Support and feedback

[UL_James]

If you want to share any comments or feedback about 3DMark with us, or you need technical support, please visit https://benchmarks.ul.com/support (You are welcome to post here as well, but you will get a faster response from our official support site.)

You can also find useful information in our 3DMark user guide[support.benchmarks.ul.com] and our Steam FAQ[support.benchmarks.ul.com].

[DrUnK]

Having weird issues running Fire Strike. Getting grafical bugs, they don't look like typical artifacts.. These are like black long cones and triangles that flicker while running the graphics benchmark and the combined tests.. It doesn't happen on the phys tests... I have reformatted and installed Win 10 + latest Nvidia drivers. 780ti is my card... Even with the graphical issues I still get a good score. Not sure if I should be worried.. I feel like its a dx12 issue because I wasnt having any issue prior to win 10.

Any help would be greatly appreciated.

[UL_Jarnis]

Originally posted by DrUnK:

Having weird issues running Fire Strike. Getting grafical bugs, they don't look like typical artifacts.. These are like black long cones and triangles that flicker while running the graphics benchmark and the combined tests.. It doesn't happen on the phys tests... I have reformatted and installed Win 10 + latest Nvidia drivers. 780ti is my card... Even with the graphical issues I still get a good score. Not sure if I should be worried.. I feel like its a dx12 issue because I wasnt having any issue prior to win 10.

Any help would be greatly appreciated.

Sound very much like a graphics card about to fail (or a graphics card that is overclocked too high)

[Air]

Is there an option where 3D Mark will not share any information with your servers and I benchmark without futuremark servers being contacted (I have no need to be logged in to see my information online) ?

When I ask for a refund because 3D Mark does not have the option of deleting the already collected information linked to my Steam profile, will asking Steam Support for a refund be a guarantee that any collected information on the futuremark website will be deleted from the Futuremark.com registration system ?

[UL_Jarnis]

Originally posted by Air:

Is there an option where 3D Mark will not share any information with your servers and I benchmark without futuremark servers being contacted (I have no need to be logged in to see my information online) ?

This option is available in Advanced Edition and Professional Edition - just untick the option to view result online automatically in the Help tab (this is off by default in the Professional Edition) and refrain from clicking "view result online".

Free Basic Edition does not have this option.

Beyond this, every time you activate 3DMark (insert a product key to unlock Advanced or Pro), the key is validated on 3DMark.com servers. This is not tied to any personally identifiable information or hardware information and is done only once per installation.

Also Standalone version of 3DMark checks if new updates are available at every startup. This query is not stored and contains nothing identifiable - it simply asks for version numbers and links for an update from our server and allows the UI to display a prompt about an update if needed. There is no way to disable this check in the Standalone version. Steam version does not do this check since it updates from Steam.

When I ask for a refund because 3D Mark does not have the option of deleting the already collected information linked to my Steam profile, will asking Steam Support for a refund be a guarantee that any collected information on the futuremark website will be deleted from the Futuremark.com registration system ?

You can delete any results you have uploaded to your account. Just log in to your 3DMark.com account and delete the results, then delete the account. All information will be deleted this way, however do note that if you have linked any product keys to your account and you delete it, those product keys are forever "used" and cannot be associated with another 3DMark.com account. If you have multiple accounts, the proper way to handle that would be to merge the accounts (option is under Settings) - this preserves any keys.

Asking for any refunds has no link to any of this - Steam cannot delete any information from Futuremark servers. If you do not delete the results you have uploaded, they will stay online. If you have problems deleting a specific result for whatever reason, please email to [e-mail] and include a link to the result and your product key. Basic Edition results cannot be deleted in this way.

Let me know if you have further questions (or post to http://www.futuremark.com/support/ or email to [e-mail] for faster responses in queries like this - Steam forums is not a primary support method so responses here may take longer)

[Air]

Originally posted by FM_Jarnis:

Originally posted by Air:

Is there an option where 3D Mark will not share any information with your servers and I benchmark without futuremark servers being contacted (I have no need to be logged in to see my information online) ?

This option is available in Advanced Edition and Professional Edition - just untick the option to view result online automatically in the Help tab (this is off by default in the Professional Edition) and refrain from clicking "view result online".

Free Basic Edition does not have this option.

Beyond this, every time you activate 3DMark (insert a product key to unlock Advanced or Pro), the key is validated on 3DMark.com servers. This is not tied to any personally identifiable information or hardware information and is done only once per installation.

Also Standalone version of 3DMark checks if new updates are available at every startup. This query is not stored and contains nothing identifiable - it simply asks for version numbers and links for an update from our server and allows the UI to display a prompt about an update if needed. There is no way to disable this check in the Standalone version. Steam version does not do this check since it updates from Steam.

When I ask for a refund because 3D Mark does not have the option of deleting the already collected information linked to my Steam profile, will asking Steam Support for a refund be a guarantee that any collected information on the futuremark website will be deleted from the Futuremark.com registration system ?

You can delete any results you have uploaded to your account. Just log in to your 3DMark.com account and delete the results, then delete the account. All information will be deleted this way, however do note that if you have linked any product keys to your account and you delete it, those product keys are forever "used" and cannot be associated with another 3DMark.com account. If you have multiple accounts, the proper way to handle that would be to merge the accounts (option is under Settings) - this preserves any keys.

Asking for any refunds has no link to any of this - Steam cannot delete any information from Futuremark servers. If you do not delete the results you have uploaded, they will stay online. If you have problems deleting a specific result for whatever reason, please email to [e-mail] and include a link to the result and your product key. Basic Edition results cannot be deleted in this way.

Let me know if you have further questions (or post to http://www.futuremark.com/support/ or email to [e-mail] for faster responses in queries like this - Steam forums is not a primary support method so responses here may take longer)

I was underway asking for a refund, now I hear my account will forever be linked to my Steam profile, without me wanting this to happen in the first place.

Well I am a very disappointed customer. I should have never bought this software.

I never wanted for you to create a '3D Mark' profile for me nor for my key to be shared with you (@ your website) in the first place. But the software took control over my PC and before I even knew a profile was created :(.

A proper warning would have been nice. Now what's left for me are a lot of hoops to jump through and still even after jumping all these hoops my key will remain 'used'.

Even VALVe will unbind a Steam key once as a customer guesture.

I guess the joke's on me now.

[UL_Jarnis]

Originally posted by Air:

Originally posted by FM_Jarnis:

This option is available in Advanced Edition and Professional Edition - just untick the option to view result online automatically in the Help tab (this is off by default in the Professional Edition) and refrain from clicking "view result online".

Free Basic Edition does not have this option.

Beyond this, every time you activate 3DMark (insert a product key to unlock Advanced or Pro), the key is validated on 3DMark.com servers. This is not tied to any personally identifiable information or hardware information and is done only once per installation.

Also Standalone version of 3DMark checks if new updates are available at every startup. This query is not stored and contains nothing identifiable - it simply asks for version numbers and links for an update from our server and allows the UI to display a prompt about an update if needed. There is no way to disable this check in the Standalone version. Steam version does not do this check since it updates from Steam.



You can delete any results you have uploaded to your account. Just log in to your 3DMark.com account and delete the results, then delete the account. All information will be deleted this way, however do note that if you have linked any product keys to your account and you delete it, those product keys are forever "used" and cannot be associated with another 3DMark.com account. If you have multiple accounts, the proper way to handle that would be to merge the accounts (option is under Settings) - this preserves any keys.

Asking for any refunds has no link to any of this - Steam cannot delete any information from Futuremark servers. If you do not delete the results you have uploaded, they will stay online. If you have problems deleting a specific result for whatever reason, please email to [e-mail] and include a link to the result and your product key. Basic Edition results cannot be deleted in this way.

Let me know if you have further questions (or post to http://www.futuremark.com/support/ or email to [e-mail] for faster responses in queries like this - Steam forums is not a primary support method so responses here may take longer)

I was underway asking for a refund, now I hear my account will forever be linked to my Steam profile, without me wanting this to happen in the first place.

Well I am a very disappointed customer. I should have never bought this software.

I never wanted for you to create a '3D Mark' profile for me nor for my key to be shared with you (@ your website) in the first place. But the software took control over my PC and before I even knew a profile was created :(.

A proper warning would have been nice. Now what's left for me are a lot of hoops to jump through and still even after jumping all these hoops my key will remain 'used'.

Even VALVe will unbind a Steam key once as a customer guesture.

I guess the joke's on me now.

Uh, first of all, your key is always in our server. It is generated by Futuremark before delivering to Steam for sale - 3DMark always uses "third party" key, rather than Steam-generated key. The fact that it is linked to a 3DMark.com account is the main way we prevent people from sharing their keys around - one key can only store to a single 3DMark.com account. If you insist, we can unbind the key from one 3DMark.com account so you can bind it to another account, but it still can only bind to one account. Also Steam version of 3DMark by default tries to submit the result to 3DMark.com using your steam sign-in credentials. You can disable this in the Help tab ("automatically upload results").

If you accidentally created an "extra" account with the steam credentials you can merge that account to another account (moving the key and any results along) from Settings tab under Account Merge.

The key is also permanently linked ot your Steam account in Steam when purchased. I do not know if Steam support can move licenses or "unbind" it in some special cases, but in general they do not do this.

I'm also very confused as to what the exact problem is that you are having - what you are intending to do exactly with the key.

I recommend contacting Futuremark support directly with your account and key details (do not post them here, obviously), preferably by email to [e-mail] if you still have an issue to solve.

[kseon12]

So, with new API dx12, and API test overhead, i have only one question. When graphic tests will be updated to run with dx12 ? Or you planing to release new tests ? If yes, then still when.

[UL_Jarnis]

There will be a new DX12 test - development has been underway already for quite a while. We have not yet announced a release date for it.

Existing tests will not be updated - it will be a completely new test.

[Fail_Quail]

I've a bit of a bug here. After installing a new motherboard to fix my old broken one, i'm finding 3Dmark to be entirely useless as it always forces the GPU into video acceleration clocks*

*current settings for the GPU:
3D mode - 840mhz GPU active, 450mhz idle
video acceleration - 725mhz to 500mhz
(stock 3D speeds - 800 - 450 mhz)

As 3dmark is forcing the GPU into the wrong power mode, it makes it a bit useless as it's always running with an underclock...

PC:
Windows 10 x64 (fresh install)
MSI gaming mobo (previously Asus crosshair IV)
FX 8120 @4.4ghz
16GB RAM
ATI 6950 2GB

Old pc where 3dmark worked fine was idenical bar the motherboard.

[UL_Jarnis]

Originally posted by Fail_Quail:

I've a bit of a bug here. After installing a new motherboard to fix my old broken one, i'm finding 3Dmark to be entirely useless as it always forces the GPU into video acceleration clocks*

*current settings for the GPU:
3D mode - 840mhz GPU active, 450mhz idle
video acceleration - 725mhz to 500mhz
(stock 3D speeds - 800 - 450 mhz)

As 3dmark is forcing the GPU into the wrong power mode, it makes it a bit useless as it's always running with an underclock...

PC:
Windows 10 x64 (fresh install)
MSI gaming mobo (previously Asus crosshair IV)
FX 8120 @4.4ghz
16GB RAM
ATI 6950 2GB

Old pc where 3dmark worked fine was idenical bar the motherboard.

Known issue with the current AMD drivers - they see the video playback bits in the UI and reduce clocks. Nothing we can do about it at the moment, video driver just acts silly.

We're working on a workaround that will hopefully be available with the major UI update to 3DMark in the next month or two.

[DEMONIAC*]

why does 3dmark not use my overclocks at all on my XFX R9 390's....everything else i use to bench with does so its not a amd driver issue ...and why havent the last bit of drivers from amd been aprroved in your system whats going on with this ....its been this way for some time now....
i am pretty upset about this program going all to hell on amd users ....i us it alot...i got over 56 hours benchtesting with this program....and some one has broke it.....

[UL_Jarnis]

Originally posted by DEMONIAC*:

why does 3dmark not use my overclocks at all on my XFX R9 390's....everything else i use to bench with does so its not a amd driver issue ...and why havent the last bit of drivers from amd been aprroved in your system whats going on with this ....its been this way for some time now....
i am pretty upset about this program going all to hell on amd users ....i us it alot...i got over 56 hours benchtesting with this program....and some one has broke it.....

It is a driver issue. AMD driver sees the video clips in the UI and thinks "oo, you are playing a video, let's save power and disable highest power setting".

We are working around the issue in the new UI for 3DMark that is coming soon-ish.

Beyond that, the new drivers arrived yesterday and they are in approval testing. Should be approved later today or tomorrow.

[UL_Jarnis]

...aand Radeon Software Crimson Edition drivers are now approved for 3DMark.

[DEMONIAC*]

Originally posted by FM_Jarnis:

...aand Radeon Software Crimson Edition drivers are now approved for 3DMark.

AAWWWEESSOOOMEEEE!

[HidaN]

Firestrike don't start
I updated my PC. Now i have Core i5-6600K, 8GB RAM, Powercolor 7870XT 2GB Win7 x64.AND now firestrike test dont start. Any other tests work good, but this cant even start. Have an error:
Unexpected error running tests.
Workload Single init returned error message: Initializing process failed.

Pls help.