What information should I add to my Request?

Why is it important to provide detailed information in your support request?

At Graphisoft, we aim to resolve your Archicad issues as quickly and efficiently as possible. The more information you provide from the start, the easier it is for us to understand the issue and identify the best solution.

Clear and detailed requests help reduce delays and avoid unnecessary back-and-forth communication. While not every item on the checklist below will apply to every case, providing as much relevant information as possible helps our team assist you faster and more effectively.

Checklist for Submitting a Clear Support Request

1. Clearly describe the issue: Explain the problem in clear, simple language. Be specific and include relevant information, but avoid unnecessary details.
2. Provide steps to reproduce the issue: If the problem can be reproduced, let us know the exact steps you take so we can replicate it during testing.
   • Alternatively, attach a screen recording showing the process.
3. Archicad and System Details: To better understand your setup, please include:
   • Archicad version (including build number and language), found in Help > About Archicad...
   • File type you are working with (PLN, Teamwork, etc.).
   • Operating system and version (e.g., macOS 26.2, Windows 11).
   • Any customizations or add-ons that might affect Archicad’s behavior.

4. Who is affected by the issue? Let us know if the problem occurs across multiple machines, users, or projects, or is specific to a single user, computer, or file.

   This helps us determine whether the issue is local or more general.

5. Share your screen: Images help, but screen recordings are even better!
   • Screenshots:
     • Capture the full screen so we can see the entire Archicad window, including its context, active tools, and any system messages.
     • Mark up the screenshot if needed to highlight the problem area.
   • Screen recordings:
     • Show the exact steps you follow before the issue occurs. If the issue is intermittent, try recording multiple attempts.
       For instructions on recording your screen, click here.
6. Include error messages: If you see an error message, include a screenshot and/or the text of the message.

7. List steps you’ve already tried: If you attempted any solutions before contacting us, let us know. 
   (For example: restarting Archicad or your computer, testing on another file or computer, etc.)

   This helps us avoid repeating steps and allows us to suggest new solutions more quickly.

8. Attach project files if needed: If the issue is related to a specific file, attach it or let us know if you need an upload link to send your file across.
   How to format and send your file to support:
   • Typical Case
   • Library Related Issues
9. Submit one request per issue: If you have multiple issues, we recommend creating a separate request for each one. This helps us manage them more efficiently and avoids confusion from mixing topics in a single case.