This page outlines how to troubleshoot and report issues with Chaos Envision.


Overview

All warning, error, and information messages appear in the Notification popup window, which is accessible through the icon. You can clear the messages you've read with the Clear all option or through each message's Close button.

To turn off the notification popups, disable the Show pop-ups option from the Notification popup window.


Issue Report Guide

To report an issue or send scenes and related resources, you can do the following:

Listed below are the files and the required additional information that is useful:

  • Envision dump file located at \AppData\Local\Chaos\Envision\CrashReports
  • Steps or a video to reproduce the problem.
  • Test scene that reproduces the problem (if applicable).
  • Render settings (if applicable).
  • Screenshots of any UI that is appropriate for the issue.
  • Hardware and system specs of your workstation.


Identified Issues and Workarounds

Find solutions and workarounds for scenarios you may encounter:


1. Envision installer is flagged as a potential threat.

The Chaos Envision installer is currently flagged as a potential threat by Windows Defender SmartScreen and some third-party antivirus applications. This is an expected false positive. The installer is safe, and you can proceed with the installation.



2. Cosmos Tab/Cosmos Browser is disabled in an active session.

If the Cosmos Tab and the Chaos Cosmos Browser are not available and are greyed out, check whether the Cosmos Browser process (cbservice.exe) is properly running in the background. You must either Start Chaos Cosmos Browser process manually from the Windows Start Menu, or restart it by manually stopping the process and starting it again.



3. Envision session is crashing after installing Envision for the first time and attempting to access the Cosmos tab.

If your Envision session crashed after you installed Envision for the first time and attempted to access the Cosmos tab, you must restart both the Chaos Cosmos Browser and Chaos Envision.


4. Chaos Unified Login process isn't running, error.

If an error "Chaos Unified Login process isn't running" pops up, it's possible that some of the background processes is stuck, isn't running, something is blocking it, or something is out of sync. You should either restart the following Chaos processes - Chaos Unified Login, Chaos Unified Login Supervisor, Chaos License Server, Chaos License Server Supervisor, and Chaos Cosmos Browser Service; or make sure they are manually terminated by the Windows Task Manager.

Go to Task Manager > Processes and there should be five different processes. You must terminate the processes labeled as supervisor first, and then proceed to terminate the rest of the processes. Upon finishing the manual termination, start the Chaos Unified Login, Chaos License Server and Chaos Cosmos Browser Service processes again (the supervisors processes run automatically).



5. Unable to obtain Chaos Envision license.

If an error "Unable to obtain Chaos Envision license" pops up, it's possible that some of the background processes is stuck, isn't running, something is blocking it, or something is out of sync. You should either restart the following Chaos processes - Chaos Unified Login, Chaos Unified Login Supervisor, Chaos License Server, Chaos License Server Supervisor, and Chaos Cosmos Browser Service; or make sure they are manually terminated by the Windows Task Manager.

Go to Task Manager > Processes and there should be five different processes. You must terminate the processes labeled as supervisor first, and then proceed to terminate the rest of the processes. Upon finishing the manual termination, start the Chaos Unified Login, Chaos License Server and Chaos Cosmos Browser Service processes again (the supervisors processes run automatically).



6. I am still unable to sign in even after trying all of the above solutions

If you've tried all of the preceding solutions and they haven't worked for you, make sure that:

  • You are properly logged in with the correct credentials and account in the Chaos License Server. If you are unsure about your credentials, try logging in with a different account that you know has a valid Envision license.
  • It is possible that some of the processes are still hanging in the background of the Task Manager, so make sure there are 0 Chaos processes in the background before restarting the processes, or perform a system restart. 

If none of the solutions resolve the issue, contact Chaos Support to report the problem. You can either log a bug report in the forum or reach out directly to the support team.


7. Critical Error when launching the app.

Critical Error when launching the app: The current system hardware configuration doesn't meet the minimum requirements for the application to launch, the application will now terminate.

There are two possible causes for this message to appear:

  • Your hardware does not meet the minimum requirements to run the application. In this case, doublecheck Envision's minimum requirements and verify if your hardware is indeed not compatible to run Envision.

  • Your hardware meets or exceeds the minimum requirements, but the error still occurs. In this case, make sure your GPU drivers are properly updated to the latest version (avoid using Beta driver versions). Verify that your display adapters are properly validated, updated, and enabled in the Device Manager. Also, check that the correct GPU is selected for running the application in the Device Manager.

If the issue persists, contact Chaos Support team.


8. I am getting constant crashes when working with the application.

If you experience constant crashes while working with Envision, contact Chaos Support for assistance. Be sure to provide detailed information about the issue, including when and how the crashes occur. Additionally, include the crash dump file, which can be found in: \AppData\Local\Chaos\Envision\CrashReports.


9. I am getting inconsistent framerates

When the frames per second value is not limited, Envision renders as many frames as possible based on the hardware capabilities and this may cause framerate fluctuations. To improve FPS stability, pick a fixed FPS value in the Resolution & display control window and additionally navigate to File menu > Project Settings and make sure that the VSync (Vertical Synchronization) option is enabled. If the issue persists, contact the Chaos Support team.


10. Low performance, low FPS in the viewport when working in the application

Make sure that Hardware Upscaling is enabled (see the Toolbar page to learn how to do that). If the issue persists, lower the Render size or increase the Upscale Factor (these two options have the same effect).

  • To lower the Render size, go to the Resolution & display control window in the top right corner.
  • To increase the Upscale Factor, go to Edit menu > Preferences. 


11. During walkthrough I keep colliding with objects, I can't fly-through in the viewport.

Make sure the Walk Mode is not enabled in the session. Navigate to the Edit menu > Preferences and disabled the Walk Mode in the Preferences window.


12. My zoom speeds are too slow, viewport navigation takes forever and I can't move fast.

Navigate to the Edit menu and select Preferences to open the Preferences window. Then set your preferred amounts for the Zoom Speed and Movement Speed.


13. After working in my scene, my viewport is now frozen and I can't interact with it.

Make sure you didn't accidentally pause the viewport. Press the \ hotkey or navigate to Edit menu > Suspend/Resume Viewport.


14. I'm experiencing various UI issues with overlapping elements, panels or tabs out of place.

This issue may occur on a muti-monitor setup with different resolutions/DPI scaling per monitor when you are dragging the Envision window across the monitors with the Winkey + Arrow Keys combination. Restart Envision and drag it with the mouse instead of the Winkey + Arrow keys combination. The issue is expected to be resolved with the official releases of Envision.



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