This problem is one we have seen in almost everyone using a laptop with an Nvidia card in it. Upon launching the game, no profile has been set by the graphics drivers for TUG, so it defaults to the integrated graphics card instead of the dedicated graphics card. The following link will show a page with instructions on how to make sure TUG is launched using the appropriate graphics card:

If you do not have a laptop and you are absolutely sure that your graphics care is DirectX11 capable (note that having the DirectX 11 software installed does not necessarily mean your hardware supports it), please send us an e-mail at