# Support page doesn’t upload my file, still can’t get help

**URL:** <https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730>\
**Category:** Modeling Questions\
**Created:** [December 24, 2024, 12:03am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730 "2024-12-24T00:03:17Z")\
**Posts on this page:** 10\
**Page:** 1

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 24, 2024, 12:03am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/1 "2024-12-24T00:03:17Z")

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I have sent several emails to the support link, and every time I attempt to upload my project, the upload fails, says the upload took too long and the connection was lost. Every single time, this happens, which is why I never get any response from the support team. I can’t export my project and this is effecting my business. I still never heard back from shapr regarding my ongoing export issues. How do I get the help I need? I’m getting charged for an app that doesn’t work, and I can’t get any help. You can see the message saying the upload took too long.  
I need immediate help as soon as possible. My customers are not happy with me and with shapr. I have sent 9 emails to the support link, and the file upload fails every time.

 ![IMG_3559](https://us1.discourse-cdn.com/flex002/uploads/shapr3d/original/3X/3/b/3bebac819f14b209ad22316d34fbe0a4fb33759c.png)

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**Author:** ![Lys](https://avatars.discourse-cdn.com/v4/letter/l/67e7ee/32.png) [@Lys](https://discourse.shapr3d.com/u/Lys)\
**Post date:** [December 24, 2024, 12:32am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/2 "2024-12-24T00:32:26Z")

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Could you please send me the ticket number via dm?  
Also note that we accept large files via Google Drive or WeTransfer

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 24, 2024, 1:06pm UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/3 "2024-12-24T13:06:13Z")

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DM sent.  
Google drive link with consent sent.  
Fingers crossed

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**Author:** ![Lys](https://avatars.discourse-cdn.com/v4/letter/l/67e7ee/32.png) [@Lys](https://discourse.shapr3d.com/u/Lys)\
**Post date:** [December 25, 2024, 10:28am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/4 "2024-12-25T10:28:02Z")

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I’ve responded to your ticket on the support portal with the STL version of your file, where the invalid bodies have been removed. In case of further communication, I will continue responding there.

Kindly avoid marking the ticket as “Solved” when responding to the support ticket, as this will prevent the support team from seeing and addressing your concerns.

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 27, 2024, 8:53am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/5 "2024-12-27T08:53:00Z")

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Ok, I got the STL and even thought I can open it in the slicer, there’s only one folder with the entire model together, instead of the complete list of separate individual parts in their own folder, just like how I have them in the project. Left arm 2, right arm 2, left leg 2, right leg 2, head 3 are all missing.  
As soon as I import the file, I can’t export it. I spent almost 4 hours finding each mesh that belongs to each individual part, and put them in the right folder, so each part is separated correctly, and I still can’t export to STL. I replied to the email with a video showing the single folder with all mesh’s scattered.

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 27, 2024, 8:57am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/6 "2024-12-27T08:57:30Z")

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This is how each part is properly in a separate folder, so you can select each part and print them as one piece.

> **[iCloud Photos - Apple iCloud](https://www.icloud.com/photos/#0b7LcxxImN1AX4LIv2S0T-JQw)**
>
> View, organize, and share photos and videos with iCloud Photos on the web. Changes will sync across your devices with iCloud.

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 27, 2024, 9:00am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/7 "2024-12-27T09:00:25Z")

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![IMG_3694](https://us1.discourse-cdn.com/flex002/uploads/shapr3d/original/3X/2/8/28c16caeb0c343363bf60376dd2dbf5083546e4e.jpeg)  
There should a list of separate parts like this. I know the parts will be labeled “imported”, but there should a list of each part.

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**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 28, 2024, 2:15am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/8 "2024-12-28T02:15:56Z")

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Thanks again for helping me with my export to STL!!  
I still have 5 missing parts, and I replied to the email with a link to the missing parts and my consent to view my files. Once I get those 5 parts back, I can finally give my customers their long awaited models.  
I will say, you did a great job at responding to this issue on this forum, so I’m no longer angry with this problem.  
👍👍

> **[iCloud Photos - Apple iCloud](https://www.icloud.com/photos/#0c649rII_hwBwz2siIcylRMTg)**
>
> View, organize, and share photos and videos with iCloud Photos on the web. Changes will sync across your devices with iCloud.

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<div class="post-metadata">

**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 28, 2024, 2:22am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/9 "2024-12-28T02:22:19Z")

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![IMG_3698](https://us1.discourse-cdn.com/flex002/uploads/shapr3d/original/3X/e/b/eb408ebfc75702f8d1f5860abc95d3c94d621f97.jpeg)

The final missing parts

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<div class="post-metadata">

**Author:** ![JunoZ32](https://avatars.discourse-cdn.com/v4/letter/j/58956e/32.png) [@JunoZ32](https://discourse.shapr3d.com/u/JunoZ32)\
**Post date:** [December 29, 2024, 6:49am UTC](https://discourse.shapr3d.com/t/support-page-doesn-t-upload-my-file-still-can-t-get-help/35730/10 "2024-12-29T06:49:24Z")

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Update. Since the missing arm and leg pieces were invalid, causing the export issues, I just remade them from scratch, and they work, so I am able to export the entire project with no errors. Thanks again for the help with the this project.