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 seeking assistance, clarification, or information about various aspects of the software. These issues can encompass a broad spectrum of areas, including, but not limited to:
- Usage & Features: Issues related to the usability of specific features, functions, or tools within the software and/or product libraries or expansions.
- Error Messages: Seeking help with error messages to discover their meanings and/or troubleshooting steps.
- Performance & Stability: Issues related to software performance, speed, or stability, including slow performance or frequent crashes.
- Data Management: Issues creating data backups, restoration, or other product library data within the software.
- Customization & Configuration: Issues preventing you from customizing your preferences or configuring your software to suit specific needs.
- Account & Access: Issues related to user accounts, login problems, or access permissions.
- Billing & Payment: Issues regarding your billing, invoices, payment methods, or subscriptions.
The following steps will guide you through the process of requesting a software build update:
1. Begin by visiting the Microvellum Client 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 "Problem”.
With this selection, you'll notice two additional fields appearing within the case submission form:
- In the Product Affected drop-down menu, select the product your problem is related to. Note, that this is not a required field.
- 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.
- If your problem 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.
- If your problem 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 problem.
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 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 ...FAQ: Toolbox BSB General Overview
General Overview What is BricsCAD? BricsCAD is a powerful CAD software that supports both 2D drafting and 3D modeling using the industry-standard DWG file format. BricsCAD offers Microvellum users a compatible CAD engine that works seamlessly with ...Things to Consider When Creating a Support Case
Before submitting a support case for your Microvellum software, consider the following points to ensure a more efficient and effective resolution: Documentation & Resources: Review the Knowledge Base for documentation that may provide a resolution to ...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
Microvellum Foundation Library Release Notes | Build 26.0220
The following release notes apply to the Microvellum Foundation Library build 26.0220. Additions Added DTC Magic Pro and Magic Star Ultra drawer systems. Magic Pro Items added in hardware file 300 and 600 lengths for all drawer heights. Add 60kg ...Microvellum Release Notes | Build 25.2.0223.641
The following release notes apply to Microvellum build 25.2.0223.641. Add 2D Elevation Tokens to 3D Drawings Fig. 1: The new 2D Elevation setting. A popularly requested feature by the community has been added to the Microvellum software: the checkbox ...Microvellum Processing Center Application
The standalone Processing Center application provides shop-floor tools for managing and executing manufacturing data generated from Microvellum projects. It enables users to: Print part labels View and print reports Create and re-create manufacturing ...Microvellum Release Notes | Build 25.2.0213.641
The following release notes apply to Microvellum build 25.2.0213.641 File Name Fix An issue was occurring when processing work orders with the Create Sequential File Names setting enabled. When the setting was enabled, a work order being processed ...Microvellum Release Notes | Build 25.2.0206.641
The following release notes apply to Microvellum build 25.2.0206.641. Item Number Fix An issue was reported regarding item numbers in composite drawings. Users who processed work orders with multiple products reported that the item numbers would ...