
We have not seen Windows Defender cause any issues with Ansys software, however, we have seen issues with other 3rd party AV products that corrupts the Ansys installation during the install process and or prevents Ansys from launching. McAfee, Norton, SentinalOne and Cylance are some examples of products we have seen cause problems in the past.
- Identify what AV your computer is running.
- If your computer is managed by your IT Department it's very common that, in addition to Window Defender, for additional 3rd party AV to be silently installed and is running in the background without appearing in the system tray or start menu. In this case, please contact your IT Department for assistance is both identifying and disabling the AV on your computer.
- Option for Power Users - open Task manager and review the process list to see if you can identify what AV product is running in the background.
- If possible, review your AV software logs to see if it has blocked anything. Again, your IT Department may need to be involved
- It's common for managed computers to have AV software block but not alert the user to any errors, so disabling your AV and attempting to reproduce the problem is recommended.
- Temporarily uninstall or disable your AV software and attempt to repeat the problem.
- The disable function in some AV products does not actually disable all features so we recommend uninstalling the software temporarily so you can be 100% confident when ruling out AV as the problem.
- Also note, attempting to disable the software by killing the process in task manager often does not work as AV products often restart themselves to prevent malicious threats from shutting down the process.
- Even if the problem repeats itself after your AV is uninstalled, the problem could have been caused during the installing and you must continue to the next step before ruling out AV as the cause.
- With your AV still uninstalled/disabled, perform a thorough uninstall and thorough reinstall of the software.
- Attempt to reproduce the problem.
- If the problem does not occur, you can be confident that the AV was the cause.
- If the problem still occurs, we recommend continuing to troubleshoot the problem to resolution with AV disabled/uninstalled to insure it isn't one of several problems causing the issue.
- Reinstall or re-enable your AV software and work with your IT Department to allow Ansys applications to run.
- Attempt to reproduce the problem again after your AV software is reinstalled.
Step #8 - Update Graphics, Bios and Chipset Drivers
Updating your bios firmware, chipset drivers and specifically the graphics/GPU drivers, have been known to solve both graphical and non-graphical problems with Ansys. These steps are generally considered beneficial even if they don't resolve the issue at hand as these updates insure optimal system performance, security and reliability.
- Dell System Owners - We recommend using Dell Command Update which will automatically check for and update all bios, chipset and system drivers for you, without having to download individual files.
Step #9 - Uninstall & Reinstall Software
Uninstalling and reinstalling the software can often resolve odd or persistent issues with the software.
Step #10 - Is there an issue with the Model?
Is the issue isolated to a single model, software version, or computer? Please follow these steps sequentially.
- Can you repeat the problem using a different model on the same computer with the same software version?
- NO - this often indicates a problem with the model. Please continue with the next step if possible.
- YES - this often indicates a problem with the software installation (or possibly, but less likely a bug in the software). Please continue with the next step if possible.
- Can you repeat the problem with the same model on a different computer, running the same version?
- NO - this often indicates a problematic Ansys install or settings on the original computer. Please uninstall and then reinstall the software
- YES - this often indicates a problem with the model or possibly, but less likely, a bug in the software. Please contact SimuTech Support for further help from an engineer.
- Can you repeat the problem with the same model using a newer version of Ansys on the same computer?**
- NO - this often indicates a problematic Ansys install or a bug in the software. If using the newer version is not a permanent solution and you have already uninstalled and then reinstalled the problematic version of the software, please contact SimuTech Support for further assistance.
- YES - This often indicates a problem with the model. Please contact SimuTech Support for further assistance from an engineer.
Step #11 - Other Solutions & Considerations
Here are several other items that to verify and consider:
- Check if Ansys client software is being blocked by the Windows Firewall
- Verify your Windows Installation isn't corrupted - HOW TO - Check & Repair Windows Installation
- Verify Ansys prerequisite Microsoft software isn't corrupted - HOW TO - Manually Reinstall Prerequisite Microsoft Software
- Were any Windows or security updates recently installed the may be causing the issue?
Uncommon but possible things to consider:
- Does your IT Department have any security or group policies that may be causing the issue?
- Does your IT Department having roaming profiles configured that may interfere with default installation locations? Contact SimuTech Support.
- Is there any windows file permission issues or warnings that indicate certain folders that Ansys installs to writes to may be restricted?
Step #12 - Contact SimuTech Support
If you've made it this far and are still experiencing issues, or simply need help in the middle of this process, we want to help you resolve the issue!
- Gather Ansys Diagnostic Logs
- Contact and send the Diagnostic Logs to SimuTech Support.