Incredibly poor support experience for SM Enterprise

[KIndustries]

Hi All

I hope that someone who is actually capable in helping sees this. My 3+ month old case has gotten me absolutely nowhere with incredibly poor communication, slow and almost none existent responses, and nothing but hoop jumping with basic troubleshooting steps in the few responses I did get.

The real kicker here is that I was just recently provided the below link and told that I should submit a new ticket because this goes directly to the dev team who is better equipped for this matter. This just screams of the agent in charge (Tyshaun) passing the buck trying to essentially get rid of me because this entire case has gone nowhere in 3+ months.

https://3dconnexion.com/us/support/faq/ ... plication/

Long story short we are having a stuttering and glitching issue in Geomagic DesignX with 3 different space mice. This includes the flagship Enterprise mouse. This problem happens randomly and not with every model being worked on.

I have provided my own video as well as, videos of people from 3DSystems themselves showcasing the software that display the exact same behavior we are seeing. Some of these videos are fairly old at this point so this has clearly been a problem for awhile.

Nothing I was asked to do has helped and I have not received any further communication since being told to submit a new ticket.

The problem persists and I'm honestly not sure what to do at this point. These products are not cheap and currently are not working properly in all the software packages we run.

Any help is greatly appreciated.

[ngomes]

I had a look at one of the videos (attached to an issue internally tracked as TS-484).

The video suggests an issue with the application (Geomagic Design X). From your report, the problem also seems to track the application as it is reproducible on multiple systems with different SpaceMouse device models.

I used a trial of Geomagic Design X (version 2024.2.0, build 19) with some imported STL sample files and I did see the stuttering but only once and very briefly (split second). If I wasn't looking for it, I wouldn't have noticed it. No matter how much I tried, I could not get it to show again. It suggests there is some erroneous view parameter at play. For example, perhaps the models that you are using have a very narrow or very wide field-of-view causing the camera manipulation to trip on some sort of numerical rounding error. It can happen.

Regardless, if the issue is in the application, then 3D Systems will need to look into it. I suggest that you get in touch with them and reference this Forum topic. 3Dconnexion has a service to assist software developers with this sort of issue. 3D Systems will need to reproduce and confirm the problem.

There appears to be no mention of SpaceMouse support in the 3D Systems (or Oqton) web site. The only reference I manage to find was in the "About" panel of the application where there is a copyright notice for "3D Motion Controller" from "3Dconnextion" [sic]. The application appears to be using the most recent SDK from 3Dconnexion (Navigation Library solution).

[KIndustries]

Hi ngomes

Thanks for the reply. I have actually been able to reproduce this issue no matter the size or complexity of the object within DX. This never happens when using just my regular mouse. It only happens when I use the 3D mouse. The issue very similar to the one in Solidworks when you have highlight edges on, something you guys made an option to disable on movement in the drivers. The only difference is that in DX everything still moves as opposed to pausing and moving etc.

I ended up resubmitting a ticket the day I posted this that happened to land in David's hands and he has been night and day different in terms of communication. The lack thereof initially was really incredibly frustrating. We are talking months of no answers and basically running through basic loops.

David had me get some log and diagnostic files and they are being looked at by the dev team according to his last communication. He believes it could be a setting much like the problem in Solidworks. I guess time will tell if that is the case.

I have already also reached out to Oqton on the matter and provided all the same info I did to 3D Connexion. They are reviewing as well so hopefully something comes out of this as its a pretty frustrating user experience when it stutters like it does.

[ngomes]

I'm part of the Software Engineering (dev) team at 3Dconnexion.

Although settings are shown on the driver user interface but some may be application controls. By design, the user cannot tell if a setting is controlling the application or the driver. This can be a source of confusion since the user can believe an issue was solved by changing a "driver setting" when, in fact, it is the application configuration that is being affected.

As note previously, we are available to look into this with 3D Systems / Oqton.