Using the Technical Support Center

The information in this article applies to:

QUESTION

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

ANSWER

The Technical Support Center 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.

To access the Technical 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.
   
   
   
   
   • 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.
   
   
   
   

To submit a new support case

1. Click the New Case button to start a new support case.
   
   
   
   
   
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 support. Please see the Support and Customer Service page 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.
   
   
   
   
   
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.
   
   
   
   
   • 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 support case, click the Browse button below the text box.
   
   For instructions on attaching a file, see the To attach a file to a support case section below.
   
   
   
   
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.
   
   

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/Layout  tool to save a copy of the file along with all associated image files in their own folder. 
   
   For instructions on using this tool, please see the Related Articles section below.
   
   
   
2. After using Backup Entire Plan/Layout 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.
     
     

     On a Mac, hold down the Control key while clicking to initiate a right-click command. More information about right-click commands on Apple input devices can be found in the following Apple resource: Right-click 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 along with a Delete button. 
   
   
   
6. Confirm that all fields in your Technical Support Center case are filled in and click the Submit Case button at the bottom of the form.