3ds Max 2017 Crashing on Scene Open

[lee_j_keith]

Hi,

I just recently moved from 2015 to 2017, and every scene that I try and open that uses xrefs crashes on open. I've tried rebuilding the master scene in 2017, and it works fine until you need to re-open it. It's not a problem with the scenes, but rather a problem with Nitrous. The only way I have been able to work with my scenes is to revert back to Legacy Direct3d, which has it's own set of issues. I have submitted numerous CER reports on these crashes, logged a bug report, and have gotten no support thus far. Today one was submitted: CER_138336914, in case someone at Autodesk support sees this. I'm running on Windows 7 with supported graphics hardware, which makes this more of a nuisance since Autodesk documentation claims it should be working. Really need a fix for this as it is crippling the use of the product.

thx

[Alfred.DeFlaminis]

Hello @lee_j_keith,

Thank you for the informative post.  Submitting the CER reports doesn't generally initiate a support request but that information does get saved.  I am accessing your report now.  Posting here in the forums is the best way to go about it and I usually respond to threads within 2 or so days of posting depending on my current case load.  In absolute emergencies or if it's been longer than the normal wait time, you can drop an @ symbol with my name after it and I will appear faster.  

I see that the crash is related to your graphics drivers, so it's not surprising that Nitrous is interfering with this issue.  Can you please let me know your current GPU make/model?  It may be there there are some damaged .net or C++ libraries which might be interfering, and if you'd like I can take a look at your event viewer logs and see if there are any clues there.

Nitrous does have a bug or two regarding XRef's and materials but I have no notes on it causing a crash.  If you'd like I can also setup a private folder an investigate the file on my end to see if I can repro the crash.

Best Regards,

[lee_j_keith]

Hello,

I have a Quadro 6000. The workstation was just rebuilt with a fresh Windows 7 install, so all the drivers should be good. I didn't realize I had a support contract when I posted this, so I have since submitted a case & test scene to have this investigated. Should I just keep working with them?

thx

[Alfred.DeFlaminis]

Hello @lee_j_keith,

No problem at all, there are two main people that will help when you escalate with the Gold support package.  One if the 3ds Max knowledge domain expert named Jon Bell, and he's sitting two feet from me.  The other is the talented Dominique who works in Boston but at the end of the day we all connect on Skype.  

If I'm being totally upfront, you'll probably get help faster with the phone support because I need to answer posts in order as they come in.  I go from oldest to newest so that does mean that it takes me a bit longer to address things than the instant 1 on 1 support you get with the paid support package.  However I don't want you to think I am attempting to bail on you, I'm not and I'll help in any way possible.  If you have a ticket with Jon or Dominique you should probably go with that because there is the phone and teamviewer option which means you may get a solution faster.  

Thank you for letting me know, and if you change your mind it's no problem and I'll be here to help you 5 days a week.   Have a great weekend!

Best Regards,

[lee_j_keith · Accepted solution]

So the culprit in case anyone else is having similar crashes was the view cube. Disabling it resolved the crashes.

[Alfred.DeFlaminis]

Hello @lee_j_keith,

Thank you for the update in the thread, much appreciated.  Seems the viewcube is at the center of a couple issues right now.  Have a great weekend.

Best Regards,

[Anonymous]

I am getting the same issue with Max 2016. I tried opening a file from 3ds max 2011 (64 bit) in 3ds max 2016 and it does not open. I just get an error dialog with generic information about an error and that the application will close (not helpful at all) and the app closes. If I open Max 2016 and merge the file, it works, but I do not want to have to do this. I disabled the view cube, but the crash still happens. I do not believe that the file has anything in it that should cause this but I need it resolved. 

I cannot put up the file as I am under an NDA, so if anyone has any info on why max 2016 cannot open a file from an earlier version of max, I would be grateful.

I do hope that future releases of Max are thoroughly tested instead of waiting for the community to report bugs and then getting a service pack to resolve issues that should have been sorted before release as issues like this waste time and create resentment for the company for continually releasing apps that have problems.

I do not need an apology or creator sympathy as they are hollow gestures, I just need an app that works as it should and which justifies the price tag for the app.

[Alfred.DeFlaminis]

Hello @Anonymous,

In a general sense, starting a new thread for new issues is best.  Each user has specific conditions that could lead to a problem, and the viewcube is unlikely to solve many other users issues.  If I find a solution to your problem here, nobody will ever know because the solution cannot be marked as this isn't a thread about 2011 opening in 2016.  

My first thought is that you were using a version of a renderer that you no longer have installed, or a render feature that no longer exists in 3ds Max.  It's likely that merging works because it doesn't have to load render settings.  You should refer to your development notes about which software or plugins were used for that scene back in 2011/2012.  Normally you should simply get an error message but without access to the file or knowing anything about it, there's not much I can do in this case.  I would try to open it in an earlier version and resave if it's critical.  

Best Regards,