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Share a file with Nomic Support

Some issues, like a drawing that won't parse, a file that never finishes indexing, or a review that misreads a sheet, can only be diagnosed by looking at the file itself. Nomic Support can't see your files by default. When we need to look at one, we'll ask you first and explain what we're investigating. You then share the file with Nomic Support from the file's permissions dialog.

Nomic Support gets view-only access: we can preview and download the file, but we can't edit, rename, move, delete, or reshare it.

Before you start​

  • You need manage access to the file. The Permissions option only appears for files and folders where you have Can manage access, such as files you uploaded. If you don't see it, ask the file's owner or a project admin to share it.
  • The file must be uploaded to Nomic. Files synced from SharePoint, Egnyte, Autodesk, or another connected system keep their source permissions and can't be shared from Nomic. See Files from connected systems.

Share a file or folder​

  1. Open Drive and find the file or folder.
  2. Open the ⋯ menu on its row and choose Permissions.
  3. In the search box, type the first few letters of Nomic Support (at least three, for example nom).
  4. Select Nomic Support (labeled Support team · view only).
  5. Confirm Nomic Support now appears in the access list with Can view, then click Done.
  6. Reply to Support with the file name, or click Copy link in the same dialog and send us the link.

Nomic Support isn't listed when you open the dialog. It only appears once you search for it, so it stays out of the way when you share with coworkers.

Sharing a folder​

If you share a folder, Nomic Support can view everything inside it, including subfolders and files added later. To limit what we can see, share only the specific files involved. Your personal My Uploads folder itself can't be shared, so share the files or subfolders inside it instead.

Remove Nomic Support's access​

You can remove access at any time, and we recommend doing so once your issue is resolved.

  1. Open the file or folder's ⋯ menu and choose Permissions.
  2. Next to Nomic Support, change Can view to No access.

If you shared a folder, remove access on that folder rather than on the files inside it.

Granting and removing Nomic Support's access is recorded in your organization's audit log, like any other sharing change.

Files from connected systems​

Nomic can't change permissions on files that come from a connected system. If Support needs to look at one:

  1. Download the file from the source system (SharePoint, Egnyte, Autodesk Construction Cloud, and so on).
  2. Upload it to Nomic. See Upload files directly to Nomic.
  3. Share the uploaded copy with Nomic Support using the steps in Share a file or folder.

If your organization's policy doesn't allow uploading the file, tell Support and we'll work out another way to reproduce the issue.

Troubleshooting​

  • Nomic Support doesn't appear in the search results. Type at least three letters, starting from the beginning of the name (nom, not support). If it still doesn't appear, check the access list. Nomic Support may already have access, for example through a parent folder.
  • There's no Permissions option in the menu. You don't have manage access to the file, or the file comes from a connected system. See Before you start.
  • I can only choose Can view. That's expected. Nomic Support can only be given view access.

How Support uses your file​

We use the file only to diagnose the issue you reported, under Nomic's data handling controls. See What Nomic can and cannot see for how Nomic handles customer data.

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