Support Tab

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• Overview of support options → Getting Support for LP360 (Start Here)
• Response times and expectations → Technical Support
• What is included with support → LP360 Support Services

The Support Tab in LP360 provides the fastest way to submit a support request, share data, and access key support resources. Use this feature to upload logs, project data, and relevant details so the support team can efficiently diagnose and resolve your issue.

Figure 1: Support Tab in the ribbon

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Our searchable LP360 Support Knowledge Base contains information on workflows, tips, hints, and probable resolutions to error messages or commonly encountered situations.

Normal support business hours are Monday - Friday, 7 AM — 6 PM US Central Time.

Submit a Support Request

• Contact information - please include e-mail address and phone number
• Account name
• LP360 Version
• TrueView Model and Serial Number
• TrueView Cycle log

If your request includes problems pertaining to a specific error message, please include a screenshot of the error message or use the CTRL+C option to copy many of the error message dialogs.

TrueView Cycles may be easily transferred to support by first moving/copying them to your LP360 Cloud Cycle-Archive (see Archive Manager). Then, log into your LP360 Cloud account, select the Cycle-Archive folder, locate the desired archived Cycle(s) and select share with everyone to generate a link that you can share with us in your support ticket.

For all other data types, use the Upload to Support tool found on the Support tab in LP360 to browse for a folder and have LP360 compress the contents of the selected folder and any subfolders, with an option to exclude JPG images when not needed for the support ticket, and upload the compressed folder to the Support folder of your LP360 Cloud account. Then, log into your LP360 Cloud account, locate Support folder, then the desired layer(s) and select share with everyone to generate a link that you can share with us in your support ticket. Upload to Support now has an Include system logs checkbox. Doesn't require browsing to any folder to run the upload. Globally available LP360 log files are always included, including but not limited to: LP360 diagnostics logs, mdcsa.log, aws logs, ... Project-specific log files are included only if user is in a project, included but not limited to: Geocoding, Strip Align, Job logs, POSPac logs, ...

For additional contact options, see LP360 Support Services.

Using the Support Tab helps ensure your request includes the information needed for efficient troubleshooting and resolution. For details on response expectations, see Technical Support, or refer to LP360 Support Services for additional contact options and support coverage.