The Chaos Support teams are your point of contact for when you have any questions about Enscape, when you’re experiencing difficulties with the software or with your licenses or even when you’d like to share your feedback and recommendations about how we can improve the Enscape experience.
We understand that our customers are at different stages of their journey in the field of 3D and rendering and we’d like to make sure that everyone gets as much assistance as they need in order to quickly go back to creating.
Here’s how you can help us help you more effectively and quickly.
First steps before contacting Enscape’s Support
Before you create a ticket, there are a few things, which we would definitely recommend you check first. Quite often you might be able to solve the issue on your own simply by ensuring that you have:
- Updated Enscape
- Updated the drivers of your graphics card - NVIDIA | AMD
- Updated the CAD application
- Updated your macOS (only applies to Mac users)*
- Confirmed that your workstation meets the Enscape system requirements - Windows | Mac
* Please ensure that the CAD version you’re using is compatible with the latest version of macOS before updating.
Sending a report or a ticket
If you are experiencing any issues while using Enscape, the most reliable way to get as accurate an answer as possible is to send us a report.
For all other purposes, including being unable to send us a report, you can create a ticket through the ‘Submit a request button’ in our FAQ page.
What information is needed
Both when sending a report and creating a ticket, any additional information you share could prove to be instrumental in our ability to provide you with a solution more effectively.
Here are some examples of what you can optionally include:
- A short description of what the issue is;
- What action triggers said issue;
- If this is happening only with a specific project, or with all (even a newly created one);
- When did the issue first appeared;
- Try to recall if you did anything prior to the issue, be it an update, if you imported a third-party asset, installed another plugin, etc.
- Any other information you suspect might be useful.
Here’s how a very helpful message would look like: “I’m getting an error message every time I press the ‘Start Enscape’ button. It’s happening only with this project and it started when I installed the new Enscape update. This specific project is saved on our team’s shared cloud storage.”