Problem with NprTools

from a client:

I would say that I was surprised, but I am not. I have attached a jpg screen capture of the error message that your program, that I paid for and you don't
provide online support for, causes everytime I try to run sketchy shadows. This
is the first time I have tested this on a client's project (more complex than my
test runs), and of course it doesn't work. Please inform me of what the problem
might be so I can try to resolve. I don't have time to be screwing with poorly
written software that has not support available.

We provide support for NprTools here on the Support Forum.

Can you send the model to support@renderplus.com so we can check the problem and fix it?

▶ Reply to This

Replies to This Discussion

Permalink Reply by Render Plus on September 2, 2010 at 9:54am

from client:
(some words have been deleted [...])

Your company makes the [...] software and yet you post the [...] message to a forum instead of giving me a solution. This is [...].
I don't want a [...] discussion. I want a solution so that I didn't waste my money and my time with your software.

The file is attached. The bug is with your software not my file. It renders just fine in much more complex software packages like V-Ray for SketchUp.

Thank You

The cleint did send us a model which we will use to find and fix the problem:

▶ Reply

Permalink Reply by Render Plus on September 2, 2010 at 9:56am

The reason we ask you to send the file, is not because we believe that the file is corrupt, but rather that having a model to test makes it much easier for us to find and fix the problem.

We will post a response here when we have it fixed.

▶ Reply

Permalink Reply by Render Plus on September 2, 2010 at 10:55am

Why is this so hard for you to understand. A forum is not tech support. I sent a message and a private file to you so that you could supposedly fix the problem. ... I didn't ask that my words be put on your forum, and in fact doing so violates the privacy of the email I sent to you. I don't want the response posted on the forum.

When we receive an email request, we often post it to our forum, so that othes may learn from the responses and also help with the solutions.

I am sorry that this method does not work for you.

We respect your privacy by not listing your name on the forum.

I am going to ask other forum users what they think about using a forum for support, and also post this on the SketchUcation forum so I can get opinions from their users. SCF Forum post