Sketchup for Web issues with Chrome

SketchUp for Web
1

Hi,

I’m new to the Forum..

I am having an intermittent problem where Sketchup randomly won’t display my model - I just get a white screen and can’t navigate around.

I occasionally but not always get a message saying that there is a display related incompatibility with Chrome. I have checked and I do have the latest version of Chrome installed.

I have a feeling it might happen when Auto Save happens but I’m not 100% sure.

The only way to recover from this is to reload Sketchup (I can’t access the file / open model optipons).

Any help or guidance would be appreciated.

Thanks,

Andrew.

2

SketchUp for web is still calling on various graphics technologies on your machine to function in three browser - you will need to make sure that you have all of your drivers updated especially the ones that are responsible for your CPU and GPU.

As you are using the intel 620UHD which is an 8 year old low power device , you are more likely to run into issues - your PC manufacturer may not even be providing new drivers to windows update - or they are hidden under “optional updates” and you are behind”

First up I would grab the intel support assistant and check for updates

If that doesn’t find anything; then you’ll need to find the latest driver manually - this will depend on what model of CPU you have

3

Thanks Adam.

I have run the Intel Drivers Updates facility and my graphics driver was up to date (installed March 2025) - by chance there were 2 others that needed updating (WiFI & Bluetooth) so it was worth looking at anyway.

I’ll keep monitoring and see whether I can pick out any particular trends or circumstances for when it does crash.

4

March 2025 sounds pretty up to date - sometimes those old intel ones can be years behind.

You could try another browser - try it in edge - which is based on Chrome also, so should have the same issues. If it doesn’t happen there then that helps narrow it down

5

OK, I’ll try that shortly.

In the meantime I managed to capture an error report that comes up occasionally.

image
image823×256 11.6 KB

6

I have just tried it in Edge and get the same behavior.

7

Are you using a 2nd screen connected via USB?

8

No, just the standard built in screen.

I am getting more convinced that it is related to the Auto Save. I will turn that off if I can and see how that goes.

Won’t get to that before this evening though.

9

How about trying another browser like Firefox?

10

Apologies for the delay.

It is certainly more stable with the Auto Save turned off, it only crashed once during a 3 or 4 hr session - manageable as it doesn’t appear to lose any work done to the point of the crash but still not ideal.

11

Hi,

I have now installed Firefox and turned on the Auto Save function. Whilst it did seem more stable at first it has just crashed again.

Any ideas anyone ?

12

make a dxdiag report and share it here

Which version of DirectX is on your PC? - Microsoft Support

13

I have DX12 and the report is attached.

DxDiag.txt (114.4 KB)

14

Hi Adam,

Were you able to discern anything from the dxdiag report ?

Thanks,

Andrew.

15

The only thing of concern is that the Windows report has some GPU errors alongside a few others that are affecting windows updates.

There are a bunch of reasons this can happen, overheating , a big workload (You have 2 screens running - that puts extra strain on the GPU - moreso when you are then using the GPU for Sketchup)

Key Details:

  • Fault bucket: LKD_0x141_Tdr:C_IMAGE_igdkmd64.sys_GEN9CFL_DX10_PAGEFAULT

    • 0x141 = VIDEO_TDR_FAILURE (Timeout Detection and Recovery)

    • igdkmd64.sys = Intel Graphics Kernel Mode Driver (Windows 64-bit)

    • GEN9CFL = Intel 9th Gen graphics, Coffee Lake series

    • DX10_PAGEFAULT = crash occurred during DirectX 10 workload

  • Event Name: LiveKernelEvent

    • This indicates a kernel-mode crash (driver-level, not an app-level crash).

  • Problem Signature:

    • P1: 141 → TDR code

    • P2 / P3 / P4 etc. → memory addresses / driver versions involved

    • P6: 10_0_26200 → Intel driver version 10.0.26200

It might be worth doing a clean uninstall of the intel drivers and then reinstalling them.

Get the latest drivers for you machine and keep them somewhere safe.

Then download and run DDU

Display Driver Uninstaller (DDU) download version 18.1.3.9, there is an option to remove remove intel GPU drivers.

Once that has done it’s thing, reboot the machine and reinstall.

If that doesn’t help, then you may want to try resetting windows altogether - something isn’t quite right and it’s often simply easier to get your whole OS back to a fresh clean state rather than pick through multiple head scratching mysteries.

16

OK, I’ll tray and give that a go at some point over the next few days.

Thanks for your ongoing help.

17

Hi Adam,

I ended up having to do an in-situ Windows re-install as described here How to run In-place upgrade in Windows 11 - Microsoft Q&A). This has fixed the issue with Windows Update and appears to have fixed the problem with Sketchup although I have not used it in anger recently so time will tell, especially as I now have a second screen to work on.

Thanks again for your help.

A