# Skalp Studio 2027 support problems

Current prerequisites, limitations and recovery checks for Skalp Support. The first
Skalp Studio 2027 release is still in preparation; source implementation does not
establish complete host or release acceptance. Problems corrected during development
are kept in the internal audit archive, outside this runtime knowledge source.
Published SUP identifiers are reserved permanently, including retired entries.

## SUP-001 — Drawing Mode is unavailable

Applies to: Skalp Studio 2027 on macOS and Windows.

Symptoms: **2D Drawing Mode** is disabled or cannot be entered.

Cause: Drawing Mode requires an active saved scene with a supported model-level
section plane. Group- or component-scoped section planes are not supported.

Resolution: Activate or create a saved scene with a model-level section plane,
then enter **2D Drawing Mode** again. If the section plane was moved after the
drawing was created, restore its saved position and orientation.

Keywords: drawing mode disabled unavailable greyed out section scene plane.

## SUP-002 — Send to LayOut cannot find a destination

Applies to: Skalp Studio 2027 on macOS and Windows.

Symptoms: **Send to LayOut** asks the user to open LayOut or reports that no
destination is available even though LayOut is running.

Cause: The active LayOut document must be saved and its active page must have an
unlocked, non-shared target layer. The installed Skalp companion must match the
SketchUp extension.

Resolution: Save the LayOut document, activate its target page and an unlocked
non-shared layer, then retry. Restart LayOut after updating Skalp. If the Skalp
LayOut Panel is absent, restart SketchUp once to refresh the companion and then
reopen LayOut.

Keywords: layout destination missing send companion panel restart layer.

## SUP-003 — Auto Dimension creates no dimensions

Applies to: Skalp Studio 2027.

Symptoms: The crossing line is visible but no dimension chain is placed.

Cause: Auto Dimension requires a supported drawing, prepared line sources and a completed crossing segment followed by an offset position.

Resolution: Activate a saved section scene, enter **2D Drawing Mode** and wait for preparation. Check **Line source**, then press and drag across the required visible lines and release. Move perpendicular to the fixed crossing segment and click to place the chain. Two endpoint clicks are also supported. If there are no eligible intersections, choose another source or crossing segment.

Keywords: auto dimension crossing line offset chain visible lines preparation

## SUP-004 — Section or rear lines do not update

Applies to: Skalp Studio 2027.

Symptoms: A section preview temporarily shows an older result or rear lines
disappear while the drawing updates.

Cause: Skalp calculates changed geometry in the background and can either retain
the previous complete rear result or show only current results. Moving a section
plane never reuses previous rear lines.

Resolution: Open **Extensions > Skalp Studio > Preferences…** and check
**Rearview while updating**. Choose **Show previous result** to retain valid old
rear lines until replacements arrive, or **Show only current result** to hide
them during recalculation.

Keywords: section preview rear lines missing old update background preferences.

## SUP-005 — DWG or DXF export rejects a scene

Applies to: Skalp Studio 2027.

Symptoms: CAD export reports that the scene requires a model-level section plane.

Cause: Group- and component-scoped section planes are not supported by CAD
export. Perspective scenes are also unsuitable for an orthographic section
drawing.

Resolution: Use a saved orthographic scene whose active section plane is at the
model level. An active Skalp clipbox may wrap an originally model-level plane;
the current exporter recognizes that case.

Keywords: dwg dxf cad export rejected scene model level section plane perspective.

## SUP-006 — A problem remains after following the documented remedy

Applies to: Skalp Studio 2027.

Symptoms: The current manual or a support entry describes the problem, but its
remedy does not solve it in the installed build.

Resolution: Use **Report a problem** in Skalp Support. Review the generated
report, add short reproduction steps, expected behavior and actual behavior, and
send it. Skalp sends no model, screenshot or diagnostic log with this simple
report.

Keywords: bug report problem unresolved support send report.

## SUP-009 — Licence is missing or expired after reinstalling

Applies to: Skalp Studio 2027 on macOS and Windows.

Symptoms: After reinstalling Skalp, SketchUp or the operating system, Skalp asks
for activation or automatically reports that a previous licence has expired.

Cause: A normal Skalp or SketchUp reinstall usually preserves the protected
device identity, but a complete operating-system reinstall, different OS user,
cleared macOS Keychain, removed Windows application data or motherboard change
can remove that identity or change the one-way computer identifier. The computer
identifier can discover an expired commercial licence, but it is not a password
and cannot expose account details or restore active access by itself.

Resolution:

1. Install the matching Skalp Studio package and restart SketchUp.
2. If **Skalp Studio - License** shows **Renew license**, choose it. A surviving
   protected device key opens the licence portal directly; otherwise enter the
   licence email address and its one-time code.
3. If the licence is still active, enter its existing activation code when
   prompted. Do not purchase a second licence merely to replace a missing local
   activation.
4. If no recovery prompt appears, open **Skalp Support…**, choose **Client admin
   console**, and sign in by email. If the former licence or computer is not
   listed, contact **support@skalpstudio.com**.

Keywords: reinstall reinstallation new computer Windows macOS SketchUp Skalp
license licence expired renew restore activation code computer ID Keychain DPAPI.

## SUP-010 — Surface Paint produces no visible hatch

Applies to: Skalp Studio 2027.

Symptoms: A painted face has no visible Surface hatch.

Cause: Surface appearance depends on the visible face side, its effective assignment, the pattern type and the drawing/display switches. **None** is a fill-only pattern.

Resolution: Check the visible face side and effective Surface assignment. Check **Appearance > Surface Materials > Hatching** and the Display toolbar's **Show Surface Hatches**. A model copy is independent of its library: edit **In Model > Surface Materials** to change an existing assignment. Report persistent missing hatches with the view type and reproduction steps.

Keywords: surface paint hatch missing face side hatching fill none model copy

## SUP-028 — Converted 2D annotations are missing in SketchUp

Applies to: Skalp Studio 2027 macOS legacy LayOut conversion.

Symptoms: The converted plan is present in LayOut but supported annotation lines,
shapes or texts are absent from the corresponding SketchUp scene.

Cause: The current closed-file converter deliberately retains native sheet
annotations in LayOut and does not run an initial two-way import. Entering Draw
does not adopt annotations outside the managed drawing.

Resolution: Keep those annotations native if no SketchUp editing is needed. Only
content deliberately placed in the managed authored drawing participates in normal
**Sync Drawing with LayOut**. Do not convert the managed drawing again or expect
Sync to infer ownership of unrelated sheet annotations. Native dimensions, labels
and unsupported styles can remain LayOut-only. Review their connections separately.

Keywords: missing 2D annotations converted drawing SketchUp synchronization import.

## SUP-033 — Conversion cannot find a linked SketchUp file

Applies to: Skalp Studio 2027 saved-file conversion; Windows acceptance remains pending.

Symptoms: Conversion reports an unavailable or unreadable source model.

Cause: A saved source path, a verified same-name local model or the exact embedded model must identify the intended source and selected scenes. Recovery stops when a required embedded model cannot be read or identities do not match.

Resolution: Read **Show report** and retain the backups. The converter normally recovers a missing external source from its embedded copy automatically. If it cannot verify that source, restore the intended original SKP or correct the reference in LayOut, save the document and retry from the original. Do not substitute a file based only on its name or overwrite an unrelated local file.

Keywords: conversion missing source linked SKP embedded model identity report backup

## SUP-053 — Some built-in scrapbook symbols are missing

Applies to: Skalp Studio 2027 scrapbook insertion.

Symptoms: A scrapbook page has fewer visible symbols than in LayOut, or an inserted point path appears empty.

Cause: Only supported, visible, unlocked objects on visible, unlocked layers are offered. Unsupported children are omitted. Native zero-length line paths are retained, but flat caps have no visible stroke; round caps display a dot.

Resolution: Check the source page and layer/object visibility and locks. Save source changes and return to the browser to refresh. Check the documented scrapbook compatibility limits before expecting images, tables, viewports, labels or clipped groups. A flat-capped zero-length path, including the standalone Trees (Plan) point object, is visually empty by design; do not redraw built-in source libraries as a repair for an import error. Report unexpected omissions in supported content.

Keywords: scrapbook missing symbols skipped objects point paths zero length flat round caps locked layers


## SUP-054 — Update download appears inactive

Applies to: Skalp Studio 27.0.006 and 27.0.007 on macOS, and Windows 27.0.008.
The same lifecycle failures reproduce against the retained Windows .008 source.
The officially signed 27.0.015 packages offered by the production updater contain
the automatically tested correction. Complete installed-host acceptance is separate.

Symptoms: **Download update** remains visible with no progress, even though an
automatic download has started. A repeated click may appear to do nothing.

Cause: Download state can arrive before the embedded window is ready, and a later
window-data refresh can reset the action label. Closing/reopening can also lose
callbacks when the previous close notification is delayed. A blank status does
not prove the transfer has stopped.

Resolution: Keep SketchUp open while the transfer is active; do not repeatedly
click or delete temporary updater files. Wait for **The update is ready to
install.**, save work and then choose **Install and restart SketchUp**. If no
status appears, contact Support to confirm whether the existing transfer is still
running before retrying. Maintainer display refresh uses the current controller
state and does not start another download or bypass package verification. The
older .006/.007/.008 signed packages remain unchanged. The currently installed
updater still controls the download until .011 is installed.

Keywords: updater download button inactive no progress automatic background update ready window.


## SUP-055 — Updater download is much slower than a browser

Applies to: Skalp Studio 27.0.006 and 27.0.007; confirmed on macOS / SketchUp 2027.

Symptoms: An update takes minutes to download while the same signed package
downloads in seconds through a browser on the same Mac. Progress can continue
slowly and installation can eventually succeed. This is separate from SUP-054's
hidden progress state.

Cause: The early client writes each small network fragment separately to its
temporary file. In SketchUp's embedded Ruby runtime, these frequent file-I/O
yields can impose substantial worker scheduling delays. Batching writes fixes
the reproduced source behavior while retaining network progress, expected length,
SHA-256 and verified-file promotion.

Resolution: Keep an active progressing transfer open until it finishes; do not
start overlapping installations or delete its partial file. If the delay prevents
updating, contact Support for the unchanged official signed package and the
normal manual installation instructions. The source correction is verified on
a macOS development host and is included in the officially signed .015 packages
offered by the production updater. The existing .006/.007 packages remain unchanged;
the old installed client performs the first transfer. Complete receiving-host
update/restart acceptance remains pending owner testing.

Keywords: slow update download minutes browser fast partial file disk writes macOS.


## SUP-056 — Manual download can restart SketchUp without a second action

Applies to: Skalp Studio 27.0.011 with automatic updates disabled. The behavior
is reproduced in the retained controller source; complete platform host acceptance
of the .015 correction remains pending owner testing.

Symptoms: Choosing **Download update** can continue directly into installation
and restart after verification, instead of waiting for a separate restart action.

Cause: The existing controller carries a restart request from the initial download
through to its completion.

Resolution: Save work in all SketchUp and LayOut windows before choosing
**Download update** in the existing .011 build. The official .015 correction stops
at verified readiness and requires **Install and restart SketchUp** separately.
It is available through the production updater; full installed update/restart
acceptance remains pending. Do not assume that closing the
old update window cancels an already scheduled restart.

Keywords: manual update download automatic restart save work separate confirmation.

## SUP-057 — macOS preview disappears and reports an unreadable saved SKP

Applies to: affected official macOS Skalp Studio 27.0.015 installations. This is
not established for every Mac. A development installation can behave differently.

Symptoms: No calculated lineweights or rearview appear. Manually enabling the
section overlay can briefly show its status light before it disappears again.
The preview log repeats **Could not read the saved SKP.**

Cause: In the confirmed case, a native helper exits with authorization status 77
because it cannot read the protected device identity from Keychain. It stops
before opening the model; the older preview error hides that distinction.
This message alone does not establish model corruption or an expired licence.

Resolution: Contact Support with the exact error and installed version. If a
**Calculation problem** window is available in a later build, use **Copy details**
and include the result in a reviewed report. Do not delete licence data, change
Keychain access permissions or repeatedly repair the model to bypass this error.
The officially processed **27.0.020** public beta includes the worker-authorization
correction introduced in 27.0.016 and is available on the download page and
through automatic updates.
Save your work before updating. Confirmation on the originally affected Mac
remains pending; report any continued failure with the new error details.

Keywords: Mac macOS rearview missing lineweights overlay status light saved SKP
unreadable worker authorization exit 77 Keychain protected device identity.


## SUP-058 — macOS LayOut bridge is unavailable

Applies to: Skalp Studio 2027 on macOS with the earlier companion. This is
separate from an unsaved destination document or an unsuitable target layer.

Symptoms: The Skalp LayOut panel is absent and **Send Drawing to LayOut** or
**Send to LayOut** reports **Open LayOut with the Skalp bridge installed before
updating placed drawings**, even though LayOut is running.

Cause: Confirmed earlier-package startup failures include Finder folder metadata
being rejected by package verification. Native startup can also depend on
protected licence access from the separately running LayOut host. The general
connection message alone does not distinguish these causes or an unopened host.

Resolution: The public **27.0.020** beta includes the earlier macOS bridge-startup
corrections and complete companion-app replacement. It is available on the
download page and through automatic updates for all update groups. Save work, use **Extensions > Skalp Studio >
Check for Updates…** or the automatic update notice, and complete the update.
Restart LayOut after SketchUp has installed the matching companion. The official
package, automated startup and server/download checks pass, but this connection
error has also been reported with 27.0.017 installed and an active licence. Full
resolution is not confirmed. The version in SketchUp's **Product information**
does not establish which companion the running LayOut process has loaded.
If the message persists, give Support the installed version and the current
`status` and `error` values from the companion's `startup.json`; these distinguish
an initialization failure from an unavailable or older host session. Do not share
`session.json`, which contains a connection token. Both platform downloads and
automatic update offers now use 27.0.020; this symptom remains macOS-specific.

Keywords: macOS Mac LayOut bridge unavailable missing panel Send Drawing
startup Finder metadata protected licence alpha beta 27.0.017.


## SUP-059 — macOS LayOut palette is absent after a working transfer

Applies to: Skalp Studio 2027 on macOS with the earlier native LayOut panel,
including 27.0.017.

Symptoms: **Send to LayOut** appears to work or the companion reports ready,
but the Skalp Studio LayOut palette never appears. This is separate from the
palette temporarily hiding while another application has focus.

Cause: An earlier native panel startup check can stop the panel process before
it creates a window. A ready bridge does not establish that the panel started.
The startup failure is reproduced in an automated helper-boundary test; the
originally affected Mac's panel exit was not captured.

Resolution: Install the public **27.0.020** beta, which includes the macOS panel
startup correction introduced in 27.0.018, from the download page or through **Extensions > Skalp Studio > Check for Updates…** or the automatic update
notice. Save work first. Quit LayOut fully, let the updated SketchUp extension
install its matching companion, then reopen LayOut. Bring LayOut to the foreground
when checking the palette. Official signing, Apple notarization, automated
startup and server/download checks pass; palette display on the originally
affected Mac still awaits confirmation. If it remains absent, report the
installed version and whether drawing transfer works to Support. Both platform
downloads and automatic update offers now use 27.0.020; this symptom remains
macOS-specific.

Keywords: macOS Mac LayOut palette panel dialog absent invisible ready transfer
Send to LayOut alpha beta 27.0.017 27.0.018.


## SUP-060 — Failed update is downloaded again after restarting

Applies to: released Skalp Studio builds through 27.0.020 with automatic updates
enabled. Reported on macOS; the retry-policy code is shared with Windows.

Symptoms: **The Skalp Studio update could not be installed. The previous version
remains available.** appears, the previous version stays installed, and restarting
offers/downloads the same update again.

Cause: these clients acknowledge the helper failure without remembering that
version for automatic-update suppression. The underlying installation failure
requires separate diagnosis; this message does not establish a corrupt download.

Resolution: in **Skalp Studio Update**, clear **Download and install future updates
automatically**, then choose **Skip this version** before quitting. Keep using the
previous version and report the installed/offered versions to Support. **Remind me
later** alone does not prevent automatic installation on quit. Do not repeatedly
restart to retry. Development regression tests cover the skip/automatic controls
and persistent failure suppression; the latter is not included in 27.0.020.
Affected-Mac and Windows installation acceptance remain pending.

Keywords: automatic update failed installation previous version restart retry loop
autodownload skip download install macOS.