[TR] 4.5 Making use of Lumion sub-version details

1. Introduction

1.1: Identifying the Lumion sub-version a user is running can be handy for a number of reasons such as:

• To provide information with regards to bugs/issues of that version and what the user might be experiencing.
• To help identify potential illegal users who sign up for a trial to get support from us but send us the Diagnostics Report showing the use of an illegal version.
• To solve compatibility issues of .LS files between major versions of Lumion.

2. How to find the Lumion sub-version

If the user has not entered the full version number in the Support Request form then you should identify exactly which one they are using. 

There are a few different ways to find out which sub-version of Lumion somebody is using:

2.1: Check out the error entries at the bottom of Diagnostics Reports:

If Lumion has crashed, the version number is often displayed:

2.2: Ask the customer to right-click on 'Lumion.exe' and select 'Properties' followed by 'Details':

2.3: Look up the customer's email address on the Support Board page.

If there is only 1 License Key, download their License Activation log file and check if it has been in use recently. The Lumion version number is listed on the right.  It shows the major.minor version.

2.4: Get the customer to send us a screenshot of the Lumion start screen

2.5: Ask the customer for a screenshot of the Settings screen:

3. For 3d modeling software and LiveSync:

Finding the version number also applies, especially for the LiveSync version.

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

4. References

4.1: References: Zendesk Support Request

This outlines the case of an illegal user who used the Trial version of Lumion to get support.

4.2: Article Source: GChat  Morten: 06/07/2020