Messages

1

Substance Painter - Technical Support - Re: Groups in FBX with transformed pivots are not correctly imported in Painter

 on: June 30, 2021, 05:04:48 pm 

Hi,
Sorry for the delayed answer.
I was looking into the issue. I tried to see if other software had that behaviour but without any luck. 
Your problem is indeed a bug! I have written a ticket for the devs. Unfortunately, I can't give any ETA on when there will be a fix. However, we are looking into it.
Thank you for helping us improve our software.
Kind Regards,
Geoffroy SC

2

Substance Painter - Technical Support - Re: Adobe Substance 3D Painter export texture directory bug

 on: June 28, 2021, 03:27:18 pm 

Hi,
Could you share a bit more information on how you had this issue, as well as the log?
Those pieces of data would help me reproduce the problem on my side and allow our developers to investigate and fix the matter.
Thank you,
Kind regards,
Geoffroy SC

3

Substance Painter - Technical Support - Re: Groups in FBX with transformed pivots are not correctly imported in Painter

 on: June 28, 2021, 02:58:12 pm 

Hi,
I tested with 3Ds Max 2022 and Painter 7.2.0. I didn't encounter your issue. Maybe I'm doing something wrong.
Would you be able to share a test mesh (.fbx), a corresponding painter file containing your issue as well as a log? It would allow me to investigate the matter.
Thank you for helping us improve our software.
Kind regards,
Geoffroy SC

4

Substance Painter - Technical Support - Re: Substance Painter 2017.3.3 not opening

 on: June 28, 2021, 02:07:30 pm 

Hi Rob,

Could you try to send a crash report? It would give me access to a callstack that is more precise when pinpointing the source of an issue.
In the meantime, I can suggest you do a clean install of the software: https://substance3d.adobe.com/documentation/spdoc/preferences-and-application-data-location-147095594.html

Kind Regards,
Geoffroy SC

5

Substance Painter - Technical Support - Re: Export with displacement/tessellation is disabled

 on: June 28, 2021, 01:38:55 pm 

Hi,
You need to set your scale in your shader settings to something other than 0.
This is by design.
Regards,
Geoffroy SC

6

Substance Painter - Technical Support - Re: gpu driver outdated... not true

 on: June 28, 2021, 01:22:27 pm 

Hi,
The issue mentioned above is a bug in our driver detection. We are currently looking into the matter; in the meantime, it shouldn't affect anything: click on "don't show this popup again" then on "continue anyway".
I hope this helps!
Regards,
Geoffroy SC

7

Substance Painter - Technical Support - Re: Substance Painter Nvidia Driver outdated, but it isn't

 on: June 25, 2021, 02:59:06 pm 

Hi,
The previous answer is was already a fix to the issue :

The issue mentioned above is a bug in our driver detection. We are currently looking into the matter; in the meantime, it shouldn't affect anything: click on "don't show this popup again" then on "continue anyway".
I hope this helps!

Regards,
Geoffroy SC
Modify message

8

Substance Painter - Technical Support - Re: Substance Painter Nvidia Driver outdated, but it isn't

 on: June 24, 2021, 07:07:19 pm 

Hi,
Would you be able to share a log and, even better, send a crash report?
Thank you
Kind regards,
Geoffroy SC

9

Substance Painter - Technical Support - Re: the bug with multiple height stacks 2021 adobe update

 on: June 24, 2021, 03:49:09 pm 

Hi,
It seems you have forgotten to share your screenshots. Maybe you didn't tick the box Join a file: above the Choose File box.
In any case, you could try to check your displacement scale. Try with small increments (0.1).
I hope this helps.
Kind Regards,
Geoffroy SC

10

Substance Painter - Technical Support - Re: Substance Painter Nvidia Driver outdated, but it isn't

 on: June 24, 2021, 03:00:54 pm 

Hi,
The issue mentioned above is a bug in our driver detection. We are currently looking into the matter; in the meantime, it shouldn't affect anything: click on "don't show this popup again" then on "continue anyway".
I hope this helps!
Regards,
Geoffroy SC

11

Substance Painter - Technical Support - Re: Problem with faces maybe UV

 on: June 23, 2021, 11:53:29 am 

Hi,
This looks like you have some of your normals inverted.
Regards,
Geoffroy SC

12

Substance Painter - Technical Support - Re: How can I solve an issue with a viewport?

 on: June 21, 2021, 02:43:34 pm 

Hi,
Could you please give more details on what you're issue is?
Thank you,
Regards,
Geoffroy SC

13

Substance Painter - Technical Support - Re: Set list not being remembered nor keeping AZ order

 on: June 21, 2021, 02:40:26 pm 

Hi,
We are looking to fix this in the future as it isn't the intended behaviour.
Thank you for the report,
Kind regards,
Geoffroy SC

14

Substance Painter - Technical Support - Re: ID map not updating after changes/rebake

 on: June 21, 2021, 09:49:04 am 

Hello,
you need to replace your old ID map with the new one. Painter doesn't update automatically sometimes.
Regards,
Geoffroy SC

15

Substance Painter - Technical Support - Re: Substance Painter UI Scaling - Windows 10

 on: June 17, 2021, 11:37:02 am 

Hi Mark,
Unfortunately, we can't solve anything when we have only a screenshot. Even when we want to. The guidelines on how to post a technical issue are here to ensure that we get relevant information to solve any bugs/technical issues that might arise.
If by any chance you have the same issue, as this looks like a bug, you might consider doing a bug report with a log, screenshot and repro steps.
Kind regards,
Geoffroy SC