When contacting Graphisoft Support about Archicad crashes, please include all of the information listed below. This data is required for us to analyze the issue effectively and help you as quickly as possible.
Project and file details
- List any steps you’ve already tried to solve the issue
(e.g., restarting Archicad or your computer, testing on another file or computer, preferences cleaning, reinstalling and updating Archicad, etc.) - Bug ID - After the crash, in the Bug Reporter window, check "I have read the privacy policy..." > Send Report > Copy the Bug ID number, or take a screenshot and send it to us.
- Exact Archicad version with Build/Update status: Help > About Archicad
- File Type: Teamwork or PLN?
- If Teamwork Project: BIMcloud SaaS or BIMcloud Basic?
- If PLN file: is it stored locally on your machine, on a server, network drive, or cloud storage?
Hardware information
- Desktop or laptop?
If a laptop, note whether a docking station or display adapter is used - Exact operating system
- CPU Processor model and clock speed
- GPU model and available video memory
- RAM size
- Drive type (SSD or HDD) and available free space
- Number of monitors and their resolutions
Additional context
At what exact point does the crash occur?
(e.g., during project loading, while regenerating views, switching floors, saving, publishing, or using a specific tool)Does the crash happen consistently at the same step, or only under certain conditions?
(e.g., only after the project has been open for some time)Is the behavior reproducible, or does it happen randomly?
How often does the crash occur?
Does it occur in multiple projects or only one?
Does it occur on other computers or with other users?
Did the issue start after a recent change?
(Archicad update, operating system update, hardware change, plugin, library update, or migration)Are any third-party add-ons or plugins loaded?
For a more comprehensive list of diagnostic data, refer to the related article linked below.
What information should I add to my Request?