Whenever you need technical support, go to the Customer Support portal first. The portal includes a knowledge base for troubleshooting, support documentation, contact information, links to the NavVis Academy and more.

Rapid issue resolution

If the support information you need is not available from the portal, then contact us via email support@navvis.com. To speed up the support process include the following information when possible:

The NavVis {{glossary.IVION Instance}} URL and {{glossary.Site}} name.
Step-by-step instructions on how to reproduce the issue.
Log files from the time of the problem, refer here.
Note any error messages that are displayed related to the issue.
The version of you are running.

Embedded version of NavVis IVION

If an embedded version of is not working as expected, include the following information:

A link to the embedding website if accessible.
A description of the problem, with steps to reproduce the issue.
The code used to embed the instance.

Feature requests

If there is functionality you think is missing from NavVis IVION, or a feature you would like added, include the following information:

What should this feature do?
Describe the type of user that would use this feature.
What business problem will this functionality or feature solve and/or what workflow will it enable?

Before Contacting Technical Support

Before contacting technical support, review the following options available to you.

Review the troubleshooting procedures for NavVis IVION in our extensive knowledge base IVION Troubleshooting.
Review the function and features of NavVis IVION in this documentation.
Review the courses and learning available in NavVis Academy.

Getting {{glossary.Task manager}} Logs

For certain issues you may need to provide Task manager logs.

Procedure

Go to the site in which the problem occurred.
Go to the Task Manager.
1. Within the draft site, go to {{glossary.Dataset}} Management and scroll down to the Task Manager.
2. Otherwise, go to Settings > Task Manager.
Select the task that failed.

Downloading Log Files

Procedure

Go to Instance Settings > Instance Configuration > Troubleshooting.
Select Download logs.

FAQ

Where should I go for technical support?

You should go to the Customer Support portal first, which includes a knowledge base, support documentation, and more.

What information should I include when contacting support via email?

Include the NavVis IVION Instance URL, step-by-step instructions to reproduce the issue, log files, any error messages, and the version you are running.

What should I do if the embedded version of NavVis IVION is not working?

Provide a link to the embedding website, a description of the problem, and the code used to embed the instance.

Can I request new features for NavVis IVION?

Yes, you can submit feature requests by describing what the feature should do, the type of user that would use it, and the business problem it will solve.

Is there a knowledge base available for troubleshooting NavVis IVION?

Yes, there is an extensive knowledge base available for troubleshooting NavVis IVION.

How can I obtain Task Manager logs?

Go to the site where the problem occurred, access the Task Manager, and select the task that failed.

What steps do I need to follow to download log files?

Go to Instance Settings, then Instance Configuration, and select Troubleshooting to download logs.

Should I review documentation before contacting technical support?

Yes, it is recommended to review troubleshooting procedures, features documentation, and courses available in NavVis Academy before contacting support.

How to Extract NavVis IVION Logs for NavVis Support

Procedure

Further support