Trebleshooting

You will find here guidelines to overcome issue when importing geometry into the Treble suite.

This page does not cover the direct feedback provided by the SketchUp plugin, which you can find here.

The plugin does not start

Our plugin uses a UI that is stored remotely, so network issues might occur. Most common issues are detailed below.

Possible causes:

> Blank screen

This happens if a firewall is blocking the webhelper executable, and you will get such an error.

Fix: Ask your network administrator to allow connection to the domains sketchup.treble.tech and app.treble.tech for SketchUp WebHelper executable sketchup_webhelper.exe in the folder C:\Program Files\SketchUp\Sketchup 20XX (or do it yourself if you have the rights to change the outbound connections rules in Windows Defender Firewall).

> Failed to open TCP connection

This happens when a firewall is blocking the SketchUp from establishing outbound connections to https://sketchup.treble.tech, where the UI is located.

Fix: Ask your network administrator to allow connection to the domain sketchup.treble.tech and app.treble.tech for executables SketchUp.exe and sketchup_webhelper.exe in the folder C:\Program Files\SketchUp\Sketchup 20XX (or do it yourself if you have the rights to change the outbound connections rules in Windows Defender Firewall).

> Cannot fetch online plugin UI:SSL_connect

This is a somewhat unclear error, but it has been caused by the antivirus from zscaler. You can check if that is the case by disabling it before starting the plugin.

If this lets the plugin start, you should be able to fix it by allowing connections to https://sketchup.treble.tech and https://app.treble.tech in your antivirus software.

A ghost window of Treble plugin won't disappear

In the screenshot above, the ghost window is highlighted in red. It cannot be closed and it mostly see-through, apart from the title bar.

Possible cause:

This happens if SketchUp is displayed on an additional monitor, and this monitor is disconnected.

Fix:

This is a SketchUp or Windows bug; a simple fix is to lock the screen and unlock it.

Incomplete part of a group

You can see in the screenshot that some of the group in SketchUp (on the right) is missing in Treble (on the left).

Possible causes:

> Faces in the group are overlapping

This is a known issue with groups that are composed of groups having overlapping faces and have a transformation applied to them. Fixing it is on the roadmap.

Fix: Edit the group and explode its inner groups that have overlapping faces. This way SketchUp will merge together the faces and prevent confusion.

Missing entities

You might sometime notice that components are missing from the model in the web app, yet not exclusion warning notified you of it.

The plugin simply ignores any object that is not included in the Treble > Geometry tag folder, and will not give you a warning if something resides outside of it: it is a user choice not to include a layer for the simulation.

Possible causes:

> The element layer is not included

Fix: Double-check that the layer of your object is included.

> The element is a group (or component) and one of its entities is not included

You only have to tag groups (or components) themselves to include them, but they are not included if any of their entities is tagged with a tag that is not included in the Treble > Geometry folder.

Fix: Ensure that all the entities of the group/component are included OR untagged: you don't have to tag the group's entities to include it, only the group itself

Isolated edges warning but my model is watertight

You might check a model that is watertight but in SketchUp, Treble plug-in shows Geometry not watertight error or Boundary mismatch warning, alongside a Isolated edges warning.

Possible causes:

> One edge links two inner faces of a face

It is a known issue that an edge linking two inner faces of a face causes SketchUp not to see that the face is closed. A workaround is to come in soon, and in the meantime, a simple fix is to delete the edge as it is not necessary.

Fix: Select the edge like in the screenshot below, and delete it to solve the watertightness issue.