Refund Request: Cloud Render

[Anonymous]

I've been trying to get cloud render to render these properly. We need to print these out tomorrow. I would like proper render for the incorrect ones and a refund for the extra test ones. I also don't believe I was refunded for the renders that failed a few months ago that I reported.

Thanks

Luke

[schneik-adsk]

So that I can get you correct answers quickly, can you help me with specifics.

1. What is improper with the render? Specificaly?
2. I will ge the team looking at the failed renders, do you have a rough timeframe to help us narrow down the search? 
3. Were the renders done with your account?

[Anonymous]

Hi there, see how in viewport my file has three black keys?

All of the renders that do not have three black keys are incorrect.

These were all done today. Only the paid ones are the ones I am concerned with.

They were all done with my account.

Thanks!
Luke

[schneik-adsk]

I see that there are "green watches" in the strip of cloud renders along the bottom.

Are you looking at renders of a version before the render with three black keys has finished?

One way to access cloud renders are thru the dedicated rendering site: https://rendering.360.autodesk.com/ Log in here and peruse thru the versions.

It may be that you have a few versions queued up for render and you are not seeing the three black key images yet.

[Anonymous]

Four images rendered incorrectly, three of them can be seen plainly in the screenshot I attached. I assume you have access to my account and can verify this. Thanks.

[schneik-adsk]

One more question. Have you save the version with three balck keys?

[schneik-adsk]

I do not have access to your account. Two new questions:

1. By your reply are you saying that you are now seeing three black keys in your renderings?

2. Hopefully you saw that other post where I asked if the version with three black keys is saved?

[Anonymous]

I kept adding appearances to keys that already had the black appearance until they rendered properly. I'm requesting that the incorrect ones be refunded. Thank you.

[daniel_lyall]

its looking good luke well done

[hutchij]

Hi Luke, 

    I responded to your other post on this issue last month. Based on that post, we found a defect and we have a fix staged for the next release. However, it would really help to get your file to verify that it's indeed the same issue. Also, we will offset these incorrect results with free renderings, however that mechanism is not yet complete.  I will contact you when your balance is adjusted. 

Thanks again for reporting this issue, 

John

If you choose to share you file, you can send it directly to me at john.hutchinson@autodesk.com. 

[Anonymous]

Hi John,

What I had to do was keep applying the appearance and test rendering. It seemed that applying the appearance worked like an on off switch. If it wasn't working and you applied it again, it would work. If it was working and you applied it again, it wouldn't work. Seeing as how I was able to get it working by adding, checking, adding, do you still need the file?

[hutchij]

Hi Luke, 

    The bug we found was related to the rules of material assignment. We found that in some corner cases, the cloud renderer would use the material applied at the component rather than the material applied further down in the tree. But there was some intricacy to the fix. 

I would still love to get your file - back at an old version where the cloud rendering results were incorrect. THis will help me confirm that we fixed your issue. 

Thanks,

John

[Anonymous]

Hi John,

I'd be happy to try and break it again but I'll need my tests refunded.

[hutchij]

Hey Luke, 

       I would really appreciate having a version of the file that renders incorrectly. THere are two ways to approach it: 

1. Recreate it. You can render it in the cloud without using credits by using "standard" quality below 1 Megapixel. But if you choose to use credits, don't worry about it, I'll make it up to you with free credits.
2. You could go to A360 and find a version of your current model that rendered incorrectly. You could promote that version and export it. (this will get easier in the near future)

Thanks again,

John