When you open a ticket, include a MillBox Backup from the affected job. These files help us reproduce your issue and speed up the fix.
Steps
Open the job
If the job is not loaded, click Job Management and open it.
Figure 1. Job Management button.
2. Open the Support panel
Right-click the MillBox title bar and choose Support…
Figure 2. Title bar right-click → Support.
Or, from Job Management, click Support…
(Available in MillBox 2018 and newer.)
Figure 3. Support in Job Management.
3. Create the backup
In the version information window, click Create Backup Files for your Support Team.
Figure 4. Support window with the Create Backup button.
4. Confirm the save location
MillBox shows where the backup was created. Click OK.
Figure 5. Backup location confirmation.
5. Locate the ZIP files
A File Explorer window opens to the support folder. You will see two ZIP files for the case.
Figure 6. Two support ZIPs in the _SUPPORT folder.
Send the files
If you already have a ticket, reply to the email and attach the two ZIPs.
If you need to upload large files, use our secure request link:
Files for Support: https://www.dropbox.com/request/i7llZGgdf10mRnn84ByT
What the backup contains
Project data needed to reproduce the issue
MillBox and SUM3D build info for your environment
No patient PHI unless it exists inside your original filenames. If it does, rename before uploading.
Include this in your ticket
Short description of the problem and when it occurs
Your MillBox build and dongle number (shown in the Support window)
Machine model and material
Screenshot or short screen capture, if available
Quick checklist
Job opened and Support backup created
Two ZIPs located in the _SUPPORT folder
Files uploaded or attached to the ticket
Build number, dongle number, and steps to reproduce included
Need Further Help?
If you need help finding the support folder or uploading, email [email protected] and we will assist.