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Troubleshooting Library Download Issues

Reference Number: KB-02772 Last Updated: 11-11-2014 02:28 PM

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors or Chief Architect Lite

Home Designer Professional, Architectural, Suite, Interiors, Essentials, and Landscape & Deck covers


DESCRIPTION

I am having trouble downloading the Core Catalogs, where the following warning displays:

"Part of the catalog download/update has timed out. Please check your network connection and security settings. If connecting wirelessly, try plugging directly into modem/router and then downloading again.
Would you like to try downloading again?"

How can I resolve this warning?


RESOLUTION

There are a number of potential reasons this warning may occur. If selecting "Yes" and attempting to redownload the Core Catalogs does not work after the first attempt, the following are some of the most likely potential issues:

  • If you are using Mac OSX Mavericks,  App Nap may be preventing the download from continuing when you switch to another program.

    App Nap can be disabled by selecting the Chief Architect or Home Designer program in the Applications folder then select "File> Get info" from the menu. Under General put a checkmark in the box that says "prevent App Nap"

  • You may not be connected to the internet in order to complete the download.

  • There may be a third party application running in the background on the computer blocking the download.

  • Your network may have permissions set in place for a firewall or proxy server blocking the download.


If you have verified your internet connectivity, third party applications, and network settings, but are still experiencing trouble with downloading the Core Catalogs, please contact Technical Support using the Online Support Center and attach the library error log file to continue troubleshooting.

You can also manually download and install the Core Catalog files for your specific product.


To send the error information to Technical Support

  1. Exit out of your Chief Architect program completely, then within your operating system, navigate the program's Data folder, which is located in your Documents directory, for example ..\Documents\Chief Architect Premier X6 Data.


  2. Inside of your program's Data folder, open the "Database Libraries" folder and locate the errors.log file.


  3. Compress the errors.log file

    • In Windows, right-click on the errors.log file and select Send To> Compressed (zipped) folder.

    • On a Mac, select the errors.log file, and from the menu select File> Compress "errors.log".


  4. Attach the newly created errors.zip file to a New Ticket in the Online Support Center.


To download and manually install the catalogs

For instructions on how to download and install the core catalogs manually, please follow the link below for your product version: