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1.0 Contacting Support
1.1 Methods of Contacting Support
There are a variety of methods ways to contact our Developer Support Team. See Contacting Support for details.
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B. If you are "Reporting a bug"; you should first download please confirm the issue exists with 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 . Follow the guidelines below to help ensure quick resolution of the issue include:
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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?If
you cannot reproduce the problem in the sample programs or demos, it would be very helpful if you could 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
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Issue Status | Description |
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Open | A new, unassigned issue. |
Assigned | A Support Engineer is actively working on the issue. |
Needs Partner Review | The issue requires customer feedback or activity. Your response returns the status to Assigned. |
Triage | The confirmed bug will be reviewed by our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. After triage the issue may be moved to Archived, Declined, Backlog or Assigned. |
Backlog | The confirmed bug/feature has been added to our product backlog. No specific timeline has been determined. The time maximum (worst case scenario) time frame for action is a maximum of 24 months. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.4-Backlog-and-Engineering-Process for details. |
Planned | The confirmed bug/feature has been reviewed by our engineering team and a release target identified resulting in a "Fix version" notification. The time frame to resolves a bug in an official release is generally 3 months. The time-frame for new feature delivery in an official release is ~6 months. |
Scheduled | The confirmed bug/feature has been assigned to an upcoming sprint. Development will generally begin within two to four weeks. |
In Development | The engineering team is actively working on the fix/implementation including development, review and testing. |
Pending Review | The Feature Request has been forwarded to Product Management. There is no timeframe for reviewing requests in this quasi-archived state. |
PO/PM Review | Product Management is actively reviewing & considering the Feature Request. |
Needs Input | Product Management requires feedback or additional information related to a Feature Request. Your response returns the status to PO/PM Review. |
Archived | The Bug has been confirmed and reviewed in our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. It is currently considered a lower priority relative to other bugs and development efforts. In this state, it will not be scheduled for resolution unless it is strategically grouped with other development work. Please let us know, if your business needs change and we will reevaluate this status. A Feature Request may be archived when the Product Management team chooses not to decline the request but has no current plans to address it. |
Declined | The bug/feature has been confirmed but will not be fixed/implemented. It is possible that issues with the Backlog, Planned, Scheduled and even In Development status may be Declined. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.2.3-Declined-Status for more information about this status and process. |
Closed | The issue has been handled (answered, fixed, implemented). This is the terminal status for all issues. |
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Occasionally (upon request), we make nightly builds available to a partner specifically for testing a single issue. This comes with the caveat that a nightly build has not been fully qualified and validated by our release testing process.
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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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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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