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Support for Tetra4D® Products
Tetra4D provides a variety of resources to help you get started, and guide you on your way to perfecting your skills in creating dynamic 3D PDF documents. Please take advantage of our FAQ Page, User Guides, eLearning, videos, examples, and other resources on this website. We’ve found that most of our support calls are related to “how to use” questions that can be answered by these resources. On occasion, the software may not perform as expected. There can be several reasons ranging from improper installation, to the absence of a desirable feature, to a software error. That’s when you need support – and we are here to help.
The default installer for Acrobat Pro DC will remove any older version of Acrobat installed on your system. This will cause the Tetra4D Converter (previously called 3D PDF Converter) to no longer function. For more information, please read this FAQ from Adobe.
As of July 1, 2015, the following plugins are no longer available from Tetra4D:
Enrichment Plugins include: 3D PDF Animate, 3D PDF Compare and 3D PDF Publish
Autodesk Plugins include: 3D PDF for 3ds Max®, 3D PDF for Maya®, 3D PDF for AutoCAD®, 3D PDF for Inventor®, 3D PDF for Navisworks® and 3D PDF for Revit®.
Current Autodesk and Enrichment plugin customers, please see Autodesk and Enrichment Plugins for support contact information.
Our support team is here to help! If you have any issues or questions, send us a support request. We’ll get back to you within one business day.
Tetra4D Maintenance Program Benefits
Complete Issue Management
E-mail support from the Tetra4D team of software specialists is available for issues related to Tetra4D product malfunctions. Our system automatically logs, notifies, captures attachments, escalates, and reports to management via dashboards.
Based on the urgency of your request, we will assign someone to handle your support request the same day. We will attempt to answer all questions as soon as possible, typically within 24 hours. Resolution of your issue depends on the nature of the issue, the severity, and the availability of engineering resources, if required.
On-Demand Electronic Download
As part of your annual maintenance benefit, you will automatically receive electronic downloads of Tetra4D product updates. You will also receive full access to our Customer Portal.