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| Energy Spectrometer | How to get more help |
Table of Contents
Although we have made our best to ensure the stability and reliability of Virtual NanoLab, you may experience unexpected problems and errors when using the program, as with all computer software.
Before contacting QuantumWise support regarding your problem, please have a look below at some known issues which perhaps are related to your situation, and may be helpful to resolve it. Also, always make sure that you have a hardware configuration which fulfills the requirements as stated in the Installation Guide , and that you have properly installed the most up-to-date graphics drivers for your operating system.
When you contact the Help Desk about a problem with the software, in order for us to fix it in coming versions of Virtual NanoLab, please try to describe how to provoke the program to exhibit the error in the smallest number of steps from starting the program. It is also very important to quote the complete error message as displayed on screen when reporting errors, as well as all available input and output from the logs.
If a dialog box Internal error suddenly appears, there is some kind of internal problem in the program.
Figure 58: An internal error has occurred in the program! Make sure to include the error message, when reporting internal errors.
If you click on the OK button, a technical bug report will automatically be sent to QuantumWise (if an Internet connection can be established). Moreover, internal errors are almost always reproducible, i.e. they happen under certain well specified conditions, and it is of great interest for us to also receive a more detailed report about the problem (see the general guidelines for reporting errors above) via our Help Desk so that we can fix it in future versions.
If you encounter an internal error which is related to the NetCDF module, the reason is most likely that the calculation did not produce any output, i.e. the problem lies in the computational engine ATK rather than in Virtual NanoLab. Further information about the problem is then usually available in the output in the Log window, and is very useful for us to figure out what went wrong.
Furthermore, if the error is triggered during the DFT calculation, it is also very important to attach a copy of the NanoLanguage script that gave rise to the error
If the error only occurs with certain imported files, it is most likely an error in the file, not in the program. Please check the consistency of the file, if possible, before reporting the error. Also, see the section the section called “Known minor problems” for some typical errors that can give rise to internal errors, and which are not necessary to report.
If you are not satisfied with the quality of exported or printed images, e.g. they don't look like the original image but have weird blocks or similar distortion (see image below), you should try to make sure no other program has windows overlapping the Nanoscope window. Move or close other windows and make sure the entire Nanoscope window is visible. You may also try clicking on the title bar of the Nanoscope window or moving the window slightly immediately before pressing Ctrl-E (Export) or Ctrl-P (Print) to force a redraw of the plot window.
Figure 59: Sometimes exported or printed images come out corrupted, like this example shows. The distortion may look different in different situations, depending on e.g. which other application windows are shown in the background.
The source of the distortion is really the screen-graphics component of the operating system, and therefore updating your operating system and/or graphics driver might also help.
If you experience problems during print/exporting of high resolution images, e.g. full screen combined with a magnification factor larger than unity, you should make sure you have enough memory available on the computer. A full screen image with e.g. 8x magnification can easily require 1 GB of memory and take several minutes on a 1 GHz machine. Have patience when dealing with magnification factors larger than one.
For drafts the magnification factor for printing can be set to 1 in the Camera settings, and for exporting the corresponding factor is set in the export dialog itself.
If you are experiencing random crashes having one or more of the following characteristics:
the program terminates unexpectedly
the computer or program freezes
other applications running on the computer are affected
it is most likely either an out-of-memory problem, and you should consider running the program on a machine with more memory, or it is a problem with the screen-graphics component of the operating system. Try updating your operating system and/or graphics driver and in particular make sure OpenGL is correctly set up.
For installation and license problems, please refer to the Installation Guide, available from the QuantumWise web site.
The Greek letter Gamma (Γ) is sometimes displayed incorrectly in band-structure plots. This is a font issue under certain window managers; the proper letter is in fact displayed, as can be verified by enlarging/maximizing the tool window, but it is incorrectly scaled horizontally sometimes.
Sometimes when a configuration is dropped on a Nanoscope tool, only the
background can be seen, and no atoms. This usually occurs when the camera was
originally positioned somewhere far away, and is easily resolved by pressing
Ctrl-R (or choosing
Camera → reset
from the context menu) to reset the zoom level and camera position.
Some window managers under Linux/Unix do not support the full screen option. If you have any problems with this option change your window manager and/or update your X.
When dropping a two-probe configuration on an Atomic Manipulator that already contains a two-probe system, the system is replaced by the dropped configuration, instead of being ignored.
When exporting images and files, no check is performed if the file already exists. If it does, it will be overwritten without warning.
When cleaving some crystals in the Atomic Manipulator a mismatch between the number of selected surface layers in the user interface and what is shown in the preview may occur. An example of this is shown in the following two figures.
Figure 60: A two-probe where only the two surfaces are shown, in the surface on the left only one layer is shown whereas on the right two layers are shown even though the layers is set to 2 for both surfaces.
Figure 61: A two-probe where only the two surfaces are shown, in the surface on the left one layer with one atom missing is shown whereas on the right one layer is shown even though the layers is set to 1 for both surfaces.
It is important to realize that the displayed geometric setup is also what is
saved in the configuration, the number of surface layers that can be chosen from
the user interface is not saved in the configuration. The problem occurs because
of numerical errors introduced when determining what layer the individual atoms
belong to.
Memory consumption. If there is a large number of samples on the Result Browser, or rather if several samples are used actively, the memory footprint of the program can become very large. This, in turn, can cause the program to crash, and data to be lost. To avoid this, try to work with a small number of samples on the Result Browser. It is also good practice to regularly export samples that contain results of time-consuming calculation.
If you drop a molecule on the central region of two-probes with zero surface layers, the alignment of the central region must be performed manually. Since a manual alignment process can be relatively complicated, we cannot recommend this approach.
![[Note]](images/icons/note.png){kind=icon}
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| Energy Spectrometer |
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How to get more help |