Troubleshooting

Find some of the common causes of problems and suggestions for how to resolve them on this page.

Are you using a newer version of 3DS Max on your local machine?

Sometimes incompatibilities can creep through despite saving for a previous version of 3DS Max, refer to this section here to eliminate any dependencies your file may have.

V-Ray Asset Library!

I cannot open the V-Ray Asset Library or the assets are not showing up or else related to the V-Ray Asset Library, refer to this section.

Citrix Workspace App is having issues connecting

Try both the "light" browser-based version and the standalone desktop version. One may work better than the other. Details can be found here.

Signing in and out of the app will force it to recertify itself and should resolve this issue. Try accessing the service through a different browser. Or you can also try launching the service in an incognito session (both Chrome and Edge have been tested). This will stop extra cookie traffic and may result in a smoother experience

Citrix App and remote desktop disconnect

Please confirm your internet speed is adequate and stable as remote services rely on steady connections. You can use https://www.speedtest.net/ to get a rough diagnostic of down and upload speed as well as identifying connection issues.

I don't know if I have Citrix Receiver or the Citrix Workspace app installed

Please go to your machine's startup menu and search for either application under 'Citrix'

Citrix App is not detected despite being installed

If Citrix is unable to detect a desktop Citrix Application despite having already installed it, please click "Already Installed" below the download button. When you click on the desired computer to remote log into, you will download a file instead. When opened, it will force the Citrix Application to open and connect.

The Deadline Submission has failed!

A common error here is related to any assets referenced by the scene. You will have to re-package your file in cleaner manner. For more details check here.

I submitted the job but can't see it in Deadline

Please make sure that your username in the Deadline interface is identical to the username you logged into the remote machine with. For more details check here.

The Render Job/Tasks keep restarting or are failing

A small percentage of errors can be expected as the render farm shares resources with the remote machines. If you the majority of the job is failing then please check here for a common list of errors.

I can't find my job in the R: Drive

Please make sure that your username in the Deadline interface is identical to the username you logged into the remote machine with. For more details check here.

I appear to have locked out a computer

Please contact Stop1. To ensure that this does not occur in the future, please make sure to only ever exit the remote desktop via clicking on the start menu, followed by clicking on the logout option. Please do NOT terminate the remote desktop by clicking the X on the top right-hand corner of the application. This will cause the machine to be locked.

Issue not described

If your issue is not resolvable with the information provided here please log it with Stop1.

Please note that any issues with the Render Farm must be lodged via Stop1 for us to be able to process. Thank you for your help in establishing and making this new service more robust; We can only fix problems that we know about. So please log any issues you encounter with Stop1.