[TR] 4.1 How do you get information & files for error reports?

1. Check if the report already exists on JIRA

Training: [TR]: How do you look up error reports on JIRA?

2. Then ask for the information/files we need

If the users' error report can’t be diagnosed or resolved based on the information/files they provide in their initial Support Request, please ask them to provide the following information/files if needed:

2.1: The exact Lumion version.

2.2: Clear steps that show us how to replicate the problem.

2.3: A Diagnostics Report if it looks like a driver/hardware issue or a lack of memory:

Knowledge Base: How do you provide a Diagnostics Report?

Another very useful report which also provides information on the software in use is the Windows System Information Report.

Windows Start or Windows Search
Type in "System Information"
Select the System Information app
File Save to .NFO file.

Note: Currently we do not ask for this in the above article, although I'm (Peter) thinking we should as we now use it quite often.

2.4: An Error Log file, which is Lumion's log of events.

Knowledge Base: How do you provide a Lumion Error Log file?

Note: If the user has Lumion 11.3 or newer and follows the steps in the 'How to provide a Diagnostics Report' article, the error.log file will also be generated along with the .dxdiag and an abbreviated diagnostics for key PC details.

The files will be created in a folder named 'techsupport' (located in the Lumion Documents folder) ready for the user to zip and send to us so we have the key reports in one go.

2.5 Ask them to send us a download link if they need to upload files that exceed 50 MB:

Knowledge Base: How do you upload files to Lumion staff?

2.6 If the errors relate to importing then see:

Internal Knowledge Base: [TR]: How to get information & files for model import questions

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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)

[TR] 4.1 How do you get information & files for error reports?