Instructions for reporting SYNCHRO 4D Pro issues


All SYNCHRO 4D Pro issues can be reported to synchrosupport@bentley.com. See below for detailed instructions when reporting SYNCHRO 4D Pro issues:

  1. First of all, it is important to isolate issues to understand if it is SYNCHRO 4D Pro specific issue, because sometimes issue surfaced in one product may be upon another product or team to fix. For example, if user works on a cloud-hosted collaboration project through SYNCHRO Control and interfacing with project using SYNCHRO 4D Pro functionalities, user can save as a private project first, and only when the issue can be reproduced on a standalone .sp file, then this issue is specific to SYNCHRO 4D Pro. 
  2. Include all products and versions to those products used. 
  3. Provide your data if you'd like our team to further investigate it:
    1. SP file as minimum
    2. For import issues, provide the file that you are trying to import. For example,  if you are importing DWG to SYNCHRO 4D Pro (File> Import> 3D), please provide the DWG file. 
    3. For Synchronization issues:
      1. Provide the original file that you have imported in SYNCHRO 4D Pro,
      2. and the file you are trying to synchronize from. 
      3. .SP file BEFORE SynchronizeFrom is performed. 
  4. Settings used (this might be important to reproduce on our side). 
    1. Export registry settings from SYNCHRO 4D Pro, Options> Export and save as .reg.
  5. Provide as many details as you can for the described issue:  
    1. To save the back and forth communication and time spent on understanding the issues, it would be the best to provide as much details as one can when describing the issue. 
    2. Break it down to multiple steps, and use 1, 2, ... 3. when describing so it is easier to follow. 
    3. Point out the specific 3D object, Task, etc with key info such as Name and ID.
    4. Provide screenshots for the key steps, or you can choose to provide a screen recording, if typing is not preferred or not sufficient.  
    5. Include description of current behavior VS expected behavior to help us understand what is expected as result.

See a few examples below to understand how you can help us improve our products by providing detailed description of issues:

Example 1: I have an export went from 3hours to 7.5hours. 

An improved version:

  1. Open xxxx.sp (link to download this .sp).
  2. Go to Animations, right click on xx Animation, choose Export Animation. -- This explains where the export happened 
  3. Export settings can be found in the Export Animation> Resolution tab (with screenshot for settings).
  4. Using the exact settings to export the same .sp in SYNCHRO 4D Pro 6.x takes xxx time but takes xxx time in SYNCHRO 4D Pro 6.x. 
  5. In addition, Ambient Occlusion and Shadow were checked in Export Animation> Content tab, but not visible in the exported animation (with screenshot for settings and a snippet of the exported video/ images)

Example 2: I found that subdivision doesn't work. 

An improved version: 

  1. Open xxxx.sp (link to download the .sp) in SYNCHRO 4D Pro xx version. 
  2. Select xx object in 3D objects screen (with screenshot that indicates 3D object name and it's location in the 3D model tree). Or create a 3D Filter and provide the 3D Filter name saved in the file.
  3. Use 3D subdivision tool, and key info from the 3D subdivision tool (with screenshot of 3D subdivision window that indicates which tool is used, and how many splits, etc.).
  4. Expect to see the objects divided successfully, but the actual result is .... (with screenshot of the current behavior). 
  5. In addition, my 3D subdivision settings from Options> 3D> 3D Subdivision are as follows. (with screenshot for the 3D subdivision settings). 

Example 3: Provide steps in "SYNCHRO stopped working" window and choose Send Error Report