Using the Online Support Center


Reference Number: KB-00717
Last Modified: December 13, 2018

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors

Home Designer Professional or Home Designer Architectural or Home Designer Suite or Home Designer Interiors or Home Designer Essentials



QUESTION

I need to submit a support case or ticket to Chief Architect Technical Support. How can I do this?


ANSWER

The Online Support Center is a website that allows you to communicate securely and directly with a member of the Chief Architect Technical department and send or receive any plan, layout, or other file that may be needed in order to best help resolve your issue.


If you haven't done so already, we would encourage you to first search the Knowledge Base for Chief Architect or Home Designer, the Chief Architect or Home Designer online tutorial training videos, and the threads on the ChiefTalk or HomeTalk user forums, since most questions on how to use the software, as well as resolutions to common technical issues, can be located by searching these resources.


This article outlines how to do important tasks in the Online Support Center so that you can use it effectively:


To access the Online Support Center

  1. Navigate to https://accounts.chiefarchitect.com/

    You can also get to this page by clicking the My Account link in the upper right corner of the Chief Architect or Home Designer webpages.



  2. Sign in with the e-mail address and password you used to purchase the software.

    Online account sign in page

    • If you do not remember your password, use the Forgot My Password link to have your password reset.

    • If you're using a Trial version, or have not yet purchased a Chief Architect product, click the Don't have an account yet? Create One link to create a Chief Architect Account.  


  3. Once logged in, click on the Technical Support Center link listed under the Available Services section.

    Clicking on Technical Support Center in the online account


To submit a new support case

  1. Click the New Case button to start a new support case.

    Clicking on New Case to create a new support ticket


  2. At the top, choose the Product that you need assistance with and enter the Product Key.

    Note: If you don't see your version listed here, your product is no longer eligible for free live support. Please contact our Customer Service department if you'd like to purchase a paid support case or would like to look into your upgrade options.


  3. In the Step 2 - Type a short Subject field, type a short, but descriptive summary of the problem you're encountering.

    Input field where the subject of the problem can be specified


  4. In the Step 3 - Type a detailed question box, type your question or a description of your issue in as much detail as possible.

    Input field where the issue or question can be specified

    • Include the exact wording or any error or warning messages that you're receiving.

    • Provide detailed, step-by-step instructions on how to reproduce the error or incorrect functionality that the program is exhibiting.

    • If you suspect that the problem may be related to your system, be sure to include the version of Windows or Mac, the video card, and any other relevant information on the computer.


  5. If you want to attach one or more files to your ticket, click the Browse button below the text box.

  6. When you're finished, confirm that all fields are filled in and then click the Submit Case button at the bottom of the form.

Chief Architect Technical Support strives to answer all Online Support Center cases within two business days; however, they are often able to answer a case within standard business hours.

When your case is answered, you will receive an email letting you know. Simply sign back in at your convenience to read the reply.

One of the benefits of using the Online Support Center to contact Chief Architect Technical Support is that you can attach files to your cases, which are often very helpful for answering questions and troubleshooting problems.


To attach a file to a support case

  1. If you want to attach a copy of a plan or layout to your case, use the Backup Entire Plan/Project  tool to save a copy of the file along with all associated image files in their own folder. 

  2. After using Backup Entire Plan/Project Tool , save your work and exit out of Chief Architect or Home Designer.


  3. In order to upload a folder, it must be compressed/zipped.

    • To create a compressed/zipped file or folder, right-click on it choose Send to> Compressed (zipped) Folder on Windows or right-click and choose Compress "Folder name" on Mac.

    • We recommend compressing all large files before attaching them to make the upload process quicker, and to protect the integrity of the original file while it's being uploaded and downloaded.


  4. Once the file is ready to be attached to your case, click the Browse button near the bottom of the form.




  5. In the Open dialog:

    • Navigate to the location of the file you wish to attach to your case.

    • Click on the name of the file to select it and click the Open button to attach it.

    • If the file being attached is large in size, you may see a progress bar appear. Once the file is successfully attached, it will appear below the Browse button and display the file size and a Delete button.


  6. Confirm that all fields in your Online Support Center case are filled in and click the Submit Case button at the bottom of the form.