Troubleshooting Registration Issues


Reference Number: KB-01191
Last Modified: February 11, 2019

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors



QUESTION

I receive one of the following error messages:

  • "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."


How can I resolve this?


ANSWER

Please use the following troubleshooting steps to resolve the registration issue you're experiencing. Try each step in the order presented here.


Verify internet connectivity

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

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

If you cannot connect to the Chief Architect website, please contact your Internet Service Provider for further assistance.


Test internet connection speed

If you have verified internet connectivity, please perform a connection speed test. There are various utilities and websites that allow you to perform internet connection speed tests.

Once a test has been completed, please pay close attention to the Ping or Latency that is reported, which is the time (in milliseconds) it takes to react to a particular request.

If the Ping/Latency value is reported as a low number using the utility or website that you performed the test with, please proceed to the next step.

If the Ping/Latency value is reported as a high number using the utility or website that you performed the test with, please contact your Internet Service Provider for further assistance.


Check firewall settings

Once you have correctly configured your firewall to allow the software's Registration Wizard to contact the internet, open the Chief Architect program to launch the Registration Wizard and attempt to register your license.

If you are still unable to successfully register the license, 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, open the Chief Architect program to launch the Registration Wizard and attempt to register your license.

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


Reset Internet Explorer to the default condition

Please follow the steps in the following Microsoft support article to reset the settings for Internet Explorer if it's installed on your Windows system: https://support.microsoft.com/en-us/help/17441/windows-internet-explorer-change-reset-settings

Once you have reset your Internet Explorer settings back to their default condition, open your Chief Architect program to launch the Registration Wizard and attempt to register your license.

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


Safe Mode

If you are connected to the internet through a wireless connection, 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 on a Mac or Safe Mode with Networking on a Windows computer.

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


Once you have booted your system up into Safe Mode on a Mac or Safe Mode with Networking on a Windows computer, open your Chief Architect program to launch the Registration Wizard and attempt to register your license.

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 via a wireless connection, connect to the internet directly using a network cable.

Once you have connected the system to the internet, and rebooted the router or modem, open your Chief Architect program to launch the Registration Wizard and attempt to register your license.

If you are still unable to successfully register the program, please contact our Technical Support team and include all of the information requested below.


ADVANCED TROUBLESHOOTING

If you have followed all steps listed above and are still unable to register your Chief Architect license, please contact Chief Architect Technical Support using the Online Support Center and include

  1. If you are receiving an error or warning dialog box, attach a screenshot image of the message.

    See Knowledge Base article Creating a Screenshot.


  2. If you performed an internet speed test, attach a screenshot image of the test results.

    See Knowledge Base article Creating a Screenshot.



  3. Locate the Message Log.

    See Knowledge Base article Locating the Message Log.



  4. Export your System Information.

    See Knowledge Base article Finding Information About your System


  5. Sign in to the Online Support Center and create a new support case to send to Technical Support.

    Online Support Center - https://support.chiefarchitect.com/


  6. Give the case a short but descriptive title.

    In the text of the case, include the results of the troubleshooting you've already completed based on this article, including the computers default web browser, firewall software on the system, if you are connected from behind a proxy server, signed in to the computer as an administrator, what the results of Safe Mode were, and if you were able to connect via a wired connection. The more detailed you are, the more likely we will be to reproduce the issue and identify the problem.

    Click the Browse button and attach the Screenshot ImagesMessage Log, and System Information files to your case, then Submit it.

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