Hi there
We have been using a number of Enscape executable files to review architectural models.
A number of these files will not open, including new ones received for review. Some files received are able to launch and behave as expected. This was not previously an issue until the last few weeks.
The executable appears to load and show the boot screen, but crashes immediately after. It does not display an error message or log file.
System Specs:
Processor - 13th Gen Intel(R) Core™ i9-13980HX 2.20 GHz
RAM - 32gb
Graphics - NVIDIA GeForce RTX 4080 (Laptop)
We have updated drivers, Windows install, BIOS, everything … still getting crashes.
Any assistance appreciated as this is significantly impacting our work.
Chris
Hi @ThorpeBN welcome to our Forum and I am sorry to hear about that.
Right away due to a recent ongoing issue please check out the following post that details which software you may have to uninstall to make these standalones work again:
If that doesn’t help at all, please try opening the file once more, and then navigate to your temp folder, you can do this by simply typing '%TEMP%’ in your navigation bar, alternatively this will be the following path:
C:\Users%username%\AppData\Local\Temp
There should be a file named ‘EnscapeStandaloneLoader.log’, you can easily find this by sorting the files by date.
Please also provide us with all the logs found in:
C:\Users%USERNAME%\AppData\Roaming\Enscape\Data\Logs
Additionally we ideally also require your system information. You can find your system information by opening the windows search function and search for ‘DXDiag’, open the DirectX tool, and once DirectX Diagnostics has completely loaded you can choose 'Save all information’.
Afterward kindly forward those files (standalone log, dxdiag info, enscape logs) via our Help Center as detailed here (you can simply copy what you posted here alongside in the submission form) so that our technical support team can troubleshoot this further. You will receive a response very soon after we’ve received and analyzed everything.
Hi Demian,
Thanks for your quick response — I can confirm the linked help file on uninstalling OpenCL has resolved the issue.
We’re back up and running.
Cheers,