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Lumerical Solutions provides free expert technical support to customers and trial users. If you have any questions, we encourage you to contact us at support@lumerical.com.
To help us answer your questions as quickly as possible, please ensure that you provide all relevant information. For example, the message:
I can't install FDTD Solutions on my computer! Please help.
does not provide enough information to solve the problem. The support team will be forced to request more information, delaying the final solution. A much better support request would look like:
I can't install the trial version of FDTD Solutions 6.0.4 x64 on my Vista x64 SP2 computer. I've unzipped the installation package and run the FDTD_Solutions_installer.exe program as described in the installation manual. The installer starts to run, but fails at about 90% complete. The installer then rolls back the installation. I've attached a screenshot of the error message.
The additional information (especially the screenshot of the error message) might be enough for the support team to understand the problem and provide a solution immediately.
The following sections provide a list of information commonly required to resolve support cases. Please have a look at the list to ensure that you have provided all relevant information. There are two major classes of support questions:
Licensing, installation, cluster setup, etc
Simulation setup and results
Licensing, installation, cluster setup, etc
Always helpful
Name
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Note
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Operating system
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Name, version, x32 or x64 bit, service pack
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Lumerical product version
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Name, version, x32 or x64 bit
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Exact error message
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Screenshots are very helpful
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Instructions to reproduce problem
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Please provide detailed instructions to reproduce problem
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Simulation log files
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The simulation log file will have the same name as your simulation file, but with ".log" or "_p0.log" appended to the filename.
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Other information for Windows
Name
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Note
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Does the light in the end of the USB hardware key turn on?
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If the UBS key drivers are correctly installed, a small red LED in the back of the USB key should turn on.
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Try running the installer in debug mode
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For instructions to run the installer in debug mode, see this link: Run installer in debug mode.
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Do you have any other programs that use USB security keys?
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It's possible that other keys will conflict with Lumerial's USB key
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Other information for parallel simulations (single workstations and clusters)
Name
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Note
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Describe the workstation or cluster
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OS name, version, x32 or x64, interconnects
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Is MPI already installed on the cluster or will you use the version of MPI provided by Lumerical?
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Did you run the FDTD-config-par.sh setup script (linux)?
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Where do the lu-mpirun and FDTD-par symbolic links point (linux)?
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Use ls -l to check where these links point
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Parallel options and shell/batch files to start simulation.
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Send a screenshot of the Parallel options menu and one of your shell/batch files used to start the simulation.
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Does the cluster use a job scheduler? Do you have an example submission script?
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Simulation setup and results
Always helpful
Name
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Note
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Clear description of the problem
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Lumerical product version
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Name, version, x32 or x64 bit
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Simulation files
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Please send your simulation files .fsp, .lms and script files .lsf.
Also, please describe how to run the simulation (eg: Run the simulation, then run the analysis script.)
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Expected results
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If possible, please send the paper or data that you are trying to reproduce.
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Simulation log files
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The simulation log file will have the same name as your simulation file, but with ".log" or "_p0.log" appended to the filename.
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