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on: May 17, 2021, 11:34:32 am
Substance Designer - Technical Support - MOVED: Substance Designer just close after launching ..32
Substance Painter - Technical Support - Re: Issues with tri-planar projections
on: April 26, 2021, 03:14:00 pm
HI,
could you follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html
In the meantime, could you try and verify if your cache disk isn't full?
Regards,
Geoffroy SC
could you follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html
In the meantime, could you try and verify if your cache disk isn't full?
Regards,
Geoffroy SC
34
Substance Painter - Technical Support - Re: Substance Painter 2018 - Iray Crashing at Warmup
on: April 26, 2021, 12:12:23 pm
Hi,
Please follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html
This allows us to have enough data to help you!
Thank you,
Regards,
Geoffroy SC
Please follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html
This allows us to have enough data to help you!
Thank you,
Regards,
Geoffroy SC
35
Substance Painter - Technical Support - Re: Unable to open Substance Painter
on: April 26, 2021, 12:10:20 pm
Hi,
from your log, I can see that one of your monitors is hooked up to your CPU graphics card (Intel(R) UHD Graphics 630).
Maybe this is the source of your issue. Could you try to connect this monitor to your dedicated GPU (NVIDIA GeForce RTX 2060)?
Regards,
Geoffroy SC
from your log, I can see that one of your monitors is hooked up to your CPU graphics card (Intel(R) UHD Graphics 630).
Maybe this is the source of your issue. Could you try to connect this monitor to your dedicated GPU (NVIDIA GeForce RTX 2060)?
Regards,
Geoffroy SC
36
Substance Painter - Technical Support - Re: getting told driver still unstable EDIT: same for radeon pro
on: April 23, 2021, 02:52:21 pm
Hi,
I contacted you by email as you seem to have a problem that will need some back and forth to solve.
Regards,
Geoffroy SC
I contacted you by email as you seem to have a problem that will need some back and forth to solve.
Regards,
Geoffroy SC
37
Substance Painter - Technical Support - Re: Substance painter freezes my desktop, but audio continues.
on: April 23, 2021, 11:54:53 am
Hi,
It seems there is a problem with your mesh.
Could you check that the geometry is correct (no artifacts, reversed faces, etc...) and the UVs, please?
If you do not find anything wrong and keep crashing, would it be possible for you to send me the mesh?
Regards,
Geoffroy SC
It seems there is a problem with your mesh.
Could you check that the geometry is correct (no artifacts, reversed faces, etc...) and the UVs, please?
If you do not find anything wrong and keep crashing, would it be possible for you to send me the mesh?
Regards,
Geoffroy SC
38
Substance Painter - Technical Support - Re: Cannot Ctrl+S project
on: April 23, 2021, 11:47:37 am
Hi,
We are aware of problems when having files, resources, or try to save into an online storage application (like OneDrive and DropBox).
Can you try to move your files into a de-synchronized folder and see if it solves your crashes?
Right now we are still investigating this issue.
If you have any questions, feel free to ask.
Regards,
Geoffroy SC
We are aware of problems when having files, resources, or try to save into an online storage application (like OneDrive and DropBox).
Can you try to move your files into a de-synchronized folder and see if it solves your crashes?
Right now we are still investigating this issue.
If you have any questions, feel free to ask.
Regards,
Geoffroy SC
39
Substance Painter - Technical Support - MOVED: Height map problem
on: April 16, 2021, 11:10:34 am
This topic has been moved to Technical Support.
https://forum.substance3d.com/index.php?topic=37296.0
https://forum.substance3d.com/index.php?topic=37296.0
40
Substance Painter - Technical Support - Re: Painter not responding on openning
on: April 12, 2021, 03:01:44 pm
Hi,
From what you are describing, the only solution that I can propose is a clean reinstall of Substance Painter (https://docs.substance3d.com/spdoc/application-preferences-location-147095594.html).
If the problem persists, could you share more information about your issue? What kind of hardware are you running on, what drivers do you have, your OS, etc.
Regards,
Geoffroy SC
From what you are describing, the only solution that I can propose is a clean reinstall of Substance Painter (https://docs.substance3d.com/spdoc/application-preferences-location-147095594.html).
If the problem persists, could you share more information about your issue? What kind of hardware are you running on, what drivers do you have, your OS, etc.
Regards,
Geoffroy SC
41
Substance Painter - Technical Support - Re: Export Texture Error ("Could not save...."
on: April 12, 2021, 02:57:01 pm
Hi,
Would you be able to share your file? I'll try and export the textures from my end.
In the meantime, could you verify that you do have administrative rights on your C drive? (https://answers.microsoft.com/en-us/windows/forum/all/administrator-permission-issues-on-window-10/207ef1f7-19e6-44a6-87d2-db2d05c36515)
Thank you,
Regards,
Geoffroy SC
Would you be able to share your file? I'll try and export the textures from my end.
In the meantime, could you verify that you do have administrative rights on your C drive? (https://answers.microsoft.com/en-us/windows/forum/all/administrator-permission-issues-on-window-10/207ef1f7-19e6-44a6-87d2-db2d05c36515)
Thank you,
Regards,
Geoffroy SC
42
Substance Painter - Technical Support - Re: Substance Painter 2019 Very Laggy & Unresponsive
on: April 08, 2021, 04:35:21 pm
Hi,
Have you got a similar problem as described in detail by Docteur_Fernandez: have you imported personal sbsar in your shelf? If so, the answer might lie in graph optimization.
Otherwise, could you share your log and describe your own situation in detail?
For now, I can only recommend that you check our guidelines on performance: https://docs.substance3d.com/spdoc/performances-guidelines-168198992.html
Kind Regards,
Geoffroy SC
Have you got a similar problem as described in detail by Docteur_Fernandez: have you imported personal sbsar in your shelf? If so, the answer might lie in graph optimization.
Otherwise, could you share your log and describe your own situation in detail?
For now, I can only recommend that you check our guidelines on performance: https://docs.substance3d.com/spdoc/performances-guidelines-168198992.html
Kind Regards,
Geoffroy SC
43
Substance Painter - Technical Support - Re: Substance Painter Iray Error : Black Screen (No response)
on: April 07, 2021, 10:55:48 am
Hi,
Your issue might be coming from a TDR issue.
Here are some steps that should fix the issue: https://docs.substance3d.com/spdoc/gpu-drivers-crash-with-long-computations-tdr-crash-128745489.html
Regards,
Geoffroy SC
Your issue might be coming from a TDR issue.
Here are some steps that should fix the issue: https://docs.substance3d.com/spdoc/gpu-drivers-crash-with-long-computations-tdr-crash-128745489.html
Regards,
Geoffroy SC
44
Substance Painter - Technical Support - Re: Hey how do I fix this?
on: April 07, 2021, 10:40:10 am
Hi,
Could you please follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html? This would help us find a solution to your problem.
thank you,
Geoffroy SC
Could you please follow the guidelines on how to report an issue: https://forum.substance3d.com/index.php/topic,22451.0.html? This would help us find a solution to your problem.
thank you,
Geoffroy SC
45
Substance Painter - Technical Support - Re: Substance Painter Iray Error : Black Screen (No response)
on: April 07, 2021, 09:38:19 am
Hi,
Could you share your log? Here's how to do it: https://docs.substance3d.com/spdoc/exporting-the-log-file-128745475.html fo
Could you be more specific about what type of error you are experiencing. From your screenshots, I gather that it's freezing substance painter?
Regards,
Geoffroy SC
Could you share your log? Here's how to do it: https://docs.substance3d.com/spdoc/exporting-the-log-file-128745475.html fo
Could you be more specific about what type of error you are experiencing. From your screenshots, I gather that it's freezing substance painter?
Regards,
Geoffroy SC