> For the complete documentation index, see [llms.txt](https://help.transmutr.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.transmutr.com/faq/troubleshooting.md).

# Troubleshooting

Quick fixes for common Transmutr v2 problems.

## Import

<table><thead><tr><th width="244">Symptom</th><th>What to try</th></tr></thead><tbody><tr><td>Model fails to load</td><td>Confirm the format is supported; try re-exporting from the DCC app; check the import error dialog</td></tr><tr><td>Loaded with warnings</td><td>Open the import report; missing textures often need re-linking in the Materials tab</td></tr><tr><td>ZIP does nothing useful</td><td>Use <code>.zip</code> only; ensure models are not only in unsupported formats inside the archive</td></tr><tr><td>Creator pack looks wrong</td><td>Use the Creators menu instead of generic browse</td></tr></tbody></table>

## Export

<table><thead><tr><th width="271">Symptom</th><th>What to try</th></tr></thead><tbody><tr><td>V-Ray proxy fails</td><td>Set <strong>Path to V-Ray’s ply2vrmesh</strong> in <a href="/pages/2KUBZ1GJ4UG3Fj2pVLMB">Options</a></td></tr><tr><td>Enscape proxy fails</td><td>Set the Enscape converter path; complete the one-time <strong>Enscape Asset Library Configuration</strong> when prompted</td></tr><tr><td>Missing textures in SketchUp</td><td>Enable <strong>Copy material maps</strong> on export</td></tr></tbody></table>

## SketchUp connection

See [SketchUp cannot connect to Transmutr](/faq/sketchup-cannot-connect-to-transmutr.md) and [Send to SketchUp](/exporting/send-to-sketchup.md).

## Licensing

<table><thead><tr><th width="256">Symptom</th><th>What to try</th></tr></thead><tbody><tr><td>v1 key rejected</td><td>Use <strong>Upgrade Transmutr v1 license to v2</strong> or keep using v1 (download from <a href="https://lindale.io/transmutr?download">here</a>)</td></tr><tr><td>No seats available</td><td>Deactivate another machine or wait for a floating seat</td></tr><tr><td>Offline / corporate network</td><td><a href="/pages/sB7bkwadgYzADk8mH7dU">Offline activation</a></td></tr><tr><td>System time error</td><td>Correct your OS clock; licensing requires accurate time</td></tr></tbody></table>

## Performance

* Enable [proxies](/exporting/proxies.md) for heavy assets
* Increase [simplification](/simplification.md) or use the [magic wand](/simplification.md#magic-wand)
* Disable unused nodes in the [Outliner](/outliner.md)
* Prefer Studio / Creator [batch / CLI](/exporting/command-line-interface.md) overnight for huge libraries instead of keeping dozens of tabs interactive

## Logs and support

1. **Options → Open log folder**
2. Note the version string in [Options](/options.md)
3. Search the [help portal](https://lindale.io/support?product=transmutr) or [forums](https://forums.lindale.io/c/transmutr)
4. Email <transmutr@lindale.io> with logs and reproduction steps