1. Here's how to resolve the most common problems

If the Download Manager does not start downloading Lumion, gets stuck or displays an error message (for example "Access denied" or "Downloading setup failed"), please go through the following checklist:

1.1: The first step is to download the Download Manager again via the Download link in the 'Getting started with Lumion' email.

1.2: Then make sure you have at least 30 GB of free disk space on the drive that you are downloading Lumion to.

1.3: Please move the Download Manager to the Desktop before running it. Do not run it on a network drive or in a folder that is being backed up regularly by back-up/cloud back-up software, e.g. OneDrive, GDrive or DropBox.

1.4: Make sure that you have got administrator privileges when you run the Download Manager (Right-click on the Download Manager and select Run as Administrator):

1.5: Right-click on the folder that the Download Manager is located in, select Properties, click on the Security tab and make sure that the following permissions are ticked:

1.6: Please make sure that your firewall, router, anti-virus and security software are not preventing the Download Manager from accessing the following domains via port 80 (HTTP):

• product-download-storage.lumion3d.net
• downloadmanager.lumion3d.net

1.7: Please make sure that the folder that the Download Manager is located in is not being backed up regularly by back-up/cloud back-up software, e.g. OneDrive, GDrive or DropBox.

1.8: If the problem persists after moving the Download Manager to the Desktop, then try these steps:

1.9: If the Download Manager requests an Activation Code when you run it, please double-check that you have only copied the characters in the Activation Code from the Getting started with Lumion email, and not any spaces or other characters.

Example email for Lumion 12:

1.10: Lumion 10 and older versions only: Please make sure that your anti-virus or security software is not preventing the Download Manager from creating a Lumion_VERSION folder in the folder below and from saving .BINPART files in this folder:

• Drive:\ ... Users\USERNAME\AppData\Local\Lumion_VERSION

1.11: Lumion 10 and older versions only: Please make sure that the folder below is not being backed up regularly by back-up/cloud back-up software, e.g. OneDrive, GDrive or DropBox.

• Drive:\ ... Users\USERNAME\AppData\Local\Lumion_VERSION

2. What if that does not resolve the problem?

If it still isn't working it means that the security and or permissions settings on your computer and/or network are so strict that the Download Manager can't complete the operation.

2.1: If so, we recommend that you download the installation files on a network with less restrictive security settings (for example at home), and then transfer the installation files to your office.