Basic In-field Troubleshooting for Render 3

Whenever you are faced with an issue in Render 3 always report the issue to helpdesk first and as soon as possible. It might take a while for us to get back to you. In the meantime, we would suggest you try some of these steps:

Verify that the Windows operating system is up-to-date. Use the Check for Updates feature and process all updates. Be aware that this requires an internet connection.
Make sure you are on the latest Render 3 version. Update if needed. NOTE: It is very important that all project computers are running the same version of Render 3. See this document for downloading and installing Render 3: How to Download & Install Render 3 : Render Helpdesk
Restart the device. If the problem is not resolved…
Sync the 'source' device (which performed the previous workflow stage on that section)
1. If it is accessible locally,
  1. If there is a router or smartphone hot spot available, use LAN sync. This requires that it and the device having trouble are connected to the LAN router/phone and NO INTERNET is connected to the router or phone.
  2. If there is no router, use USB sync. Follow the instructions for USB sync in this article: How to USB sync.
2. If the source device is not accessible locally, arrange to have it Web sync.
On the machine having trouble, perform the same sync done in the previous step (LAN or USB or Web Sync). If the problem is not resolved…
Add Project Via ID (this will pull down from the internet all CHANGES that are available)
1. Open Render (no need to login)
2. Click "Add a User"
3. Click "Add Project Via ID"
4. Paste the project ID into the text box
  
  Click "Add Project" If the problem is not resolved…
If the computer that worked on that section in the previous stage is accessible (go to Step 8 if it is not):
1. Workaround 1:
  1. On the working machine (where the Section came from) Export the project:
    1. From the Project List page click "Export"
    2. Put on a flash drive (USB), SD card, or Hard Drive *
  2. On the machines experiencing the issues (where the section won't open)
    1. Insert that flash drive *
    2. Open Render and go to the 'Add new user' page and click 'Add from computer' (bottom right) and import that project from the flash drive
    3. Web sync. If the problem is not resolved…
2. Workaround 2 if workaround 1 doesn't work:
  1. On the machines experiencing the issues (where the Section won't open)
    1. "Offload" the project
    2. With the same flash drive inserted, go to the 'Add new user' page and click 'Add from computer' (bottom right) and import that project from the flash drive
    3. Web sync. If the problem is not resolved…
If the computer that worked on that section in the previous stage is NOT accessible:
1. Go to the Project List page on the device having trouble and "Offload" the project.
2. Then, "Add" the project back again (download it). If the problem is not resolved…
Uninstall Render and then re-install Render. Then "Add" the project from the web (download it). If the problem is not resolved…
If a section is not opening or is causing Render to close,
1. Config login and change the priority of the section. Save. Then change it back. Save. If the problem is not resolved…
2. Config unassign the section from the drafting team, save. Then assign it back to them. Save. If the problem is not resolved…
Ask the Config person to restore the section to the most recent snapshot and sync those changes. if the problem is not resolved…
Ask the Config person to Reset the section and sync changes. If for some reason this is not desirable or possible please submit a New Support Ticket.
The Config can then move this section lower in priority (in Add Sections) or unassign the section so it does not queue up for users while live data fix is carried out. This will allow other sections to be worked on while waiting for this section to be fixed.

* Web storage (Dropbox\Google Drive\other) will also work well if the working device is not in the same location as the problem device. Consider zipping the exported folder before uploading to web storage and then unzip after downloading on the machine(s) having trouble.

At any point you feel stuck or in need of instructions, please ask the assigned helpdesk agent or a workshop trainer for assistance.