How to Ask a General Question

How to Ask a General Question

A general support question is a broad inquiry generally related to the use case of one or more Microvellum software products, software features, product library data, and/or accounting details. Those who submit general questions are typically seeking answers or clarification about various aspects of the software.

These questions can encompass a broad spectrum of areas, including, but not limited to:

How do I install my software?
What are the system requirements?
How do I update to the latest software build?
How do I update to the latest library build?
How do I create a sandbox environment?
How do I connect Microvellum to my new CNC machine?
How do I create a backup?
How do I add an additional software license?
How do I pay my support renewal?

The following steps will guide you through the process of requesting a software build update:
  1. Begin by visiting the Cases Portal at http://portal.microvellum.com and navigate to the "My Cases" section. Here, you'll find the "Open a New Case" button conveniently located in the upper-right corner of the page.
  2. In the case submission form, write a concise and descriptive case title that summarizes the primary issue or topic of your support request.
  3. From the "Reason for Request" drop-down menu, select "Question”.
With this selection, you'll notice four additional fields appearing within the case submission form:
  1. In the Product Affected drop-down menu, select the product your problem is related to. Note that this is not a required field. 
  2. Please input your current software build number (e.g., 23.1.0811.641). To locate this information, navigate to your Toolbox palette or help drop-down menu and select "About Microvellum." The build number can be found at the top left of the user interface.
  3. If your question is related to your product library, provide your current product library build number. (i.e., 23.0609) To determine what product library build you are running, open your Toolbox application and reference the Toolbox palette. Your “Current Library” build number is displayed in the palette.
  4. If your question is causing your production to be shut down, click the “Yes” radio option. Keep in mind that a Production Shutdown is characterized by the inability to produce a fully tested product or operate your software across all workstations. If you can still maintain production, employ a workaround, or utilize an alternate workstation to complete the task, it is not necessary to mark "Yes" in this field.
Use the comments field to provide additional information and details about your general question. 
Conclude the process by clicking the "Create Case" button to submit your request.

Please be aware that support cases are addressed on a first-come, first-served basis. Your ticket will remain in the "In-queue" status until an agent is assigned to your case.

    • Related Articles

    • How to Request General License Information

      Requesting general software licensing information from Microvellum may be necessary for several reasons: Understanding Licensing Terms: You may want to clarify and understand the terms and conditions of your software license. This can include details ...
    • How to Submit a General Problem

      A general support problem is a broad inquiry generally related to the usability of one or more Microvellum software products, software features, product library data sets, and/or accounting details. Those who submit general problems are typically ...
    • Profile & Badge Overview

      My Profile On the top right of the forum page, you will see an icon with your profile image, click it and then click "Profile". Click "Manage Profile", and then the "Edit Profile" upper right corner of the page. Here, you can choose to change your ...
    • Creating & Replying to Posts

      To participate in the Microvellum Community forums: You need to create an account. Click the "Sign Up" button from the menu on the top of the page. Next, enter your name and email address and fill out the captcha text. Once you sign up, you can enter ...
    • How to Create a Support Case

      We're committed to delivering the best possible user experience, and part of that commitment is giving you the power to create support cases. We believe in making your journey with our software as smooth as possible, and our support case system is ...
    • Recent Articles

    • Toolbox Release Notes: Year of 2024

      This document will catalog all releases for Microvellum Toolbox software builds that were released in the year 2024. This encompasses builds 24.1.0104.641 to 23.1.1206.641. Toolbox Release Notes | Build 24.1.1206.641 The following release notes apply ...
    • Toolbox Release Notes | Build 25.1.0129.641

      The following release notes apply to Toolbox build 25.1.0129.641. SMA Fixes A wide variety of issues with the Solid Model Analyzer have been resolved. Multiple modifications to existing interfaces or settings have been made to improve precision and ...
    • Microvellum Foundation Library Release Notes | Build 25.0124

      The following release notes apply to Microvellum Foundation Library build 25.0124. Additions Added Century Components Waste Bins, Vanity Organizers, and Base Cabinet Organizers. 11”, 14”, 17” Signature Series Bottom Mount 34qt & 50qt. 4”, 5”, 6”, 9”, ...
    • SQL Server Backups

      This article will list out the various types of backups you can create for databases hosted on an SQL Server, explore methods for creating backups manually and automatically, as well as list software/services that may assist you with backing up your ...
    • Toolbox Release Notes | Build 25.1.0114.641

      The following release notes apply to Toolbox build 25.1.0114.641. UI Fixes Several issues were reported and discovered within the OEM 2025 user interface. The following issues have been resolved: Fig. 1: Excess commands on the tool strip being ...