Help! SketchUp Crashed and I think I lost credits!

ALWAYS, save your model immediately before importing with PlaceMaker.  PlaceMaker has built-in data caching systems that help protect you in the event of a crash.

Please note that it is very common for SketchUp to freeze or hang when importing using PlaceMaker.  If there is lots of data to be imported, the import can sometimes take a VERY long time, even if you have a fast computer. 

If SketchUp appears to hang and become unresponsive, please be patient!  Large imports may take over 15 minutes and if you are merging with terrain, larger imports could even take more than an hour.  Just let the import keep running and it should eventually finish.

If SketchUp produces a bug-splat or shuts down during import, then you should do the following steps:

• Re-open the model that crashed
• Select the EXACT SAME surface that you selected prior to the crash
  • If you lost the surface object, try to re-create it again and be sure to save your model immediately before performing any future PlaceMaker imports.
• Perform the EXACT SAME import that you did prior to the crash.  Be sure to select the same import type and same source.  If you are importing Nearmap, be sure to also select the same imagery date.
• If PlaceMaker has the data cached, you can perform the same import more than once and will not be charged credits again.  For imagery, some tiles may have been cached before the crash so you will only need to use credits for the tiles that were never downloaded.

After performing the steps above, if you still feel that you lost credits, or the model continues to crash, please submit a support request describing in detail what happened and also be sure to include the Txn ID number of the credit transaction shown in your 'Credit Usage' table in the PlaceMaker Portal. 

Be sure to include the credit transaction ID number when submitting your support request.

Also, please send us the SKP model you were using when it crashed.  That allows us to easily re-import the data for you.

We will review your request and will refund your credits or send you a model that includes the data you were attempting to import.