jblock

While troubleshooting, Vectorworks Technical Support may require you to send in your Installer log files. Those logs contain information about the installation process, as well as hardware and OS information from the machine Vectorworks is installed on. Listed below are the steps to retrieve these logs so they can be provided to Vectorworks Technical Support for further troubleshooting. MacOS: Open a Finder Window Navigate to Macintosh HD > Users > YOUR USERNAME > Library > Logs (or Press CMD + Shift + G and type ~/Library/Logs and press <return>) Look for filenames similar to: "vectorworks_2025_VWIM_2024_9_6_11_31_47.log" with desired date and time NOTE: On current versions of macOS, the Library folder for your User account is hidden by default. The easiest way to display it is to open Finder, then hold down the alt/option key on your keyboard while clicking "Go" from the menu bar, then selecting "Library" Windows: Navigate to: C:\Users\YOUR USERNAME\AppData\Local\Temp Look for filenames similar to: vectorworks_2025_VWIM_2024_9_6_11_31_47.log with desired date and time NOTE: The AppData folder may be hidden, so you will need to click on the View menu in the File Explorer window and enable "Show hidden Files" in the View Ribbon.

If you are installing Vectorworks and are seeing a message that the License Validation Failed, CLICK HERE to go to the troubleshooting page for this issue. Activation Limit You may see a message like the one above saying that you’ve reached the activation limit for the serial number you just used to install Vectorworks. This means that the serial number has been used on the maximum number of computers as allowed by our License Agreement. Uninstalling Vectorworks does not deactivate the license on that machine, if you need to install Vectorworks on a new machine after removing it from an old one, please contact Technical Support with the last 6 characters of your serial number and the Version (year) of Vectorworks you are installing. For example: Vectorworks 2025, serial number ending in XYZ123. You can contact Technical Support by filling out the support request form or calling the phone number listed on the Customer Portal Support page: https://customers.vectorworks.net/support Communication Problems You may also see an error message that Vectorworks was unable to activate due to “communication problems”. This message means that Vectorworks was unable to contact our activation servers to validate the license and activate it. Here are some things to try if you see this message: 1. Check your internet connection a. Vectorworks needs access to the internet to activate. If your machine is unable to connect to the internet Vectorworks will not be able to activate. 2. Try a different network a. Some networks (educational institutions, offices, etc.) may be configured to block the type of traffic necessary for Vectorworks to activate, if possible, try connecting to a different network to activate. Using a mobile hot spot from a smartphone is a good way to do this. i. If using an alternate network allows activation, contact your network administrator and proceed to Step 3. 3. Check Firewall Settings a. You may have a system firewall blocking Vectorworks from connecting to the internet to activate. i. You can try configuring the Firewall to allow Vectorworks to connect to the internet. 1. Windows a. How to add an exception to Windows Firewall 2. MacOS a. The system firewall is usually disabled by default, but if it is enabled the link below describes how to add an application to the allow list. b. How to allow an application through MacOS Firewall 4. Check Anti-Virus Applications a. Some Anti-Virus applications can block Vectorworks from connecting to the internet, below are some links for common anti-virus programs and how to either allow Vectorworks through or remove the anti-virus program. i. McAfee 1. Allow Full Access a. https://download.mcafee.com/products/webhelp/4/1033/GUID-A2D48FC2-9AB2-4BC6-9CC3-51F2958F568B.html 2. Uninstall a. Windows - https://www.mcafee.com/support/s/article/000001616?language=en_US b. Mac - https://www.mcafee.com/support/s/article/000002432?language=en_US ii. Bitdefender 1. Allow as an exception a. https://www.bitdefender.com/consumer/support/answer/13425/?srsltid=AfmBOooBqnK3jogJVXadwXmWfMElSVIY3d8aSV-nw7eX_vyGPjkHKMXD b. https://www.bitdefender.com/consumer/support/answer/13427/?srsltid=AfmBOoqyee7xzXIE_d_EXFqoDPMDvDw_I6tKR7TFjA9DoKoQJWMK2RBp 2. Uninstall a. Windows - https://www.bitdefender.com/consumer/support/answer/2791/?srsltid=AfmBOooBjSHocg-KtLg6p1jxazDMWi69PAyDHVwGQThWw9cx01XDconz b. Mac - https://www.bitdefender.com/consumer/support/answer/1784/?srsltid=AfmBOoojAekfEcyzrnN_Nq iii. Malwarebytes 1. Allow as an exception a. https://support.malwarebytes.com/hc/en-us/articles/360038479234-Manage-the-Allow-List-in-Malwarebytes-for-Windows-v4 2. Uninstall a. Mac - https://support.malwarebytes.com/hc/en-us/articles/360039025233-Uninstall-Malwarebytes-for-Mac-v4 b. Windows - https://support.malwarebytes.com/hc/en-us/articles/360038984753-Uninstall-Malwarebytes-for-Windows-v4 iv. Norton 1. Allow as an exception a. https://support.norton.com/sp/en/us/home/current/solutions/v6958602 2. Uninstall a. Mac - https://support.norton.com/sp/en/us/home/current/solutions/v134746139 b. Windows - https://support.norton.com/sp/en/us/home/current/solutions/v15972972 v. Kaspersky 1. Allow as an exception a. https://support.kaspersky.com/help/Kaspersky/Win21.5/en-US/227390.htm 2. Uninstall a. https://support.kaspersky.com/us/common/uninstall/12783 vi. Symantec 1. Add exceptions a. https://knowledge.broadcom.com/external/article/177496/how-to-create-exceptions-for-both-manage.html b. https://knowledge.broadcom.com/external/article/156028/configuring-exceptions-policies-in-endpo.html 2. Uninstall a. https://knowledge.broadcom.com/external/article/156148/uninstall-symantec-endpoint-protection.html vii. eset 1. Allow exceptions a. https://support.eset.com/en/kb6526-add-a-firewall-exception-using-the-troubleshooting-wizard-in-eset-windows-home-products b. https://support.eset.com/en/kb2843-create-a-firewall-rule-to-allowdisallow-use-of-a-certain-application-in-my-windows-eset-home-product 2. Uninstall a. https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool 5. Consult your network administrator a. Sometimes network settings prevent Vectorworks from connecting to the activation servers. In cases where none of the above steps resolve the issue, contact your network administrator and inform them that Vectorworks needs to access the internet. You can also provide them with the link below, which lists the domains and network ports that Vectorworks needs access to activate. i. Activating and Proxy Servers info If none of the above troubleshooting steps resolve the issue and allow you to activate, please reach out to Vectorworks Technical Support by filling out the support request form or calling the phone number listed on the Customer Portal Support page: https://customers.vectorworks.net/support