QUICK UPDATE! In case you hadn’t heard, we just released SketchUp Pro 2018 which has some fixes that should help with some of these crashes. If you’d like to give it a try, please download the 30-day trial here.
Howdy everybody! As you may have noticed, SketchUp Pro 2017 M2 (maintenance release 2) is here! Like the earlier SketchUp 2017 releases, this release requires your system meets our minimum requirements for installing SketchUp 2017 as defined here. Make sure your system meets these requirements before installing it! To get the M2 release, launch SketchUp and select the Help > Check for Update menu item or go to this Knowledge Center article. This release contains the bug fixes documented here.
I also wanted to give an update on some issues that have been reported on the Windows operation system and potential workarounds for them.
1. We have had a good deal of reports of SketchUp crashing on launch for users with Intel graphics cards on Windows. We are seeing that this crash is usually related to an out of date Intel graphics card driver that does not play well with SketchUp 2017. If you are crashing on launch and have an Intel video card, try updating your graphics driver to see if that solves the issue. To update your driver, please try the steps found here.
We are seeing that this crash most often affects the following graphics cards:
Intel® HD Graphics 4000
Intel® HD Graphics 4400
Intel® HD Graphics 4600
Intel® HD Graphics
If these steps don’t solve the crashing or you are having trouble getting an updated driver for your Intel video card, please try the steps found in this forum post from Yogesh. Note that it is possible that using the first set of steps your card will report that it is up to date when it is not up to date!
If you have a built in video card (like an Intel 4600), you may need to contact your computer manufacturer to get the latest driver (i.e., Dell, HP, etc).
If none of the above steps work, check that your graphics card meets our minimum requirements for running SU 2017. We have seen an Intel driver related startup crash related to using SketchUp with graphic cards using very old versions of OpenGL - e.g., OpenGL 1.4.
2. We have had some reports of SketchUp crashing when launching SketchUp or working in SketchUp for users with older AMD graphics cards on Windows. If you have an AMD graphics card and are crashing, please upgrade to SketchUp 2017 M2 as we made some fixes that could solve your crashes.
- If you are still crashing with SU 2017 M2 and have an AMD graphics card, see this Help Center article.
3. If you have multiple video cards, you may need to set which one SketchUp uses.
- For example, it is possible that your system has a discrete AMD graphics card and an on-board Intel graphics card and SketchUp is crashing because it is using the Intel graphics card. Please follow the steps found here to fix this issue.
4. If you are still crashing on launch or when using SketchUp and none of the above steps helped you, please try the following:
- Please make sure that you submit a BugSplat to us - i.e., when you crash, please click the Send Error Report button when you see a dialog like the following one:
- When you submit a BugSplat to us, if we have information about your crash that can help you, we will display it in your web browser. For example, If after submitting the crash to us you see this response pop up in your web browser, SketchUp is crashing because of an issue with the installation of the Microsoft Visual Studio C++ 2015 Redistributable that SketchUp 2017 requires to run on Windows. Please try the following:
A. Go to Control Panel > Add/Remove Programs and uninstall the Microsoft Visual Studio C++ 2015 Redistributable (There may be a 32-bit and 64-bit version. If so, uninstall both).
B. Uninstall SketchUp 2017
C. Reinstall SketchUp 2017 (you can download it here if you need it).
D. Start SketchUp
- Please read/perform the “Crash troubleshooting steps” section of this article.
5. If you are having trouble installing SketchUp 2017, please try the following:
- Run Windows Update prior to installing SketchUp 2017.
- Install .NET and the C++ Runtime libraries manually. Both of these updates are prerequisites for installing SketchUp 2017. These prerequisites should be installed automatically when you run the SketchUp installer. We have though gotten a few reports where the installer was not able to successfully install .NET or the C++ Runtime libraries. Manually installing them provided a workaround.