Upload a Workset to Support

When we ask you to upload your workset to Support, we want to get your full project to be able to reproduce what you are experiencing. Scroll to the bottom of this article for a video showing how to do this.

Inside the Quadri for Windows/Novapoint application, we have solutions to help you do this operation. You find it in Help > Upload to support. The service requires that data sets and files are not opened by any application.

💡 If you want to continue working on another workset while uploading, you can start Quadri Viewer to do the upload. Quadri Viewer and Quadri for Windows can be open at the same time!

Sign in

Sign in with your Trimble Identity/Vianova ID. If you do not have an ID - or have forgotten your credentials - click the link and follow the instructions: Create a Trimble ID

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

• Ongoing support case - Use the "Subject" from an email regarding this case.

• New support case - Please describe the problem as detailed as possible, preferably with steps to repeat the problem.

Backup or All files

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

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

ZIP

When clicking the button, these 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 are in place, the Upload button will be enabled. When pressing the button, these 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.

If the upload or zip fails, please report this to Support. A workaround for the problem is to:

1. Navigate to the project files on your computer.

2. Zip the project folder.

3. Upload to a file-sharing service provider online that you trust or a FTP server that your company provides.

4. Send us the link to download the dataset. 

Note: We are not liable for files shared using 3rd-party solutions.