Support Checklist - SU Podium Help
If you are experiencing install problems, run time errors, or crashes with SU Podium V2.x, to help us determine the problem, before contacting Support we would greatly appreciate it if you can run through this check list and answer as many of these questions as possible. Send as much information as you can with your support questions.
SU Podium versions - Which version number of SU Podium are you using? Click on About in the SU Podium V2.x Plus pull down menu and report the exact version number.
What version of number SketchUp do you have? Select "About SketchUp" to give us the exact version number. If on Windows, is SketchUp 32 bit or 64 bit?
What Operating System are you using? If you are on Windows, look in the Control Panel and go to System. Please note whether the OS is 64 bit or 32 bit. If you are on the Mac, select "About this Mac."
Run Podium Tools > Analyse - Go to the SU Podium V2 menu, click on Tools and Analyse. This may take a few minutes. Look at your lower left corner of your SketchUp viewport to see progress. Please report on the results. More information on the Analyse tool can be found here. Send us the Analyse Report.
If OOPR is crashing, check how much system memory do you have? If you are on Windows, look in the Control Panel and go to System. If you are on the Mac, select About this Mac.
Please do a simple model test - The easiest test is to create a cube in a new SketchUp file and render it. Does it render? You can also download and open one of the sample models from this page and click on Render. Are there any problems rendering the sample models? This will help us understand if the rendering problem is limited to a specific model or not.
Use Generate. If you are unable to render or a crash occurs, please try Generate and see if that works to see if a Firewall or Anti-Virus is blocking OOPR. Read about Generate here.
Mismatched or Invalide license codes. If you are seeing an "Invalid license" message when you try to activate SU Podium License, please read here for the solution.
If you are experiencing render problems where Podium Render Manager starts but nothing is happening please read this document for information on why Podium might be failing.
System Memory. Often crashes occur due to a combination of lack of system memory and the size of the SketchUp model and possibly the resolution output size you are rendering to. Here is a short memory and model size check list:
- Windows - go to Control Panel and click on System and report the memory amount and the CPU information.
- Mac - Go to About this Mac and report on memory amount and CPU information.
Model Info. Open the "problem" model and go to SketchUp's Window, Model Info and check on statistics and click on Show Nested Components. Report on the number of faces in the model. (Keep in mind that if you have several hundred thousand faces you will need to be using the Win64 or Mac version with over 4 GB of memory.)