Can't "enter with your skylum account"

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    Helena Carter

    Hi Sonya,

    Do you by any chance have Iris Xe Graphics card? If so, it seems that what you're facing is a known global issue described here: https://www.intel.com/content/www/us/en/support/articles/000058136/graphics/graphics-for-11th-generation-intel-processors.html

    Intel has released a driver for the Iris XE graphics card integrated into your processor that should fix it. 

    Therefore, please update your Intel GPU drivers (click this text to open the link)

    If the issue persists, could you please disable hardware acceleration following the steps below? 

    1. Type CMD in the search field on your Taskbar, right-click on the Command Prompt line and choose Run as administrator. See the screenshot: http://prntscr.com/xcv2l1 
    2. In the Window that opens, copy and paste the line below:
    reg add HKCU\SOFTWARE\Microsoft\Avalon.Graphics /v DisableHWAcceleration /t REG_DWORD /d 1
    3. Press Enter on your keyboard.
    See the screenshot: http://prntscr.com/xcv0tb 
     
    Launch Luminar and check how it works for you. 
     
    You'll be able to reactivate hardware acceleration anytime in the following way: 
    1. Type CMD in the search field on your Taskbar, right-click on the Command Prompt line and choose Run as administrator
    2. In the Window that opens, copy and paste the line below:
    reg delete HKCU\SOFTWARE\Microsoft\Avalon.Graphics /v DisableHWAcceleration
    3. Press Enter on your keyboard.
    4. The command prompt will ask you to confirm whether you'd like to delete the registry value by typing Yes or No. 
    Type Yes and press Enter on your keyboard.
    See the screenshot: http://prntscr.com/xcv4wd 
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  • Avatar
    Sonya Reid

    Hi Helena

    Thank you for your response. I have just followed the links and updated as per your recommendation and can now sign in to Luminar when I open the programme so I am through that hurdle. Now I need to learn what to do next but at least there isn't an IT block holding me back.

    Thanks again and keep well.

    Sonya

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