Some of the requested information may identify you as well as specific information about your computer, but it will also help us determine the source of the problem. It is possible that Technical Services may need additional information regarding the issue, which they will request via a reply in the Technical Support Center. After you have entered in as much information as you can provide on how to reproduce the error and its exact wording, then click the Browse button and attach all of the requested files to your case.The more detailed you are, the more likely we will be able to reproduce the error and identify the problem. Please be sure to include the exact steps that caused the error to occur, as best as you are able to remember them. Give the case a short, but descriptive title, then in the text of the case, type a detailed description of the problem.See Knowledge Base article: Using the Technical Support Center. Sign in to the Technical Support Center and create a new case to send to Technical Support.See Knowledge Base article: Retrieving System Information to Send to Technical Support. Export your System Information and send the file to Tech Support for examination.See Knowledge Base article: Locating the Message Log. Locate the Message Log to send the entire text file to Tech Support.See Knowledge Base article: Using the Backup Entire Plan/Layout Tool. Use the Backup Entire Plan/Layout tool to create a zipped folder with a copy of the file in which the error occurs, along with all referenced files.See Knowledge Base article: Creating a Screenshot. If applicable, expand out the text of the error message, and then take a screenshot of the message to submit to Technical Support so that they will have the exact wording of the error or warning that you are receiving.Be detailed with step-by-step instructions if at all possible. When an error occurs, it's a good idea to take a moment to write down what you were doing just prior to the error, including what kind of view was open, what tools you were using, and what objects you were drawing or editing.To report an error to Chief Architect Technical Support If this is the case, then please report the problem to our Technical Support team by submitting all of the requested information below. ![]() ![]() ![]() If none of the prior steps resolve the error, then it is likely caused by something either with regards to the computer's operating system, hardware, or in the file itself.See Knowledge Base article: Accessing Your Archive Files If only occurs in one particular file, rather than all files, and if the error is a result of file corruption, check your recent backups, or review the software's automatically generated Archives to see if a recent copy of the plan exists which does not generate the error message.See Knowledge Base article: Organizing your Plan and Layout Files When you're finished working, exit out of the program and then copy them back to their original location. I f you have been working on files when they are saved anywhere other than your local machine's hard drive, then we recommend that you always copy plan (and layout files for Chief Architect and Home Designer Pro) to your local hard drive before you open them in the software.If none of the above steps have resolved the error, bear in mind that these types of errors can sometimes indicate that the file itself is corrupt.į ile corruption and data loss can be caused by a hard drive failure, power outage or forced system restart while working on a file, or even with working in an unsupported fashion, such as working on files saved on a network server, external hard drive, or USB flash drive.
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