Uploading Attachments to Support Cases

Uploading Attachments to Support Cases

Support case attachments are files or documents attached to a support case or ticket, serving the purpose of providing additional information, context, or evidence relevant to the reported issue. These attachments can encompass a wide range of file types, such as screenshots, images, log files, tool files, documents, videos, and more.


You may choose to upload an attachment as part of your support case for several reasons:
  1. Visual Documentation: Images can provide visual documentation of the issue or concern you are experiencing. This can be particularly helpful when the problem is difficult to describe in words alone. It allows support agents to see exactly what you're encountering.
  2. Error Messages or Codes: If you're facing an error message or code on a software or device, taking a screenshot of it can be invaluable. Support agents can analyze the error message more effectively with a visual representation.
  3. Project Files: If you are having an issue with a project or a specific feature, support agents may request that you submit certain files to help troubleshoot your issue. 
  4. Troubleshooting: Support agents may use images to guide you through troubleshooting steps more effectively. They can mark or highlight areas on the image to direct your attention to specific components or settings.
  5. Faster Resolution: Providing images upfront can often expedite the support process. It reduces the need for back-and-forth communication to clarify the issue, which can save you time and help the support team address your concern more quickly.
  6. Quality Assurance: In some cases, your attachments may be used for quality assurance and improvement purposes. 
Always make sure that you're comfortable with sharing images and do not contain any sensitive information that might inadvertently be included.

Acceptable File Types

The Cases Portal accepts various file formats, including .anc, .avi, .bmp, .cix, .cid, .cnc, .cpout, .doc, .docx, .hop, .iso, .jpeg, .mdb, .mpeg, .mp4, .mpr, .nc, .pdf, .pgm, .pgmx, .png, .pps, .ppt, .prg, .rar, .r41, .sdf, .std, .stk, .tcn, .tlfx, .tlf, .txt, .wmf, .wmv, .xml, .xls, .xlsx, .z7, .zip, with a maximum 3 individual files per case, limited to 30MB per file and a total of 90MB for your overall case payload. If you wish to attach a different file type, please make sure to compress the file(s) into a zip before attaching them to your case.

When attaching files to support cases, you should make sure the attachments are relevant to the issue, are in a format that can be easily opened and understood, and do not contain sensitive or personal information that shouldn't be shared. 

Attachment Scanning

We prioritize the security and integrity of our system and your data. As part of our commitment to ensuring a safe and smooth experience, please be informed that our Cases Portal employs a rigorous file scanning process during the upload procedure. This scan is designed to proactively identify and address potential issues with uploaded files.

During the upload process, our system conducts a comprehensive scan of each file for several key factors, including file size, file type compatibility, and the presence of viruses. This immediate scanning process is integral to maintaining the security of our platform.

Should the scan detect any of the following conditions:
  1. A file that exceeds the specified size limit,
  2. A file in an incompatible or incorrect file format,
  3. A file that contains a virus or poses a security risk,
  4. A file or zip file that contains files that pose a security risk. (e.g. Executable Files (*.exe), Dynamic Link Libraries (*.dll), Batch Files (*.bat), etc.)
Your case submission will be unable to proceed through our system. 

If you encounter any difficulties or have questions regarding this process, please do not hesitate to reach out to our support team for further assistance.

    • Related Articles

    • How to Create a Support Case through the Microvellum About/Support Portal UI

      This article details the process of creating a support case directly through Microvellum software. See Creating a Support Case for general information on what is to be included in a case. To start a support request, navigate to Help > About ...
    • My Cases: Case Details

      Once you've logged into the Cases Portal and navigated to the My Cases area, simply click on the case title to access the case details page. Here, you can thoroughly review the case description, append additional comments, upload attachments, and ...
    • Microvellum Support and Maintenance

      Microvellum Support Microvellum offers comprehensive support and maintenance benefits, ensuring clients have access to technical assistance, software updates, and training resources to optimize their software experience. When purchasing a Microvellum ...
    • My Cases: Overview

      Once you've logged into the Cases Portal, accessing your support cases is a breeze. You can simply click on the "My Cases" icon in the flyout menu or choose the "View Cases" button conveniently placed on the Welcome page. Inside this section, you'll ...
    • Getting Started with the Cases Portal

      A user-friendly platform designed to streamline your support experience and provide seamless access to our support channels. Please Note: Both new and existing users of the MVKN must create a Cases Portal account before accessing the My Cases area of ...
    • Recent Articles

    • Toolbox Release Notes | Build 24.1.1001.641

      The following release notes apply to Toolbox build 24.1.1001.641 HBore Toolfile Fix Fig. 1: The location in the Toolfile UI where the error would occur. There was an issue reported with the functionality of the Horizontal Boring Machine setting in ...
    • Microvellum Foundation Library Release Notes | Build 24.0919

      The following release notes apply to Microvellum Foundation Library build 24.0919 Additions Added 5 new special Wine Rack products and 9 new Wine Rack Insert subassemblies. Products: Master Vertical Wine Rack Corner Frame Master Vertical Wine Rack ...
    • Foundation Library Catalog: Appliances

      This document lists the full range of appliance products within the Microvellum Foundation Library. Appliances are non-cabinet products such as refrigerators, dryers, microwaves, intended to be placed into Microvellum project rooms for visualization ...
    • Toolbox Release Notes | Build 24.1.0913.641

      The following release notes apply to Toolbox build 24.1.0913.641 Copying Fix Issues were reportedly occurring when users attempted to copy projects and rooms: When attempting to copy a and move a project, it was sometimes the case that products being ...
    • Foundation Library Catalog: Countertops

      This document lists all products in the Countertop category of Microvellum's Foundation Library. Countertop products are products designed to be placed atop counters or placed along wall components to act as surfaces, coming in a variety of shapes to ...