How do you get help with import/export questions?

1. Follow the model import guidelines and search for a solution

1.1: First, please make sure that you have followed these guidelines:

1.2: If the problem persists, please search for a solution to your problem in our Knowledge Base.

1.3: If you can't find a solution, please proceed below.

When contacting us about an import/export question, please always include the following information:

2.1: Lumion product and version:

2.2: CAD software and version number:

2.3: Import file format in Lumion:

2.4: Export plug-in version (if applicable):

2.5: Export plug-in settings:

Click on the Settings button - or the Export button depending on which CAD software you are using and whether you are exporting the model via LiveSync or not:

Revit: Export settings (Hold down the Shift key while clicking on a settings button):

Send us a screenshot of the settings window (the example below is from Revit):

2.6: The name of the exported Scene or 3D View:

If you are exporting your model from Revit, please tell us the name of the 3D View that you are exporting to Lumion.
If you are exporting your model from SketchUp, please tell us the name of the Scene that you are exporting to Lumion (if applicable).

2.7: A clear description of the problem:

2.8: Relevant files:

Upload the files to us that are causing a problem. See this article on the files types you may be using and what we will need.
- Knowledge Base: How do you upload files for import/export questions?
Include the download link in your message to us.

2.9: Include or attach to your Support Request: a Diagnostics Report, Error.log and Importers Log:

Knowledge Base: How do you provide a Diagnostics Report?
Knowledge Base: How do you provide a Lumion Error and/or Importers Log file?