C-Motion Product Support

All documentation is on-line in the Wiki

The documentation for each C-Motion software product is available for free and on-line at C-Motion’s web site wiki. There are also tutorials, examples, and videos there.

C-Motion does not provide the software or documentation on CD-ROM, PDFs, or any other media. This allows us to better control its development, support, and production costs. It also eliminates any delays in delivering up to date software.

Notifications

C-Motion maintains a Twitter feed for announcing new releases and updates of software.

Contacting Us

Technical support questions are typically done through e-mails to support@c-motion.com or by the contact us page. We find that e-mail works best and provides an easy way to attach relevant models, scripts, or other files. C-Motion’s phone system only connects to the Maryland, USA office but C-Motion’s staff is distributed and international.

Training Options

NEWS: UK Postgraduate Research Student Training Sessions are now being offered in the UK and are open for scheduling. More information can be found here.


The recommended first place to get training is on-line, through the tutorials and the examples on the wiki. There is a helpful guide available for selecting tutorials here.

After that, personal, hands-on training is available if needed. This typically requires 2 days or more. This training can take place in two different ways, depending on the costs and scheduling.

  • On-site training for a laboratory is available for a fee and travel expenses. The cost is normally about $1900 USD per day, and includes travel costs to sites in the US, Canada, and Europe. Additional travel costs are needed for sites in Asia, Africa, Australia, South America, and other locations.
  • A less expensive option is to come to one of our offices for training by covering your own expenses. This training option costs about $700 USD per day.

Additional training, information, and customer experiences are provided in our C-Motion User Group (CMUG) meetings. These open group meetings are scheduled periodically each year throughout the world.

C-Motion User Group Meetings

Our C-Motion User Group (CMUG) meetings are scheduled periodically each year throughout the world. Customers and any interested party can join in for a day of additional training, information, and customer experiences. Hosted by various universities for regional coverage, these events are filled with information on using Visual3D more effectively, guest lectures, workshops, and shared experiences.

Workshops and training sessions often take place the day before the meeting. For the benefit of the hosting site, trainers, and scheduled speakers an application to attend is requested.

The next meetings are scheduled at:

Some previous CMUG meetings have been held in:
Austria, several in the UK, Canada, and the Czech Republic.

Biomechanics Textbook

C-Motion staff has contributed to a textbook describing the mathematics and principles of biomechanics, that also uses Visual3D as part of the process. More information on the book itself can be found here...

Visual3D Educational Version of the Software

Below is a button to download the Visual3D Educational Version of the analysis software referenced in the textbook. This is a restricted version of Visual3D and limited to running only the example files below.

(Note: If the installer asks for a license key, just ignore it and continue.)

Textbook Example Data Files:
Example 1: Download Walking Example Data
Example 2: Download Running Example Data

Other Files: IOR Walking Example Data
Other Files: IOR Running Example Data

C-Motion Licensing Policies

Visual3D uses an installation file and a license file. Other products simply have a license key. Each installed C-Motion product will activate its license over the Internet, limited to the number of licenses purchased. An activated license can be deactivated from the Help menu in the product.

Each C-Motion product license is restricted for use on a single computer. Each license is activated over the Internet for use on that specific computer. Multiple computers may use the same license key, but the activation process enables or disables use of that license key license. Customer license counts and activations are maintained in a database on C-Motion’s Internet servers.

The activation process ties the software to the unique computer it was installed on. If the software needs to be moved to another computer it must first be de-activated, then activated on the new computer.

When the license file is missing or incorrect, an installed copy of the software operates in a minimal or restricted mode. For example, an unlicensed copy of Visual3D acts as a C3D/CMO file reader in which motion capture data can be viewed but not changed, modeled, or manipulated.

Legal: C-Motion, Inc. is the sole developer of all C-Motion biomechanics analysis software products. Each product is owned by C-Motion and is protected by United States and International copyright laws, trademarks, and international treaty provisions. By purchasing a C-Motion product, C-Motion grants to you the right to use that product according to the End User Licensing Agreement (EULA). This agreement and its warranties are part of the software installation package. As a synopsis, you are allowed to use the product, not reverse engineer or resell it, and C-Motion cannot be held responsible or liable for how you use (or misuse) it.

[policy download]

Technical Support Policies

A Visual3D purchase comes with one year of technical support services included for free. Other products sold by C-Motion do not have a paid support option.

C-Motion’s paid support is $1250 USD per year per licensed lab/department, and is not correlated to the number of licenses purchased at that location.

A paid support service agreement provides: 1) Access to expert level technical support advice about using Visual3D, and 2) Access to the web site downloads for updates of Visual3D.

The support agreement must be renewed every year based on the original purchase date. A 10% discount is offered for multiple years of support when purchased at one time. A lifetime support agreement is also available.

C-Motion’s support services are not required in order for the software to continue to work, but an active support agreement is required if updates are to be accessed. Therefore, it is necessary to save copies of the downloaded software and license file so that the software can still be installed and used should the support agreement expire and downloads become unavailable.

Note: Technical support questions are typically done through e-mails to support@c-motion.com or by the contact us page. We find that e-mail works best and provides an easy way to attach relevant models, scripts, or other files. C-Motion’s phone system only connects to the Maryland, USA office but C-Motion’s staff is distributed and international. Note also that C-Motion treats all customer communications and data as confidential and follows all regulatory guidelines regarding patient and data security.

[policy download]