Cosmos Browser
Here are the most common problem causes:
Incompatibility b/n CB installed service and database which results in inability to start the CCBService (in cases of problematic installs resulting in db downgrade)
Incompatibility b/n online CB UI updates and CB service
(in cases of website updates incompatible with local installs)Broken link between CB local database and downloaded files (due to users moving files around)
Online connectivity problems (due to network restrictions or outages, antivirus programs)
Here are the most common steps to advise users in case of problems:
Request the user to restart the service and reinstall Cosmos Browser, latest installation is on this link.
Request the user to send us the CCBService logs for additional investigation.
This will help use diagnose the cause of the problem.
Here are the internal escalation paths to use in case of software problems:
Send problems to integrating teams(3ds Max, Sketchup, Rhino, Revit)
If not integration problem, send problems to Cosmos team at: #cosmos-dev-support
Send software feature requests & roadmap questions to: #cosmos-dev-support or kalina.maneva@chaosgroup.com
Cosmos Assets
Here are the most common problem with assets:
Problems in Host App view ports (due to problematic asset or lacking support in integrations)
Problems in V-Ray GPU (due to problematic asset or missing features in V-Ray GPU)
Problems in V-Ray Vision (due to problematic asset or missing features in V-Ray Vision)
Here are the most common steps to advise users in case of problems with assets:
Request info on the Cosmos Browser version and renderer version
Request the user to send a scene with the imported asset
Here is the internal escalation paths to use in case of asset related problems:
Send problems to integrating teams (3ds Max, Sketchup, Rhino, Revit, Cloud)
If not integration problem, send problems to Cosmos 3D team at: #cosmos-3d-support
Send asset requests & content roadmap questions to: #cosmos-3d-support or kalina.maneva@chaosgroup.com