Frequently asked questions
for Individual subscription

Lab Design Tool Individual frequently asked questions
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Account license, management and billing

My company requires modifications to the Terms of Service before I can subscribe.
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The Individual subscription of the Lab Design Tool requires a click-through Terms of Service and does not support modifications. You should purchase the Enterprise subscription level, which will provide you with customization of your overall subscription terms as well as a range of additional value-add features.

What if I require more than 25,000 square feet (or 2333 square meters) of managed lab space (the maximum for the Individual subscription)?
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You should purchase the Enterprise subscription level, which supports any size of managed lab space.

What are the different Lab Design Tool subscription levels and which one is right for me and my business?
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The Lab Design Tool is available in two subscription models - Individual and Enterprise. Individual is for a single user managing up to 25,000 square feet (or 2333 square meters) of lab space. The Enterprise subscription is for any number of users managing any amount of lab space throughout an organization who would benefit from, among other things, stakeholder multi-user collaboration and real-time augmented and virtual reality walk-throughs of their lab designs. There are a range of additional feature comparisons between the Individual and Enterprise subscription levels.

How much does the Lab Design Tool cost?
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The Lab Design Tool is available in two primary subscription levels: Individual and Enterprise. View the pricing and feature comparisons on the Individual product page.

How do I convert my Lab Design Tool free trial into a paid subscription?
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Once logged into the Lab Design Tool, go to your user profile and select “Manage Subscription.” You will have options to change your subscription plan at any time during the free trial. Note this will end your free trial period.

What is licensed managed space?
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This is the amount of total lab floor space that you can manage between all of your labs with the Lab Design Tool and is based on the level of your subscription.

How do I increase or decrease my amount of allowable managed lab space?
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Once logged into the Lab Design Tool, go to your user profile and select “Manage Subscription.” You will have options to change your subscription level at any time. The change will take effect immediately.

Can I have multiple users on one Lab Design Tool license?
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The Individual Lab Design Tool subscription license is for a single named user only. Any number of additional users can sign up for their own Individual subscription licenses. However, if all users need to share and collaborate within the same lab layout, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

How do I convert my Individual Lab Design Tool license into a multi-user Enterprise subscription?
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Please contact us at labdesigntool@kaon.com.

Can I buy a subscription to the Lab Design Tool for someone else to use?
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Each Lab Design Tool subscription is tied to an individual user’s email and selected methods of multi-factor authentication (MFA). It is recommended that each individual create their own account for purchasing and managing their subscription. However, there are no restrictions on whose credit card is used for the purchase.

Do you offer subscriptions for students, educators or educational institutions?
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We do not offer subscriptions for students, educators and educational institutions at this time. However, it is under consideration, and we encourage you to reach out to us at labdesigntool@kaon.com to make an inquiry.

Can I use my Lab Design Tool license on more than one device and/or browser at the same time?
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No. The Lab Design Tool is meant to be used by one named licensed person on one device and browser at a time.

Can I access the labs I created after my subscription expires or is canceled?           
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No. All of your saved lab digital twins are only available while you are a paid subscriber.

How can I renew my Lab Design Tool subscription after it has been canceled or expired?
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Unless you have previously deleted all your account information, you can log in and you will be directed to the subscription renewal page. Once you renew your subscription, you’ll get access to any of your previously saved lab spaces.

How do I cancel my free trial?
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Once logged into the Lab Design Tool, go to your User Profile and select “Manage Subscription.” There you have options to cancel your free trial at any time.

How do I cancel my paid subscription?
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Once logged into the Lab Design Tool, go to your User Profile and select “Manage Subscription.” There you have options to cancel your subscription at any time. This will cancel any auto-renewal of your subscription. You will  still have access to the tool for any remaining time that you have paid for.

Can I cancel my monthly or annual subscription early and get a refund for the unused time?
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No. Once you cancel, you will still have access to the Lab Design Tool for any remaining time that you have already paid for.

How do I stop the auto-renewal for my free trial or paid Lab Design Tool subscription?
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Once logged into the Lab Design Tool, go to your User Profile and select “Manage Subscription.” There you have options to cancel your subscription at any time. You will be able to continue using the Lab Design Tool for any time period that you have already paid for.

How do I request the deletion of all my account data?
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You can notify us in writing, as explained in part 9 of our privacy policy. Please note that if you delete all of your account data, this will remove all lab layouts that you have saved, and they will no longer be accessible, even if you renew an expired or canceled subscription in the future.

Supported platforms

What browsers are supported by Lab Design Tool?
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Lab Design Tool requires the latest version of Chrome, Edge, Safari, or Firefox. While some functionality is available on mobile, your labs can only be accessed when you are logged in using a Windows or MacOS computer running an actively supported operating system. We recommend a computer with a dedicated graphics chip (GPU) for the best results. Note that some browsers do not support some graphics chips for security or performance reasons, so you may need to update your graphics drivers or try different browsers if you are having issues.

Do I need an internet connection to use the Lab Design Tool?
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Yes. The Individual subscription of the Lab Design Tool requires a browser and an internet connection at all times. If you require an offline (native) version of the Lab Design Tool, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Can I use the Lab Design Tool on my mobile device?
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While some functionality is available on mobile devices, your labs can only be accessed when you are logged in using a Windows or MacOS computer. If you want the ability to install the Lab Design Tool on a mobile tablet, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Can I design and view labs on a tablet device such as an iPad?
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Using the Lab Design Tool on a mobile tablet, such as an iPad, greatly enhances your flexibility for both online and offline use. It also provides greater freedom and an easier form factor to use the Lab Design Tool within your physical lab environment with your stakeholders. In addition, it will allow you to use augmented reality (AR). If you want to use the Lab Design Tool with an iPad and enable AR, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Getting started

What is the best way to get familiar with the Lab Design Tool and how to create, manage, and optimize lab spaces?
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You should start by watching the training video above. It is also available from the drop-down menu after you have logged in.

What is the best way to create a lab design when I do not have an existing lab space floor plan design?
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To create a lab space from scratch after opening the Lab Design Tool, select the option to “Create a New Lab”. and then using the “Add Wall” function begin laying out your initial floor plan in 2D. From there, you can begin adding any number of assets to the space. On the bottom left of the application you will see your new lab taking form in real-time 3D that can be enlarged to full screen at any time for easy navigation and review.

What is the best way to create a lab layout from an existing lab space floor plan design?
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To create a lab space from an existing floor plan, you must first obtain a digital image of the 2D floor plan layout in either JPEG or PNG format. You may then use the “Trace Floor Plan Image” feature to load the 2D floor plan image, set the scale, set the opacity, and, using the “Add Wall” function, begin tracing the floor plan in 2D. From there, you can begin adding any number of assets to the space. On the bottom left of the application, you will see your new lab taking form in real-time 3D, which can be enlarged to full screen at any time for easy 3D navigation and review.

Can I view my labs in augmented reality?
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Viewing your labs in augmented reality (AR) will greatly improve stakeholder engagement, understanding, learning, and feedback to reduce the time of overall consensus. If you want to use AR on a supported tablet device, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Can I view my labs in virtual reality?
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Viewing your labs in virtual reality (VR) will greatly improve stakeholder engagement, understanding and learning. It will also provide real-time insights that will help reduce the overall time it takes to gain consensus. If you want to use virtual reality on a supported headset, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Managing labs

How do I save my labs?
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All labs are automatically saved to the cloud upon every change and can be retrieved by using the Lab Design Tool “Open an Existing Lab” function.

How does the Lab Design Tool calculate the managed space licensed to me?
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The first tab in each lab file specifies the floor plan of the lab. Other tabs in that same file can be used to try different equipment configurations. Only the area on the first tab contributes to your licensed space usage. Lab Design Tool adds the space used by each file you create to compute your total allocated amount. You are allowed to go over your limit for a short period, but please delete labs or upgrade your subscription within one day.

How do I delete a saved lab?
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When you select the “Open an Existing Lab” function in the Lab Design Tool and select a specific lab from the list, you will have the option to either open that lab or delete it. Deleting a lab will reclaim the total size of that lab in square feet or square meters back to your total allotted managed space within your current subscription level.

Can I import an existing lab floor plan from another modeling tool?
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Using a 2D image of any floor plan exported from your preferred modeling tool (e.g. AutoCAD), you can use the Trace Floor Plan Image feature to bring that image into the Lab Design Tool. Quickly and easily trace the image to create and manage your lab 3D digital twin.

How can I add generic versions of assets to the Lab Design Tool?
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The Lab Design Tool palette has different categories of assets that can be added to a lab space, including Generic ones. Select any of the Generic assets (e.g. Generic Box) and place it in your lab space. This asset can be resized to any dimension. You can also edit the asset properties to give it a name (label), elevation, color, and more.

Can I share my labs with someone else?
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Labs are not sharable and only available to the Individual licensed user. If you require the ability to share view-only or editable labs with others, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

What is the best way to view my labs with someone else?
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Share your lab layouts in virtual meetings (e.g. Zoom or Teams) or use the Screen Capture feature within the tool to create images of lab spaces to share via email.

Where are my saved labs stored?
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All labs are automatically stored securely in the cloud. 

How secure is my lab design data in the Lab Design Tool?
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All of your labs are encrypted at rest and in transit, fully backed up, and replicated for disaster recovery. If you require single sign on (SSO) integration and/or end-to-end encryption of all your lab design-related data, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Managing assets

I require a specific 3D model asset in the Lab Design Tool. Can I import my own 3D model asset or have it created for me?
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The Individual subscription does not allow importing 3D model assets by the user. However, there is a vast assets library within the tool and new 3D assets are added quarterly based on user feedback provided in the forums. If you require specific 3D assets in the Lab Design Tool, you should purchase or upgrade to the Enterprise Lab Design Tool subscription.

Are there any limits on how many assets I can place within each lab design?          
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No. You can place as many assets into a lab as you need.

Support and user forum

I still have a question or need technical support after watching the training video and reviewing the FAQs. Where do I get help?
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You should use the Community Support forum to get technical help from power users and Lab Design Tool staff.

Where can I report a bug?
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To report a bug, visit the Community Support forum and get help from power users and Lab Design Tool staff.

Where can I submit a feature request?
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To submit a feature request, please post your request in the Feature Wish List forum so it can be considered for future implementation in the future product roadmap.

Where can I submit a request to add a new asset to the Lab Design Tool?
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To submit a request for adding a new asset to the Lab Design Tool palette, please post your request in the Equipment Wish List forum so it can be considered for future implementation in the future product roadmap.

Where can I connect with other users of the Lab Design Tool?
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To share ideas and other topics with other users of the Lab Design Tool, visit the Break Room forum. Note that any bugs as well as new feature and asset requests discussed in the Break Room forum will not be received by the Lab Design Tool staff. Please use Feature and Asset Wish List forums if you would like these to be considered in the future product roadmap.

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