Submitting scene-related reports to Chaos Support

Updated October 31, 2025 11:14

This article explains how to prepare an effective error report so our Support team can reproduce and resolve issues quickly.

Overview

As with any piece of software, it is possible that users occasionally face bugs like artifacts, crashes, errors, etc. - in such cases please contact the Chaos Support team.

The Chaos Support will investigate the report, determine the cause and where possible - provide a suitable workaround, so that you may continue working on your project, while our teams resolve the issue.

To make the process as smooth and efficient as possible, it is greatly appreciated when sufficient information is provided.

Submitting a Report

Make research prior to reporting - the issue might have already been discussed and fixed. Checking the Chaos Forums or a quick Google search can help you find a solution or a workaround.

1. Describe the issue in detail

Keep it brief, but clear. A shortlist of steps to reproduce the issue is always helpful, and feel free to provide any additional information. Be precise - make sure to report the exact names of features, functionalities, UI element states, and options.

2. Provide information about the environment

V-Ray version and Build number. To find a detailed guide on where to find the exact V-Ray version information for each host platform, please visit: How to Find Chaos Product Version. The exact software build version helps identify the state of the code in which a potential bug is located.

Host platform. Be specific about the host platform version you are using, e.g. 3ds Max 2026, SketchUp 2025, Rhino 8, etc.

Other Plugins and Extensions. Mention third-party plugins used in the scene, such as Forest Pack, MultiScatter, RailClone, etc. Make sure to include details about their version.

Hardware information. Hardware specifics may be crucial when trying to replicate a bug. Provide information about both the CPU and GPU used. When the bug involves GPUs, share the GPU driver version as well.

How to gather the hardware specifications for each OS:

Windows: Click Start and type “System information” > Click “System Information” in the search results. Most of the details (CPU, OS Versions, RAM) are displayed on the first page in the System Summary category. To check details about the GPU, click “Components” and then click “Display”;
Alternatively, open “System Information” and click on File > Export > Save to save a text document with the information and send it to Chaos Support.
macOS: From the Apple menu in the corner of the screen, choose “About This Mac”. An overview of your Mac should be visible, including its model name.
Linux: In the terminal, type the following command lines:

sudo lshw -C display ; sudo lshw

GPU driver version. Share information about the GPU driver version:

Windows: Open the Windows Start menu, type "Device Manager," and press Enter. Click the drop-down arrow of Display Adapters, and you should see a list with the names of your GPUs. Click on the GPU name with the right mouse button and choose Properties. Go to the Driver tab and let us know the Driver Version number.
macOS: Click on the Apple logo, then choose About This Mac. Click on System Report and Scroll down the left hand list until you get to Extensions under Software. There you will see the Driver version.
Linux: Open Console and type:

glxinfo | grep "version string"
look for OpenGL version string:

Operating system. The Software may perform differently depending on the operating system. Share information about the operating system and its version.

3. Provide reproduction steps

Provide an extensive list of steps to reproduce the issue. Let us know if the issue is only reproducible with a specific project, or on any scene, even a new one. Example:

Exicting project
New file

Open the project file “project-01.max”

Select camera 1

Select frame 428

Render

Issue: the image is too bright or there are artifacts

Make a sphere

Add a dome light

Make a 75 frame animation

Enable V-Ray GPU rendering

Render the whole sequence

Issue: some frames render black

4. Provide a screenshot or record a video/gif

Attaching a screenshot that clearly illustrates how the issue looks like when it is reproduced will help ensure that Chaos Support is on the right track.

Recording a video of the screen showing each step is just as easy and is quite helpful. There are a number of free and easy-to-use screen-capturing tools on the internet. Take a look at How to record a video for the Chaos support article.

5. Provide logs and Crash Dump files

These steps should supply the Chaos Support team with sufficient information to work with. If a bug is reproduced, it is added to the internal bug tracking system, from where the developers pick up the case. Otherwise, the Support team will request additional information.

V-Ray Log files. The V-Ray log files are usually located in the workstation’s Temp folder.

Windows: C:\Users\<Username>\AppData\Local\Temp (or type %temp% in the file explorer’s address bar) and look for the latest .log files by checking the time of their creation.

Linux: /tmp/
macOS: Users/***/.Chaos/V-Ray\ for\ SketchUp/VRayForSketchUp.log

Crash Dump files. When a crash occurs, a dump file is generated, containing information about how the code was executed. It is helpful for developers to use in the debugging process. The dump file is automatically stored in the following locations depending on the operating system:

Windows: C:\Users\<Username>\AppData\Local\Temp (or type %temp% in the file explorer’s address bar) and look for the latest .dmp files by checking the time of their creation
Linux: /tmp/
macOS: /Library/Logs/DiagnosticReports (system-wide) or ~/Library/Logs/DiagnosticsReports (user-wide) directories

Use this guide as a reference on how to generate crash dump files in cases where an error report window was not shown (crash to desktop): Creating Dump Files.

6. Providing working files

Any file that can help identify and replicate the problem is useful. It ensures that the report is well understood by the Support team and sets a focus point when working on the issue’s reproduction. For example, when having trouble with animation flickering, provide a few rendered frames where the flickering is visible.

There are a few key files that you should always attach:

Render outputs. Share images and specify where the issue is visible.

Project files. Providing the project files is essential for reproducing the problem.

They act as a foundation when working on an issue’s fix. Make sure to include all external assets that are crucial to replicating the issue - such as proxy files, textures, or simulation caches. Include any assets used by Third-party plugins such as ForestPack, MultiScatter, Yeti, etc. in the scene if they are relevant for the reproducing of the issue.

Take a look at How to upload files to Chaos Support article for specific instructions for each host application.

7. Submitting all collected data

Use one of the following methods to share files securely with our team:

Package the data: Use any convenient archive type such as .zip, .7z, etc.
Provide access details: Ensure sharing permissions or credentials are included if needed.
Send by Email (only small files): Attach the archive directly to your email reply.
Preferred method: Use our contact form uploader to upload up to 100 GB and 100 files - no external platforms required.
Large projects: In cases where the project files are large and cannot be sent through any of the above-mentioned methods, the Chaos Support team will provide access to secure servers, where the data may be uploaded.

Exicting project	New file
Open the project file “project-01.max” Select camera 1 Select frame 428 Render Issue: the image is too bright or there are artifacts	Make a sphere Add a dome light Make a 75 frame animation Enable V-Ray GPU rendering Render the whole sequence Issue: some frames render black