Frequently Asked Questions

• Q1.   What is this service?
  Answer:

  This is a Software as a Service (SaaS) solution that has several main goals, including:

  1. Publishing 3D.
  2. Providing technology to view 3D files in a web browser with no additional software requirements.
  3. Allow immediate sharing of annotations and markup; thereby making collaboration easy and fast.
  4. Allow users to centralize their 3D file storage on our secure servers for access from anywhere via the Internet.
• Q2.   How do I get this service?
  Answer:

  Click here to sign up for your trial subscription.

• Q3.   Can I view a file if I am not a registered user?
  Answer:

  Yes, if an existing user shares a file with you, you will receive a guest log in and you will have access to your personal gallery.

• Q4.   Does this service work behind a firewall?
  Answer:
  
  

  1. In most cases, yes. For 3D functionality your firewall must allow access to port 80. Fortunately almost all firewalls have port 80 open for traffic.
  2. If port 80 is open and you are still having trouble accessing through your firewall, please contact customer service for help diagnosing your issue.
• Q5.   Do I need to configure my browser for this service?
  Answer:
  
  

  1. Maybe. We built a browser certification tool right into the software to make this easy. If the browser certification tool on the sign up or login page is green with a "check" mark, then you are ready to go.
  2. If the browser certification tool on the sign up or login page is orange with an "x" then please click on the tool for further information.

• Q6.   How do I update my personal profile?
  Answer:
  
  

  1. After Login, Click on "My Account" in the Navigation Menu Bar.
  2. You will be able to use the "Account Summary" sub-menu to view or edit your profile as well as to change your password, service level and billing information.
• Q7.   How do I update my password?
  Answer:
  
  

  1. After Log in, click on "My Account" in the Navigation Menu Bar.
  2. Click on the "User Credentials" Tab.
  3. After entering your new password (twice) press the "Update Registration" button to submit.
• Q8.   How do I change my billing information?
  Answer:
  
  

  1. After Login, Click on "My Account" in the Navigation Menu Bar.
  2. Click on the "Billing" Tab to access and make changes to your billing information.
• Q9.   How do I upgrade my account?
  Answer:
  
  

  1. After Login, click on "My Account" in the Navigation Menu Bar.
  2. If you are not on the "Account Summary" Page, click the "Account Summary" tab.
  3. You will be able to view your current package and account summary in this page.
  4. From this page you will be able to select a new package.
  5. After selecting your new package you will be re-directed to the "Billing" Page.
• Q10.   Where can I check my account summary and usage?
  Answer:
  
  

  1. After Login, click on "My Account" in the Navigation Menu Bar.
  2. Select "Account Summary" to view your current package.
  3. Select "Usage" to view your usage metrics.
• Q11.  How do I change my time zone settings?
  Answer:
  
  

  1. Login to Renderjam
  2. Select "My Account"
  3. Select "User profile"
  4. At the bottom of your user profile you will see "time zone".
  5. Update your time zone here so you receive your notification emails at the correct time.

• Q12.   What is a WorkSpace?
  Answer:

  A WorkSpace is a snapshot copy of your source folder structure to be shared with other users. You can create multiple WorkSpaces.

• Q13.   How do I create a new WorkSpace?
  Answer:
  
  

  1. After Login, click on "My WorkSpace" in the Navigation Menu Bar.
  2. Click on the WorkSpaces folder
  3. You can create your own folder to organize your source files by right clicking "WorkSpaces"->"New" on the "WorkSpaces" folder, or click directly on the "New"->"WorkSpace" Quick Button in the top menu bar.
  4. This will bring a Form. Fill out the related folder information then click on the "Create" button.
• Q14.   How do I share a Workspace?
  Answer:
  
  

  1. Select the Workspace, click the "Share Tab" in the bottom right hand pane or the "share" Quick Button in the top menu bar and add the viewer or collaborator. Please note this will share all files and sub-folders from this location.
  2. The person will then be invited by email to login and see the files within the project you have shared under their "WorkSpaces" folder. A collaborator, once they have a trial or a paying account can also add files to this shared folder. You can view these from your "WorkSpaces" folder.
• Q15.   How do I upload a source file?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. Select the Workspace in which you wish to place the source file.
  3. Right Click and select upload or use the "Upload" Quick Button in the top menu bar. Select "File"
  4. This will launch the file upload window.
  5. In the file upload window press the "Browse..." button to select a source file.
  6. Choose the file to upload and press "Open" bringing you back to the file upload screen. Click "Upload" to continue.
  7. The next page gives you the opportunity to enter information (metadata) about the file. At this point you may also check the "Convert File:" box to automatically convert the uploaded file to an Renderjam Document.
  8. Click on the "Finish" button to upload the selected file.
• Q16.   Do you have any file restrictions?
  Answer:
  
  

  1. There are no restrictions on the type of files that can be uploaded into your "Workspace" or "My Files" folder.
  2. Currently we have a 400MB cap on the file size that can be uploaded using the website. If you wish to upload larger files please contact customer service for access to our FTP file upload service.
• Q17.   Do you offer "Batch" upload for larger libraries?
  Answer:

  Yes. Please contact customer service for access to our FTP file upload service.

• Q18.   How do I convert a source file?
  Answer:
  
  

  1. After Login, Click on "My Workspace" in the Navigation Menu Bar.
  2. Select the workspace or folder within "My Files" in which your source file resides
  3. In the top right hand pane, select the file you want to convert.
  4. In the bottom right hand pane select the "Conversions" Tab and click on the "Convert" button. Alternatively click directly on the "Convert" Quick Button in the top menu bar or right click the file you would like to convert. This will launch the conversion option window.
  5. Select from the conversion options or proceed with the default settings.
  6. Press the "Convert" button to start conversion.
  7. Most conversions will be completed within seconds; however, very large and complex files may take several minutes.
  8. After successful conversion, the user will see that the status is "Completed".
  9. The user can go to their "Workspace" folder to view this converted Renderjam 3D file.
• Q19.   How do I view a document?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. In the left hand pane select "WorkSpaces".
  3. Select the document you would like to view in the upper right hand pane.
  4. Click on the blue icon in the right hand corner. click directly on the "View" Quick Button in the top menu bar or right click on the selected document and in the context menu click on "View".
  5. This will launch an Renderjam WebDoc page allowing you to view the document.
• Q20.   How do I share a document with other users?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. In the left hand pane select the WorkSpace folder that contains your file you would like to share.
  3. Select the document you would like to share in the upper right hand pane.
  4. Click on the "Share" tab in the bottom right hand pane.
  5. Enter a valid e-mail address for the invited user into the Text Box.
  6. Identify this user as a viewer or a collaborator.
  7. Click "Invite Collaborators" or "Invite Viewers".
  8. If the invited user is not a member, they will be sent log-in information along with their invitation to view the document.
• Q21.   How do I use the 3D annotation tool?
  Answer:
  
  

  1. While viewing a 3D model, firstly select the position you would like to place the marker by panning, rotating and zooming, use the tools in the player menu. (Hand – pan, arrow – rotate, + - zoom in, - zoom out)
  2. Then select the "add annotation" (red button with + at the bottom of the player).
  3. Place the annotation marker
  4. You will then see the annotation editor in the left frame.
  5. Create your annotation in the annotation edit window and click "Save" to post the annotation.
  6. To delete or edit an annotation click on the + in the bottom left of the annotation itself or the annotation number in the box. From here you will see an edit (pencil) and a delete icon (trash can).
  7. For viewing the initial view in which the annotation was place, click on the camera icon which you will find within each individual annotation.
• Q22.   How do I download a source file?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. In the upper right hand pane, select the file you wish to download.
  3. Right click on the selected file and choose "Save To" from the context menu or click directly on the "Save To" on the top menu.
• Q23.   How do I delete a source file?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. Select "My Files" or the appropriate "Workspace".
  3. In the upper right hand pane, select the file you wish to delete.
  4. Right click on the selected file and choose "More Actions->Delete" from the context menu or click directly on the "More Actions->Delete" on the top menu.
  5. Note: this action cannot be undone.
• Q24.   How do I modify a document's attributes?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. Select "WorkSpaces" or the appropriate sub-folder.
  3. In the upper right hand pane, select the file whose attributes you wish to modify.
  4. Right-Click on the selected file and select "Attributes" from the context menu or click directly on the "Attributes" on the top menu. This will launch the edit attributes window.
  5. Enter the details of the file and click on "Finish"
• Q25.   What if my file did not convert correctly?
  Answer:
  
  

  Re-import the collada file with the textures and try conversion again. If it still does not convert please create a web ticket describing the issue and Renderjam support will contact you.

• Q26.   How do I change the notifications I receive for workspaces?
  Answer:

  Each workspace has a notification tab where you can change your settings.

  1. Login to Renderjam
  2. Select the workspace you wish to modify.
  3. In the right hand bottom pane under the "notifications" tab you will see the "delivery methods" Email, RSS, SMS - currently notifications are only available via email.
  4. Single - when selected you will receive notification upon each event within this workspace.
  5. Hourly digest - when selected you will receive a list of the cumulated events within this workspace since the last hourly update. Sent upon the hour.
  6. Daily digest - when selected you will receive a list of the cumulated events within this workspace since the last daily update. Sent on the day(s) selected based on your time zone settings. (To update time zone settings see link)
  7. "Include events" allows you to select those events for which you wish to be notified at the frequency selected above.
  8. Once you have made your selections hit the "save button". These settings will be saved for this workspace.

  
  
  Please note that this notification tab is available to all collaborators and viewers of the workspace who may also select any of these notification emails.
  
  Defaults
  The default is currently to receive no notification.

• Q27.   What is My Files?
  Answer:

  A My Files is an area in which you can organize your source files within folders.

• Q28.   What is the "Uploaded to Workspace" folder for?
  Answer:

  A This folder stores any files that are uploaded directly to a workspace either by you or someone who has collaborator rights to that workspace.

• Q29.   How do I create a new folder in My Files?
  Answer:
  
  

  1. After Login, Click on "My WorkSpace" in the Navigation Menu Bar.
  2. You can see the "My Files" default folder if you are already a subscriber after the billing process.
  3. You can create your own folder to organize your source files by right clicking "New Folder" under "My Files", or click directly on the "New"->"Folder" Quick Button in the top menu bar.
  4. This will bring up a Form. Fill out the related folder information then click on the "Create" button.

• Q30.   What is contacts?
  Answer:

  Contacts is a useful tool to enable you to store your contact's details. Once setup in the Renderjam system you can choose from your contacts list when sharing workspaces and files. As an added convenience you can create contact groups so you can share workspaces quickly and easily with multiple collaborators. You can also use the contacts setup to email groups or individuals direct.

• Q31.   How do I create a new contact?
  Answer:

  To create a contact go to my workspace. You will see the contacts blue container above workspaces". Select "My contacts" in the left hand tree then the Quick button contact". Input the contact details and click add contact".

• Q32.   How do I create a new contact group?
  Answer:
  
  

  1. To create a contact group click on the "my contacts" container in the left hand tree.
  2. Hit the "New" quick button and "contact group"
  3. Input the name of your new group and "add group".
• Q33.   How do I add a contact to a contact group?
  Answer:

  You can create new users directly in a contact group:

  1. Select the group in the left hand tree, "New" Quick button and "contact", or you can move existing contacts into the group.
  2. Select the contacts container at the top of the left hand tree.
  3. Check the box next to the contact and right click - select "contact" and "add to groups"
  4. Select from the list the group or groups into which you wish to add the contact. By selecting the group in the left hand tree you can view all of the containing contacts.
• Q34.   How do I view details and email my contact(s)?
  Answer:

  If you select an individual contact you can view the contact details in the bottom right pane. You will also find an "email contact" button here. If you wish to email multiple contacts - select them in the right hand pane and click the button in the bottom right hand pane "email contacts".

• Q35.   How do I email a contact group?
  Answer:

  To email a contact group select the group in the left hand tree and click the "email contacts" button in the bottom right hand pane.

• Q36.   How do I view my whole lists of contacts?
  Answer:

  Select the "contacts" container (blue folder) in the left hand tree to view all of your contacts.

• Q37.   How do I search for a contact?
  Answer:

  Click on the blue "contacts" container in the left hand tree. This will bring up your complete list of contacts. In the right hand pane input your search criteria into the field "Filter list on" e.g. Last name begins with Long, input "Long", this will filter all entries containing "Long".

• Q38.   What if I still have issues?
  Answer:

  Once you are logged in, go to the support tab, select "support webtickets" in the left hand menu. Create a new ticket.