License Issue

REMINDER! If you encounter any issues with Enscape (e.g. crashes, installation problems) or your subscription please reach out to our dedicated support team directly through the Help Center or by using the Support button as detailed HERE! Thank you for your understanding.
  • Hi,


    I installed Sketch Up 2023 last week on my new laptop. Enscape loaded fine and worked fine with my license. That said though Sketch Up 2023 is a complete mess with a lot of bugs in it still so I uninstalled it and have now installed Sketch Up 2022 which is more stable. The problem is now I go to use Enscape 3.5.3+117852 and it installs but then shows the image attached where it says I have 21 days left on the evaluation. I click the Enter License Key then I paste the license key in and apply then hit ok and it does nothing. After I hit ok it still shows no key in the license box. What would be causing this. I have uninstalled 5 times now and still the same result.


    Can you help me out please?


    Thanks,


    Duane

    • Official Post

    Right away if you haven't already, please also try a full reinstall of Enscape once more, this time trying the following:

    • Uninstall Enscape, then delete the following directories: C:\Users\%username%\AppData\Roaming\Enscape, C:\Users\%username%\AppData\Local\Enscape, C:\Users\%username%\AppData\Local\Temp\Enscape, C:\Program Files\Enscape
    • Reboot your machine, close out of SketchUp running in the background, then run our latest installer again.

    Should that make no difference please kindly submit a feedback report for me so that we can investigate your log files as well for further troubleshooting. Feel free to simply include a link to this thread in the feedback submission form as well for reference.


    Thanks a lot in advance.

  • None of that worked. In fact, it made everything so much worse. Once I uninstalled and deleted everything you said I rebooted it. I installed the latest version and then got a Net::ReadTimeout with #<TCPSocket:(closed)> error followed by a huge amount of ruby script errors. On top of that, my load-up went from a few seconds to 3 maybe 4 min. Once it finally loaded in I went to the license area of Enscape added my key and got the exact same results.


    I then uninstalled everything again and my load-up time for Sketch Up without Enscape was back to being mere seconds.


    It is a brand new Alienware machine with 64GB RAM, GEFORCE 4090 Video card with I9 processor. Not sure why Enscape is being so difficult on this. It worked with 2023 SU but as soon as I uninstalled 2023 and installed 2022 SU it has been a problem. SU2022 is running amazingly on this machine. 2023 just had way too many issues.


    So what now?


    Duane

    • Official Post

    Enscape will not work so I cannot use the feedback button.

    I am sorry to hear about that of course and thanks for your replies


    In order for us to receive a report with logs to troubleshoot this further you do not need have Enscape running in the background to make use of the feedback button, you just need to have Enscape installed. Could you please try that as well? Let me know in case you run into any further issues alongside of course.

  • I have now reinstalled Enscape and still get the same license issue. It at least is not dragging out when opening SU but the license still does not work and I am down to 17 days now and it will not even let me continue as a trial. I have deadlines now I have had to postpone due to this which is not good. I have sent the feedback logs.


    Waiting 12 hours for responses is not good either. Is there not anyone in North America to do support? I was expecting this to take maybe a few hours to resolve. We are now at 5 days. So what do we do now?

    • Official Post

    I have now reinstalled Enscape and still get the same license issue. It at least is not dragging out when opening SU but the license still does not work and I am down to 17 days now and it will not even let me continue as a trial. I have deadlines now I have had to postpone due to this which is not good. I have sent the feedback logs.


    Waiting 12 hours for responses is not good either. Is there not anyone in North America to do support? I was expecting this to take maybe a few hours to resolve. We are now at 5 days. So what do we do now?

    I am sorry to hear about that of course.


    You've likely seen the response from my colleague (Daniel) already who provided further steps to allow us to troubleshoot this further, of course simply respond back to him accordingly please.


    I am also sorry about the waiting time, but in that regard it's generally best to directly get in touch with our support teams via the help center/feedback form in the future as this usually allows us to receive all the information we require right away (especially when submitting a feedback report), as well as simply having (a lot) more people available around the clock in our technical support team to allow for even quicker replies/solutions compared to the forums.


    Thank you in advance for your cooperation once more of course, and let me know just in case any other questions arise in the meantime.

  • Hi Demian,


    Could you tell me what is going on with support? This issue is still ongoing and I have reached out to Daniel 4 times now with no response. He asked me to provide info for him which I did but then after that, I have had no correspondence. I started down this error path on September 15th and it is now September 28th and still no resolution. Should I mention that one cannot run a business this way that develops renderings? This is no beuno.


    Can you update me on where we are at since Daniel is nowhere to be found?


    Duane

    • Official Post

    Hi Duane Renderboss , my colleague hast just sent you a reply accordingly.


    So in essence, please make sure you've checked out all the details in our "Set Proxy & Firewall" knowledgebase article here, as some security software on your machine may still be blocking the connection, alternatively also the Windows Defender which could be responsible too.


    If that really makes no difference at all, it would also be good to know if you're successful running Enscape with a previous version.

  • I have the same issue. the license is not connecting, something is stopping it.


    My IT guy got it to by pass for an hour or so then it came back.


    I have waited days with enscape customer service to get an email that said please go online to submit, which I cannot because the license is not connecting and then I got an email 3 days later that said please make sure you are connected to the internet. I know these are actual possibilities but what if I am having a real issue, please give me a, "and if that doesn't work, try this..." OR "click here to live chat" OR something.


    HELP PLEASE!

    • Official Post

    Hi DouglasWayne , thanks a lot for your post.


    Right away, please check out the following knowledgebase article since you are using Enscape for Mac:

    https://learn.enscape3d.com/bl…ase/proxy_firewall-macos/


    You mentioned via e-mail already that you've tried it with the firewall disabled entirely, but it may still be worth adding/checking the exceptions listed once more whether you're using a third party or the built in firewall, or of course a proxy.


    After you've followed all the steps provided, and you are still running into further issues with Enscape not being able to connect to the internet, please also let me and support know via the latest e-mail you've received (regarding checking out the linked knowledgebase article as well).

  • Hey Demian Gutberlet thank you for this!! It was a huge help to test all of this out.


    However it didn't work. I have attached a PDF showing the situation that I cannot resolve. I also tried it with the firewall on and an exception but I have no clue how to make sure these URLs are part of that exception. I looked everywhere but couldn't find it.


    Anyway I am unsure what to do next. There were also a few bugs in the license website that I have noticed just now it wouldn't let me log in, I just got a 403 error and over the weekend I wasn't able to see my account info a all it just kept spinning. I have full Wifi and I have tested multiple connections with the same result.


    If you have more info/solutions please let me know!!


    Thank you!

    Douglas

  • You've got some filters active there, what are they?