SU Checkup freezes, SU2017 won't start

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.

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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

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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?

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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® 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.

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

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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
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LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
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LoadedModule[10]=C:\Windows\SYSTEM32\WINSPOOL.DRV
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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
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LoadedModule[22]=C:\Program Files\SketchUp\SketchUp 2017\TD_Db_4.01_14.dll
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LoadedModule[28]=C:\Program Files\SketchUp\SketchUp 2017\common_application.dll
LoadedModule[29]=C:\Windows\SYSTEM32\OPENGL32.dll
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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
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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
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LoadedModule[66]=C:\Program Files\SketchUp\SketchUp 2017\swscale-2.dll
LoadedModule[67]=C:\Windows\system32\MSASN1.dll
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LoadedModule[69]=C:\Windows\SYSTEM32\USERENV.dll
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LoadedModule[71]=C:\Program Files\SketchUp\SketchUp 2017\TD_SpatialIndex_4.01_14.dll
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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
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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
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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
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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

@Moniorteg Monica, you have the same issue as I explain in the above post:
SU Checkup freezes, SU2017 won't start

(1) You need to update your Intel graphics driver to 10.18.10.4061 or higher.
[You currently have version 10.18.10.3355 which does not support SketchUp.]

(2) In addition, please download and install SketchUp 17.2:
https://www.sketchup.com/download/all


If you have any other issues running SketchUp 2017, please see
this troubleshooting post by Ty from the SketchUp Team:


Other readers please first run the newest version (17.2 or higher)
of SketchUp Checkup before looking for WER reports.
Get Checkup here: https://help.sketchup.com/en/article/3000318

If you still cannot get SketchUp 17.2 (or higher) running and need to post a WER report, then …

Rename wer log files to SketchUp2017.wer.txt and attach to a post. PLEASE do not paste the entire file into posts!

2 Likes

Hey, thanks for your response, it seems that my graphic card is ASUS custom made, I’ve contacted ASUS and they said they don’t have any newer update for the driver, I guess I’ll have to buy a new graphic card.

@Moniorteg, Intel graphics would be soldered onto the MB or integrated into the CPU, so the chances for updating that computer’s graphic card may be greatly limited.

Try SU16. Not only are the OpenGL requirements less onerous, but if you graphics driver doesn’t fully supply the required OpenGL requirements, there’s an option to have the CPU do all the work.

Monica, please run Checkup and then attach the .sulog file to this thread.

Hello.
I just bought a used laptop. Samsung with an Intel 4000 graphic card.
The latest driver from Samsung is that 10.18.10.3355.
So I cant use Sketchup 2017.
Is there any way to swap the OpenGL driver file from a newer driver?
Or anything?
Or I need 1000 dollars to buy another laptop.
Thanks a lot.

I expect you’d need to contact Intel on that.

Hello.
I found a fix for my Samsung laptop with Intel 4000 graphic card to run Sketchup 2017.

  1. I installed the latest driver available from the manufacturer (Samsung). It was only available for download when using the latest Samsung Update application that can be downloaded from Samsung website. The version is: 10.8.10.3xxx

  2. After that I downloaded 10.8.10.4061 driver from Softpedia:
    http://drivers.softpedia.com/get/GRAPHICS-BOARD/INTEL/Intel-Iris-HD-Graphics-Driver-1018104061-64-bit.shtml
    And installed the driver only using the Driver Manager -> Update Driver -> let me choose… Browse…

  3. After this update Sketchup 2017 is already working but I loose the ability to adjust the screen brightness with the Fn buttons or any other way (Power Options in Control panel also not working). But there is this fix:
    https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware-winpc/cannot-adjust-brightness-in-win-10-samsung-laptop/3409782e-f867-4b2a-ab7e-d8e2405e702e
    You just use RegEdit as admin, edit that key, reboot and everything is OK!

Enjoy! :slight_smile:

1 Like

Please don’t post in multiple threads. Choose one.