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:
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:
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):
Otherwise, it needs to be requested:
List of file formats by application: