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Upload to Support

MOUS_ICO Main Menu (N) > Help > Upload to support

A service for uploading a data set to Novapoint Support for troubleshooting. The service requires that data sets and files are not open by this or other applications.

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Selecting files

The upper left section will display two tabs:

Recent Binders

This tab will display a list of recently opened binders. Identify your data set and press “Select »” to move the selection to the upload section. If your data set is not displayed - use “Manually add files”.

Worksets

This tab will display a list of worksets. Identify your data set and press “Select »” to move the selection to the upload section. If your data set is not displayed - use “Manually add files”.

Manually add files

Any file(s) can be added to the upload list. When manually selecting Novapoint DCM data sets, it is only required to select the binder file.

Description

Add a reference to this support case. Either a support tag no. or contact name. Add a description of the problem and preferably steps to repeat the problem.

Backup or All files (>NP19.30)

In most cases it is sufficient enough to upload only the Quadri Model Backup file. We recommend “Backup only” as your primary selection. Size and upload time is more than halved compared with uploading all files.

If your problem is related to e.g. a crash when opening a model, you can consider selecting “All files”. Confer with our support team before selecting this option. Size and upload time is more than doubled compared with uploading only the backup file.

ZIP

When pressing the button the following processes will be activated:

  • The selected files will be compressed into a zip-file. For large data sets this may take some time.
  • The size of the resulting ZIP-file is displayed.
  • If the size of the file exceeds 1 GB, consider dividing the shipment into smaller packages.
  • When satisfied with the size of the zip-file, start the upload process

Upload

When the above selection and information is in place, the “Upload” button will be enabled. When pressing the button the following processes will be activated:

  • The upload process will start. For large data sets this may take some time.
  • When the upload process is complete, the application can be closed
  • A verification email will be returned
  • A notification email will be sent to Novapoint Support
Last modified: 2019/07/10 11:26 by vn_no_jko
CC Attribution-NoDerivs 3.0 Unported License.