Enscape is crashing all the time. The problem started crashing while loading at 5%, then other errors appeared, such an error 2349 or sorry we found an error, report it. Even the feedback bottom is not working. I’ve tried uninstalling and reinstalling several times and it doesn’t help. I have also sent a report to support, but I have not received a response.
Please, I need this fixed as soon as possible. I 've been in this situation for over a week. My license has been new since February 2024, and I am very disappointed! It’s very frustrating to waste so much time on software that does not work.
You likely have seen our response already which we’ve shared via the report you submitted, but just to make sure I’ll copy it here as well:
So in case the above doesn’t do the trick, please also share the “DXDiag” .txt file with my colleague accordingly via e-mail, simply by attaching the file with your next reply. This way we can further troubleshoot the exact cause behind this behavior.
Thank you very much in advance for your cooperation here.
Thank you for reaching out to our support team as well. What you detail is currently a known issue I’m afraid as further written out here in my prior post from today. Feel free to kindly try the provided workaround within it, otherwise we can also only ask for a bit more patience in this regard until this has been resolved very soon with a future update.
Thank you for the quick response here. What I can add is that we’ve also escalated this further internally after we had to reach out to Trimble as well given that this seems to mainly occur due to a problem on their behalf. It’s of course not about “who gets the blame”, but I can tell that this has high priority and is something that should be fixed very soon.
I’ll definitely let you know once more after that fix has released and ping you here again in this Forum. Perhaps in the meantime you can still refer to the provided workaround.
I don’t understand the workaround you mention. Do you mean insert copy’s of the lights from another model?..
Also another issue has just come up;
When I render a still image the Enscape screen turns ‘black’. I need to turn it off and restart it. The image is made and is in the usual folder but the Enscape screen goes ‘black’
Not happy about all of this, very frustrating…projects are backing up here now due to this…
While we’re working on this the provided workaround would:
“Please only place lights in nested groups or components and not directly in the Sketchup view port. If the light object is placed inside an existing object, it is more likely to avoid conflicts.”
I am aware that this is not ideal of course but just so you know.
Also, as the second issue you detailed will occur for other reasons please make sure to submit a report to our support team (as detailed here) and we can identify the cause behind this right away. This might likely be an issue occurring due to something simple as outdated graphics card drivers for example, but we’ll know more after checking out your report.
Feel free to also let me know once submitted, and thank you once more in advance.
In the meantime while we check out your report please feel free to also update your graphics card drivers as the ones currently installed are still from 2021 (2021-10-13), while the most recent came out this year (2024-4-16). You can acquire the latest available from NVIDIA’s homepage directly here: https://www.nvidia.com/Download/index.aspx
Please kindly refer to your system administrator or similar in case you require any permission to install these. Should that not do the trick regarding the black screen feel free to let me know right away.
Pardon me if my prior reply didn’t make it clear, but if anything the driver update was mainly to resolve the black screen issue you’ve detailed previously, this will not resolve the ongoing behavior when it comes to placing lights directly. For that, the workaround still applies (“Place lights only in nested groups or components and not directly in the Sketchup view port. If the light object is placed inside an existing object, it is more likely to avoid conflicts.”).
Of course we’re on to resolve this as quickly as we can so that no workarounds will be necessary anymore in the near future.
This will only require a few clicks to send in. In the submission form please mention your issue of the “black-screen” Enscape live viewport while taking a rendering. You can also just directly copy what you’ve shared here already.
Feel free to let me know once you’ve done so, and once more thank you for your cooperation so far.
