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Troubleshooting

Contacting Support#

If you need support, contact support@navvis.com. To speed up the support process, make sure to include as much information as possible about the issue.

1. If you think you found a bug in the software, include the following information:

  • Step-by-step instructions on how to reproduce the problem

  • Log files from the time of the problem

  • Your browser's console log from the time of the problem

  • If you are getting error messages from the terminal, preferably copy-paste the text or take a screenshot

  • The version of NavVis IVION you are running

2. If you are having trouble with the setup of NavVis IVION, include the following information:

  • Log files from the time of problem
  • Where applicable, the terminal output (including commands run) from when the problem occurred
  • The version of NavVis IVION you are using

3. If an embedded version of NavVis IVION is not working as expected, include the following information:

  • A link to the embedding website if accessible
  • A description of the problem, with steps to reproduce to reproduce the issue
  • The code used to embed the instance

4. If there is a feature that you think is missing from the software, include the following information:

  • What is the problem that this feature should solve?
  • What should this feature do?
  • How do you think it should be used?

Before Contacting Technical Support#

Before contacting NavVis technical support, review the following options to help you.

Support OptionDescription
NavVis Knowledge Base ArticlesFind help on specific topics at https://support.navvis.com/knowledgebase/.
NavVis IVION DocumentationReview the NavVis IVION Documentation at https://support.navvis.com/docs/ivion/.
NavVis AcademyReview our courses at https://support.navvis.com/academy/.
NavVis ForumAsk a question or find an answer at https://support.navvis.com/forums/.

Downloading Log Files#

Follow these steps to download log files from NavVis IVION:
  1. Go to Instance Settings > Instance Configuration > Troubleshooting.
  2. Click Download logs.

Getting Task Manager Logs#

For certain issues you may need to provide Task manager logs.

Follow these steps to get Task Manager logs:
  1. Go to the site in which the problem occurred.
  2. Go to Site Setup > Dataset Management > Task Manager.
  3. Click on the task that failed.