If you have certain Intel HD graphics, and have upgraded your PC to Windows 10, your graphics card will not be fully supported by Intel. If you have this issue, you will be unable to log in. You will get the following error dialog box:

Firestorm is unable to run because your video card drivers did not install properly or are out of date, or are for unsupported hardware.  Please make sure you have the latest video card drivers, and even if you do have the latest, try reinstalling them.  If you continue to receive this message, contact the Second Life Support Portal

This is not a function of the viewer, but instead is a function of the drivers provided by Intel for your computer. However, we have developed a workaround that should help most users with this issue continue to have the ability to use the Firestorm viewer.

Note: This fix is only available for 32-bit versions of Firestorm. Even if you have a 64-bit version of Windows 10, and usually use the 64-bit version of Firestorm, you will still need to use the 32-bit viewer for 5.0.11, 5.0.7, and 5.0.1, as we do not have a fix that will work with the 64-bit version.
Important: Do NOT run in Compatibility mode.
Uninstall any 64bit versions of Firestorm.
Download and uninstall a 32bit version of Firestom; you will be replacing one file, not the entire install. Downloads
  1. Verify that your graphics card is one of the affected versions. You can find a table of affected versions here: Graphics Drivers Supported Operating Systems, but most frequently we have seen Intel HD 2000 and Intel HD 3000. You should be able to verify your graphics in the system info of your computer.
  2. Below, select the zip file that is correct for your download, either the 32-bit Havok version or the 32-bit OpenSim version, and download it to your computer. You will need to unzip the file and save it on your computer in a location you will remember.
  3. On your computer, open File Explorer. (If it isn't on your taskbar you may need to use the search to find it.) When you open it, select the View tab at the top of the page and check the box on the right hand side that says File Name Extensions.
  4. In File Explorer, navigate to This PC then Local Disk (C:) (or the location you normally download Firestorm, if it differs) and then navigate to Program Files (x86). Open Program Files (x86), locate the Firestorm folder, and open it. In the Firestorm folder, locate the Firestorm-Release.exe file and delete it.
  5. Replace it with the Firestorm.exe file that was in the zipped folder you downloaded from the web site.

You should now be able to run Firestorm on your PC.

Downloads - Firestorm 5.1.7

Downloads - Firestorm 5.0.11

Downloads - Firestorm 5.0.7

Downloads - Firestorm 5.0.1

Other Information

Click here to update your graphic drivers: Intel Downloads

Click here to contact Intel Support: Intel Support

Note: When using this workaround your Help–> About Firestorm panel will show your OS as Windows 8 rather than Windows 10.
  • fs_intel_fix_32bit.txt
  • Last modified: 2018/07/30 13:00
  • by willow_wilder