Support

Need immediate help?

For those needing help immediately, you may contact us for paid hourly support.

Contact

Moving some email stuff around so for now do so on our Facebook page and we'll get back to you.

Reporting issues

  • Before you start to log a bug, please do the following:
    • Turn on Script Editor>History>Show Stack Trace. It will help you figure out where to start. Make note of any errors on the offending function. See if you can replicate the issue to provide the best bug report as possible
    • We need to know OS, Maya version and any other pertinent info
  • Once you have the toolbox installed, you can go cgm>help>report>Enviornment Info if you're unsure on your data. That report looks like this:
/// Enviornment Info ///----------------------------------------------------------------------------------------------------
-- Maya product : Maya 2016
-- Maya operatingSystemVersion : Microsoft Windows 8 Business Edition, 64-bit  (Build 9200)

-- Maya apiVersion : 201614
-- Maya buildDirectory : ECS-D4AE04A1:S:/Maya_2016_DI/build
-- Maya application : maya
-- Maya environmentFile : J:/Dropbox/My Documents/maya/2016/Maya.env
-- Maya version : 2016
-- Maya file : 2016ff07
-- Maya date : 2016 03 18 04 00
-- Maya cutIdentifier : 201603180400-990260-1
-- Maya operatingSystem : win64

Once you know you can report issues here: https://bitbucket.org/jjburton/cgmtools/issues/new

Known Issues

Common Problems

  • Please ensure you follow the install instructions, in whatever maya script folder you wanna put stuff, you should see: cgmToolbox.mel, cgmToolbox.py and cgm folder

  • Before you start to log a bug, please do the following:

    • Turn on Script Editor>History>Show Stack Trace. It will help you figure out where to start. Make note of any errors on the offending function. See if you can replicate the issue to provide the best bug report as possible
    • We need to know OS, Maya version and any other pertinent info

Common Errors

  • CGM Menu errors out on click- Check your userSetup file. An old version of our tools had a line to cgm.core._reload(). You need to remove this line and then reload maya and it should resolve.

  • Maya simply won't load- This should only ever happen in a testing build but this may be helpful for other times with other tools as well.

    • user file - Check your maya prefs folder for the version and delete or rename the userSetup file there
    • Nuke it - delete the entire prefs folder

  • 'module' object has no attribute 'createMetaNode' - This error means that you have an old install of red9 somewhere in your maya python pathing. We include up-to-date builds of red9's tools in our repos and that particular call is one we wrote that was rolled into red9 around September 2017. Find the old version of red9, remove it or clarify the pathing to it and you should be good to go.

  • typeFactories Error - More than likely you have an old install of zooToolbox. We share some libraries so if you have a very old library it may be causing a conflict