Re: Rendering doesn’t start (new version of V-ray)
I need you guys need to understand… there are 3 developers, 1 support person. If you don’t hear back from us, it’s not because we’re sitting here having a fancy party… it’s because those 4 people are fixing your problems as quickly as they can.
I’m not saying that we don’t want to hear from you, and I’m not trying to make excuses… I just want to be clear why you’re not being responded to, aside form the fact that the forum is a place for users to help users, not for ASGvis to help users. I don’t think many people realize that. We try to answer some questions on here, but it’s primarily a place for users to collaborate, discuss, learn, and grow. support@asgvis.com is who you contact if you are having problems with the product, and you would like ASGvis to address the issue.
I only am mentioning this so you guys know what’s going on, and why you’re not getting instant responses. Please continue to contact us and let us know what’s on your mind, just be aware that if you don’t hear from us for a bit, it’s because we have an insane amount of email coming in that we need to support. If you’re upset about that, all I can say is that I personally am sorry that this release didn’t go as smoothly as we had all wanted it to. We will be patching this product soon and hope to fix any major issues we have heard of.
Now… enough of that rant, on to the problem at hand…
If the scene doesn’t render, there’s an error happening. As 40th previously mentioned, we have an error log that’s filled with stuff that none of you guys should understand. This is a very helpful thing when it comes to trying to debug any issues you guys have brought to us. Unfortunately there isn’t a way to have that error log automatically sent to us at the moment, so the only way that file’s really going to be of any use, is to copy and paste the contents of that file, in to a forum post so we can look at it.
There are also some errors that will display in the SketchUp Ruby Console. If you open that ruby console while using our product, if something bad happens, it might print out there. If it doesn’t print out there, it should print out in the error log.
if only the developers could point out to us, users, what are the indicators for the errors that shown in the “error log”.
Yeah, hopefully we’ll have a bit more information about some of the errors and what they mean… after we get a list of all of the errors. Unfortunately we don’t know all of the error messages can pop up, so as we learn more about the issues people are having, we will be able to answer more of these questions, and fix more of these issues.
As far as refunds go… there is no physical product to return and as a rule we do not offer refunds, most of you got the software at a price $100 off of the normal retail price, and it would be a shame if you had to hand over the extra $100 bucks in a few weeks when we have everything fixed. Although I’d gladly accept any extra money you would like to give us, just for the heck of it.
Thinking of switching to another render engine? Okay, have fun. We hope you’ll come back, but if you don’t we understand. It’s not that we don’t care, it’s just that we aren’t going to lie to you and try to convince you otherwise. We don’t want you to be unhappy with our product, but I guess the only way to fix that is to just fix it, and stop wasting time on the forums. On that note… ::goes and fixes something::
