[TR] 4.2 How to get information & files for model import questions

1. To get the information we need

If the users' question can’t be answered or the problem can’t be resolved based on the information/files they provide in their initial post or email, please ask the user to provide the information in steps 2.1 to 2.9 in the article below:

Knowledge Base: How do you get help with import/export questions?

2. To get the files we need

2.1: If the user’s question can’t be answered or the problem can’t be resolved based on the information in section 1 above, please ask the user to provide the required files, so that we can try to replicate the problem at our end:

Knowledge Base: How do you upload files for import/export questions?

2.2: If the errors relate to importing when the import method is using LiveSync, then you need to also get the importers.log file found in C:\Users\[yourusername]\AppData\Roaming\Quest3D.

This is now included in the above article, however, you may have to ask for it separately or to check that they do not miss including it.

2.3: The error.log file includes certain events during an import so should also be checked through.

If the user is using Lumion 11.3 or newer, that report is automatically generated as part of the files when the user provides a Diagnostics Report (via Lumion):

Knowledge Base: How do you attach a diagnostics report?

Otherwise, it needs to be requested:

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

List of file formats by application:

3ds Max: .MAX + exported file format, e.g. .FBX or .DAE format.
AllPlan: .NDW + exported file format, e.g. .SKP format.
ArchiCAD: .PLN + exported file format, e.g. .DAE format.
AutoCAD: .DWG.
Cinema4D: .C4D + exported file format, e.g. .FBX or .DAE format.
Infraworks: .IMX + exported file format, e.g. .FBX format.
Microstation: .DGN + exported file format, e.g. .FBX, .SKP or .DAE format.
Rhino: .3DM + exported file format, e.g. .DAE format.
SketchUp: .SKP.
Vectorworks: .VWX + exported file format, e.g. .DAE format.

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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] 4.2 How to get information & files for model import questions