SU Checkup freezes, SU2017 won't start

I am having the exact same issue as 1arch, right down to also having the same video card. I can’t open SU2017, and the checkup program crashes in exactly the same way. Here’s the text in the .wer file for the checkup program:

Version=1
EventType=APPCRASH
EventTime=131234830727795539
ReportType=2
Consent=1
UploadTime=131234830729525034
ReportIdentifier=59581b39-a955-11e6-82bd-7c7a91b42ddb
IntegratorReportIdentifier=59581b38-a955-11e6-82bd-7c7a91b42ddb
NsAppName=SystemCheckup.exe
Response.BucketId=4a794eb9a36ceb1ae70116cc31caa210
Response.BucketTable=4
Response.LegacyBucketId=120614807572
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=SystemCheckup.exe
Sig[1].Name=Application Version
Sig[1].Value=17.1.0.0
Sig[2].Name=Application Timestamp
Sig[2].Value=5818f6b3
Sig[3].Name=Fault Module Name
Sig[3].Value=ig75icd64.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.18.10.3496
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=5319f0ea
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00000000000378e4
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=24d9
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=24d9f98deb8d9ed7f920d9a725cd6c48
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=3135
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=3135015cc9e63cf9880f3f08977ca4cf
UI[2]=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
UI[3]=SketchUp Checkup has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[5]=C:\windows\SYSTEM32\OPENGL32.dll
LoadedModule[6]=C:\windows\SYSTEM32\MSVCP140.dll
LoadedModule[7]=C:\windows\SYSTEM32\mfc140u.dll
LoadedModule[8]=C:\windows\system32\USER32.dll
LoadedModule[9]=C:\windows\system32\GDI32.dll
LoadedModule[10]=C:\windows\system32\ADVAPI32.dll
LoadedModule[11]=C:\windows\system32\SHELL32.dll
LoadedModule[12]=C:\windows\system32\ole32.dll
LoadedModule[13]=C:\windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.18470_none_9331b0df474a1995\gdiplus.dll
LoadedModule[14]=C:\windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[15]=C:\windows\SYSTEM32\api-ms-win-crt-heap-l1-1-0.dll
LoadedModule[16]=C:\windows\SYSTEM32\api-ms-win-crt-runtime-l1-1-0.dll
LoadedModule[17]=C:\windows\SYSTEM32\api-ms-win-crt-convert-l1-1-0.dll
LoadedModule[18]=C:\windows\SYSTEM32\api-ms-win-crt-string-l1-1-0.dll
LoadedModule[19]=C:\windows\SYSTEM32\api-ms-win-crt-stdio-l1-1-0.dll
LoadedModule[20]=C:\windows\SYSTEM32\api-ms-win-crt-time-l1-1-0.dll
LoadedModule[21]=C:\windows\SYSTEM32\api-ms-win-crt-locale-l1-1-0.dll
LoadedModule[22]=C:\windows\SYSTEM32\api-ms-win-crt-math-l1-1-0.dll
LoadedModule[23]=C:\windows\SYSTEM32\api-ms-win-crt-filesystem-l1-1-0.dll
LoadedModule[24]=C:\windows\SYSTEM32\api-ms-win-crt-environment-l1-1-0.dll
LoadedModule[25]=C:\windows\SYSTEM32\api-ms-win-crt-utility-l1-1-0.dll
LoadedModule[26]=C:\windows\system32\msvcrt.dll
LoadedModule[27]=C:\windows\SYSTEM32\GLU32.dll
LoadedModule[28]=C:\windows\SYSTEM32\DDRAW.dll
LoadedModule[29]=C:\windows\SYSTEM32\api-ms-win-crt-multibyte-l1-1-0.dll
LoadedModule[30]=C:\windows\system32\OLEAUT32.dll
LoadedModule[31]=C:\windows\system32\SHLWAPI.dll
LoadedModule[32]=C:\windows\system32\IMM32.dll
LoadedModule[33]=C:\windows\SYSTEM32\UxTheme.dll
LoadedModule[34]=C:\windows\SYSTEM32\sechost.dll
LoadedModule[35]=C:\windows\system32\RPCRT4.dll
LoadedModule[36]=C:\windows\SYSTEM32\combase.dll
LoadedModule[37]=C:\windows\SYSTEM32\DCIMAN32.dll
LoadedModule[38]=C:\windows\system32\MSCTF.dll
LoadedModule[39]=C:\windows\system32\SspiCli.dll
LoadedModule[40]=C:\windows\SYSTEM32\ucrtbase.DLL
LoadedModule[41]=C:\windows\SYSTEM32\RICHED20.DLL
LoadedModule[42]=C:\windows\SYSTEM32\USP10.dll
LoadedModule[43]=C:\windows\SYSTEM32\msls31.dll
LoadedModule[44]=C:\windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.18006_none_623f33d3ecbe86e8\Comctl32.dll
LoadedModule[45]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[46]=C:\windows\SYSTEM32\dwmapi.dll
LoadedModule[47]=C:\windows\SYSTEM32\kernel.appcore.dll
LoadedModule[48]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[49]=C:\windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[50]=C:\windows\SYSTEM32\oleacc.dll
LoadedModule[51]=C:\windows\SYSTEM32\SHCORE.dll
LoadedModule[52]=C:\windows\SYSTEM32\clbcatq.dll
LoadedModule[53]=C:\windows\SYSTEM32\ig75icd64.dll
LoadedModule[54]=C:\windows\SYSTEM32\igdusc64.dll
LoadedModule[55]=C:\windows\SYSTEM32\powrprof.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=SketchUp Checkup
AppPath=C:\Program Files\SketchUp\SketchUp 2017\SystemCheckup.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=8EC19B817D00496EFCB9AB4C6043EC49

Any ideas?

And this is the .wer for the SU2017 crash:
Version=1
EventType=APPCRASH
EventTime=131234830109205846
ReportType=2
Consent=1
UploadTime=131234830110612286
ReportIdentifier=3476ca1e-a955-11e6-82bd-7c7a91b42ddb
IntegratorReportIdentifier=3476ca1d-a955-11e6-82bd-7c7a91b42ddb
NsAppName=SketchUp.exe
Response.BucketId=df58c48de4c05f4871eced630921cba5
Response.BucketTable=4
Response.LegacyBucketId=120614302316
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=SketchUp.exe
Sig[1].Name=Application Version
Sig[1].Value=17.0.18899.0
Sig[2].Name=Application Timestamp
Sig[2].Value=5818f836
Sig[3].Name=Fault Module Name
Sig[3].Value=ig75icd64.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.18.10.3496
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=5319f0ea
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=00000000000378e4
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=24d9
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=24d9f98deb8d9ed7f920d9a725cd6c48
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=3135
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=3135015cc9e63cf9880f3f08977ca4cf
UI[2]=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
UI[3]=SketchUp Application has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\windows\system32\CRYPT32.dll
LoadedModule[5]=C:\windows\SYSTEM32\WININET.dll
LoadedModule[6]=C:\Program Files\SketchUp\SketchUp 2017\TD_Db_4.01_14.dll
LoadedModule[7]=C:\Program Files\SketchUp\SketchUp 2017\TD_DbRoot_4.01_14.dll
LoadedModule[8]=C:\Program Files\SketchUp\SketchUp 2017\TD_Ge_4.01_14.dll
LoadedModule[9]=C:\Program Files\SketchUp\SketchUp 2017\TD_Root_4.01_14.dll
LoadedModule[10]=C:\Program Files\SketchUp\SketchUp 2017\BugSplat64.dll
LoadedModule[11]=C:\windows\SYSTEM32\WINMM.dll
LoadedModule[12]=C:\Program Files\SketchUp\SketchUp 2017\common_application.dll
LoadedModule[13]=C:\windows\SYSTEM32\OPENGL32.dll
LoadedModule[14]=C:\windows\SYSTEM32\mfc140u.dll
LoadedModule[15]=C:\windows\system32\USER32.dll
LoadedModule[16]=C:\windows\system32\GDI32.dll
LoadedModule[17]=C:\windows\SYSTEM32\MSIMG32.dll
LoadedModule[18]=C:\windows\system32\COMDLG32.dll
LoadedModule[19]=C:\windows\system32\ADVAPI32.dll
LoadedModule[20]=C:\windows\system32\SHELL32.dll
LoadedModule[21]=C:\windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.9600.17810_none_34ae2abd958aedeb\COMCTL32.dll
LoadedModule[22]=C:\windows\system32\SHLWAPI.dll
LoadedModule[23]=C:\windows\SYSTEM32\UxTheme.dll
LoadedModule[24]=C:\windows\system32\ole32.dll
LoadedModule[25]=C:\windows\system32\OLEAUT32.dll
LoadedModule[26]=C:\windows\SYSTEM32\urlmon.dll
LoadedModule[27]=C:\windows\SYSTEM32\MSVCP140.dll
LoadedModule[28]=C:\Program Files\SketchUp\SketchUp 2017\x64-msvcrt-ruby220.dll
LoadedModule[29]=C:\windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.18470_none_9331b0df474a1995\gdiplus.dll
LoadedModule[30]=C:\windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[31]=C:\windows\SYSTEM32\api-ms-win-crt-runtime-l1-1-0.dll
LoadedModule[32]=C:\windows\SYSTEM32\api-ms-win-crt-math-l1-1-0.dll
LoadedModule[33]=C:\windows\SYSTEM32\api-ms-win-crt-string-l1-1-0.dll
LoadedModule[34]=C:\windows\SYSTEM32\api-ms-win-crt-time-l1-1-0.dll
LoadedModule[35]=C:\windows\SYSTEM32\api-ms-win-crt-convert-l1-1-0.dll
LoadedModule[36]=C:\windows\SYSTEM32\api-ms-win-crt-filesystem-l1-1-0.dll
LoadedModule[37]=C:\windows\SYSTEM32\api-ms-win-crt-stdio-l1-1-0.dll
LoadedModule[38]=C:\windows\SYSTEM32\api-ms-win-crt-heap-l1-1-0.dll
LoadedModule[39]=C:\windows\SYSTEM32\api-ms-win-crt-utility-l1-1-0.dll
LoadedModule[40]=C:\windows\SYSTEM32\api-ms-win-crt-locale-l1-1-0.dll
LoadedModule[41]=C:\windows\SYSTEM32\api-ms-win-crt-environment-l1-1-0.dll
LoadedModule[42]=C:\Program Files\SketchUp\SketchUp 2017\libcef.dll
LoadedModule[43]=C:\windows\system32\WS2_32.dll
LoadedModule[44]=C:\windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[45]=C:\windows\SYSTEM32\msi.dll
LoadedModule[46]=C:\windows\SYSTEM32\MAPI32.dll
LoadedModule[47]=C:\windows\SYSTEM32\WSOCK32.dll
LoadedModule[48]=C:\windows\SYSTEM32\Secur32.dll
LoadedModule[49]=C:\Program Files\SketchUp\SketchUp 2017\gdal16.dll
LoadedModule[50]=C:\Program Files\SketchUp\SketchUp 2017\avutil-52.dll
LoadedModule[51]=C:\Program Files\SketchUp\SketchUp 2017\avcodec-55.dll
LoadedModule[52]=C:\Program Files\SketchUp\SketchUp 2017\avformat-55.dll
LoadedModule[53]=C:\Program Files\SketchUp\SketchUp 2017\swscale-2.dll
LoadedModule[54]=C:\windows\system32\msvcrt.dll
LoadedModule[55]=C:\windows\system32\MSASN1.dll
LoadedModule[56]=C:\windows\system32\RPCRT4.dll
LoadedModule[57]=C:\windows\SYSTEM32\iertutil.dll
LoadedModule[58]=C:\windows\SYSTEM32\USERENV.dll
LoadedModule[59]=C:\Program Files\SketchUp\SketchUp 2017\TD_Gi_4.01_14.dll
LoadedModule[60]=C:\Program Files\SketchUp\SketchUp 2017\TD_SpatialIndex_4.01_14.dll
LoadedModule[61]=C:\Program Files\SketchUp\SketchUp 2017\TD_Alloc_4.01_14.dll
LoadedModule[62]=C:\Program Files\SketchUp\SketchUp 2017\sisl.dll
LoadedModule[63]=C:\windows\SYSTEM32\VERSION.dll
LoadedModule[64]=C:\windows\SYSTEM32\WINMMBASE.dll
LoadedModule[65]=C:\windows\SYSTEM32\GLU32.dll
LoadedModule[66]=C:\windows\SYSTEM32\DDRAW.dll
LoadedModule[67]=C:\windows\SYSTEM32\api-ms-win-crt-multibyte-l1-1-0.dll
LoadedModule[68]=C:\windows\system32\IMM32.dll
LoadedModule[69]=C:\windows\SYSTEM32\sechost.dll
LoadedModule[70]=C:\windows\SYSTEM32\combase.dll
LoadedModule[71]=C:\windows\system32\imagehlp.dll
LoadedModule[72]=C:\windows\SYSTEM32\USP10.dll
LoadedModule[73]=C:\windows\system32\PSAPI.DLL
LoadedModule[74]=C:\windows\SYSTEM32\dhcpcsvc.DLL
LoadedModule[75]=C:\windows\SYSTEM32\WINHTTP.dll
LoadedModule[76]=C:\windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[77]=C:\windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.18006_none_623f33d3ecbe86e8\COMCTL32.dll
LoadedModule[78]=C:\windows\SYSTEM32\OLEACC.dll
LoadedModule[79]=C:\windows\SYSTEM32\WTSAPI32.dll
LoadedModule[80]=C:\windows\system32\NSI.dll
LoadedModule[81]=C:\windows\SYSTEM32\WINNSI.DLL
LoadedModule[82]=C:\windows\SYSTEM32\ucrtbase.DLL
LoadedModule[83]=C:\Program Files\SketchUp\SketchUp 2017\libtheoradec-1.dll
LoadedModule[84]=C:\Program Files\SketchUp\SketchUp 2017\libtheoraenc-1.dll
LoadedModule[85]=C:\windows\system32\SspiCli.dll
LoadedModule[86]=C:\windows\SYSTEM32\profapi.dll
LoadedModule[87]=C:\windows\SYSTEM32\cfgmgr32.dll
LoadedModule[88]=C:\windows\SYSTEM32\DEVOBJ.dll
LoadedModule[89]=C:\windows\SYSTEM32\DCIMAN32.dll
LoadedModule[90]=C:\windows\system32\MSCTF.dll
LoadedModule[91]=C:\Program Files\SketchUp\SketchUp 2017\libogg-0.dll
LoadedModule[92]=C:\windows\SYSTEM32\SHCORE.DLL
LoadedModule[93]=C:\windows\SYSTEM32\CRYPTBASE.DLL
LoadedModule[94]=C:\windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[95]=C:\windows\SYSTEM32\RICHED20.DLL
LoadedModule[96]=C:\windows\SYSTEM32\msls31.dll
LoadedModule[97]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[98]=C:\windows\SYSTEM32\dwmapi.dll
LoadedModule[99]=C:\windows\SYSTEM32\ig75icd64.dll
LoadedModule[100]=C:\windows\SYSTEM32\igdusc64.dll
LoadedModule[101]=C:\windows\SYSTEM32\powrprof.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=SketchUp Application
AppPath=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=53DC64CB990A1E100F76F99059D122A8

I note that it says:
Sig[4].Name=Fault Module Version
Sig[4].Value=10.18.10.3496

That is the version of the latest video driver that I just downloaded… :frowning:

Some SU team members have been pinged.

You have coached me to read your “quite explicit instructions”. In my previous response I stated:

"As per your instructions, I have arrived at “AppCrash_SketchUp.exe followed by a string of numbers. I assume the three dots stood for the numbers.”

To expand on my above comment, in your first response to me, this was all the information that appeared on my screen: “AppCrash_SketchUp.exe…” Nothing followed the three dots. There were no “explicit instructions”. And yes, I clicked, double clicked and right clicked on the three dots thinking something else would unfold. It didn’t. Just wanted you to understand I did not purposely ignore your “instructions” and then complained about it. On the contrary, I thank you for them. And maybe the monitor of this thread needs to look into the problem associated with the three dots - often stated more clearly as “Read More”.
1Arch

As you suggested, I have renamed the “Report.wer” file to “Report.wer.txt” file and included it here:
Report.wer.txt (17.0 KB)

This is my first time to use this forum, so this attempt to upload information into the thread may not be correct. If so, I will copy the contents of the “Reports.wer.txt” to another response as others have done - slstorch, for example.

Thanks,
1Arch

@1arch, and @slstorch,

Both of your machines are crashing in the same Intel OpenGL support library (DLL) used by your integrated Intel graphics driver. (Ie, drivers are seldom single files these days.)

In the report file, this is called the “Fault Module”:

C:/Windows/System32/ig75icd64.dll

Although each of you, are having issues with a different version:

@1arch: 9.18.10.3272
@slstorch: 10.18.10.3496


I am not surprised, because … one of my test machines is a Toshiba Satellite i3-4005U notebook with integrated Intel HD4400 graphics, running Windows 8.1. Another of my test machines is a Toshiba Qosmio i7 notebook with integrated Intel HD4000 graphics.

During testing, I had the same startup errors, in the same driver library module.

These versions all failed for me:

10.18.10.3345
10.18.10.3412

(ADD: Also reported that 10.18.10.3355 also fails.)

This is the version that finally worked for my i3 machine:

10.18.10.4061

(The i7 Qosmio machine is not home right now, so I cannot check it.)

It’s going to take awhile to remedy this issue.

But there are somethings to take away - don’t rely on Windows Update to find and install the latest graphic driver for you, and as SU development moves forward, more computers may not be able to run the latest version of SU.

When manually updating graphic drivers, if the new driver isn’t working out, you can rollback the driver through the Device Manager. On the Start menu’s search program bar, type Device Manager. Click on Device Manager > Open the display adapter > .r-click on your graphic card > Properties > Driver > Rollback > OK.

@DanRathbun, what about the latest Intel HD4400 drivers directly from [Intel] (Support for Intel® Graphics)?

Last night, I searched through the Intel Developers forum for Games and Graphics, and found reference to a fix for access violation in the OpenGL library. At that time, they (Intel gurus) were saying 10.18.10.4061 or later fixed the issue. (It was an old thread.)

So, if the Intel driver installers work with your machine, they are likely to be good. (Unless some later work caused a regression of this issue.)

The underline caveat above means that they do not work on some machines.

Much as I tried, I could not get any Intel driver installers to run normally on either of our Toshiba notebooks. The Intel driver installer detects a computer OEM driver, and exits with an error message telling the user to use a driver package from their OEM.
(I even tried to uninstall the adapter back to the standard VGA adapter like you see when first installing the OS. This had worked for me previously on a Dell notebook. Didn’t work on the Toshibas, so I just spent the time to download multiple driver versions for the Toshiba Support until I found the one that worked.)

Secondly, the Intel driver installers check the APU, and will not install on older generation processors. Some of the installers will not install for early processor generations (“Haswell”, etc.,) even if they had that graphics package. (The installer quits with some message about the machine not being compatible with the driver package.)

So, sometimes you need to look up the generation name of your processor, read the fine print on the driver package.

Or,… just try it. If it’s the wrong package, it’ll exit and tell you.

I downloaded the driver you suggested (10.18.10.4061) and during the installation I received an error message, something like it was not compatible. However, they offered another driver that I should try. That driver yielded the error message, “OS not supported”. So I am back to square one and well over my head.

I believe “catamountain” indicated that SU may have to make some program changes to address this condition since there may be several machines/graphics cards and many users that can no longer run the current edition of SU - at least I think that is generally what was said.

So, this seems like this is a dead end for me. In the future, I will be glad to explore any reasonable solution, but for now, I will probably stick with SU 2016 and wait for a solution.

Not that it makes any difference now, but I did learn the following from deep within several dialog boxes:
Computer - ACPI +64-based PC
Processor - i3 4130 CPU @ 3.4 GHz

SU will not make program changes to run on computers with OpenGL deficient graphic drivers. It’s Checkup that should improve over time to not crash. But the message Checkup will give you is the same that was worked through in this thread - your computer can run SU16 but not SU17.

Looking to the future - and any change of upgrading SU - it’s time to start thinking about upgrading your computer to one that exceeds the minimum requirements to run SU.

1 Like

Your comments are probably what I will have to do - upgrade my system… again.

I did go to Dell’s site and downloaded four updated drivers from MS for Win 7 home premium. Then I tried to run the checkup utility and it failed again. I manually ran the install for SU 2017 and it went through without a hitch. However, when I double clicked the icon to start SU, the revolving arrow made about four turns and disappeared. That’s it.

So, I guess I’m done fooling with it until I get a new system. I’m just not sure I want to spring for one just so I can run SU 2017. After all, AutoCAD 2017 and SU 2016 runs great!

Rick B

1 Like

One final comment. I find it a bit frustrating that the software designed and built to evaluate the necessary computing requirements to run a primary program bombs and can’t tell you what requirement or requirements the computer didn’t meet! So, it is good for what?

2 Likes

this is the first version of a hardware-near system check tool… issues in this context are not very unlikely and surely will improve with future releases of the CheckUp tool as well as SU itself.

You can try a manual installation of the latest intel driver mentioned above via the Windows Device Manager by right-clicking your intel HD and selecting “Update Driver Software… > Bowse my Computer… > path to the unzipped driver archive”.

If this won’t help and you are using a desktop and you don’t wanna shell out lot’s of bucks, buy a recent and decent GeForce GTX 1050Ti and your fine.

The same problem here… Windows 8.0 with Intel(R) HD Graphics 4600
SU 2017 won’t start - is crashing right at the beginning and
SU Checkup starts but is crashing half way through…

Spec of my graphical chipset

The way around can be found here:
http://forums.sketchup.com/t/su-make-2017-failed-due-to-lack-of-acceleration-on-graphics-card/33908/1

It worked for me.

But only because you have two GPUs and are able to run SketchUp on the Nvidia graphics. This will not solve issues with integrated Intel graphics and machines that have no expansion slots.

Just saw this post, seems related to this issue: 2017 not launching
Definitely a video card issue and requires an updated driver to resolve.

Here is an update to my previous posts in this thread.
(Friday, Dec 2, 2016)
Dell Inspiron, i3 gen, 3.4 GHz, 8 GB ram, 850 GB free disk space, Intel 4400 graphics card.
About three weeks ago I posted several times while trying to upgrade to SU 2017. I could not get either the “SU Checkup” to finish nor SU 2017 to load. Frustrated, I gave up. Tonight (2:15 AM), I went to Dell, entered my computer code and found my current graphics driver was: 10.18.10.3412. I opted to update the driver which installed version: 10.18.14.4264. Rebooted computer, downloaded “SU Checkup” and this time all systems successfully passed. Then downloaded and Installed SU 2017 without a problem. Surprise!

In retrospect, I think I had previously gone to Intel’s site for drivers (15.36.26.4294 etc.), but the successful driver came from Dell, my computer manufacturer. Since the available drivers for the Intel 4400 graphics card are listed on both Intel and Dell’s web pages, I assumed the drivers were also be the same. Not so. Even the numbers are different. (See above)

Now I just have to manually customize the screen Icons, etc. And as far as importing SU 2016 preferences into SU 2017, under /WINDOWS/PREFERENCES… both the “FILES” and “SHORTCUTS” contents were automatically imported into SU 2017 during the installation. My choice of screen icons were not and possibly other preferences as well - not a big issue…
Thanks to all the posters under this topic and I hope my experience can be helpful to someone else.

Which I noted above has already been proven to have a bugged OpenGL library DLL.

Why are you surprised? Again, above (and in several related topic threads,) I clearly stated that the earliest version known to work is 10.18.10.4061. You’re now up above that, so now you can enjoy SketchUp 2017.

Yes, end users should always check with their computer manufacturer first. (I discussed this clearly above with my own issues updating two Toshiba notebooks, and how none of the basic driver packages from Intel would install.)

(Well, you know the old saying about making assumptions …)

Dell (and every other computer or graphics card manufacturer,) does not start from scratch with graphics driver code. They get the base code from the GPU manufacturers (Intel, AMD/ATI, Nvidia, Matrox, etc.)
Then the computer (or graphics card) manufacturer tweaks the driver code especially for their machines / cards, compile it, and sometimes package it with OEM configuration utilities. They often just keep the same build numbers as the GPU build. (Rhetorical: Why create confusion by using a different versioning system?)

  • Sometimes there is another level between these two parties, the motherboard manufacturer,… who’ll collect drivers from chip manufacturers, do some tweaking, and pass the tweaked code on to the computer manufacturer(s).

No problem. Yes. This topic should be easily found via forum search.

1 Like

Again, thanks a bunch for your and other poster’s help!

1 Like

Hi, I can’t make Sketchup Make open, here’s my Report.wer

Version=1
EventType=APPCRASH
EventTime=131290708763405808
ReportType=2
Consent=1
UploadTime=131290708768249895
ReportIdentifier=77c2c98b-dc27-11e6-82bc-e03f49c2ba39
IntegratorReportIdentifier=77c2c98a-dc27-11e6-82bc-e03f49c2ba39
NsAppName=SketchUp.exe
Response.BucketId=3da07310b907354c3592cf31255cd1d5
Response.BucketTable=4
Response.LegacyBucketId=120622400588
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=SketchUp.exe
Sig[1].Name=Application Version
Sig[1].Value=17.1.174.0
Sig[2].Name=Application Timestamp
Sig[2].Value=582392fe
Sig[3].Name=Fault Module Name
Sig[3].Value=ig75icd64.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.18.10.3355
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=52839c09
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=0000000000037738
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.3.9600.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2058
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=24d9
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=24d9f98deb8d9ed7f920d9a725cd6c48
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=7522
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=7522e4854274848c8fc487f856f4d6ce
UI[2]=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
UI[3]=SketchUp Application has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\system32\apphelp.dll
LoadedModule[5]=C:\Windows\AppPatch\AppPatch64\AcLayers.DLL
LoadedModule[6]=C:\Windows\system32\msvcrt.dll
LoadedModule[7]=C:\Windows\system32\USER32.dll
LoadedModule[8]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[9]=C:\Windows\SYSTEM32\sfc.dll
LoadedModule[10]=C:\Windows\SYSTEM32\WINSPOOL.DRV
LoadedModule[11]=C:\Windows\system32\GDI32.dll
LoadedModule[12]=C:\Windows\SYSTEM32\combase.dll
LoadedModule[13]=C:\Windows\system32\RPCRT4.dll
LoadedModule[14]=C:\Windows\SYSTEM32\sfc_os.DLL
LoadedModule[15]=C:\Windows\system32\SspiCli.dll
LoadedModule[16]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[17]=C:\Windows\SYSTEM32\SortWindows61.dll
LoadedModule[18]=C:\Windows\system32\IMM32.DLL
LoadedModule[19]=C:\Windows\system32\MSCTF.dll
LoadedModule[20]=C:\Windows\system32\CRYPT32.dll
LoadedModule[21]=C:\Windows\SYSTEM32\WININET.dll
LoadedModule[22]=C:\Program Files\SketchUp\SketchUp 2017\TD_Db_4.01_14.dll
LoadedModule[23]=C:\Program Files\SketchUp\SketchUp 2017\TD_DbRoot_4.01_14.dll
LoadedModule[24]=C:\Program Files\SketchUp\SketchUp 2017\TD_Ge_4.01_14.dll
LoadedModule[25]=C:\Program Files\SketchUp\SketchUp 2017\TD_Root_4.01_14.dll
LoadedModule[26]=C:\Program Files\SketchUp\SketchUp 2017\BugSplat64.dll
LoadedModule[27]=C:\Windows\SYSTEM32\WINMM.dll
LoadedModule[28]=C:\Program Files\SketchUp\SketchUp 2017\common_application.dll
LoadedModule[29]=C:\Windows\SYSTEM32\OPENGL32.dll
LoadedModule[30]=C:\Windows\SYSTEM32\mfc140u.dll
LoadedModule[31]=C:\Windows\SYSTEM32\MSIMG32.dll
LoadedModule[32]=C:\Windows\system32\COMDLG32.dll
LoadedModule[33]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[34]=C:\Windows\system32\SHELL32.dll
LoadedModule[35]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.9600.17810_none_34ae2abd958aedeb\COMCTL32.dll
LoadedModule[36]=C:\Windows\SYSTEM32\UxTheme.dll
LoadedModule[37]=C:\Windows\system32\ole32.dll
LoadedModule[38]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[39]=C:\Windows\SYSTEM32\urlmon.dll
LoadedModule[40]=C:\Windows\SYSTEM32\MSVCP140.dll
LoadedModule[41]=C:\Program Files\SketchUp\SketchUp 2017\x64-msvcrt-ruby220.dll
LoadedModule[42]=C:\Windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.18470_none_9331b0df474a1995\gdiplus.dll
LoadedModule[43]=C:\Windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[44]=C:\Windows\SYSTEM32\api-ms-win-crt-runtime-l1-1-0.dll
LoadedModule[45]=C:\Windows\SYSTEM32\api-ms-win-crt-math-l1-1-0.dll
LoadedModule[46]=C:\Windows\SYSTEM32\api-ms-win-crt-string-l1-1-0.dll
LoadedModule[47]=C:\Windows\SYSTEM32\api-ms-win-crt-time-l1-1-0.dll
LoadedModule[48]=C:\Windows\SYSTEM32\api-ms-win-crt-convert-l1-1-0.dll
LoadedModule[49]=C:\Windows\SYSTEM32\api-ms-win-crt-filesystem-l1-1-0.dll
LoadedModule[50]=C:\Windows\SYSTEM32\api-ms-win-crt-stdio-l1-1-0.dll
LoadedModule[51]=C:\Windows\SYSTEM32\api-ms-win-crt-heap-l1-1-0.dll
LoadedModule[52]=C:\Windows\SYSTEM32\api-ms-win-crt-utility-l1-1-0.dll
LoadedModule[53]=C:\Windows\SYSTEM32\api-ms-win-crt-locale-l1-1-0.dll
LoadedModule[54]=C:\Windows\SYSTEM32\api-ms-win-crt-environment-l1-1-0.dll
LoadedModule[55]=C:\Program Files\SketchUp\SketchUp 2017\libcef.dll
LoadedModule[56]=C:\Windows\system32\WS2_32.dll
LoadedModule[57]=C:\Windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[58]=C:\Windows\SYSTEM32\msi.dll
LoadedModule[59]=C:\Windows\SYSTEM32\MAPI32.dll
LoadedModule[60]=C:\Windows\SYSTEM32\WSOCK32.dll
LoadedModule[61]=C:\Windows\SYSTEM32\Secur32.dll
LoadedModule[62]=C:\Program Files\SketchUp\SketchUp 2017\gdal16.dll
LoadedModule[63]=C:\Program Files\SketchUp\SketchUp 2017\avutil-52.dll
LoadedModule[64]=C:\Program Files\SketchUp\SketchUp 2017\avcodec-55.dll
LoadedModule[65]=C:\Program Files\SketchUp\SketchUp 2017\avformat-55.dll
LoadedModule[66]=C:\Program Files\SketchUp\SketchUp 2017\swscale-2.dll
LoadedModule[67]=C:\Windows\system32\MSASN1.dll
LoadedModule[68]=C:\Windows\SYSTEM32\iertutil.dll
LoadedModule[69]=C:\Windows\SYSTEM32\USERENV.dll
LoadedModule[70]=C:\Program Files\SketchUp\SketchUp 2017\TD_Gi_4.01_14.dll
LoadedModule[71]=C:\Program Files\SketchUp\SketchUp 2017\TD_SpatialIndex_4.01_14.dll
LoadedModule[72]=C:\Program Files\SketchUp\SketchUp 2017\TD_Alloc_4.01_14.dll
LoadedModule[73]=C:\Program Files\SketchUp\SketchUp 2017\sisl.dll
LoadedModule[74]=C:\Windows\SYSTEM32\VERSION.dll
LoadedModule[75]=C:\Windows\SYSTEM32\WINMMBASE.dll
LoadedModule[76]=C:\Windows\SYSTEM32\GLU32.dll
LoadedModule[77]=C:\Windows\SYSTEM32\DDRAW.dll
LoadedModule[78]=C:\Windows\SYSTEM32\api-ms-win-crt-multibyte-l1-1-0.dll
LoadedModule[79]=C:\Windows\system32\imagehlp.dll
LoadedModule[80]=C:\Windows\SYSTEM32\USP10.dll
LoadedModule[81]=C:\Windows\system32\PSAPI.DLL
LoadedModule[82]=C:\Windows\SYSTEM32\dhcpcsvc.DLL
LoadedModule[83]=C:\Windows\SYSTEM32\WINHTTP.dll
LoadedModule[84]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9600.18006_none_623f33d3ecbe86e8\COMCTL32.dll
LoadedModule[85]=C:\Windows\SYSTEM32\OLEACC.dll
LoadedModule[86]=C:\Windows\SYSTEM32\WTSAPI32.dll
LoadedModule[87]=C:\Windows\system32\NSI.dll
LoadedModule[88]=C:\Windows\SYSTEM32\WINNSI.DLL
LoadedModule[89]=C:\Windows\SYSTEM32\ucrtbase.DLL
LoadedModule[90]=C:\Program Files\SketchUp\SketchUp 2017\libtheoradec-1.dll
LoadedModule[91]=C:\Program Files\SketchUp\SketchUp 2017\libtheoraenc-1.dll
LoadedModule[92]=C:\Windows\SYSTEM32\profapi.dll
LoadedModule[93]=C:\Windows\SYSTEM32\cfgmgr32.dll
LoadedModule[94]=C:\Windows\SYSTEM32\DEVOBJ.dll
LoadedModule[95]=C:\Windows\SYSTEM32\DCIMAN32.dll
LoadedModule[96]=C:\Windows\SYSTEM32\SHCORE.DLL
LoadedModule[97]=C:\Program Files\SketchUp\SketchUp 2017\libogg-0.dll
LoadedModule[98]=C:\Windows\SYSTEM32\CRYPTBASE.DLL
LoadedModule[99]=C:\Windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[100]=C:\Program Files\SketchUp\SketchUp 2017\Resources\es\SketchUpRc.dll
LoadedModule[101]=C:\Program Files\SketchUp\SketchUp 2017\Resources\es\common_applicationRc.dll
LoadedModule[102]=C:\Windows\SYSTEM32\RICHED20.DLL
LoadedModule[103]=C:\Windows\SYSTEM32\msls31.dll
LoadedModule[104]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[105]=C:\Windows\SYSTEM32\dwmapi.dll
LoadedModule[106]=C:\Windows\SYSTEM32\ig75icd64.dll
LoadedModule[107]=C:\Windows\SYSTEM32\igdusc64.dll
LoadedModule[108]=C:\Windows\SYSTEM32\powrprof.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=SketchUp Application
AppPath=C:\Program Files\SketchUp\SketchUp 2017\SketchUp.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=B7A114168EA8C202A96266DAB55D8927