Occasionally, parts may not be quotable and the customer may need some help. For example the model is too large for the selected technology.
Using the a “ask for help” button, users can request assistance and upload any additional files that may help you quote the part for them.
When they click this button a popup with a short form opens where they can leave their details and attach any additional files.
Once sent, the emails associated with your account will immediately receive an email:
Clicking on the model page link, will take you to the model:
You can now download the problematic file in question by clicking “Download” under the heading “Original model/file”.
In the event the model is too big, you can then send an email asking the end-user, using the details from the email to suggest amendments or see if they are happy for you to split the part into printable sections and bond it back together.
Other common issues may be:
The file was uploaded using the wrong measurement properties (mm/CM/Inches)
Solution
Ask the customer what size the file should be and resize it or ask them to re-upload and make sure the measurements are correct.
The uploaded file is made of multiple bodies (assembly)
As the customer to re-save the file as a solid body or upload all individually.
The file is corrupted and needs to be re-saved.
Ask the customer to re-save and re-upload the file.
The file has been deemed fragile by our checks.
Ask the customer to modify the design to make the part stronger
or
Change the fragility settings (sanity check coefficient). Details on how the fragility is calculated can be found here under the 'Topology Recognition Settings' drop down.