Recap Photo keeps crashing when loading model

[Anonymous]

Hey,

I've had the same issue for the last few weeks now but have heard nothing with regard to the error reports I've sent. Windows 64 bit Recap Photo keeps crashing every time I try to load a model in the Dashboard. It happens on all of my models. I have tried re-installing the software. I have tried logging in and out. I have tried different versions of the software including 19/20 and 21. Has anyone else had this problem? Is there a bug fix?

Example error report: CER_224547149

windows 64 bit

i7

geforce 1060

Razer Blade

[barmanr]

Hi @Anonymous ,

Sorry, you're facing this issue.

Would it be possible to share with us a model that is crashing for you? We would like to validate this on our end directly.

Thanking You.

Warmest Regards,

Rishov Barman, Reality Capture

[Anonymous]

Hi Barmanr,

Thanks for your reply. I should've said, it happens all on the models. Recap Photo used to work fine. I have about 20 models for work which I need to access. Not sure what changed. Anyway, I cannot share them with you as it crashes before I can load up a model to share. Is there anything I can share with you about Autodesk Recap Photo before it crashes that might help?

[barmanr]

Hi @Anonymous ,

All your processed models are stored in Autodesk A360 drive. If you go to your A360 drive (https://a360.autodesk.com/), you can find all your processed data there under your project name folder. All I need is the .RCM file from there for any one model to verify on our end. 

Could you also go to "%localappdata%\Autodesk\Autodesk ReCap Photo" and provide the recapphoto.log file that is situated in that directory?

Also, you're saying these models used to load up fine before but only crashing now after an update?

Thanking You.

Warmest Regards,

Rishov Barman, Reality Capture

[Anonymous]

Hi Rishov,

Thanks again. Yes, they were all loading fine until a couple of weeks ago. Not sure if it was even an update, tho possibly.

It's not letting me attach a .rcm! It says " The file type (.rcm) is not supported" Here is a cloud link, hope it works: https://1drv.ms/u/s!ApWGPjD9dOeshtM55fIMpTXqv36Z3w?e=fq4V2r

Best, Tom

[barmanr]

Hi @Anonymous ,

Thanks for the model. I was able to open it without any issues hence we can be sure that it's not the processing but could be a local rendering issue.

There's one thing I'd like you to try, Could you update your Nvidia Drivers for your Graphics card and also could you press the "?" button at the top left of ReCap Photo and then click "About" to let me know which version of the application you are using? From the CER report, it looks like you're using the FY20 version. Would it be possible for you to go to manage.autodesk.com and download the latest update for the Application as well? You should see something like the attached screenshot under ReCap Pro, please download the FY21 version.

Warmest Regards,

Rishov

[Anonymous]

Hi Rishov,

Ok. I had already updated my GeForce drivers but have just done it again. Attached is the screenshot of the Recap Photo 'About' screen. Version 20.1.0.32. Although I originally had issues with ver. 19 so updated it to see if it would work.

Thnks, Tom

[Anonymous]

I tried the ver, 21 the other day which also didn't work. Should I try again? Or do you mean the patch/bugfix for ver.20?

[barmanr]

Hi @Anonymous ,

I see. Could you update to FY21 again and try it, please. I am not being able to replicate the issue on my end hence could you go to this location: "C:\Program Files\Autodesk\Autodesk ReCap Photo" and zip all the files inside this directory and share with me? I would like to try those files and see if the application is able to launch RCM's on my environment.

I will meanwhile also forward the CER report that you have provided to the development team for investigation.

Warmest Regards,

Rishov Barman, Reality Capture

[Anonymous]

Hi Rishov,

Thanks. I have re-installed FY21 but no luck. It still crashes opening any model (including Space Mouse!) 
Here are the program files: https://1drv.ms/u/s!ApWGPjD9dOeshthSmiHA4cYog481cw?e=vxTp60

T

[barmanr]

Hi @Anonymous ,

I validated your binaries on my environment and RCM loading works fine. This leaves it to be a local environment issue. 

An RCM load usually requires RAM and most importantly system space which is your temp folder in your C drive. Could you verify your C drive has enough space? The textures are also cached in that temp folder before loading. 

The team also mentioned if a windows update was done recently that could have changed certain system files. If not could you try a windows update and try again?

Warmest Regards,

Rishov

[Anonymous]

Hi Rishov,

Still no luck. Attached are my tech specs: I have 16GB RAM and GTX 1060. Also, 25GB disk space free. Is this enough?
No Windows updates recently so unsure what may have changed.

No other programs seem to be affected like this so I'm not sure why its only Recap Photo that has the issue.

Any other thoughts? 

[barmanr]

Hi @Anonymous ,

Could you try to uninstall Recap Pro and Photo both using the Autodesk Uninstall Tool for a clean uninstall and try installing again? Uninstalling using the control panel still leaves certain files and registry settings intact.

Here is a thread on clean uninstall: https://knowledge.autodesk.com/search-result/caas/CloudHelp/cloudhelp/ENU/Autodesk-Installation/files/GUID-FA59AC68-9394-4AFE-8020-116D76A7FD4F-htm.html

Warmest Regards,

Rishov

[Anonymous]

Hi Rishov,

No luck still. I performed the clean uninstall twice based on the step-by-step but the same error still occurs. I can view the example projects in Recap but not Recap Photo. I also have no issues playing games on this laptop. I've not had any other issues with loading graphics on any other apps or games either. Any thoughts?

[barmanr]

Hi @Anonymous ,

Okay, let's try something.  Could you download all the project files into your desktop from the A360 dashboard and then try to drag-drop the RCM into the editor directly rather than opening it from the dashboard? Also just wanted to make sure, the project name does not include any Unicode or special character symbols right?

Warmest Regards,

Rishov

[Anonymous · Accepted solution]

I've sorted it! I had to force a Windows update (that wasn't showing in the Windows Updater) through start-up.  Only, the Windows 10 Upgrade Assistant picked this up. Still not sure of the issue but the models seem to load now. Thanks for your help!

[marytin343]

thanks