Here's how:

1. If you have successfully installed Lumion:

A:  Exclusions to antivirus and security software

1.1:  Please add exclusions (see section 1.3 below) to all of the PCs anti-virus and security software.

If you need help with this step, please contact the manufacturers' website for help with your anti-virus/security software.

1.2:  Ensure to add exclusions (see section 1.3 below) in Windows Defender Antivirus:

• Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?

1.3:  The exclusions should include:

1.3.1:  The installation folder - usually [install drive:\]Program Files\Lumion [version].

1.3.2:  The Lumion.exe file in the install folder as in 1.3.1 above.

1.3.3:  The folder and subfolders for user data in Documents.  Being Documents\Lumion [version]. Also found at C:\Users\[yourUserName]\Documents\Lumion [version].  Where [yourUserName] is the name of your Windows login account\profile.

B:  Exclusions to the Firewall:

1.1:  Please add an exclusion for Lumion.exe in all third-party firewalls.

If you need help with this step, please contact the manufacturer for help with your firewall software.

1.2:  Ensure to add an exclusion for Lumion.exe in Windows Defender Firewall.

1.3:  If you can't add an exclusion for Lumion, please make sure that Lumion is allowed to access the following domains and ports in any third-party firewall and security software you are using:

• Knowledge Base: Which domains and ports does Lumion need access to?

Note:  If the issue is that Lumion is unable to connect to its servers then these steps in B: are a requirement.

2.  Other Steps (if needed):

2.1:  If the problem persists, something on your PC might be blocking access via the 'hosts' file. To find out if that is the case, please type 'Notepad' in the Windows search field.

2.2:  Right-click on the 'Notepad' entry and select 'Run as administrator':

2.3:  Then open the 'hosts' file from C:\Windows\System32\drivers\etc\ (not 'hosts.ics'), remove all lines that contain the word 'lumion' and save the 'hosts' file again.  Do not save it with a file extension, for example hosts.txt.

2.4:  Can't see the file 'hosts' in the folder?

• On the View tab of Windows File Explorer, check the box 'Hidden Items'
  
  
  
• If you still cannot see the 'hosts' file, click 'Options' on the View tab of Windows File Explorer.
  • • Then in the resulting dialog, click the View tab
         In the list uncheck the option 'Hide protected Operating System Files'

2.5:  If this does not resolve the problem, we can take a look at the software that is installed on your PC to see if you missed some other security software that might be blocking access.

To get started, please forward the following to us in a new Support Request: 

1. A screenshot of any error messages from Lumion.
2. Screenshots of the exclusions for 'Lumion.exe' that you have added to your firewall/security software as per steps 1.1 to 1.3 above.
3. • In the Windows search field, please type 'system information' and press Enter.
   • In the System Information window, select File -> Save.... and wait for the .NFO file to be generated.
   • Attach the .NFO file to your Support Request.

Contact Us

3. If you are trying to download or install Lumion:

3.1:  Please add exclusions for the Installer file 'Lumion_[version]_Download.exe' and the installer folder (Windows default: the Downloads folder C:\Users\[yourWindowsUsername]\Downloads) in all third-party firewall and anti-virus and security software you are using.

If you need help with this step, please contact the manufacturer for help with your firewall/anti-virus/security software.

3.2:  Make sure that the Installer file 'Lumion_[version]_Download.exe' is allowed to access the following domains and ports in any third-party firewall and security software you are using:

• Knowledge Base: Which domains and ports does Lumion need access to?

3.3:  Please add an exclusion for the Installer file 'Lumion_[version]_Download.exe' in Windows Defender Antivirus and Windows Firewall:

• Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?