Need new customer service person
acecombs_b317c01b8d
Posts: 100
I have had a support ticket with DS for several months now and I'm afraid that the person who has been handling this issue is simply too inexperienced to fix the problem. Several times they have had to consult with more senior staffers because they say they're new to support. I have sent them log files, .duf files, and described the issue over and over again but they keep asking for more information. I'm very frustrated--I think they're stalling and I would like to get someone more senior to work on this. It shouldn't be an insoluble problem--if it is, then I am out the thousands of dollars I have spent on DS assets and my business is dead. Is there any way that anyone knows of to contact Daz and ask for a new support person? I don't want to get this person in hot water--they seem to be sincerely trying to help--but I don't think they understand the problem or the urgency of the situation.
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Comments
sadly not every issue can be reproduced on another machine
saw yours is a Mac Sierra issue and noticed a few seem to have iray issues
I am a Windows user so no help there
am only curious if maybe 3delight works better on your machine, not ideal but might eliminate the actual scene saving etc as the issue, if you can troubleshoot what scene factors actually causes the issues on your own machine which someone else obviously cannot (they can only look at log files and deduce) you may be able to provide more information.
I think it might be more Nvidia's issues with iray and Mac than DAZ myself but just guessing
needs to be addressed obviously but the poor CS person only takes the calls, replies to the tickets, the developers have to address it.
These forums are user-to-user and sometimes we can help each other as we may have encountered the same problems and perhaps have a solution. You will need to outline your problem so that recognize or can try to reproduce the problem. Make sure to provide version numbers for software, and your computer configuration plus anything else you think will help us help you.
Hello!
I run DS on OS X 10.13 and I have no problem, so there must be something in your setup that causes this, but it's not easy to find.
I can take a look at your problems, but I need to understand the full scope of it before I can understand it.
There is one other thread with a logfile that tells me the CMS cannot be connected to or the CMS database has been severely corrupted can happen with a disk error or a power shortage at a very bad moment.
So, to establish a baseline of your problems, I need to get this information:
- Is the CMS (Content Manager System / Smart Content ) working at all?
- When do DS crash? Is it while rendering? While editing scenes?
- What content are you loading? .Duf, .daz or poser content?
I am on Sierra 10.12.6---I have avoided High Sierra because it took me a while to get Nvidia drivers dialed in. My machine is Mid 2012 Mac Pro with 2x2.4 GHZ 6-core Intel Xeon, an Nvidia GeForce GTX 1070 with 8 GB, several terabytes of storage and 64 GB RAM. The 1070 has a separtae power supply and my main monitor is a Wacom Cintiq 21UX 2. All the drivers are up to date. It crashes only after the file has already been open and worked on but after I've closed it and later reopened. It used to happen on just complex files but now seems to crash no matter the number of figures, but only with some files. I only am using .duf files--no poser, no .daz. At the request of the support person, I have reinstalled (twice) and moved all 3rd party content to a separate folder. I have deleted and reinstalled any Zevo products I had at their request as well. I have emptied caches, tried CMS off and tried it on--no connection issues. I have sent a half dozen log files and a couple of .duf files to support. Once a file starts to crash, it often crashes even if I load it in a bounding box drawstyle, and after the first crash, before which I may have had some time to work on the file, it seems that some files always crash upon loading. Some don't, some don't crash at all, but most of them do crash and won't open again without crashing.
I have had the same problem with G3 and G8 files, Daz and Renderosity files, files with environments and files without. I have posted this issue twice on these forum and opened two support tickets. Even Richard Hazeltine had a stab at it, but I still am stymied and getting more and more frustrated. I also use Modo, Photoshop, Illustrator and Zbrush and these all run like a charm so I don't think it's a system problem.
Do you work i OpenGL Preview or Iray preview mode?
And what you decrible realy looks somehting really weird. I run 2 MacPro 2012 and a MacPro2014, but only one has an nVidia card.
Regarding the "after I've closed it and later re-opened it" part, are you closing D|S out completely, or just closing the scene, leaving D|S open to work in another scene, closing that one and re-opening the first one, where upon it crashes?
If you're not closing D|S out completely, there could be an issue with something not terminating, and upon reload, it encounters its own duplicate, which causes the crash.
If you are closing out D|S completely, it may not be fully terminating. Is there some sort of "Task Manager" style app you can run that shows processes that are running?
Does Sierra allow you to allocate RAM to a program? It might either be not enough or too much (as crazy as that sounds for a 64-bit program, but these things happen).
I actually never work in Iray preview. I do all the work in texture shaded or wireframe views. If it hasn't crashed I'll sometime switch to Iray preview to see how something will look in a render, but the response time for edit is too slow for me to make changes in iray preview. I don't exit the program in iray preview either--I usually switch back to texture shaded before quitting. Most of the crashes occur in wireframe or texture shaded.
Actually, if DS is slow to close (which happens a lot) I will force quit it. In the case of the crashes it's easy to confirm that DS has quit because of the dialog that pops up. The other thing I should mention is that this became a problem after 4.10.0.123 was released. I'm not sure about allocating RAM--I know Photoshop has a RAM setting in preferences but I don't see anything in the DS preferences. I have both the gpu and cpu enabled in advanced render settings, but since I don't render I'm not sure this makes any difference. With 64 GB of Ram and 8GB on the video card, if the RAM allocation is automatic, then there should be plenty of memory available.
The "slow close" is a symptome of DS has alloacted a lot of memory for many different things. I see that too, but I let it take it's time to prevent it from not correctly update preferences settings or handle any other important shutdown task.
Do you have any crash logs from when i crashes while working in it? Can you post it here ? I would like to take a look might give me a hint on where it crashes, which then points to what action to try.
Normally I'd agree with this sentiment. I have patience with trainees because people have to start somewhere. But since my livelihood is on the line, I can't wait while the csr consults with someone more senior--it just adds a layer to the process and slows down the response time. I'm not sure the csr understands that someone who uses DS for work can't keep sending files that crash, logs, and doing reinstalls. They asked to see a screen shot of what my DS looks like when it crashes. I avoided pointing out that what my screens look like when DS crashes is my desktop but it made think that the csr doesn't understand that these are hard crashes, not freezes. My Mac setup is pretty vanilla (excluding DS) so I find it hard to believe this is an intractable problem.
I still say, I would like a crashlog as I've got 30+ years of excperience reading crashlogs, 19 of them on OS X. Two crashlogs from two separate crashes are the best, the you can rule some things out or some things in, depening on the stack trace.
The main issue here is that as it works for most people, what needs to be found is what "makes your setup special". it can be something simple as a "Font utility" (been there seen that), or a "Window enhancher addon" (been there too). Computers with software are complex beings, and what usually causes crashes that only strike a few users is a combination of things installed that together causes an unstable environment for program X. Without finding that, you will never get it stable,
Please bear in mind that the customer service team are not the DS developers and, regardles of experience, may well need to take more technical questions to those who are. The same is likely to be true with some content questions, or website questions.
Totte is your best bet for help. I believe he has far more experience in things related to your problem than Daz customer service does. He is a busy PA, but also a Daz Community Volunteer, here to help users in the forums. He has been generous in offering his help. You would be silly to pass it up, I think.
I agree with the other suggestion to give your crash logs to Totte, I know nothing about daz programming, haven't met Totte because I'm relatively new and don't work at all with Java which I know is something that Daz uses for scripting. If I were you and someone is experienced and offering, don't hesitate, take them up on the offer while its still open.
I understand what it is like when work is on the line, if I were in your shoes I would be frustrated too. One thing I always keep in the back pocket is an installation package image with a fresh install backed up and ready to replace or roll back to a clean environment in case something affects my machine although my work is as an analyst in software development but it still is a critical thing that my systems environment be controlled.
Worse case, create a partition drop in the OS your basic drivers, your Nvidia drivers and Daz, link to your installation content folders and get the job done and then go back to trouble shooting when your not on the line.
I'll pull together several crashlogs--would you rather see the logs from ~Library/ApplicationSupport or from Daz troubleshooting help (they seem to differ at times)? I appreciate you're being willing to look at the logs--this has been a trial. I'll send these as soon as I can get a couple of crashes set up--I assume it will be better to see the log file from a fresh setup so that you can see the steps used in the setup as well as the crash. Thanks also to those who recommended going this route.
Use /Applications/Utilities/Console.app to grab the crashogs. The are found in the left side panel, which if not visible, you need to open it.DS log, the log.txt from DAZ Troubleshooting can also be of interest, at least one as it's a growing log, but might contain some interesting information. Snatch it asfter the crash, before you start DS again, so I can see what the last entries were before the crash.