Asking for Help

Asking for help

We love to hear from you, whether you have an idea, are requiring some clarification or are having an issue with a software bug. To enable us to respond as quickly as possible please follow some of the steps below:

  • Provide an Example File

  • Provide each issue as a numbered dot point item

  • Isolate the problem where possible

  • Provide Version to all applicable software

  • Explain what you have attempted to solve the issue?

  • What is the desired outcome of a fixed/improved solution?

Provide an Example File

Where at all possible please provide an example file... Even if the problem can be demonstrated in a simple screenshot please send an example file when requesting help. This way we can make sure the resolution works with your problem or script.

Providing a succinct example is the quickest way to get a response to a support query.

Provide each issue as a 'numbered' dot point list

For multiple issues or requests, separating issues into bulleted numbered list allows us to reply in a structured manner and reference numbered items.

Isolate the problem

If you are having issues with a large model and there are only certain parts in which you are finding issues.

Example: Only one or some elements of a large .ifc file are importing into Rhino incorrectly.

For isolating issues in an ifc file please see how you can extract simple IFC files using the RhinoIFC of RevitIFC Tree Viewer.

Example: An element is not exporting from Revit to Structural Analysis correctly

Provide a small Revit model with only the applicable member in it.

Provide Software Versions

If you are using Rhino, you can directly generate a support email for a particular version of the GeometryGym plug-in by calling the gg###ZZSupportRequest command.

If this command is not available you can call the gg###Version Command or you can look at the installer name of the installer provided that has been installed.