I am helping a user troubleshoot an issue they are having with two particular SketchUp models in Enscape. When trying to open either model, Enscape will crash at either the ‘export geometry’ or ‘export materials’ part of the process. I asked the user to submit an official error report on my behalf to Enscape with the log files in hopes they can spot what is causing the issue.
The files open without issue on my computer and my test computer. In all instances, we used Sketchup 2023, and Enscape 4.0.2. My colleague has updated video card drivers and his computer has the latest updates from Microsoft. His computer is from 2023 and more than meets Escape’s requirements, so that should not be the issue. As I said earlier, I successfully opened the file on my testing computer, which has hardware from 2017, so I really don’t think it is a hardware issue.
In an effort to cover our bases, I even followed the procedures below, TWICE. with no change in behavior.
I am stumped. Has anyone else had a similar issue, and has anyone found the appropriate solution?
Something I would be curious to know, are you able to use the Nvidia Ray Traying or hardware acceleration options on both computers. You mentioned the test one is much older, therefore it may be set to default not using the hardware.
Sometimes, a custom material I’ve made causes a loading issue.
Right away, forwarding a dedicated error report was exactly the right thing to do here as this transfers all of the users machine information, driver dates, log files and crash dumps which will allow our support team to get behind this problem as quickly as possible. Given the variables at play, the crash could occur due to a multitude of reasons, hence why submitting a report is again ideal, in the future too if this or another technical problem should come up again.
Feel free to also share the (user) e-mail with me (via a direct message) used to submit said report and I can also have a look right away to see if the cause might be “obvious”. Otherwise you can simply wait for a reply which you should receive very soon if you haven’t already.
Once more thank you in advance for a bit more patience or any further response.
on my test machine I am not able to enable those options since the hardware does not support it. On my personal machine I am able to launch the SketchUp model in Enscape with the options both enabled and disabled. I checked with my colleague, the one experiencing the issues, and he had all the ray-tracing settings disabled when trying to launch Enscape.
Do you have any process for determining which custom materials might be causing you issues?
Hi @elliott.klinger , just to make sure, as we’ve sent you a dedicated e-mail response to this last Thursday (via the created case), did updating the GPU drivers on that machine or a full clean re-install make any difference? Currently the graphics card drivers are from this January so thus also outdated and hence why updating them would be recommended.
Hereby it would be great if you could give these steps a try and if they make no difference what so ever kindly submit another set of fresh log files by simply submitting another support report again. All of this is furthermore detailed in our e-mail reply as well with more exact steps.
Thank you very much in advance once again. In case I am missing something here please let me know too!
Yes, we were just able to complete all the steps in the email. We updated the video card drivers, uninstalled per instructions and tried to open the file again, with no luck. We just submitted a new log report using an empty project file as requested by the support email.
