Help Database

Since there are a number of possible causes of exception errors, some basic troubleshooting is required in order to identify the reason for a particular error.

To troubleshoot an exception error

1. The first step to troubleshooting an error in any program is to make sure you are using the most current program version.
   
   
   • In Chief Architect, you can verify whether you have the latest program update by selecting Help> Download Program Updates from the program menu.
     
     
     
2. File corruption and data loss can be caused by working in an unsupported fashion, such as working on files saved on a network server, external hard drive, or usb flash drive.
   
   
   • If you work in this manner, we recommend that you copy plan and layout files to your local hard drive before you open them in Chief Architect. When you are finished working, exit out of the program and then copy them back to their original location.
     
     
   • For more information, see Help Database article 562:
     Guide to file management for Chief Architect files 
     
     
     
3. Make sure that your computer meets the minimum system requirements for running the software.
   
   
   • The minimum and recommended system requirements for running the current version of Chief Architect are available at: http://www.chiefarchitect.com/products/sysreq.html
     
     
   • If your computer does not meet the minimum system requirements, you should consider purchasing a system that meets, or exceeds, the minimum requirements.
     
     
     
4. If your computer meets the minimum system requirements, you may still need to update your video card drivers.
   
   
   • Basic instructions are available in Help Database article 106:
     How to resolve most 3D camera view display problems
     
     
     
5. If you have the latest program update installed and are running the program in a supported fashion, then the cause of the error is likely within the software itself.
   
   
   • If you would like to help us determine the cause of the problem so that it can be resolved, please follow the instructions below.
     
     
     

If you would like to report the error and help us find a solution, please send the following information to our Technical Support department.

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.  Please be assured that any files submitted to Chief Architect Technical Support will be used for troubleshooting purposes only.

To report an error to Chief Architect Technical Support

1. When an error occurs, it is 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.
   
   
   
2. Use the Backup Entire Plan  tool to create a folder with a copy of the file in which the error occurs, along with all referenced files. 
   
   
   • See Help Database article 987: Using the Backup Entire Plan tool.
     
     
     
3. Navigate to the Chief Architect application data folder on your hard drive.
   
   
   • In Windows Vista or Windows 7, click the Windows Start button, and either type or paste the following text in to the Search field and press Enter.
     
     %appdata%
     
     
   • In Windows XP, click the Windows Start button, then select Run from the menu and type or paste the same text in the Open field, then press Enter.
     
     
     
4. Next, open the folder with the name of the program you are using and locate the file named Message Log.txt file.
   
   
   • Right-click on this file and select Copy. 
     
     
   • Navigate to the folder that you created using Backup Entire Plan , and Paste a copy of the Message Log file into it.
     
     
     
5. If you have a screen capture of the error message, you can save a copy of it in your Backup Entire Plan folder, as well.
   
   
   
6. Once you have all of the necessary files located in your Backup Entire Plan  folder, exit out of Chief Architect, right click on the folder, and select Send To> Compressed (zipped) folder from the menu.
   
   
   
7. Log in to your Online Support Center account and create a new ticket to send to Technical Support.
   
   
   • If you have not used the Online Support Center before, you will need to take a moment to register a new account.
     
     
   • For more information, see Help Database article 717: 
     How To Use The Online Support Center
     
     
   • Online Support Center - http://support.chiefarchitect.com/
     
     
     
8. Give the ticket a short but descriptive title, and in the text of the ticket, type a detailed  description of the problem, including the exact steps that caused the error to occur.
   
   
   • The more detailed you are, the more likely we will be to reproduce the error and identify the problem.
     
     
   • Include the exact wording of the error message, or attach a screen capture image of the error message box.
     
     
     
9. Provide information about your system, such as its:
   
   
   • Operating system
     
     
   • Video card
     
     
   • Type of mouse
     
     
   • Printer
     
     
   • Driver dates 
     
     
     
10. Click the Browse button to browse to the zipped copy of your Backup Entire Plan  folder and attach it to your ticket, then submit the ticket.
    
    

It is possible that Technical Services may need additional  information regarding the issue, which they will request via a reply in the Online Support Center.