Creating a Support Package

Q&A about the latest versions
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Posts: 11133
Joined: Thu Jan 10, 2008 3:16 pm
Location: Layer de la Haye, Essex UK

Tue Feb 02, 2021 1:47 pm

When you need help then you may be requested to send in a Support Package.
Note: this is not the Garden Gnome Package as found in the HTML5 output.

Most of the time it is enough to just send the project file and skin, but sometimes you may be asked to send in all the files.

If your project is very large and has many hundreds of nodes then make a cut-down version or even a new project, but as long as it shows the issue.

To make a cut-down version copy the p2vr file and open it.
Then remove most of the nodes only leaving a few by selecting them in the Tour Browser, then right button click, Remove Selected Panoramas from Tour.

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Or use the attached test images to make a new project using your skin if that is the issue.
But either way, the project must show the issue.
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The Support Package is found under the Help Menu.
Help => Create Support Package

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A list will appear where you can select what you want to include in the Support Package.
In most cases, it will be better to select everything. This will enable us to build the project and see the issues you may be having.

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Then select the Create Package button.

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This will create a zip file that contains all the files, this zip is the Support Package.
It is advised to test the Support Package to make sure you still see the issue.

To do this Extract the files

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Open the project file (.p2vr file)
It may say it can not find the files, this is normal as we leave all the original file paths intact just encase its a path issue.

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Double click a file in the table and locate the file in the folder.
You will see a dialog box saying it has found other files

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Select Yes, Pano2VR should open and you can create the output.
Test to make sure you can still see the issue.

Note: It is also important you list the steps on how to see the issue, this will save lots of time and may list a step that otherwise may be missed.

To send in the Support Package you can use something like Wetransfer.
If you have a Dropbox account then you can use this.
But make sure you send a direct download link.

Garden Gnome Support
If you send an e-mail to support please send a link to the forum post for reference.
Posts: 4
Joined: Thu May 14, 2020 9:07 pm

Wed Feb 24, 2021 9:47 am

Thanks Hopki.
It's really interesting.
But can we use this technique to archive our completed projects?
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