keeps on crashing

Enscape Issues
1

Hi,

Im working on a render file. but for some reason it keeps on crashing when I load enscape entire sketchup shuts down and reports a bugsplat.

I have cleaned the model and purged all unused ect ect. but at this point i’m not really sure what I need to do.

Im working on a really good computer so that should not be the problem..

kind regards

2

@mmeta1987 , thanks for the report - In such a case when it comes to crashes generally, please send us a dedicated Feedback Report with your log files as detailed here. This way our support team can check out said log files and machine information to identify the cause behind this problem.

Thank you again in advance!

3

Hi.

Im sorry but I have no idea how to get the log.

Here is the file I was working with https://we.tl/t-Hdq2g4MWoi

Im on a very expensive render computer and now already spend 3 hours trouble shooting… :frowning:

Ive glued the entire model in a new file.. but still crashing…. Please help

4

im logged out of the render computer now since it costs me money per minute.. but I’m sure its not the computer, but its something in the file. I have rendered extremely big files with this computer and never had a problem like this occur.

It loads enscape and immediatly crashes sketchup… and normally if its the graphic card u’d get another notification. So my thoughts are its something with the model compatibility with enscape

5

How to send in a Feedback report with your logs is detailed here as per my last reply:

https://enscape3d.com/community/blog/knowledgebase/using-the-feedback-button/

It’s as simple as keeping the “Include logfiles” checkbox marked when submitting said report.

Let me know once you’ve done so and I’ll have a look myself at the report.

6

Hi.

So I do have to log in back to the reender computer.

And now I am back at the render computer and again my lisence is saying there is another seat…

.( I log in and out everytime since i have to do the same for sketchup, I think there is a bug there..)

please clear my seats again. This really needs to be fixed its starting to be really upsetting.

i spend so much money with trying to make enscape run today its insane. I can only get the log when i log in in to the render computer and every minute costs me money

Can u delete all my seats again so i can log in and hopefully send the log. But do I need to run enscape first and then send the log or can i send the log immediatly? Cause enscape crashes within one second. and when it crashes whole sketchup shuts down… please answer me asap.. im now in the render computer losing money

7

I am so sorry you are put into this stressful situation - I can immediately reset your license if you can just send me your e-mail tied to the license or the key itself through a direct message.

Afterward, you do not have to start Enscape. It’s enough to just press the Feedback Button and submit the report. In the future generally, that is the main recommended and quickest procedure to help us resolve any form of crashing.

Thank you in advance for your cooperation in this.

8

I have logged 2 times.

after 1st i received an email I needed to update my drivers. So i did.

Still crashed → send log now.

Please dont forget to clear my seats so I can use enscape…

9

Thanks a lot - Your license has already been reset.

10

@mmeta1987 , I’ve had a look at your report - Unfortunately it seems at this point that we will have to let our developers look into the attached Crashdumps alongside the log files, which do not tell us much yet.

Just a few further questions which could help speed up the process of resolving this:

  • Does this only occur with the project you’ve attached? If so, does removing parts of it, like the lights or such make a difference in you being able to open Enscape? Perhaps you can copy-paste the project or the majority of it into a new scene to see if that works?

  • Is there any system administrator available to you who could look into the machine at least to ensure everything should be working on that side accordingly?

  • How do you connect to the machine, is it remotely, or are you able to access it directly, sitting in front of the machine?

Thanks again in advance.

11

Hi

Ive rendered saturday a virtual reality scene and it worked perfectly fine.

  • Does this only occur with the project you’ve attached? If so, does removing parts of it, like the lights or such make a difference in you being able to open Enscape? Perhaps you can copy-paste the project or the majority of it into a new scene to see if that works?

Did that. Still doesnt work. I created a whole new file and clued it in.

  • Is there any system administrator available to you who could look into the machine at least to ensure everything should be working on that side accordingly?

Yes they told me its not the machine. Ita the programs.

  • How do you connect to the machine, is it remotely, or are you able to access it directly, sitting in front of the machine?

It is remotely. But I never experienced this and have been working with the machine for a long time and never had this issue.

The attached wetransfer link is the file

12

Thanks a lot for the reply @mmeta1987 , I am afraid, in this case, our developers themselves will indeed have to look into this further - What you can still try in the meantime is also installing our latest preview. It may not help, and in that case, it may perhaps even be worth it to try a previous release entirely. Just until we have figured out what the cause behind this issue is of course.

Furthermore, can you maybe let me know a bit more about how you are connecting to the machine remotely, as in, what particular tool/software are you using? Perhaps it is Windows RDP?

Finally, there is probably nothing you can think of but, is there any specific event or any other element which occurred/changed before Enscape stopped working?