FREQUENTLY ASKED QUESTIONS

 

Frequently asked questions

Product Questions

Which computer do you need for Lumion?

Lumion requires a computer with a fast graphics card with plenty of memory.
Click here to view system requirements

 

How do you get technical support?

Lumion support is exclusively provided via the Lumion Support Forum.

Lumion support is not provided via email, phone or private forum messages.

Lumion support is available from Monday to Friday.

 

To qualify for technical support, please register your License Key by following these steps.

 

What other resources can you look at to learn about Lumion?

Please look at the following resources to get started:

 

Can you install Lumion on a Mac?

Lumion is not available on OSX, and there are no plans to make Lumion available on OSX. Parallels and WMWare Fusion are also not supported.

 

However, if you install Windows on your Mac via Bootcamp, you can install Lumion on the Windows partition. Please note that the latest Nvidia/AMD driver must be installed, otherwise you may not be able to run Lumion.

 

Important: Using Lumion on Macs is not officially supported. Act-3D provides no warranties on any of the functionality in Lumion and does not accept any liability claims arising from the use of Lumion on Macs.

 

Please also note that Macs often do not have very powerful graphics cards and will struggle when running Lumion. Please click here to check if your Mac's graphics card is suitable for Lumion.

 

Upcoming versions of Lumion will not be available on Mac

 

Does Lumion support 'remote desktop' access?

No, Lumion does not officially support 'remote desktop' access, for example via Windows Remote Desktop, WMWare Fusion, VMWare VDI, Citrix/ZenApp, Teamviewer, Nvidia GRID, XenServer, XenDesktop etc.

 

There are currently no plans to add support for any of these applications.

 

Some 'remote desktop' applications such as TeamViewer might let you start the rendering procedure but navigating around scenes and moving objects etc won't work as expected. Other 'remote desktop' applications such as Citrix and VMWare products will have trouble running Lumion.

 

 

Why is the Download Manager not working?

If the Download Manager does not start downloading Lumion or you get an error message, please go through the following checklist:

  • Double check that you have only copied the characters in the Activation Code from the email, and not spaces or other characters.
  • Double check that the Download Manager has write access to the directory it uses (the Windows Desktop is an ideal place to run the Download Manager on).
  • Run the Download Manager in a local directory, not a network drive.
  • Make sure you have administrator privileges when you run the Download Manager (Right-click on the Download Manager -> Run as Administrator).
  • Please also make sure that Lumion is allowed to access the internet and that no firewall, router, anti-virus or security software is blocking the download.
  • Make sure that the Download Manager is allowed to access downloadstorage.lumion3d.com and downloadmanager.lumion3d.com.
  • Windows 7: Reset the Internet Explorer settings, even if you don't use Internet Explorer.
    1. - Open Internet Explorer.
    2. - Tools (Gear button) -> Internet options.
    3. - Advanced tab -> Reset Internet Explorer Settings -> Reset…
    4. - Restart the Download Manager.
  • Windows 8.x and 10: Open the Control Panel via the Windows Start button:
    1. - Select Internet Options (Properties)
    2. - Select Advanced tab -> Reset Internet Explorer Settings -> Reset…
    3. - Restart the Download Manager.
  • Make sure you have at least 10GB free disk space on the drive you are downloading Lumion to.
  • If the installer does not automatically start after downloading, right-click on the installation executable file (.exe) and choose Run as Administrator).
  • Make sure you have at least 20GB free disk space on the drive you are installing Lumion on.

 

How does the license system work?

  • The Lumion license is installed on your PC as an integral part of the installation files.
  • You can install Lumion on as many PC’s as you want.
  • The number of License Keys or Seats (see below) determines how many PCs you can use Lumion on at the same time.
  • Lumion requires access to the internet when you start up & shut down Lumion, as well as when you need to upload or manage MyLumion projects.

 

Please click here for more information about the license system.

 

Can you use Lumion without an internet connection?

No, it is not possible to use Lumion without an internet connection.

 

However, if you have a smartphone with internet access, you can set it up as a mobile WiFi hotspot (Click here to see a guide for Android phones). That way, you can connect your PC to the internet via your smartphone and use Lumion without problems.

 

 

How do you resolve a "No internet connection found or unable to connect to server" error?

  • Please click on this link. If it does not say "The license server is running", it means that something on your PC is blocking internet access for Lumion, and you must proceed to the next step below.

  •  Please make sure that Windows and your anti-virus/firewall software allow Lumion to access the following website addresses via HTTP/HTTPS (port 80 and port 443) - then proceed to the next step:
    - backup.lumion3d.net/*
    - license.lumion3d.net/*
    - license.lumiontech.net/*
    - *.mylumion.com/* (for MyLumion functionality)
    - *.lumion.com/*
    - *.osm.org/* (for OpenStreetMap functionality)
    - *.mapzen.com/* (for OpenStreetMap functionality)
  •  
  • If this doesn't fix the problem, please follow the instructions on this website to fix potential DNS problems.
  • Windows 7: Open Internet Explorer (even if you never use this internet browser):
    a. - Click on the Gear icon in the top right corner
    b. - Select Internet options (in the drop-down menu)
    c. - Select Advanced tab -> Reset Internet Explorer Settings -> Reset...
  • Windows 8.x and 10: Open the Control Panel via the Windows Start button:

How do you import a model from your CAD software?

Lumion supports most common CAD and BIM software. Please click here to see how to import models from all of the major CAD software packages.

 

The supported model file formats are as follows:

  • Collada (.DAE)
  • Sketchup (.SKP)
  • Autodesk® (.FBX)
  • Autodesk® (.DWG)
  • Autodesk® (.DXF)
  • 3DS Max® (.MAX)
  • 3DS Max® (.3DS)
  • Wavefront (.OBJ)

 

Can you export 3D models/scenes from Lumion to other 3D applications?

No, it's not possible to export Lumion scenes/models to other 3D applications.

 

Which models are available in the Model Libraries of Lumion and Lumion Pro?

Lumion contains about 1/3 of the models that are included in Lumion Pro.

You can see the exact numbers on the product page.

 

Click here to see the models that are included in Lumion Pro 7.

Click here to see the models that are included in Lumion 7.

 

Why does rendering sometimes take very long?

Rendering times will increase if your scene is 'too complex' and your hardware isn't powerful enough and/or lacks free memory. 'Too complex' refers to the following variables:

  1. The number of different models you've added to the scene.
  2. The 3D Points number in the top right corner of Build mode.
  3. The number and resolution of textures/materials.
  4. The Movie/Photo effects you're using.
  5. How many reflection planes you've added in the Reflection effect.
  6. How many Spotlights that are set to Shadows -> Accuracy in the scene.
  7. How many Spotlights you've selected in the Global Illumination effect.

 

To reduce the time it takes to render an image of a clip, you should try to reduce the number of all of the above. In particular E, F and G.

 

Please click here for more information.

 

How does background rendering work in Lumion?

Lumion always renders movies and image sequences in the background (which correspond to the MP4 and Images tabs in Movie mode), so that you can check your emails etc while it is rendering. Background rendering is not supported when rendering a still image via Photo mode or the Single tab in Movie mode.

 

IMPORTANT: Please follow these instructions when you render videos or image sequences to ensure that the background rendering process works as expected:

  • Do not switch to another program until the first image is done rendering.
  • Do not move/re-size/minimize the Lumion window.
  • Do not bring up the Task Manager.
  • Do not click on the Show Desktop button in the lower right corner of Windows.
  • Do not let Windows return to the Windows login screen or the screensaver (see below).
  • We recommend rendering MP4 files on a local harddrive.
  • If you render an MP4 file on a network drive, please ensure that it is a mapped drive and that you can access it via an Ethernet cable (not via WiFi). If you are uncertain about rendering an MP4 on a network drive, then please render it on a local harddrive on your PC.

Failure to prevent any of the above from happening will cause Lumion to lose the connection to the graphics card and will reset the exposure and shadows in Lumion when rendering is resumed which means that the video has to be rendered from scratch again. It may also result in corrupted MP4 files.

 

If your PC switches to the screensaver or to the Windows login screen after a few minutes, rendering will also be interrupted. You can prevent this from happening by running the Windows Media Player in the background, e.g. with playback of a few songs set to repeat.

 

Where are Lumion scenes and imported models saved to?

Please click here to see where Lumion scenes and imported models are saved to (and how to change this location).

 

How do you load a Lumion scene on another PC?

Please click here to see how to load a Lumion scene on another PC.

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©2017 Act-3D B.V. Product information and specifications are subject to change and provided by Act-3D, B.V. “as is”, without any warranty of any kind, either express or implied. All trademarks are the property of the respective trademark owners. For more information click here