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Troubleshooting Registration Issues

Reference Number: KB-01191 Last Updated: 10-16-2014 09:38 AM

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors or Chief Architect Lite


QUESTION

I receive one of the following error messages when attempting to install my Chief Architect software program:

  • "Cannot connect to the Internet. Make sure you have a default Internet browser installed and that you are able to access the Internet through it." 
  • "Could not Register Online. Could not connect to the internet. Please contact your system administrator or internet service provider."
  • "The primary registration server could not be contacted. Please check your firewall settings. Would you like to try connecting to the secondary server?"
  • "Could not connect to the activation server. Please check your internet connection and try again later."

ANSWER

Please use the following troubleshooting steps to resolve the issue. Try each step in the order presented here. Be sure to follow the steps in the last section to restore your system after the install is complete. Most registration problems are caused by other programs or services running in the background. Often these programs or services are factory installed and can affect even new computers.

Verifying internet connectivity

Launch a web browser and browse to: http://www.chiefarchitect.com/

If you can connect to the Chief Architect website, attempt to register the software again. If the registration does not complete successfully, then continue to the next step.

If you cannot connect to the Chief Architect website, please check with your internet service provider to discuss your internet connectivity issue.

 

Check your firewall settings

  • For the purposes of troubleshooting, check your firewall settings to ensure that it allows for access across Port 80.

  • Contact the manufacturer of your currently installed security software, spyware protection, firewall and other similar applications to determine how to configure them properly to allow the Chief Architect application to contact the internet.

  • Some common firewall application vendors include:

Once you have correctly configured your firewall to allow the software's Registration Wizard to contact then internet, double click on your Chief Architect program icon to launch the Registration Wizard.

If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration.

If you are still unable to successfully register the program, continue on to the next step.


Log in as the Administrator

After receiving the error message, reboot the computer and log in under the Administrator account.

If you have questions about this process, please stop now and consult with your network administrator.

Once you have logged in under the Administrator, double click on your Chief Architect program icon to launch the Registration Wizard.

If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration.

If you are still unable to successfully register the program, continue on to the next step.



Resetting Internet Explorer to Default Condition

http://support.microsoft.com/kb/923737

To reset the Internet Explorer web browser back to its default settings:

  1. Select the Tools menu and click on Internet Options

  2. Click on the Advanced tab

  3. Under Reset Internet Explorer Settings, press the Reset button.

    You may be prompted that before you can reset Internet Explorer settings, you must first close all other open windows and programs. If so, click OK and do so. Once the other program windows are closed, click on the Reset button again.


    Once you have reset your Internet Explorer settings back to their default condition, double click on your Chief Architect program icon to launch the Registration Wizard.

If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration.

If you are still unable to successfully register the program, continue on to the next step.

 

Safe Mode with Networking*

Note: If you are connected to the internet wirelessly, before proceeding, plug a network cable into the computer directly.


There may be a process running in the background on your system which is stopping the information from the Registration Wizard to be sent out, or returned, correctly. In which case, you should be able to ensure that this process is disabled by rebooting your system in Safe Mode with Networking.

For instructions on this process, please see the following appropriate Microsoft help article for your particular operating system.


    Once you have booted your system up into Safe Mode with Networking, double click on your Chief Architect program icon to launch the Registration Wizard.

    If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration.

    If you are still unable to successfully register the program, continue on to the next step.

    Router or Modem

    It may be necessary to reboot the router or modem.

    If you are connected wirelessly, connect to the internet directly using a network cable.

    Once you have connected the system to the internet, and rebooted the router or modem, double click on your Chief Architect program icon to launch the Registration Wizard.

    If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration.

    If you are still unable to successfully register the program, continue on to the next step.

     

    Alternate System

    If you have an alternate computer available that meets the minimum system requirements for running the software, attempt to install and run the software on a different system.