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Vectorworks, Inc Employee
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  • Occupation
    Technical Support Manager
  • Location
    United States

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  1. @brian.harry@cssd.ac.ukI will have someone reach out to you shortly to resolve. Thanks!
  2. Hi @brian.harry@cssd.ac.ukI see multiple .lic files listed, which will cause problems. In this scenario, there should only be one (license.lic) that is generated when you enter the activation key. Can you revoke the other license files and see if that helps? If not, please reach out directly to uktech@vectorworks.net so we can troubleshoot. Thanks!
  3. @Chuck97What happens if you press the "Escape" key on your keyboard when Vectorworks is trying to calculate the Inner Boundary? Does this cancel the operation for you?
  4. @E|FAthanks for your feedback. Due to the number of support requests that are received every day, I don't think this will be possible. I am hoping our system's auto reply can be working with the Customer Portal soon.
  5. @rDesignyes, we received your request in our ticketing system and will respond as soon as possible. The automated response is still not working the way we want it to for support tickets submitted via Customer Portal.
  6. @Gerard Corrhave you successfully launched on the client machine yet? Vectorworks needs to launch to first create the Logindialog.xml.
  7. @Oaktownthis issue should be fixed now. Can you check for your serial number on the Customer Portal and let me know if you are still having problems?
  8. @Kevin McAllisterThe only issue with the Service Select support form is the Auto-Reply is currently not working. This means you are not notified of your case number when the case is submitted. The tickets are still all submitted to our internal system. If you submitted a support request and have not received a reply, I will be glad to investigate and make sure we get you an answer as soon as possible. Thanks!
  9. In Vectorworks 2023, Vectorworks makes use of a License Description File (LDF) to help identify what license types or modules are accessible when you activate your product. Once you enter a serial number, Vectorworks will automatically attempt to retrieve the LDF from our server. If Vectorworks is unable to connect to our server, you may encounter the following dialog. If you are not connected to the internet, you can connect to the internet and click "Try Again". If you are still unable to retrieve the LDF, or if you are on a restricted network, you can navigate to your Customer Portal account and download the LDF under the Licenses pane. After the LDF has been downloaded, you can click the "Provide LDF" button in the dialog to select the LDF on your machine. This should allow the installation to complete even without internet connection or direct access to connect to our server.
  10. NOTE: This article is intended for IT professionals with an understanding of the command line/terminal interface. This article is not intended for all users and is not a required procedure for installing Vectorworks in a standard work environment. Do not use these steps unless you are specifically attempting to initiate a silent install of Vectorworks in a network environment or are specifically instructed to do so by Vectorworks Technical Support. The Vectorworks installer provides a command line interface for either pre-populating options or driving a silent installation from the command line. When doing a silent installation, there are four required arguments: --mode --unattendedmodeui --Serial --installdir These arguments are case sensitive and are preceded by a double dash (--). Options: --help Displays a list of valid options --mode qt win32 unattended Installation Mode --unattendedmodeui none minimal minimal/WithDialogs Controls the UI for Unattended mode --Serial Serial Number --installdir Install Directory macOS: You will need to first launch the installer .dmg file, which will open a volume called “Vectorworks 2022 Installer” in Finder. Right click on the installer and go to “Show Package Contents” Next, Click on the “Resources” Folder Next, Open the “installer” folder Next, right-click on “Install Vectorworks2022” and click “Show Package Contents” Next, Open the MacOS folder, right click on “installer.sh” and choose Get Info. You will want to use this path in Terminal. In Terminal, the command will look similar to this (you will need to make sure the Installer volume, Install directory and Serial Number match your records: Sudo /Volumes/Vectorworks2022-SP3-646432-SeriesBEG-installer1-osx/Vectorworks\ 2022\ Installer.app/Contents/Resources/installer/Install\ Vectorworks2022.app/Contents/MacOS/installbuilder.sh --unattendedmodeui none --mode unattended --Serial EXXXXX-XXXXXX-XXXXXX-XXXXXX --installdir /Applications/ When the installation is finished, control will return to Terminal.app. You can verify if it is complete by examining the file InstallerLog.txt (or UpdaterLog.txt) to see if it says "Installation completed" at the end of the log. This file can be found in the installation directory. Windows: Using a 3rd party Extractor like “7-Zip”, you will need to extract the install executable manually into a folder before running the silent installer. First, extract the Vectorworks Installer. Inside of the extracted Installer folder, right click on the “dist” file, and extract it using 7-Zip. Next, click on “Resources”. Next, click on the folder named “installer”. The executable file you need to start the silent installer will be in this location: \Vectorworks 2022 Installer\dist~\resources\installer\ Right click on the Install Vectorworks.exe, and choose Properties to find the location of the .exe. This is needed for the Silent Install command. Open Command Prompt as an administrator and use the following command (the Installer location, Install Directory, and serial numbers should match your records): \Vectorworks2022-SP4-653494-SeriesBEG-installer1-win\dist~\resources\installer\"install Vectorworks2022.exe"--unattendedmodeui none --Serial EHXUSA-XXXXXX-XXXXXX-XXXXXX --installdir \Program Files\ --mode unattended The installer will immediately return control to the command line. This is normal. The installer will continue installing in the background into your destination. You can verify if it is complete by examining the file InstallerLog.txt (or UpdaterLog.txt) to see if it says "Installation completed" at the end of the log. This file can be found in the installation directory. The instructions are identical for an updater, aside from modifying them for differing filenames (UpdateVectorworks.exe, for instance)
  11. This sounds like a known issue on macOS Monterey. Are you able to fix it by turning off "Automatic GraphicsSwitching" in your macOS System Preferences? Also, if you close your laptop lid and then open it again, does this make the menus useable again? Thanks!
  12. @E|FAThanks for confirming. As I said in my previous post, I am investigating why the automated response is not working with the Support Request form and working on a fix. Thanks
  13. Hi @E|FAwe actually do use a ticketing system and you should get an automated reply when submitting a support request from the customer portal. I will investigate why you seem to be having problems. If you email our technical support team directly at tech@vectorworks.net, do you receive an automated reply with a case number? Thanks!
  14. When launching Vision, you may receive the following error: "Cannot open HASP driver." To fix this, you can download the "Sentinel HASP/LDK Windows Command Line Runtime Installer 8.31" from the link below: https://supportportal.thalesgroup.com/csm?sys_kb_id=979a4e21db92e78cfe0aff3dbf9619c6&id=kb_article_view&sysparm_rank=6&sysparm_tsqueryId=ef0493a4db86c1105d310573f3961953&sysparm_article=KB0018319 This will download the "Senitel_LDK_Run-time_cmd_line.zip" folder. After extracting the folder, follow these steps: 1. Open Command Prompt on your machine 2. Drag the "haspdinst.exe" from the extracted folder into the Command Prompt window 3. Press the Spacebar on your keyboard to add a space after the haspdinst.exe 4. Add "-i -ld" arguments to install the legacy components needed 5. Press Enter to run the command. The installer will start running and prompt you when it has installed successfully. You should now be able to use Vision without the HASP dongle error.
  15. @CedricJglad you were able to figure it out! The Personalize dialog there is required for each new user. There is no way to hide it. This info is necessary as it is used by different features within Vectorworks.
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