[Draft *J *P] [SR]: Serious and Continual Problems with the Installer 2.0

[Draft J P] [SR]: Serious and Continual Problems with the Installer 2.0

This article is in initial draft, see some notes below

1. Question:

1.1 A user reports that they are having trouble with the new Installer introduced in Lumion 12.3.

The first troubleshooting step is to restart the Download Manager. If that doesn't help, the user should try following the instructions in these articles:

Knowledge Base: Why is the Download Manager not working?
Knowledge Base: How do you resolve installation problems?

peterm: nope this needs to change to the new article being prepared and ready Tuesday 1/03/2022 as the above relate to the articles for the old DLM and Installer (ONLY)

If the issues persist and no solution is found, we can manually share a suitable Download Manager (2.0) now referred to as the Installer or Lumion Installer with the user (attached here).

2. Standard Reply:

2.1 Answer:

Hi,

Thanks for reaching out.

We are sorry to hear that the Lumion installer is not working as expected.

You'll find a different version of the Download Manager attached to this email. Please try using that version instead and let us know if the issues persist.

Thanks in advance and apologies for the inconvenience.

We look forward to helping you sort this out.

3. Cause/Background information:

3.1 Floyd on 2/28/2022:

About the new installer. Of course we hope the new installer won't cause any issues for our users. But if some users are walking into issues, that we can't resolve, we have the inno setup version as backup. In those situations send the suitable v2_dm.exe (they are available in the beta room) directly to the affected user. IMPORTANT: the .exe, not the link to it! In the situation that shit really hits the fan, Arthur can swap the download in account.lumion.com to the innosetup. (The download url in the already sent emails will still point to the new installer). Of course we will resolve any issue with the new installer as quick as possible, and update the installer on the server.

Review:

peterM:

See this draft notes article: https://lumion-knowledgebase.zendesk.com/knowledge/articles/4420495628562/en-us?brand_id=360001426299

We dont have a Download Manager any more the Lumion Installer V2 certainly does work in two phases - download and install, but now for users they only see one thing the Installer

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ARTICLE SUPPORT (from transfer to HubSpot):

1. Tables:

Tables were not able to be imported via HubSpot Importer. Any Tables in this article are now based on a DIV Conversion. Same is also the case for the transfer of articles with tables in the EKB.

You can add new (basic) Tables in the HubSpot Editor directly.

If the layout does not work, then you can copy/paste or recreate the old Table from ZD. Where possible the Table has also been copy/pasted from the source page (see link below in 3.). Instructions, see this article: Copying an old Zendesk Table over to HubSpot

2. Finding the reference to the old Zendesk Ticket in HubSpot:

Use this Support article: Finding the reference to the old Zendesk Ticket in HubSpot

and for ZD ticket Search in HubSpot following step 1 in above article:

3. Source Zendesk article:

A source and backup copy was made of all articles 9 June 2025.

The saved HTML files and images are in subfolders of: HTML files and images subfolders.

4: Quick Link to Zendesk IKB article:

(not available when Zendesk closed)

[Draft *J *P] [SR]: Serious and Continual Problems with the Installer 2.0