If you’re having a problem that’s not covered in our extensive documentation, a drawing with your project data is always helpful to send in with your ticket so we can help you troubleshoot more effectively.
Here’s the process to send your drawing for a Revit project:
1. Save your Revit .rvt file. If your issue involves a specific family or other file, make sure to save those, too. Save copies of all these items into a temporary export folder on your computer.
2. If you’re coordinating with an AutoCAD file, use our Technical Support tool to package that drawing and its Xrefs with the Land F/X data.
If your issue doesn’t involve an AutoCAD drawing, you'll just need to back up your Land F/X project data .lfx file from AutoCAD. (The Backup feature is currently only available in AutoCAD.) How to back up your project data
Save the backed-up project data into the same temporary export folder as the .rvt file.
3. Create a zip file from your temporary export folder.
If the attachment created in the previous step is overly large attachment (larger than 7.5 MB), please send us a Dropbox file-sharing link instead. Our system is unable to handle files exceeding 7.5 MB.
In your ticket, be sure to provide a detailed description of the exact steps you completed to re-create the issue on your end. The more detail you provide, the easier it will be for us to also replicate the issue and determine the cause and, ultimately, the solution.