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jblock

Vectorworks, Inc Employee
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Everything posted by jblock

  1. @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.
  2. @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.
  3. @Gerard Corrhave you successfully launched on the client machine yet? Vectorworks needs to launch to first create the Logindialog.xml.
  4. @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?
  5. @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!
  6. 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.
  7. 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)
  8. 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!
  9. @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
  10. 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!
  11. 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.
  12. @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.
  13. Hi @CedricJ After launching on one of the client machines and connecting to the server, a “LoginDialog.xml” file will be created in the following location: Macs: /Users/YOURUSERNAME/Library/Application Support/Vectorworks/2022/Settings/SeriesG/ Windows: C:\Users\YOURUSERNAME\AppData\Roaming\Nemetschek\Vectorworks\2022\Settings\Series G Copy this file and move it to the following location (you may need to create this SeriesG Folder): Macs: /Applications/Vectorworks 2022/Settings/SeriesG/LoginDialog.xml Windows: C:\Program Files\Vectorworks 2022\Settings\SeriesG\LoginDialog.xml The login dialog settings should now be read by all user accounts. You can configure the .XML file first to pre-populate the IP and port values and even hide the login dialog on launch. (To disable the login dialog from showing during startup, set the DontShowAtStartup value to 1.) You will need to share that file on all the computers, so they know where to reach the licensing server.
  14. @MalbertalWe are definitely investigating. I found a few other Apple forum threads that have users mentioning this issue across many apps. https://discussions.apple.com/thread/253309706
  15. In all of the other cases we have seen of this issue, it has been solved by launching Vectorworks while only one display is connected. What display are you using as your main display? Does the behavior change if you choose a different display as your main display?
  16. @MalbertalWe are still investigating exactly what is causing this. However, I have found multiple threads on Apple's site that would indicate the issue could be more widespread than just Vectorworks. For example, https://discussions.apple.com/thread/253295276
  17. If you are facing a bug with Twinmotion or need Support, please use the “Contact Us” button on the Twinmotion community site and a support agent will get back to you. The Twinmotion Support Community was created to allow users to ask questions, start discussions, share knowledge, and get engaged in the community by helping others. Articles that compose their knowledge base with valuable information are also available to you. Here are the instructions on how to set up and get access to the community: 1. Go to the Twinmotion website 2. Click on ‘Get Started’ 3. Proceed with the sign-up process a. Epic Account creation/login b. Accept the Twinmotion EULA c. Purpose Identification d. Submit the application 4. Access the Twinmotion Support Community 5. Get Started in the Community Guidelines
  18. Hi @Chris Rogersthis location is hidden by default on macOS. The easiest way to find it is through Finder. Open Finder and click on the "Go" menu at the top of the screen. Hold down the "option" key on your keyboard and you should see Library appear in the list. Thanks!
  19. Can you shut down Vectorworks and then try renaming your "2022" preferences folder in this location? "Macintosh HD/Users/jblock/Library/Application Support/Vectorworks" "C: > Users > (YourUsername) > AppData > Roaming > Nemetschek > Vectorworks" Once you have renamed the folder, can you launch Vectorworks again and check to see if the palettes are working properly? If not, please contact our technical support team directly at tech@vectorworks.net Thanks!
  20. @Ramon PGDM is a direct message. Since the file is large, can you email me a link to download the file so I can investigate? Thanks!
  21. @line-weightAre there any stray objects located very far from the origin or from the rest of your drawing? If you send me a DM with a copy of the file, I would be glad to take a look. Thanks!
  22. @Ramon PGThis looks similar to what can happen if you have objects located very far away from the internal origin or the rest of your drawing. If you send me a DM with a copy of the file, I can take a look. Thanks!
  23. @domer1322When the older version is deemed incompatible, it can be for a variety of reasons. In many cases, that version will not launch at all, or will cause such issues that its use is almost impossible. In other cases, there may be major tools or workflows that do not work. We say incompatible because it does not meet the standards that are acceptable for our software to run on an operating system and because it will not be updated in the future if any issues arise with that version on the incompatible operating system. In my experience, I have found that some users get lucky and are able to successfully launch a version of the software on an unsupported operating system, but it is almost always met with immediate performance and stability issues.
  24. Updated 3/19/2020 The Vectorworks Updater can be used in two modes: GUI mode and CLI mode. GUI mode is what most users use and guides them through any updates or other operations via buttons, menus, and other visual elements. The CLI performs the same functions as the GUI but via the command line. The CLI is accessed through calling a script file instead of the main exe/app of the Updater. You can have it show help by: Windows: "c:\Program Files\Vectorworks 2020\Vectorworks 2020 Updater\resources\cli.bat" -h MacOS: /Applications/Vectorworks\ 2020/Vectorworks\ 2020\ Updater.app/Contents/Resources/cli.sh -h On both platforms, the help command prints the usage help: For help on a specific command, you can use the arguments -h <command>, such as: Windows: "c:\Program Files\Vectorworks 2020\Vectorworks 2020 Updater\resources\cli.bat" check -h MacOS: /Applications/Vectorworks\ 2020/Vectorworks\ 2020\ Updater.app/Contents/Resources/cli.sh check -h Here is a quick description of the commands: • check: Prints out some basic info on your version and says whether there’s an update available • check-simple: returns 0 or 1 based on if an update is available or not. This is how VW calls to check for updates. • repair: Checks that every file that’s supposed to be installed is present and valid. Fixes any problems that it finds. • download-generic-update: Downloads a .vwupdate file that can be used to update Vectorworks while offline or on multiple machines. • download-update: Downloads a more specific (and smaller) .vwupdate file that can be used to update Vectorworks from a specific version to a specific version. • update: Updates Vectorworks. Used to do a normal update, or use a .vwupdate file with the –input option. • download-latest-updater: This can be used to download an updated Vectorworks Updater package. This is done automatically at startup in the GUI. Again, for any of these commands there is further help if you append -h to the command as in: Windows: "c:\Program Files\Vectorworks 2020\Vectorworks 2020 Updater\resources\cli.bat" check -h MacOS: /Applications/Vectorworks\ 2020/Vectorworks\ 2020\ Updater.app/Contents/Resources/cli.sh check -h Known Issues: 1) The updater may complain about not finding “CommonDir” on Windows. It will show an error such as: Could not find a path for the update location 'commonDir'. To correct this please run this again with the arguments -L commonDir:<path> with <path> being the correct directory, or contact support In this case, you can supply commonDir as follows: "c:\Program Files\Vectorworks 2020 SP2 Updater Cli\Vectorworks 2020 Updater\resources\cli.bat" -L "commonDir:\Program Files\Common Files" -h Please note the quotes (due to spaces in the path). Also note no drive letter supplied. There is currently a bug passing a drive letter, which is fixed in newer updaters.
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