Predating the OP’s installation of SketchUp (for years) is the prominent warning on
the SketchUp Hardware and Software Requirements page …
SketchUp’s performance relies heavily on the graphics card driver and its ability to support OpenGL 3.0 or higher. To test your graphics card’s compatibility, please download and run the SketchUp 2017 Checkup application. Historically, people have seen problems with Intel-based cards with SketchUp. We don’t recommend using these graphics cards with SketchUp at this time.
This page also recommends …
- 3D-class video card with 512MB of memory or higher and supports hardware acceleration. Please ensure that the video card driver supports OpenGL version 3.0 or higher and is up to date.
The “up to date” link brings up the “How can I update my computer’s graphics driver?” help article, which also clearly says (after the recommendations for latest driver and OEM weblinks) …
If you upgraded your driver to resolve a display issue, and it didn’t resolve the issue, you may consider installing an older driver for your graphics card instead. Older drivers may be available online or in a resource CD that came with your computer. NVIDIA, for example, offers a driver archive.
So, the SketchUp Help Center actually does have the correct advice.
The OP continues referring to the 3rd party technician …
This statement is UNTRUE ! Software development and distribution does not work this way.
Tens of thousands of software products cannot recompile and redistribute their applications each time a new bugged device driver is released.
If a technician actually said this, then they are either misleading you or they are incompetent about the topic of software development.
Software and firmware development does not seek to force fixes down at all the leaves of the distribution tree. The driver is one of the root nodes. That is where you need to make the fixes. It makes no sense to break all the software using the driver out in the field, and expect the using software to scramble and accommodate bugs in each and every driver release.
When we stop to realize just how many graphics devices there are, and how many more versions of device drivers have been released for these devices, … we can know just how ludicrous such a statement must be that software need adjust to every driver version.
( Ref, see: https://www.videocardbenchmark.net/ for a list of video cards.)
Driver version rollbacks are quite common (and not just with regard to SketchUp.) We’ve recommended driver rollbacks many times here in this forum, sometimes in regard to 3rd party rendering applications.
And again, this has nothing to do with SketchUp. (Search the internet and you’ll find users of other software often must rollback drivers as well.)
The fact that the latest device driver from an original equipment manufacturer introduced bugs in attempts to fix other bugs, is not something any software vendor can control or mitigate. And it is not anything new. It always has happened, and likely will continue.
As an example, Nvidia may release several GeForce video driver versions per month. It is very expensive for major application vendors to recompile and push out updated versions. (SketchUp has 12 language builds for OSX and Windows. That’s 24 installer builds.) Software vendors cannot do this several times a month, and anymore than a few times a year is not economical.
It is well know that since SketchUp switched (with the 2013 release) to the yearly deployment model, that no new maintenance releases usually come after February. By March they need to be at work on the next version if they are to make the normal release window the following November.
I don’t dispute that there seems to be recurring valid complaints with SketchUp Customer Service.
It is not you I’m attempting to convince.
It is the general readership who also may not be technically computer savvy.
The OP attempts to use the following “logic” as proof …
This sounds on the face of it to be definitive, but it is a flawed conclusion.
The problem (a driver with a bug) existed on the computer before SketchUp was installed.
It was the running of SketchUp that brought the bug to light for the OP.
But SketchUp did not cause the bug in the OEM device driver !
Which should have caused the OP to look up the “Freezing upon launch” help article,
which refers to the “How can I update my computer’s graphics driver?” article (see top of this post),
… which has the correct driver rollback alternative solution (that it’s had for years.)
Now, this is the Help Center article that SketchUp Technical Support should have pointed the OP towards.
SketchUp Help Center