Problem

Sometimes, while chatting with a support agent, it may be helpful to include a file. This article goes over how to share a file through chat.

Solution

If the file is under 20 MB and the file type is one of the following, you can send the file through the chat session. Here are the supported file types:

• PDF
• PNG
• JPEG (.jpg)
• GIF
• Text (.txt)
• Zip
• 7-Zip (.7z)
• SOLIDWORKS Part (.sldprt)
• SOLIDWORKS Assembly (.sldasm)
• SOLIDWORKS Drawing (.slddrw)
• Log (.log)
• SOLIDWORKS Electrical Project (.tewzip)
• IGES (.igs)
• STEP (.stp).

Any other type of file can be included in a ".zip" package. You can attach the files in two different ways. One way is to drag and drop them from File Explorer into the Chat window.

You can also select the paperclip button at the bottom of the chat window. Locate the file in the pop-up window, and select "Open" to attach it.

If your file is too large or not a supported type, you may receive an error.

If you cannot upload via our chat system, it is possible to upload the files through other means. The best option would be to upload the files to our support page and add the agent's name in the Subject line. Be sure to hit submit after the file is fully loaded, or we will not receive the files on our end.

For additional support, existing customers can submit a ticket or new customers can contact Hawk Ridge Systems.