FAQ – What to submit in the support ticket? 2

We would love to help you as quick as possible with your Support questions.
The more information we have, the better the chance that we can help in our first answer.

When sending a support ticket, please include the following information:

1. What version of Archicad do you use (with the Build number)?
You can find this information if you go to your Archicad > Help > About Archicad… It will say something like: Archicad 25 4013 NZE full 

2. What operating system do you have?
Many times this makes a difference. Certain issues are operating system related.

3. Is the issue happening with Solo projects or Teamwork projects.
At this point, please also include a detailed description of the issue. What’s happening, and when. Does it happen all the time, or is the issue a project-specific problem? When did the issue start happening? What troubleshooting steps did you try? The more information the better. (-:

4. Screenshots or Screen recording.
A full-screen recording of the problem is a fantastic piece for us. We can reproduce the workflow at our end, also we can clearly see what’s happening. I know that in some cases recording the screen is not easy, so a few good screenshots are really helpful for us too.

5. The project file(s).
If they are too big and you have a file share solution (Google Drive, Dropbox, iCloud, etc.) we can use those. But we are happy to send a link to our portal where all the big files can be uploaded for us.