How to get support on the ShapeDiver forum

Grasshopper ShapeDiver
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Answering support questions takes time and while we are trying our best to answer all of them, here are a few things you can do to make sure we can help you in the most efficient way.

  1. Read David’s guidelines for the Grasshopper forum. Most of them apply to the ShapeDiver section as well. In particular, sending minimal versions of your Grasshopper files, as well as screenshots, is a major plus.

  2. Start by searching the forum and looking for an answer in the documentation.

  3. When it is relevant, post a link to the online model uploaded to ShapeDiver. No worries: if your model is private, only ShapeDiver admins will be able to access it.

  4. If it is your first support request, please specify which ShapeDiver account you are using (link to your profile or just give us your ShapeDiver user name).

  5. When one of your issues is resolved, think about flagging the answer as a solution (using the checkmark button under the message). If you solved the problem yourself, don’t hesitate to explain how you did it and to flag the answer.

Thanks for using the ShapeDiver forum section!

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ShapeDiver 3D Viewer - Support and Maintenance Update

On August 18th, 2021, we introduced version 3 of our 3D viewer, which has since seen multiple updates enhancing its capabilities and performance. In the meantime, we have actively encouraged our users to transition to version 3 for an even more robust and feature-rich experience.

On June 21st, 2022, we released the last update to version 2 of the viewer, and it is time to focus our efforts on the latest and most advanced version of our 3D viewer. Therefore, we are announcing the discontinuation of free support and maintenance for version 2, effective June 21st, 2024.

What does this mean for you?

- Version 2 Will Still Function: Rest assured! Version 2 of the 3D viewer will continue to run seamlessly even after June 21st, 2024. Your existing applications will not be affected.

- End of Free Support and Maintenance: Starting June 21st, 2024, we will no longer provide free support or bug fixes for version 2.

- Professional Services Available: For users who require assistance or encounter issues with version 2 after the discontinuation date, we will happily assist through our professional services at our standard hourly rates.

Additionally, we have prepared a comprehensive Migration Guide to help you seamlessly transition your applications from version 2 to version 3. This guide provides detailed instructions and insights to ensure a smooth migration process.

We appreciate your understanding and cooperation in this matter. Our team is committed to providing you with the best possible support and ensuring a smooth transition to the state-of-the-art features of ShapeDiver.

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While the ShapeDiver team strives to provide timely and thorough support on the forum, we are aware that some issues require more in-depth discussions or step-by-step explanations to find a solution. For these reasons, we are announcing new ways to get in touch with our team, depending on your ShapeDiver subscription and your needs. Check out these options below!

Community Catchups

Every week, all ShapeDiver users are invited to join a call where they can ask anything, troubleshoot their Grasshopper and platform-related issues and give very welcome feedback about new and old features.

Some catchups are also an occasion to show some WIP features and brainstorm on some aspects of upcoming functionalities!

Join the next community catchup!

Onboarding calls

All ShapeDiver customers have access to premium onboarding calls with our CTO and other members of the team. Those calls happen with a small number of participants and allow to dig deeper in complex issues including API integrations.

In order to join an onboarding call, check the Community page of the platform and click on “Join a session” to pick a time slot for the call you want to join.

Private support

Business users of ShapeDiver get access to a private email address where our team provides direct support in the best response times. Upgrade your account now and get in touch with our team if you are interested in private support!