Difference between revisions of "Knowledgebase - Known Issues"

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The following issues might be encountered in the latest release.
 
The following issues might be encountered in the latest release.
  
===Mac Version Not Running===
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===Windows protected your PC===
The fix is redownloading and installing Protocase Designer. The build for mac has been fixed since Aug 18, 2021. This issue appears to only effect new users.
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Windows users may encounter a warning from Microsoft Defender Smartscreen indicating that Protocase Designer is "unrecognized" and may be a risk to your PC. We can confirm that it is safe to press "More Options -> Run Anyway" in this situation. This is an unfortunate feature of Microsoft, that happens when we release new versions on windows for PD. Microsoft requires all applications to go through a verification process, which requires either the software be downloaded X amount of times over the internet for their systems to deem it as safe, which restarts each time we release a new version of Protocase Designer.  
  
===DB-9 Library Cutout Minimum Thickness Error===
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We submit our build files to Microsoft each time we do a new release, however this can take up to a few days to complete, in which case you may download the software in that time and receive this warning.
Currently all DB-9 cutouts will display a "Minimum Metal Thickness" error saying cutouts are too close together and leave too little material to cut on our laser. This is a false error and can be ignored. This will be fixed in a future release.
 
  
===USB Type A Library Cutout Not Selectable===
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===MacOS 15 Sequoia - PD can't be opened===
In any versions earlier than 5.5, after placing a USB Type A cutout from the Designer library in a face, the user will be unable to select or delete the cutout. As a work around you can send your design file to designersupport@protocase.com and we can manually fix the cutouts in your design.
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This issue has been fixed as of v7.0.11 released on October 21, 2024. Please upgrade to this version if you're experiencing this issue after upgrading you MacOS system.
  
===Green lines 3D rendering glitch===
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=== MacOS 3D Lighting & Shadows ===
Currently we don't know why this is happening but it is only for some customers are having this problem. Please try to upgrade your drivers and if that doesn't work sent your debug log and what graphics card and drivers you are using to us.  
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We've gotten reports from customers of an issue on MacOS running M2/M3 Sonoma versions that's causing the lightning in the 3D editor to cast a very dark shadow over the entire enclosure, appearing black. This is an unfortunate change on the operating system side, not Protocase Designer. These recent MacOS versions changed the way it interacts with the JavaFX rendering engine we use to visualize things in Designer. As this issue was not caused by a change in Protocase Designer, the only work around at this time is to downgrade your MacOS version.  
  
===Unable to select snap point for 3D Dimension Line after placing cutout===
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We're aware of the issue and have a plan to fix it, so this issue will be solved in a future Protocase Designer release.
After placing a cutout in a face using the 2D editor, if you try to immediately create a 3D dimension line from that newly created cutout - the snap points will not be visible. To work around this, simply toggle the part off & on again using the Show/Hide Part tool on the right side of the editor and the snap points will be visible again.
 
  
===Unable to Edit Face===
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===New Library Item Origin===
We have received several reports of users not able to edit faces after reloading their designs. Currently we do not know why this only effects some. Please upgrade this was an issue before 5.3.28.
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There is currently a bug when creating a new library item via the Library Manager and assigning a new origin location, that it will always default to the lower-left corner regardless of what is chosen. This will be fixed in a future release of Protocase Designer.
  
===Quoting Non-Stock Material===
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===Welding Jig Visible===
While quoting non-stock material like 316 Stainless Steel, the pricing is not accurate.
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As of version 6.0.6 welding jigs became visible for all users. These welding jigs are intended to only display for Protocase users and are not to be edited. Please update to the latest version ASAP to resolve this. If you had already edited a welding jig in your design, you can use the Transfer feature to transfer the features of the welding jig to the intended parts that should be edited.
A warning will come up and let you know if a material is non-stock.
 
Please contact our sale team at ams@protocase.com for accurate pricing.
 
  
===MAC===
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===Failure To Instant Quote===
If Protocase Designer does not launch make sure the App is inside the Applications folder.
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If you are receiving an error upon instant quoting, please check to see if your company uses a network configured such that your computer accesses the internet through a proxy server, if a proxy is used you can configure Designer to use the proxy settings. See instructions on how to do this below:
  
===Changes did not take affect===
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[https://www.protocasedesigner.com/wiki/index.php?title=Quick_Start#Installing_Protocase_Designer Configure Proxy Settings In Designer]
When placing a cutout or anything else, and the change just disappears, please check to see if your ERROR RESPONSE is set to ASK.
 
  
This can be found under Edit->Preferences->Editor Settings.
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===WINDOWS - Failure To Launch Designer or Open Templates===
With this set to ASK, see if the change comes up with an error response.
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There is an issue for some windows users where the install of Protocase Designer may be corrupted, and is missing certain important files. If this is happening use the link below to download an earlier working version of Protocase Designer.  
  
This is be fixed in an upcoming version.
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[https://www.protocasedesigner.com/RELEASE/release-copy/protocaseDesigner.exe Download Protocase Designer]
  
 
===Cutouts may shift when exported to DXF===
 
===Cutouts may shift when exported to DXF===
 
There was an issue in limited cases where cutouts shifted when exported to DXF. This has been corrected as of Aug 2nd, 2019, but a small number of orders may have been affected.
 
There was an issue in limited cases where cutouts shifted when exported to DXF. This has been corrected as of Aug 2nd, 2019, but a small number of orders may have been affected.
 
If you experience this issue, please contact your account manager.  
 
If you experience this issue, please contact your account manager.  
 
===5-sided enclosure welding===
 
Designs using the 5-sided enclosure template do not include plug welding in the quote.
 
 
===Won't launch on linux - Designer 4.9 sometimes wont launch on certain linux configurations===
 
We have tested relatively vanilla builds of Ubuntu 18.04 and confirmed is working. Something about the user configuration causes unknown crashes however.
 
 
===Default Ubuntu 18.04 Driver issue===
 
There is an issue in JOGL that prevents the loading of Designer 4.7 on Ubuntu 18.04 with the default Nouveau graphics drivers. You may need to use the drivers supplied by your graphics card manufacturer to use Designer.
 
 
===Issue when changing your home directory===
 
In the latest version of Designer, there is an issue when changing your home directory to a root directory. (d:\, for example). This may cause Designer to freeze. Creating a directory off of the root and setting that to your home directory is the current workaround for that.
 
 
===Running Designer on Linux with MESA===
 
While running Designer on a Linux virtual machine with the latest version of MESA, we encountered a glXCreatePbuffer error.
 
This is due to an issue in the graphics library used in Designer. Until this is resolved, we do not recommend running Designer with this combination of software.
 
 
===Windows 10===
 
There was an issue in Windows 10 Tablet Mode that would cause the Protocase Designer Menu Bar to be hidden. <br />This has been resolved in the latest Windows 10 automatic update.
 
 
===Image Load Error for .JPG files===
 
Some .JPG files do not import with the Java tools used for Protocase Designer.<br /> If you receive an error message ("Unable to load image...") when attempting to place a .JPG file on a face, we recommend that you convert the .JPG to a bitmap format, such as .PNG. <br />If for any reason you cannot save the .JPG as a bitmap, one program that works very well for converting images is [http://www.imagemagick.org '''ImageMagick'''], which is free and runs with Unix, Mac OS X, iOS, and Windows.
 
 
===Computer enclosure templates===
 
The computer enclosure templates allow you to specify dimensions that are below the minimum sizes required to accommodate the cutouts or PEM layouts.
 
  
 
===Computer enclosure welding===
 
===Computer enclosure welding===

Latest revision as of 14:06, 21 October 2024

The following issues might be encountered in the latest release.

Windows protected your PC

Windows users may encounter a warning from Microsoft Defender Smartscreen indicating that Protocase Designer is "unrecognized" and may be a risk to your PC. We can confirm that it is safe to press "More Options -> Run Anyway" in this situation. This is an unfortunate feature of Microsoft, that happens when we release new versions on windows for PD. Microsoft requires all applications to go through a verification process, which requires either the software be downloaded X amount of times over the internet for their systems to deem it as safe, which restarts each time we release a new version of Protocase Designer.

We submit our build files to Microsoft each time we do a new release, however this can take up to a few days to complete, in which case you may download the software in that time and receive this warning.

MacOS 15 Sequoia - PD can't be opened

This issue has been fixed as of v7.0.11 released on October 21, 2024. Please upgrade to this version if you're experiencing this issue after upgrading you MacOS system.

MacOS 3D Lighting & Shadows

We've gotten reports from customers of an issue on MacOS running M2/M3 Sonoma versions that's causing the lightning in the 3D editor to cast a very dark shadow over the entire enclosure, appearing black. This is an unfortunate change on the operating system side, not Protocase Designer. These recent MacOS versions changed the way it interacts with the JavaFX rendering engine we use to visualize things in Designer. As this issue was not caused by a change in Protocase Designer, the only work around at this time is to downgrade your MacOS version.

We're aware of the issue and have a plan to fix it, so this issue will be solved in a future Protocase Designer release.

New Library Item Origin

There is currently a bug when creating a new library item via the Library Manager and assigning a new origin location, that it will always default to the lower-left corner regardless of what is chosen. This will be fixed in a future release of Protocase Designer.

Welding Jig Visible

As of version 6.0.6 welding jigs became visible for all users. These welding jigs are intended to only display for Protocase users and are not to be edited. Please update to the latest version ASAP to resolve this. If you had already edited a welding jig in your design, you can use the Transfer feature to transfer the features of the welding jig to the intended parts that should be edited.

Failure To Instant Quote

If you are receiving an error upon instant quoting, please check to see if your company uses a network configured such that your computer accesses the internet through a proxy server, if a proxy is used you can configure Designer to use the proxy settings. See instructions on how to do this below:

Configure Proxy Settings In Designer

WINDOWS - Failure To Launch Designer or Open Templates

There is an issue for some windows users where the install of Protocase Designer may be corrupted, and is missing certain important files. If this is happening use the link below to download an earlier working version of Protocase Designer.

Download Protocase Designer

Cutouts may shift when exported to DXF

There was an issue in limited cases where cutouts shifted when exported to DXF. This has been corrected as of Aug 2nd, 2019, but a small number of orders may have been affected. If you experience this issue, please contact your account manager.

Computer enclosure welding

In the ATX and Mini-ITX templates, both the Has Seam Welds and Has Tack Welds options can be selected. If both are selected, Protocase will perform only the seam welds.

See Also: