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1.0 Contacting Support

An important part of our relationship with you is responding to your technical inquiries. These can be bug reports, feature requests or simple usage questions. Please find below details on the best ways to engage with us on these technical queries. It's generally more efficient for everyone to use our support portal but if that is proving difficult feel free to call us directly at our offices or just sending an email.

If you are on a self-guided evaluation of a Tech Soft 3D product, please submit your support questions via the Tech Soft 3D Community Forum for help. You should receive a response to your question within 3 business days. We welcome feedback in the forum from both evaluators and partners. However, the ability to request bug fixes and submit official feature requests is reserved for our commercial partners

1.1 Methods of Contact

Support Website

When you require technical assistance, we encourage you to submit the information via our Support Portal.

If you are accessing the site for the first time click on the link, Forgot Password, and you will be sent your initial password. After logging in, select the appropriate submission form to "Report a bug", "Ask a question" or "Suggest a new feature".
An ID will be associated to your request and included in the subject line of related emails, and be displayed in the following format: SDHE-xxxxx Issue Summary.
SD for Service Desk, HE for HOOPS Exchange (SDHV for HOOPS Visualize, etc.) xxxxx for the issue number.
Please include the issue ID (and maintain its original formatting) in the subject of any further correspondence on the matter. You can also use the support portal to track the status of your issues, submit test files, etc.

E-Mail

The support@techsoft3d.com address is a generic Tech Soft 3D Developer Support account. We encourage you to review the following and choose an alternative method to contact us which will be more efficient.

HOOPS SDK Products

We strongly encourage you to use our Support Portal to review your issues and report new ones. This helps ensure all the required information is provided which will result in quicker resolution times.

You can send email to one of the following aliases to automatically create an Info Request in the portal:

• HOOPS Communicator: support.hc@techsoft3d.com

• HOOPS Exchange: support.he@techsoft3d.com

• HOOPS Publish: support.hp@techsoft3d.com

• HOOPS Visualize: support.hv@techsoft3d.com

• HOOPS Luminate: support.hl@techsoft3d.com

• Polygonica: support.polygonica@techsoft3d.com

HOOPS Demo Viewers

To request a License key for our Demo Viewers, submit an info request in any of the HOOPS portals as described above.

OEM Products

For support with the AutoCAD OEM or Inventor OEM development platforms please send an email to:

Paavo Rantanen: paavo@techsoft3d.com

If your support inquiry pertains to RealDWG, the AutoCAD API (ObjectARX) or the Inventor API then please login to your Autodesk Developer Network (ADN) account and log a support case there.
Alternatively you can log into the partner centre and create a case there.

3rd Party Support Accounts

For technical assistance please send an email to:

• Siemens Kineo: support.kineo@techsoft3d.com

• Siemens Parasolid: support.parasolid@techsoft3d.com

Tech Soft 3D Website User Access

If you have trouble accessing our Support Portal or https://developer.techsoft3d.com/, please send email to support@techsoft3d.com

Phone

You can also contact our support group via the following:

• Americas (includes U.S.A.): +1.510.883.2180

• Europe, Africa & Middle East: +33 4 72 81 68 81

• Asia & Australia (includes Japan and South Korea): +81-(0)45-313-2555

1.2 Required Information

Before contacting our support team some of the general guidance we provide is:

A. If you want to "Ask a question", have you:

• Reviewed pertinent sections of our https://docs.techsoft3d.com/landing/latest/?

• Explored the technical articles on the https://developer.techsoft3d.com/ ?

• Looked through our https://techsoft3d.atlassian.net/l/cp/okz7p0w1?

B. If you are "Reporting a bug"; you should first download the latest release from the https://developer.techsoft3d.com/ to confirm it's still an issue. If it is then some items to consider which helps ensure quick resolution of the issue include:

• Do any of the available samples or demonstration programs experience the same results? If yes, which program and how is it used to demonstrate the issue?

• Are special compiler/linker options used?

• Does the same result occur on multiple platforms?

• If you cannot reproduce the problem in the sample programs or demos, it would be very helpful if you could provide the following information:

  • HOOPS Communicator:

    • For viewer-side issues please submit an HTML and JS file(s) that reproduces the problem.

    • For conversion issues, please submit any sample files along with specific converter.exe settings and log files which enable us to reproduce the problem.

  • HOOPS Exchange:

    • a standalone test case.

    • a sample file which demonstrates the problem when loaded into the HOOPS Demo Viewer or the HOOPS Exchange Demo.

  • HOOPS Publish:

    • a standalone test case.

    • a sample file which demonstrates the problem when loaded into the HOOPS Demo Viewer or the HOOPS Exchange Demo.

  • HOOPS Visualize: there are a couple of options here:

    • a standalone test case.

    • a piece of code which can be added to the simple apps on HOOPS Visualize 3DF or the sandbox apps on HOOPS Visualize HPS.

    • a code snippet generated from the code-generation capabilities of HOOPS Visualize.

  • HOOPS Luminate:

    • a .red file which reproduces the scene in question

Once these questions have been considered, please contact Developer Support, who will gather necessary information and work to resolve your issue.

1.3 Uploading Large Files

Files up to a moderate size can be directly attached to support portal issues. In other situations, use our Secure File Transfer system:

1. Open https://transfer.techsoft3d.com in a browser.

2. Register for a new account using your email address.

3. Review Create a File Link to learn how to generate file links to share with Tech Soft 3D Support.

4. Once you have generated a file link you can copy and paste it into your support ticket.

2.0 Support Process

The following steps outline the standard process for requesting and obtaining support assistance:

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1.1 Methods of Contacting Support

There are a variety of ways to contact our Developer Support Team. See Contacting Support for details.

1.2 Required Information

Before contacting our support team some of the general guidance we provide is:

A. If you want to "Ask a question", have you:

• Reviewed pertinent sections of our https://docs.techsoft3d.com/landing/latest/?

• Explored the technical articles on the https://developer.techsoft3d.com/ ?

• Looked through our https://techsoft3d.atlassian.net/l/cp/okz7p0w1?

B. If you are "Reporting a bug"; please confirm the issue exists with the latest release from the https://developer.techsoft3d.com/. Follow the guidelines below to help ensure quick resolution of the issue:

• Any data shared with us (files, code, etc.) is considered confidential and will only be used to reproduce the issue and prevent regressions.

• Do any of the available samples or demonstration programs experience the same results? If yes, which program and how is it used to demonstrate the issue?

• Are special compiler/linker options used?

• Does the same result occur on multiple platforms?

• For conversion issues, you may need to submit the original CAD file or assembly. We will test these files with reference applications to ensure validity. Please avoid sharing files created using educational licensing. Generally, such data is not readable by software with a professional license. We can’t support this type of data.

• If you cannot reproduce the problem in the sample programs or demos, it would be very helpful if you could provide the following information:

  • HOOPS Communicator:

    • For viewer-side issues please submit an HTML and JS file(s) that reproduces the problem.

    • For conversion issues, please submit any sample files along with specific converter.exe settings and log files which enable us to reproduce the problem.

  • HOOPS Exchange:

    • a standalone test case.

    • a sample file which demonstrates the problem when loaded into the HOOPS Demo Viewer or the HOOPS Exchange Demo.

  • HOOPS Publish:

    • a standalone test case.

    • a sample file which demonstrates the problem when loaded into the HOOPS Demo Viewer or the HOOPS Exchange Demo.

  • HOOPS Visualize: there are a couple of options here:

    • a standalone test case.

    • a piece of code which can be added to the simple apps on HOOPS Visualize 3DF or the sandbox apps on HOOPS Visualize HPS.

    • a code snippet generated from the code-generation capabilities of HOOPS Visualize.

  • HOOPS Luminate:

    • a .red file which reproduces the scene in question

Once these questions have been considered, please contact Developer Support, who will gather necessary information and work to resolve your issue.

1.3 Uploading Large Files

Files up to a moderate size can be directly attached to support portal issues. In other situations, use our Secure File Transfer system:

1. Open https://transfer.techsoft3d.com in a browser.

2. Register for a new account using your email address.

3. Review Create a File Link to learn how to generate file links to share with Tech Soft 3D Support.

4. Once you have generated a file link you can copy and paste it into your support ticket.

...

2.0 Support Process

The following steps outline the standard process for requesting and obtaining support assistance:

1. Use the Create Issue form to log an issue in the online support system and submit any related test programs/files. At creation time, you may indicate the severity and the Business Impact of the issue. These influence the urgency with which the support team will respond. To ensure the system works well please use the highest level severity for only your most urgent issues.

2. Once an issue is created it's assigned to a support engineer who works on the issue until it is resolved. Resolution is defined as either arriving at a point where the issue can be closed (a question was answered, feedback was provided, etc...), or assigning the Bug or Feature to our Engineering team.

3. If an issue is a confirmed Bug, it is given a status (Archived, Declined, Backlog) based on our analysis and https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process.

4. If an issue is a Feature Request, it is given a status (Archived, Declined, Backlog) upon review by our Product Management Team.

5. When a decision is made to target the delivery of a Bug-fix or Feature in a specific release, the release value is set in the "Fixed Version" field (the default value is "Unscheduled".) and the status of the issue changes to Planned.

...

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Usually you will see a Fix version like "HE 2022 SP22025.3.0" but sometimes you might see a Fix version like "2022-Q2 2025" (i.e. second quarter of 20222025).

This is a more general targeting of a time frame for resolution rather than a specific release. It’s an early assessment so the broad timeframe indicates our level of certainty. It indicates the Product Management team aims to resolve the issue in that general time frame.

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2.8 Support Response Time

We understand responsiveness is extremely important for our partners. Below we detail the response time targets for each issue type. Please note that resolution of an issue may require several rounds of correspondence.

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Issue Type

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Response Time Target

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Info Request

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Response time target is 48 hours. We prioritize Info Requests over Bugs and Features since these generally require a product delivery.

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Bug

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Response time target is 4 days to review and confirm issue description, materials, reproduction steps. Once confirmed the issue will be referred to engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process.

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Feature Request

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We receive numerous feature requests, and strive to balance them against product direction and available resources. Simple feature requests are considered in the same time scale as bugs. More complex ones may be reviewed during our annual product planning sessions. If you have a complex request, we encourage you to reach out directly to the Product Manager (via the support ticket).

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Documentation Issues

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Documentation Bugs/Features are fixed in a similar process to bugs.

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Third Party Bugs/Features

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These are reported to the third party supplier with no further action by Tech Soft 3D. If something is assigned a P1 then we will encourage the Third Party to resolve the issue, and notify the customer of the likelihood/timing of any solution.

2.9 Deprecation Process

Deprecation indicates End of Support for a designated functionality (cf. Platform Support Plan for HOOPS Suite)

• We plan to remove this functionality in the near future (the timeline will vary in each instance, and may be undefined).

• We urge partners to discontinue use of this functionality as soon as possible.

• We will not fix defects related to this functionality.

3.0 Product Releases

All our product releases are available for download from our https://developer.techsoft3d.com/.

See our https://techsoft3d.atlassian.net/l/cp/5GqwxeNn for specific release timing details.

https://docs.techsoft3d.com/landing/latest/ updates will be released every Thursday morning (US Pacific Time).

For detailed discussion below, “HOOPS Suite” includes Communicator, Exchange, Publish, Visualize HPS, and Luminate.

Release Naming and Frequency

HOOPS Suite

Prior to HOOPS 2024, the naming convention is HOOPS <Product> <Service Pack> <Update> and the frequency for our releases is:

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One major feature release per year (e.g. HE 2020).
Our major releases go out in the December/January time-frame

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Two Service Pack releases per year (e.g. HE 2020 SP1).
Our SP1 and SP2 releases generally go out in the March/April and June/July time-frame

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2.8 Support Response Time

We understand responsiveness is extremely important for our partners. Below we detail the response time targets for each issue type. Please note that resolution of an issue may require several rounds of correspondence.

2.9 Deprecation Process

Deprecation indicates End of Support for a designated functionality (cf. Platform Support Plan for HOOPS and Ceetron SDKs)

• We plan to remove this functionality in the near future (the timeline will vary in each instance, and may be undefined).

• We urge partners to discontinue use of this functionality as soon as possible.

• We will not fix defects related to this functionality.

...

3.0 Product Releases

All our product releases are available for download from our https://developer.techsoft3d.com/.

See our https://techsoft3d.atlassian.net/l/cp/5GqwxeNn for specific release timing details.

https://docs.techsoft3d.com/landing/latest/ updates will be released every Thursday morning (US Pacific Time).

For detailed discussion below, “HOOPS Suite” includes Communicator, Exchange, Publish, Visualize HPS, and Luminate.

Release Naming and Frequency

HOOPS Suite

Starting with HOOPS 2024, the naming convention is HOOPS <Product> major.minor.dot (e.g. HOOPS Communicator 2024.0.0). New releases are scheduled for every six weeks with the

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