I need to submit a support case or ticket to Chief Architect Technical Support. How can I do this?
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:
Once logged in, click on the Technical Support Center link.
To submit a new support case
Click the New Case button to start a new support case.
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.
In the Step 2 - Type a shortSubject field, type a short, but descriptive summary of the problem you're encountering.
In the Step 3 - Type a detailed question box, type your question or a description of your issue in as much detail as possible.
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.
If you want to attach one or more files to your support case, click the Browse button below the text box.
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
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.
After using Backup Entire Plan/Project Tool , save your work and exit out of Chief Architect or Home Designer.
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.
Once the file is ready to be attached to your case, click the Browse button near the bottom of the form.
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 along with a Delete button.
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.