1. Include the following files (if we ask for them)

1.1:  The source model file(s), e.g. .RVT (Revit), .SKP (SketchUp), .PLN (ArchiCAD) etc.

1.2:  The exported file(s) that are causing the problem, e.g. .DAE, .FBX, .DWG, .OBJ, .3DS etc.

1.3:  Any relevant texture files if they are not included inside the other files.

1.4:  Screencaptures that show what the problem is.

1.5:  If available, the importers.log file found in C:\Users\[yourusername]\AppData\Roaming\Quest3D.

2. Include the Lumion Project (if we ask for it)

2.1: Lumion 10.0 and newer:

• Files -> Save or Save as... to save an .LS Project file:

2.2: Lumion 9.5 and older: 

See section 5 below if you need to save a Scene in Lumion 7.5 or older versions.

3. Zip the relevant files

3.1: Zipping the files will make them smaller so that they are uploaded faster:

• Click here to see how to zip files in Windows 10.

You can also use your own compression tools such as 7Zip.

4. Upload the zip file and send us a download link

4.1: The next step is to upload your files to a file host of your choice and send us the download link:

Examples of file hosts:

• Dropbox
• GDrive
  
  File transfer services:
• swisstransfer.com (Free with up to 50GB)
• wetransfer.com (Free 2 GB transfers)
• transfer.pcloud.com (Free 5 GB transfers)
• file transfer service of your choice

If you use a file transfer service, simply set the sender and recipient to your own email address. When the download link arrives in your inbox, copy-paste the link to your file into your reply to us:

Contact Us

Please ensure that the link provides access to us, or at least email addresses for the act-3d.com or lumion.com domains.

5. Here's how to save a Lumion Scene in older versions of Lumion

5.1: Lumion 8 and Lumion 9:

• Files -> Save Scene tab -> Save as... to save an .LS8 or .LS9 Scene file:

5.2: Lumion 6.0-7.5 only:

• Files -> Save Scene and Models tab -> Save Scene and Models

5.3: Lumion 5 and older:

The 2 scene files are located in Documents/Lumion 5/Scenes:

• SceneName.SPR
• SceneName.SVA

The up to 4 files per Imported Model are located in Documents/Lumion 5/Library:

• ModelName.LIB
• ModelName.LIB.MTT
• ModelName.LIB.INN
• ModelName.LIB.TXX

Video Textures are located in Documents/Lumion (Version)/Miscellaneous/Video Textures:

• VideoTextureName.MP4

Custom music/sound files are located in Documents/Lumion (Version)/Miscellaneous/Sound:

• SoundFileName.WAV

5.4: When you have located the relevant files, please zip and upload them by following the instructions in sections 3 and 4 above.