Getting Support
Official Support Channels
If you need assistance, here are the best ways to get in touch with us:
- Forums: Visit our community forums for discussions, troubleshooting, and solutions shared by other users.
- Email: You can reach us directly via email for more personalized support.
- Discord : Join our active Discord channel to get help directly from the development team and the community. This method is often faster in many cases because the developers can get feedback faster.
- Social Media: While our social media channels are primarily for marketing, you can occasionally use them to reach out for support. However, we recommend using the above channels for faster and more reliable assistance.
Reporting Issues Efficiently
To help us debug issues quickly, please provide detailed information about your environment and the steps to reproduce the problem. This minimizes back-and-forth communication and ensures a faster resolution. Every environment is unique, so the more specific your details, the better.
Environment Details
To help us understand and resolve your issue efficiently, please include the following environment details in your report:
- Operating System: Specify the exact OS and version number (e.g., Windows 11 Pro, version 22H2).
- DCC Tool Version: Include the full version number of the Digital Content Creation tool, including minor updates, service packs, or patches (e.g., Autodesk Maya 2024.1).
- Ornatrix Version: Provide the exact version of Ornatrix used to create the hair in the scene (e.g., Ornatrix 3.2.5).
These details help us recreate your setup and identify potential compatibility issues.
Reproduce the issue from scratch
Reproduce in a Minimal Scene: Attempt to recreate the issue using a clean and minimal setup, such as the default Fur Ball preset.
Isolate the issue by removing unnecessary elements, ensuring the scene remains simple.
Simplify the Problematic Scene:
If the issue cannot be reproduced from scratch, simplify the original scene step by step. Remove unnecessary elements until you find the smallest setup where the issue still occurs.
Isolate Multiple Issues:
If the scene contains
multiple issues, separate them into different scenes. Either recreate each issue from scratch or create different versions of the original scene, each showcasing one issue individually.
Record the Issue (If Possible):
Record a short video demonstrating the issue, including the steps leading up to it. This provides additional clarity and ensures nothing is missed.
Archive the Scene:
Use your DCC tool’s built-in archiving feature to package the scene and include all dependent or external files. Send the archived scene along with your report for accurate troubleshooting.
Handling NDA-Protected Projects
We understand that some projects are under a Non-Disclosure Agreement (NDA). If your project files are confidential, your studio can contact us and provide an NDA for our CEO to review and sign. This ensures that your files remain secure while we work to resolve the issue.
Your trust is important to us, and we are committed to maintaining the confidentiality of your work.