Troubleshooting Library Download Issues


Reference Number: KB-02772
Last Modified: July 24, 2017

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


DESCRIPTION

I am having trouble downloading the Core Catalogs, where one of the following warnings display:

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

or

"Security software or a firewall is blocking the program from accessing the catalog download server. Please re-configure and try downloading the catalog again."

How can I solve the problem?


RESOLUTION

If you encounter one of these messages, one of these is likely to be the cause:

  • You may not be connected to the internet or the connection is intermittent.

  • A third party application running on the computer may be blocking the download.

  • Your network may have permissions for a firewall or proxy server which is blocking the download.

  • If you are using OS X Mavericks or Yosemite, App Nap may be preventing the download from continuing when you switch to another program.

    App Nap can be disabled by opening the Applications folder in Finder and selecting your Home Designer or Chief Architect product and selecting File> Get Info from the menu. Under General put a checkmark in the box that says prevent App Nap.


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

Alternately, you can manually download and install the Core Catalog files for your specific product, or install them from the program's backup DVD if you purchased one.

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:

If you have a backup DVD, you can also install the core catalogs directly from the disk. Please see KB-01195: Installing library content from the program DVD for more details.

If you do not have a backup DVD and would like to purchase one, please contact our Customer Service team directly using the information from the Contact Us link under the Company Info section below.


To send the error information to Technical Support

  1. Exit out of your Chief Architect program completely.


  2. Open an operating system window, navigate to your Documents directory, and open the software's Data folder. For example: \Documents\Chief Architect Premier X9 Data


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


  4. 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" 


  5. Attach the newly created errors.zip file to a new ticket in the Online Support Center