How to report issues - 3ds Max – Chaos Help Center

How to report issues - 3ds Max

Introduction
Quick links
1. If the Autodesk Error Report Window is Available - Reporting Crashes - Collecting the Minidump File
2. If the Autodesk Error Report Window is not Available - Reporting Crashes, Errors, Freezes - Collecting the Minidump File
3. Reporting Rendering Problems (Possible Bugs, Incorrect Rendering, Problems with Lights, Materials, etc.)
4. Reporting Exceptionally Slow Rendering
5. Reporting Problems with Distributed Rendering

Introduction

If you encounter an issue and you are not able to solve it by yourself, the best idea is to contact us. A properly prepared report will be easier to understand for our team and will also guarantee that the problem is fixed as quickly as possible. A chaotic, vague description will usually bring the opposite effects - it will be hard to understand for our support team and developers, and analyzing it will require additional time and effort.

Here are some guidelines on how to prepare error reports, and how to do it properly:

Include as much information about the problem as possible, such as:

What is the main problem?
Describe the problem in one sentence. Do not mention any other problems that you are experiencing at the same time, even if they seem related. It is best to include one issue per report.
Good example: "3ds Max crashes when creating a Corona Light object"
Bad example: "My 3ds Max crashes and I don't know why.... maybe it is related to the other bug I reported on the forum! Please help!"
Short description of what exactly you did right before the problem appeared, and what exactly happened afterwards.
Good example: "I selected my active camera, then created a new Corona Light object, then enabled "visible in reflections" option. When I tried to render, 3ds Max crashed with the attached error message."
Bad example: "I click render. Then computer freezes."
In case of crashing or freezing - attach a 3ds Max minidump file (more details how to do it can be found below in points 1 and 2).
Add screenshots of render settings, material editor, or any other UI elements that might be helpful.
If you changed some render settings - show us what settings you are using.
If you created some non-standard material (maybe using a plugin?) - show us your material setup.
If there is slow rendering, problems with pre-rendering stage, etc. - show us the "stats" panel of the Corona VFB.
Attach any other screenshots that you think may help us identify the problem. The more, the better.
When submitting your support ticket, attach your problematic scene.
We provide an option to attach large files in our support ticket submission form. If you do not have any files that you could attach, or if you think something isn't working right, please skip this step and send us your message without any files. Our support team will ask you for files later and will explain how to attach them.
If possible, send a video showing the issue.
Videos are priceless when it comes to reporting bugs, and if we are able to reproduce a bug on our end, then there is a high chance that we will fix it. Recording a video can be a time-consuming task though, so we can understand it if you simply do not have time for this, or do not want to do it. A good freeware application for screen recording is OBS Studio.

Other guidelines:

Use points (1...2...3...) and short, easy to understand sentences.
This is much more convenient than writing long, elaborate descriptions.
Report your issue in one place only, rather than sending us messages through the forum, support portal, bug tracker, and by email at the same time. Duplicate reports may cause a lot of confusion, and in turn will make the problem-solving process much slower. It is best to report the issue in one place, and patiently wait for a reply.
Always provide information which Corona and 3ds Max version you were using.

Quick Links

https://corona-renderer.com/link/contact-support

Submit your report as a support ticket. (bugs, technical issues, rendering problems, licensing questions, payment issues,...)

Your report will be logged as a ticket in our support system, and one of our agents will contact you as soon as possible.

https://corona-renderer.com/forum/index.php?board=2.0

Bug reporting forum section.

You are welcome to report bugs on our forum. There is a chance that our support agents or developers will spot our forum thread and will contact you about further information, or that the Corona community will provide you with help without the official team's intervention. This method does not however guarantee that your issue will be thoroughly checked by the team, and there is a (small) chance that it will be overlooked. Using the support portal is definitely the preferred solution for dealing with serious bugs and urgent help requests.

1. Crashes - Collecting the Minidump File when Autodesk Error Report Window is Available

If you experience a 3ds Max crash, please explain what exactly happened before the crash (what button you clicked, what error message appeared, what key you pressed,...), and include the minidump file (.dmp):

What is the minidump file?

A minidump file contains information that allows us to understand an issue (such as what exactly happened during the 3ds Max crash or freeze), and helps our developers provide a fix, or at least an explanation, as soon as possible.

How to get the 3ds Max minidump file?

When 3ds Max crashes, it usually displays "3ds Max Error Report" window. To find the location of your minidump file:

1. Do not close the error report window during this whole process

2. Click on "Report Details"

3. Click on "View report content":

4. Go to that location and find the .dmp file.

5. 3ds Max sometimes saves additional minidump files in:

C:\Users\_username_\AppData\Local\CrashDumps

Go to that folder and look for any minidump files with the date corresponding to the crash you are reporting. Attach any additional minidumps from this folder to your report too.

6. Archive all minidump files using software of your choice (.zip, .rar, .7z will work fine) - this way each file may get even 10 time smaller which makes it easier to upload and download!

7. Send it to us along with the description of the problem. We provide an option to attach large files in our support ticket submission form. If you think something isn't working right, please skip this step and send us your message without any files. Our support team will ask you for files later and will explain how to attach them.

Additionally, please provide us with information which Corona version you are using!

2. Crashes, Errors, Freezes - Collecting the Minidump File if Autodesk Error Report Window is not Available

If you are experiencing a recurrent error that you are able to reproduce (for example a window shows up in 3ds Max saying "DEBUG ALERT" or 3ds Max freezes in a certain situation):

1. Simply download and use this tiny application to capture the minidump file:

Process Explorer

2. When the error message appears, or during the freeze, run Process Explorer, find "3dsmax.exe" process, select it, and go to Process > Create Dump > Create Minidump..., then save the file in a desired location.

3. 3ds Max sometimes saves additional minidump files in:

C:\Users\_username_\AppData\Local\CrashDumps

Go to that folder and look for any minidump files with the date corresponding to the crash you are reporting. Attach any additional minidumps from this folder to your report too.

4. Archive all minidump files using software of your choice (.zip, .rar, .7z will work fine) - this way each file may get even 10 time smaller which makes it easier to upload and download!

5. Send it to us along with the description of the problem. We provide an option to attach large files in our support ticket submission form. If you think something isn't working right, please skip this step and send us your message without any files. Our support team will ask you for files later and will explain how to attach them.

Additionally, please provide information which Corona version you are using!

3. Rendering Problems (Possible Bugs, Incorrect Rendering, Problems with Lights, Materials, etc.)

If you can't find any solution to your problem in our helpdesk and you suspect it's a bug, please submit a new support ticket. Describe your problem carefully and include the problematic scene if it's possible.

The best way to save the whole scene with all models, textures and other assets is using the "Archive" option in 3ds Max. If your scene is still big after archiving it, it is best to simplify it as much as possible while still preserving the problem. You can then attach your files in our ticket submission form.

Archive option in 3ds Max:

When submitting your support ticket, attach your problematic scene.
We provide an option to attach large files in our support ticket submission form. If you do not have any files that you could attach, or if you think something isn't working right, please skip this step and send us your message without any files. Our support team will ask you for files later and will explain how to attach them.

4. Exceptionally Slow Rendering

If your rendering proceeds exceptionally slow, you should also submit screenshot of the stats panel from Corona VFB along with the bug report, as it may include crucial information. (See: 3. Rendering Problems")

5. Reporting Problems with Distributed Rendering

If you encounter problems with Distributed Rendering and you can't find solution in Distributed Rendering Troubleshooting section, please submit a new support ticket with the description of the problem and additionally attach the DR logs from the unsuccessful rendering.

We will analyze the log files and will return to you with our findings as quickly as possible.