Welcome to our Frequently Asked Questions (FAQ) page. Here you can find the answers to some of the most common questions we receive. Get started by choosing a question below.

E-on Software Sales & Support

[fa icon="plus-square"] What happened to the old e-on website and the online store?
We had to close our old website to rebuild a new site from the ground up.
 
The new e-on website is evolving with new content and functionalities being added on a regular basis.
 
An e-commerce tool will soon be integrated to enhance the user experience.
 
This e-commerce service is currently being built from scratch, according to Bentley System’s Security terms and conditions and, of course, in compliance with the latest international data protection laws (i.e. GDPR). We are expecting this service to be live mid/end Q3, 2018.
 
We are also working on bringing back automated software activation (not contingent to the future e-commerce platform).
 
Meanwhile, you can contact our sales/support teams through the following forms:
[fa icon="plus-square"] When will I have access to my account at e-on to see my serial numbers, what I have purchased, my maintenance status, or change my email address?
This will come alongside the future e-commerce. On top of being able to purchase any of our current software titles and maintenance extensions as a self-service experience, this will allow you to log in directly to your profile, check your current and historical software information, locate maintenance renewal dates or retrieve your serial information, and re-download your most recent software installers. We are expecting this service to be live mid/end Q3, 2018.
 
Meanwhile, you can visit our current site for more information regarding our software, client references, gallery, and learn tools: www.e-onsoftware.com
[fa icon="plus-square"] Why do I get a message that my internet connection failed when I try to load items displayed in the VUE content collections?
This message appears when you are trying to load items directly from the software content collections and such items are only optional and are displayed for purchase at Cornucopia3D (the item thumbnail displays the Cornucopia3D logo icon overlaid). As the Cornucopia3D marketplace is currently unavailable, you receive this error message.
 
We are sorry for the inconvenience; however, the error will be fixed as soon as the Cornucopia3D marketplace is back (see further on).
 
Meanwhile, you can switch off the display of optional items in the preferences (the little gear in the upper right corner) of each content browser. Then you will see only what you already own or have access to.
[fa icon="plus-square"] Where can I check for software updates?
The most recent, official build numbers for the latest versions of VUE, PlantFactory, CloudFactory, and Carbon Scatter are accessible from the support page, here.
 
While the automatic software update checker is not operational, we are notifying all current users by e-mail as soon as a new update is available. You will also see new release announcements on our blog and on our Social Media channels.
 
Fill in the support form if your software is not up-to-date. A tech support engineer will get back to you shortly with a download link for the latest software updater.
[fa icon="plus-square"] Why am I landing on the e-on page when I try to activate my software online?
Automated online activation is not accessible at this stage. Therefore, the software activation process redirects you to the support form to follow the manual activation procedure.
 
Please fill out the support form, here.  You will need to provide us with your software Installation Code (starting with INST-). Such code can be retrieved from the software’s interface Help menu. If you can’t locate this code, Pls. copy and paste the URL the software redirects you to, from your web browser, and copy that within the form filed. This information is mandatory for us to be able to generate an activation key on your behalf. We will then send an activation key to you by e-mail.
[fa icon="plus-square"] Can you regenerate download links to VUE versions older than VUE 11?
The short answer is unfortunately no. VUE versions prior to VUE 11 used a proprietary technology that automatically personalized the installers to a specific account. Unfortunately, this technology is no longer available and we do not anticipate reviving it in the future.
 
Please try to find the old installers you had either as a CD/DVD medium or from an old backup you might have and install from there.
 
The second option is to upgrade to the latest version of VUE. You can check your upgrade pricing options by downloading the most appropriate price sheet from the sales page here.
[fa icon="plus-square"] Where can I find information about Carbon Scatter 2017 and Ozone 2017?

Carbon Scatter and Ozone 2017 will be the last versions that e-on software will be releasing and maintaining.

Please read the official announcement in our press section (Press release dated from July 17, 2017).

Here are the latest features of Carbon Scatter 2017:

  • Multiple Global Ecosystem Layers, that can be saved as Eco Painter Brushes
  • Ability to add PlantFactory and VUE vegetation models (.tpf and .veg) directly to Carbon Scatter Ecosystem populations
  • Performance: Up to 4x lighter data footprint within saved scenes, and quicker loading/saving of scenes
  • Added support for 3ds Max and Maya 2018, and Cinema4D R19

Here are the latest features of Ozone 2017:

  • Auto-scale clouds with altitude
  • Easily load/add cloud layers using a single button
  • Optional automatic sun softness computation, based on atmosphere parameters
  • "Improve Low Quality Consistency" parameter to better preview your atmosphere looks while rendering at a lower resolution
  • Added support for 3ds Max and Maya 2018, and Cinema4D R19

If you have any further questions, pls. fill out the respective form:

[fa icon="plus-square"] How do I update the email address of my account?

This function is currently not available for you to perform on your own and must be done manually on our end. Pls. fill out the support form providing your old e-mail and your preferred new one, and we will update it on your behalf.

[fa icon="plus-square"] How do I associate PlantFactory to my other software?
To do this, we need the actual installation codes from both PlantFactory and the second software (VUE, Carbon Scatter or LumenRT). We will then create a new activation key for PlantFactory where the association is embedded and send this to you by e-mail.
 
[fa icon="plus-square"] What are the differences between a PLE version and a Free Trial?
In the past, we used to differentiate PLEs (Personal Learning Editions) and Trial versions in this way: PLEs would never expire, whereas Trials would expire after a certain number of days. PLEs would allow you to save your scenes, where Trials wouldn’t. PLEs would allow you to export assets, Trials wouldn’t. There were other insignificant differences between both, that we won’t list here.
 
To simplify our communication, and public understanding of our offerings, we have decided to only use one single terminology, and a common set of limitations for our free versions.
 
From now on our free versions will be called Trials, and will have the following set of rules applied:
  • For your own non-commercial use only
  • You may save your work but cannot exchange files with other users
  • Renders (1080p for stills and 720p for animations max) carry a logo and will be watermarked after 30 days
  • Exported geometry removes 1 polygon out of 20
  • The Trials ship with a limited subset of the total content available in the commercial product
  • Trials never expire!
You can request your VUE and PlantFactory Trials from the try page.
[fa icon="plus-square"] I have installed VUE Esprit (resp. Studio, or Complete) but when opening the application, the splash screen says Pioneer?
This rare issue occurs in most cases after your OS received a security update which updated read/write permissions on certain OS directories. Unfortunately, if this symptom shows up, you need to re-install.
 
First, browse to the following file location: (these may be hidden by default)
 
C:/ProgramData/e-on software/ (on Windows) .../users/for all users/ (on Mac)
 
Locate and delete the VueXX.reg and VueXX.key files (where XX refers to the VUE version number).
 
Then install the software again from the installer. Keep your serial # at hand to complete the installation process.
[fa icon="plus-square"] Since Cornucopia3D is currently unavailable, how can I purchase and activate (additional) modules for my VUE Pioneer 2016 (resp. Esprit or Studio)?
To purchase additional modules, please contact our sales department via our sales form on our website. They will help you with that. You may download the modules price list from that same page.
 
Please provide your current VUE INST code while filling the order form as this will be mandatory for us to generate your requested module license.
 
If you have downloaded VUE Pioneer 2016 prior to February 2018, you will need to request our support technicians for a newer build to be able to add additional modules.

Cornucopia3D Support

[fa icon="plus-square"] What happened to the Cornucopia3D site and when will it be back? When will I have access to my account at Cornucopia3D to buy VUE/PlantFactory assets or download my purchased items?
The Cornucopia3D community is temporarily unavailable. A statement was sent to all our customers earlier this year to explain the current situation. If you did not receive it, it may be that we do not have an accurate email address for you. You may download this statement here.
 
The Cornucopia3D marketplace which includes thousands of 3D assets, is currently being rebuilt from the ground up, according to Bentley System’s Security terms and conditions, and of course in compliance with the latest international data protection laws (i.e. GDPR). We will inform you when this marketplace function will be live again. Due to the Conucopia3D’s intricate complexity, the store will not come back before Q4 2018.
 
For further questions, please contact cornucopia3d@bentley.com
[fa icon="plus-square"] What happened to my credits on Cornucopia3D?

Your deposit is safe and will be in your account as soon as our marketplace returns.

[fa icon="plus-square"] What happened to my CClub membership/VUE Artist Product Subscription?

We have decided to stop charging your monthly installments while we rework our entire infrastructure. Therefore, all automatic debits shall restart only when each program becomes available again.