Enscape crash with Sketchup on Mac

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  • Hi,

    Since January I have only had problems with Enscape which bugs a lot.

    I will say that I manage to open it once out of 5. The other times either the window does not open at all or I get an error message: Enscape application quit unexpectedly.


    I work on Sketchup 2023. I downloaded and re-installed Enscape and its latest version. My computer is a MacBook Pro M1 Max 64 GB on Ventura 13.5.1


    My questions :

    1. Why does it bug and how do I keep the application working?

    2. When I manage to open it, rarely so, the video emoticon was greyed out and inaccessible. Why ? How to make it work? I really need a quick answer because I have a lot of client renderings to do and I waste a lot of time finding solutions.


    For information, as the application bug i can't open the feedback window


    Thank you a lot for you help !


    Audrey

    • Official Post

    Welcome to our Forum Audrey , I am sorry to hear about these issues.


    Regarding 1.:

    In order to investigate this without the feedback button working we would need to receive the Enscape logfiles from your machine. To send us your log files manually you will have to make hidden files visible in the Finder. To do this make sure that you are in the Finder (see if “Finder” is written in the top left, next to the Apple symbol) and hit “Command” + “Shift” + “.” together once.


    Then go to Macintosh HD -> users -> [your user folder] -> Library -> Application Support -> Enscape -> Data -> Logs


    Please copy the files/most recent file in this folder and send them in via our Help Center as detailed in the second half here, so that our Mac specialists can have a look at this.


    After you have send the log file to us you can set the visibility of hidden files back to its usual state by pressing “Command” + “Shift” + “.” together once more while in the Finder. Hidden files should now be invisible again.


    Regarding 2.:

    The video editor is not yet available on Enscape for Mac. We are still in the process of developing full feature parity, and while there is no exact release date I can share yet, you can be assured it's being worked on.


    I hope that helps and thanks a lot in advance for your cooperation!