About 1/2 a year ago, I opened up 3 issues related to exporting content using 3DXChange. I consider these to be critical issues because they are preventing a good portion of my content from being exported. None of these three issues have been address as of yet. I provided descriptions of the issues and sample content for which each issue was occurring. When I inquired about this 6 months later, RL asked for the sample content again even though the DL links were still showing in the original issue comments (and were still active).

Today I logged two more issues, this time related to importing content which prevents some content from being properly imported via 3DXChange. 

The purpose of 3DXChange is to import and export content to/from iClone yet the import does not work reliably and the export does not work reliably.

I have suggested mitigations for the export issues - if the OBJ export of 3DXChange Pro license does not work correctly (and RL isn't going to fix it any time soon) then upgrade me to a Pipeline license so I can try using the FBX export instead. However, RL has not done that either.

It is very frustrating when I paid a decent amount of money for 3DXChange software that works some of the time and RL does not seem to be in any hurry (based on the fact that the export issues have been open for over 6 months) to fix the issues.

RL: Can we get an estimate when these Critical Issues with 3DXChange will be addressed? 

"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

Hi Lord Ashes

Have these issues been reported in the Feedback Tracker? If so then you should see a status update for the issues there.

Alternatively if you also post links to the issues in the Feedback Tracker here I will try and find out more information for you.

However, please be aware that with iClone 8 and Character Creator 4 the import and export options will be getting a big overhaul so it may be that some issues will not be fixed until the next version.


                                                                

Peter
Forum Administrator

www.reallusion.com

Yes. All three of the initial export issues were reported using the Feedback Tracker:

(Issue 7616, Submitted 2021/02/02) https://www.reallusion.com/FeedBackTracker/Issue/Export-OBJ-causes-part-of-the-content-mesh-to-be-removed-in-the-exported-file
(Issue 7617, Submitted 2021/02/02) https://www.reallusion.com/FeedBackTracker/Issue/Export-OBJ-sometimes-exports-Materials-Textures-incorrectly
(Issue 7618, Submitted 2021/02/02) https://www.reallusion.com/FeedBackTracker/Issue/Export-OBJ-sometimes-creates-a-corrupted-file

The two new issues, issues today, have also been reported in the Feedback Tracker:

(Issue 8107, Submitted 2021/09/13) https://www.reallusion.com/FeedBackTracker/Issue/3DXChange-Causes-Fatal-Crash-When-Importing
(Issue 8108, Submitted 2021/09/13) https://www.reallusion.com/FeedBackTracker/Issue/3DXChange-Imports-Geometry-Incorrectly

After working on my Delorean model for a number of days, it is finally complete and I wanted to import it to iClone and put it in my the Reallusion Marketplace. However, I am unable to do so because of the two new import issues. I have managed to get the main body of the model in using FBX as opposed to OBJ but the tires import incorrectly using FBX and crash 3DXChange (like the body does) when using OBJ file format. So I am, currently, unable to import the model properly to be able to put it into my marketplace store.

BTW, I have not tried reinstalling today to dee if that fixes the import issue but I did try completely uninstalling and re-installing 3DXChange after the export issues were encountered and that did not resolve the issue. Neither did restarting the computer.

I typically try to use free software for everything that I can but Reallusion software intrigued me enough to actually buy it. For the most part, up to now, I have been happy with the software and Reallusion's responses to issues. However, leaving a major bug in the export routine of a software whose purpose is to import/export for over 6 months (without even much of a feedback) is, in my opinion, not acceptable.




"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

RL still has not fixed the critical 3DXChange Export issues that have been open for over 1/2 year and have not provided any time line at to when they will be fixed. These issue have been, properly, opened in Feedback Tracker.

The export function is a critical part of 3DXChange which users, such as myself, have paid for.



"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

Correct me if I am wrong but typically upgrades within a major version are free but upgrades between major versions are not. As such, I am assuming that iClone 8 will not be a free upgrade for iClone 7 users, correct?
If that is the case then I purchased 3DXChange PRO for iClone 7, which has a critical portion of its functionality that is not working, and the fix will be introduced as part of the iClone 8 version which I will need to buy again?
If that is the case, that would mean that I paid for software which RL never got properly working (i.e. which did not meet its advertised specifications)...which is not acceptable.

I am doing my best to work with RL to resolve this but it seems RL does not care about this issue at all...having it open for 1/2 year with no updates in the Feedback Tracker. I have been a loyal RL user since iClone 6 and a contributor to Reallusion Marketplace and this is how RL treats its users?

Possible suggestions for resolving this issue:
1. Fix the issue for the iClone 7 version of 3DXchange (since users paid of this software)
2. Replace the iClone 7 versions of 3DXchange PRO licenses with Pipeline (an no cost) so that users can try using the Export FBX option instead (since the Export OBJ option is not working).
3. Provide a free upgrade to the iClone 8 version of 3DXChange (even if users have not purchased iClone 8) if that version with will backwards compatible with iClone 7

The point here is that users, such as myself, paid for both the Import and Export capabilities of 3DXChange Pro (for iClone 7) and currently it is not working (and has not been working for over 1/2 year). So either RL admits that they can't (or will not) fix it and gives a refund for the software that they sold that isn't working, or they find a way to mitigate the issue (i.e. fix it, provide pipeline license to allow a different export, etc).  

"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

Lord Ashes (9/28/2021)

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RL still has not fixed the critical 3DXChange Export issues that have been open for over 1/2 year and have not provided any time line at to when they will be fixed. These issue have been, properly, opened in Feedback Tracker.

                                                                

Peter
Forum Administrator

www.reallusion.com

Lord Ashes (9/28/2021)

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Correct me if I am wrong but typically upgrades within a major version are free but upgrades between major versions are not. As such, I am assuming that iClone 8 will not be a free upgrade for iClone 7 users, correct?
If that is the case then I purchased 3DXChange PRO for iClone 7, which has a critical portion of its functionality that is not working, and the fix will be introduced as part of the iClone 8 version which I will need to buy again?
If that is the case, that would mean that I paid for software which RL never got properly working (i.e. which did not meet its advertised specifications)...which is not acceptable.

It is not the case that version 8 will only provide fixes for issues remaining in 3DXchange 7. As I mentioned in my previous reply, the first two issues you reported are considered fixed now in the current build and the third we need to be able to reproduce the issue, and so far that has not been possible because it is a random event.

So as is always the case with major upgrades we will look to improve the import and export functionality and make the pipeline more stable and with improved support for different file types. Version 8 won't just be a bug fixed version of what was available in 3DXchange 7.

And could you explain more about what you mean by "a critical portion of its functionality that is not working". While we understand you have had problems with with OBJ exports, it is not really correct to say it is not working at all. For myself I export OBJ quite frequently and have never considered it to be broken or unusable. The vast majority of my own exports are completely problem free.

                                                                

Peter
Forum Administrator

www.reallusion.com

Thanks for the response. I did test the issues with the latest version of 3DXChange and they were still present. However, I will try a clean install of the latest version and verify. 

"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

Question: If these items have been supposedly resolved why has the issue not been updated to say so? Two of the issues have the status "Assigned" with no RL comments beyond can you provide a sample asset which I have done.
The last says "Released In 7.8" with, again, no other comments by RL. Are the solutions still being tested? Or are they waiting for the user who issued the issue to confirm?

"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast

"We often compare ourselves to the U.S. and often they come out the best, but they only have the right to bear arms while we have the right to bare breasts"
Bowser and Blue, Busting The Breast