Frequently Asked Questions

Frequently Asked Questions

Skip the wait and dive into a repository of commonly asked questions and find quick solutions





Render Manager

Post Manager

Scene Manager

Why was my credit/debit card rejected? What should I do?

Your payment provider may decline a charge for one of the following reasons:

  • Insufficient funds
  • Inaccurate card information
  • Suspicion of fraudulent activity

Declined and canceled transactions are the result of safety precautions taken by FastSpring, or your payment provider.

If you think your payment got rejected for no good reason please contact us and we will look into it.

What is the difference between a floating and a node-locked license?
  • A floating license is automatically assigned and removed from your computer when you open or close our products. This makes it very easy to share a license or use it at work and from home.
  • A node-locked license will be automatically tied to the computer. After manually unlocking the license, you will have to wait 24 hours before you it can be used on a different computer.
Render Manager
How do I collect my Render Manager logs and send them to Pulze support?
  • In the Render Manager go to Settings > Support > Collect Logs select the computers involved press Collect and send us the created zip file
  • In cases when the automatic log collector is not available, for example when the problem occurs during the loading phase you will need to get the logs manually. To do that please go to C:\Users<username>\AppData\Roaming\Pulze Service\logs and send us the files from the relevant dates
Render Manager
An unexpected exception has occurred in the network renderer and it is terminating.

This error message is coming from 3ds Max and it means that the application crashed due to an error. Read more about this problem here and here.

Render Manager
My scene renders fine locally but crashes when I submit it to Render Manager!

Rendering your 3ds Max scene over the network is often more sensitive than doing it on your local workstation. Render Manager tries to detect the problem and show it to you in the job details, but in some cases, you might only find a message like: “An unexpected exception has occurred” or similar. Here are some tips that will help you:

  • Make sure all your textures are collected and located on a drive that is accessible by all the relevant computers that need to render the file.
  • Make sure that the version of 3ds Max and plugins are correct (just in case Render Manager did not notify you or you bypassed the warning).
  • Check the log of 3ds Max and read about the details of the error. You can read more about the 3ds Max log here.
Render Manager
Where can I find the log of 3ds Max and how can I read it?

The log of 3ds Max is located at %LOCALAPPDATA%\Autodesk\3dsMax\XXXX - 64bit\ENU\Network\Max.log where XXXX should be the version of 3ds Max.

You can easily open this file with notepad or any other text editor.

If your 3ds Max crashed during a job and Render Manager reported this error: “An unexpected exception has occurred”, it is good practice to search for this line in the log towards the bottom and then read the lines above that. Most likely you will find the cause of the problem that lead to the crash.

Please note that by default 3ds Max clears its log file very frequently and any additional step taken after the incident that you are looking for might remove the error that you are looking for. You can change the number of log files maintained in the 3ds Max Presences > Files > Log File Maintenance

Render Manager
Render Manager reports that my scene has missing textures, how can I solve it?

You can use the asset tracker of 3ds Max to locate the missing textures, or you can use the Relink Bitmaps script. For collecting and relinking your assets to one folder you can use the Collect Asset script. You can read more about this in our blog post:

Render Manager
Do I need to buy Render Manager license for my render nodes as well?

You will need 1 license per computer where you would like to install and use the Render Manager. Both workstations and render nodes require the same license and there are no differences in pricing.

As an example, if you have 2 workstations and 5 render nodes you will need to buy 7 render manager licenses.

Can I change the quantity of the licenses in my subscription?

Yes you can!
Just head over to your subscriptions panel and press the “Edit subscription” on the desired product.

I would like to buy more licenses for my existing subscription! How can I do that?

If you would like to add more licenses to your existing subscription please contact our support for assistance.

Can I cancel my subscriptions?

Feel free to cancel your subscription at any time, but just so you know, the cancellation won’t kick in until the end of your current billing period.
To do it, just head over to to your Subscriptions menu in your account, and hit “Cancel subscription”

And if you change your mind, no worries! You can always undo the cancellation before the period ends.

How does Subscriptions work?

Our products are offered on a subscription basis. Once you subscribe, either monthly or annually, you can use the product continuously. You’ll be billed monthly for monthly subscriptions and annually for yearly ones, as long as your subscription is active.