Get help with NavVis products

This article explains how NavVis customers can get answers to their questions or help resolving their problems.

What support plans does NavVis offer?

If you have any questions or technical issues regarding NavVis products, there are different support plans available depending on your subscription.

Free access to our how-to guides, reference docs, documentation, and troubleshooting steps in the NavVis Knowledge Base, available to all NavVis users for free. In addition, users can access our online courses which are available in the NavVis Academy. Users can also ask questions, find answers, and engage with professionals from around the world in the NavVis Community Forum. To get access to these pages, a NavVis Portal account is necessary. If you don't have one, please register by clicking on Sign In/Register.

However, if you need dedicated support regarding a specific problem or question about a NavVis product, a paid support entitlement is necessary. These entitlements can be purchased via your Account Manager who will work out the details with you. A support entitlement allows you to reach out to NavVis Support Engineers via phone or by opening a Support Case. Our dedicated Support Engineers will then help you solve your issues based on our Support Policy. 

For any questions regarding your NavVis support entitlement, please reach out to your Customer Success Manager. 

Before contacting NavVis Support

Before contacting NavVis technical support, check if one of the following options could help you:

In case none of the above helped resolve your issue, you may contact NavVis Support if you have a valid support entitlement.

How to contact NavVis Support?

If you need support, reach out to NavVis by creating a support case. You can do this by choosing one of the options below:

• Create a Support Case directly in the Portal. To do so sign in and head to https://support.navvis.com/support/; then click on "Open a new case" to raise your issue.
• Write an e-mail to support@navvis.com; a new Support Case in your name will then automatically be created.
• Call NavVis Support via phone line. Support numbers and availability may vary based on your location. Please contact your Customer Success Manager to get more information.

To speed up the support process, make sure to include as much information as possible about the issue.

1. If you think you found a bug in the software, include the following information:

• Step-by-step instructions on how to reproduce the problem
• Log files from the time of the problem
• Your browser's console log from the time of the problem
• If you are getting error messages from the terminal, copy-paste the text or take a screenshot
• The version of NavVis IVION you are running

2. If you are having trouble with the setup of NavVis IVION, include the following information:

• Log files from the time of the problem
• Where applicable, the terminal output (including commands run) from when the problem occurred
• The version of NavVis IVION you are using

3. If an embedded version of NavVis IVION 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

4. If there is a feature that you think is missing from the software, include the following information:

• What is the problem that this feature should solve?
• What should this feature do?
• How do you think it should be used?

Written in [October] [2022]