The information in this article applies to:
QUESTION
When I try to create a CPU Ray Trace, I receive one of the following messages:
- "#272032345 - An unexpected error occurred while ray tracing."
- "#272032202 - Unable to open ray tracing engine - CPU Ray Tracing will be disabled for this session."
How can I resolve this?
ANSWER
There are a few different reasons for why these messages may occur, including:
- Something plan-specific in the file is stopping the CPU Ray Trace from being able to start.
- Your system is out-of-date or missing a critical update.
- Something running on the system itself is stopping the CPU Ray Trace process from being able to start.
The first step in troubleshooting this behavior is to see if this message occurs in all plans or only specific ones.
To test whether the message occurs in all plans
- In a new, blank file, navigate to Build> Wall> Straight Exterior Wall
, then create a simple enclosed rectangular structure.
- Navigate to Build> Cabinet> Base Cabinet
, then click to place a single base cabinet against one of the walls in the plan.
- Select 3D> Create Perspective View> Full Camera
, then click and drag towards the cabinet in the room to create a camera view.
- Finally, select 3D> CPU Ray Trace
.
- If this plan ray traces successfully, then you have determined that there is something specific to your earlier file causing the issue with ray tracing.
Please follow the instructions in the "Using the Backup Entire Plan/Layout Tool" resource located in the Related Articles section below, then attach the file backup to a new case in the Technical Support Center for Chief Architect Technical Support to analyze.
- If this plan also will not ray trace successfully without generating an error, then you have determined that there is an issue elsewhere, either with Chief Architect or the system being used. Please follow the instructions below.
The first step in troubleshooting system related issues should be to make sure that your system and Chief Architect are up-to-date. You can check for updates in Chief Architect by selecting Help> Download Program Updates from the menu.
If you running an older version of Chief Architect, you may want to check to see that you are running on an operating system that your version of Chief Architect is supported on. To learn more, please see the "Chief Architect Minimum System Requirements" resource in the Related Articles section below.
To bring your system up-to-date
Installing system updates is not a Chief Architect specific operation so we recommend that if you are using a computer that is maintained by an IT department that you ask them to make sure that your system is up-to-date within the specifications or restrictions that your business or institution require.
Checking for updates can vary based on your operating system. Choose one of the following links to learn how to keep your system up to date.
Troubleshooting for Microsoft Windows
If you have ensured that your system is up-to-date and the issue persists, please try the following steps,
Reset TCP/IP or Internet Protocol
The error may be caused by corruption in the TCP/IP stack. Resetting your TCP/IP settings may resolve the issue.
- Close Chief Architect.
- On your keyboard, press the Windows Key
, then type: Command Prompt
- Once the Command Prompt application appears in the search results window, right-click on it and choose Run as administrator.
If prompted by User Account Control to allow the Command Prompt to make changes, click Yes.
- In the Command Prompt window, type:
netsh int ip reset
- Press the Enter key on the keyboard to execute the command.
Notice that the Command Prompt output recommends that you restart the computer to complete the network reset. Do NOT do this yet.
- Open Chief Architect and attempt a CPU Ray Trace.
- If you still see the problem, move on to the troubleshooting steps below.
- If the CPU Ray Trace works, restart the computer, then test the CPU Ray Trace again. If it fails, there may be a third party program installed that is making changes to your TCP/IP stack. Consult Microsoft Support or an IT professional to determine which program may be making that change and how best to proceed.
Reset the WinSock Catalog
Sometimes, corruption to the winsock.dll can cause problems when Chief Architect attempts to transfer information about the scene to the ray trace engine. Resetting the Winsock library may resolve the issue.
- Close Chief Architect.
- On your keyboard, press the Windows Key , then type:
Command Prompt
- Once the Command Prompt application appears in the search results window, right-click on it and choose Run as administrator.
If prompted by User Account Control to allow the Command Prompt to make changes, click Yes.
- In the Command Prompt window, type:
netsh winsock reset
- Press the Enter key on the keyboard to execute the command.
Notice that the Command Prompt output recommends that you restart the computer to complete the network reset. Do NOT do this yet.
- Open Chief Architect and attempt a CPU Ray Trace.
- If you still see the problem, move on to the troubleshooting steps below.
- If the CPU Ray Trace works, restart the computer, then test the CPU Ray Trace again. If it fails, there may be a third party program installed that is making changes to your Winsock Catalog. Consult Microsoft Support or an IT professional to determine which program may be making that change and how best to proceed.
Troubleshooting for Apple macOS
There may be a process running in the background on your system which is stopping the information from being sent from Chief Architect to the CPU Ray Trace engine, in which case, you should be able to ensure that this process is disabled by rebooting your Mac system in Safe Mode. Please see the following Apple support article for more information: https://support.apple.com/en-us/116946.
ADVANCED TROUBLESHOOTING
Finally, if you continue to experience problems printing after going through all of these steps, please contact our Technical Support department directly, and include all of the following files listed below.
-
If the issue only seems to occur in one particular file, use the Backup Entire Plan/Layout
tool to create a folder with a copy of the problem file, along with all referenced files.
See Knowledge Base article: Using the Backup Entire Plan/Layout Tool to Send Files to Another User .
-
Locate and save the program's Message Log file.
See Knowledge Base article: Locating the Message Log.
-
Export or save your System Information.
See Knowledge Base article: Retrieving System Information to Send to Technical Support.
-
Locate the Ray Tracer Log.
- Select Edit> Preferences
if you are on a Windows PC or Chief Architect> Preferences if you are on a Mac.
- On the Folders panel, under All Program Paths, click on the Show button.
- In the Program Paths dialog, select the Hidden User Settings Folder, then click on the Show in Explorer/Finder button
- In the folder that displays, open the appropriate Chief Architect folder and look for a text file named "Ray Tracer Log.txt."
- Once you have located the file, right-click on it, select Copy, then minimize the window and Paste the file onto your Desktop.
-
Sign in to the Technical Support Center and create a new support case to send to Technical Support.
See Knowledge Base article: Using the Technical Support Center.
-
Give the case a short but descriptive title.
In the text of the case, type a detailed description of the problem, including the exact steps that caused the crash or error to occur, if at all possible.
Click the Browse button and attach the Project Backup, Message Log, System Information, and Ray Tracer Log files to your case, then Submit it.
