Useful information for Support Tickets

When you log a support ticket (by email or online via https://myci.centralinnovation.com/) it is important to include as much detailed information as possible.  This is to help the Support Team diagnose and resolve your problem as quickly as possible.

If possible, please include the following:

• Describe what the problem is and where it occurs for example – Archicad freezes when I explode my Doors+Windows,
• Include the exact text from any error message and where this appears,
• Include screenshots or a video if they are available (using your phone to record a video works as well),
• Describe how to replicate the issue This is a really important part as it helps the team investigate exactly what you are experiencing,
• Include problem files if the problem is file specific, include it with your ticket,
• Tell us the operating system you are using is it Windows 7 / 10 / 11or MacOS 10.11 / 12.0 / 13.0, etc.
• If licensing related, provide the license number,
• Knowing what troubleshooting you’ve done or read on MyCi or the forums, This lets us know what you’ve tried doing so we don’t repeat the same steps.

In short, the more information provided the faster the support team can test workflows / files / systems and provide a solution.