Je me permets de créer un topic parce que je n’arrive pas à avoir de retour de la part du support.
J’ai récemment installer SketchupPro 2022 avec une licence pro sur un MacStudio Nom du modèle : Mac Studio :
Identifiant du modèle : Mac13,1
Puce : Apple M1 Max
Nombre total de cœurs : 10 (8 performance et 2 efficacité)
Mémoire : 32 Go
Le problème c’est que j’ai des bugsplat(s) en boucle et particulièrement aujourd’hui; ce doit être la dixième ou quinzième fois.
Le rapport d’erreur est trop long pour être ajouté à mon message mais si certains peuvent m’indiquer les lignes “importantes”, je pourrais les copier/coller.
Je ne suis pas habitué à ces rapports d’erreurs et n’en comprend donc pas la cause. J’ai désinstallé Sketchup, je l’ai réinstallé mais rien n’y fait.
VM Region Info: 0 is not in any region. Bytes before following region: 4336205824
REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL
UNUSED SPACE AT START
—>
__TEXT 102754000-10306c000 [ 9312K] r-x/r-x SM=COW …acOS/SketchUp
Si jamais cela peut aider une âme charitable à venir à mon secours…
Exception Type: EXC_BAD_ACCESS (SIGABRT)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Exception Codes: 0x0000000000000001, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY
VM Region Info: 0 is not in any region. Bytes before following region: 4336205824
REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL
UNUSED SPACE AT START
—>
__TEXT 102754000-10306c000 [ 9312K] r-x/r-x SM=COW …acOS/SketchUp
If it ever helps a charitable soul to come to my rescue…
(again, the translation is good. my 2 cents, basically asking for more info, Dave will make more sense of the crash reports) :
when does it crash ?
when did it start ? any updates ?
any extension installed ? if so, have they tried running SU without them ?
finally, did they try a clean install or not yet
——
Bonjour
2-3 questions :
es-ce que ça arrive à un moment précis ? au démarrage, ou à l’ouverture d’un certain fichier ? à un timing précis (5 min après l’ouverture du fichier par exemple) ?
Es-ce que ça marchait bien avant aujourd’hui, si oui, es-ce qu’il y a eu une mise a jour de macOS
es-ce que tu as des extensions installées, si oui, lesquelles ? si oui, as-tu tenté de temporairement déplacer/vider le dossier des extensions ?
Et enfin… tu as tenté une réinstallation au propre ou pas encore ?
Thank you john_mcclenahan for the translation and the time you spent on my topic.
Ateliernab, thank you for your help :
*** when does it crash ?**
for two days, it crashes every 15 minutes or 20 minutes while I’m working on a project without any particular action.
*** when did it start ? any updates ?**
it crashes a bit on my old iMac but it started at the moment I’ve installed SU Pro on the new MacStudio
*** any extension installed ? if so, have they tried running SU without them ?**
no extension installed; the only modification I did was to change the repertory for “Materials” in “Preferences” because I have my own materials in *.skm : maybe I should try to reinstall without changing it and see if it works
*** finally, did they try a clean install or not yet ?**
probably not because I don’t know how to do it, I just go to my Application folder and then I deleted the whole set of files
EDIT : I have just searched on the internet and I delete the whole set of files in Application folder then I delete the following files :
~/Library/Application Support/SketchUp
~/Library/Application Support/Trimble Connect for SketchUp/Logs ~/Library/Preferences/com.sketchup.LayOut.plist
I try a clean install, I run SU without changing anything and I have the same issue.
Time Awake Since Boot: 4300 seconds
System Integrity Protection: enabled
Crashed Thread: 23 Dispatch queue: com.apple.root.default-qos
Exception Type: EXC_BAD_ACCESS (SIGABRT)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Exception Codes: 0x0000000000000001, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY
VM Region Info: 0 is not in any region. Bytes before following region: 4302880768
REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL
UNUSED SPACE AT START
One thing that I’m wondering about, are you using VPN, or any other security software that might make it hard for the system to tell where in the world you are located?
Absolutely not, we don’t have a VPN and no security software who modify our localisation. The only thing is that our sketchup files are on a server and not directly on the MacStudio… is it possible that’s a problem for SketchUp to find them ?
We have always work like this and we had no problem with older versions of SketchUp on iMac.
"Thanks for reaching out to SketchUp Support!
After taking a look at your BugSplat it looks like SketchUp is trying to load some of your SketchUp files off an external hard drive. The file path is specifically: Partage/Dossier Client/Bertin/SCI Tu Kae/3D/3D Montée/
If you can try moving all the SketchUp files in this folder to a different location that is on your local hard drive I believe this will resolve the issue."
It might help someone else. For me, it’s a really big problem because like I just explain to support team, we are an agency and our sketchup files have to be on a server to be accessed from differents users…
So I’m still looking if there is any possibility to make it work without moving like hundred and hundred clients folder to one computer.
Did you by any chance move it to a folder or drive on your computer that is backed up automatically?
That could have the same effect as working on a file on a remote drive…
What do you mean ?
The entire mac is save by TimeMachine on a server so it could be a folder backed up, yes. But not specifically, I worked from “Documents” for the test.
I found someone had the same kind of crash with SketchUp 2016, in an older Mac OS version, so I don’t think that the issue is to do with Mac Studio or SketchUp 2022 as such. It was @TDahl having the problem, over three years ago. Maybe he will remember what the outcome was.
I have my work Mac set up to allow Documents and Desktop to be on iCloud, so I can check these kinds of issues. If you want to try the local file test again, the Downloads folder might be a better place to put the file for now.
I mean that a lot of people come to this forum with unreadable and most of the time irreparable files. Most of the time these people work on files that are in the cloud or on a remote drive.
Best practice is to download the file to your local hard drive, open from there, save local and after that upload to the cloud or remote drive.
Lots of people here comment that this is bulls@#&t and have never experienced problems but they are the lucky few, until their luck runs out guess…
A quick unscientific statistic analysis: Of all the people using SketchUp, an infinitesimal portion visit this forum. Most forum members come here first because of a problem, so inevitably a larger portion of forum members have problems compared to those who don’t come here. So the people with crashing files are the unlucky few. The reason might quite plausibly be network problems. But the number of networks without problems must exceed those that don’t work. In a company environment people are usually forbidden to save anything on their workstations and everything must be saved on servers. I have been doing that for 30 years. Server crashed once some 27 years ago with some data loss.
Thanks to @colin for finding my old topic on my experience with spontaneous SketchUp crashes (link to that old topic below) with SketchUp Pro 2016 and 2017. Unfortunately the crashes I experienced were never understood or worked-around, so I had to stop using 2016 and 2017. As noted in my old topic, SketchUp would crash in my environment if I simply launched it with the default nearly-empty model, let go of the keyboard and mouse, and just waited. This was with an older macOS on an Intel iMac.
