Creating a Support Package

by GRAPHISOFT, Andor Szőke, Katalin Götz and Katalin Borszéki · updated: 01.10.2016

Creating a Support Package

What is a Support Package?

Creating a Support Package may help the Technical Support Team more efficiently investigate a problem you experience with ARCHICAD. The package captures the current state of your (Teamwork or non-Teamwork) project and includes other data that will help the Graphisoft team to troubleshoot the problem.

You should create a support package if a Support person explicitly asks for it. Send it to your Support representative along with a description of the problem.

How to create a Support Package

There are two ways to initiate the process.

  1. Go to Help menu/ Create Support Package

AutomatedSupportPackageCreation.png

  1. Choose the Create Package button. If you have unsaved/unsent changes, the following dialog will appear:

DiscardChanges.png

  1. Select either of the three options:
    • Discard Changes: – choose this if you don’t mind loosing the changes you made since last saving the file, and/or you suspect that your latest edits caused the problem, and you don’t want this to be saved into your file. The file will be closed
    • Cancel:– will abort creating a support package
    • Save:– will save the changes in the file or local copy and will close the file
  2. You have now reached this dialog:

CreateSuppPackageMain.png

  1. Select the type of project you want to capture, and locate it on your hard drive
  2. Fine-tune the content of the package. These are the optional components:In solo mode:
    • Project– to save on package size, and to respect your privacy, the Project file itself is not part of the default package. The support team may request you to include the project also
    • Libraries – some problems may be related to library parts. Therefore your support representative may ask you to include some of the libraries used by the project. (Do not include, however the standard ARCHICAD 13 Library)

    In Teamwork mode:

    • Model from Server – the database of the selected project in its current state on the server. This is optional to save on package size, but including this enables the support team to exactly re-create the current state of the project
    • Last Autosaved Version – this might be necessary to compare different states of the file
    • Libraries – same as in case of solo files.
  3. Write a description of the problem in the “Comment” box
  4. Hit “Create” and locate a folder where you want to save the package.

There will be two or more files created.

  • In case of solo (PLN, PLA) files:
    • <Project name>-<Date of creation of the package>.support (Project-related files)
    • <Project name>-<Date of creation of the package>_LOG.support (LOG files)

    In case of Teamwork projects:

    • <Project name>-<Date of creation of the package>.twsupport (Teamwork Project-related files)
    • <Project name>-<Date of creation of the package>_LOG.twsupport (LOG files)

{i} If any of these files would be bigger than 100MB, then ARCHICAD will save the package in 100MB-pieces. So you might find that more than one .support or .twsupport files are created. So for example a Support Package may look something like this:

  • Myproject.pln-09-07-30-17-25.support
  • Myproject.pln-09-07-30-17-25_01.support
  • Myproject.pln-09-07-30-17-25_02.support
  • Myproject.pln-09-07-30-17-25_LOG.support

What data is saved into the Support Package?

For solo files, the .support file contains:

  • ARCHICAD Preferences files
  • Files of the last WorkEnvironment folder.
  • (optionally) the project file (.PLN) itself
  • (optionally) libraries used by the project

For solo files, the _LOG.support file contains:

  • FastLogger files – These files contain programmer’s data about the last 10 ARCHICAD sessions
  • CrashSubmissionLog.txt – This contains the IDs of submitted crash reports

For Teamwork files, the .twsupport file contains:

  • ARCHICAD Preferences files
  • Files of the last WorkEnvironment folder.
  • The local copy of the Teamwork project from the “TW Data” folder
  • (optionally) the Autosave files from the “TW Data” folder
  • (optionally) the server copy of the Teamwork project
  • (optionally) libraries used by the project

For Teamwork files, the _LOG.twsupport file contains:

  • FastLogger files – These files contain programmer’s data about the last 10 ARCHICAD sessions
  • CrashSubmissionLog.txt – This contains the IDs of submitted crash reports
  • The log files from the BIM Server ( MessagingServerLogs ProjectLogs TeamworkServerLogs )

Information for Support Personnel and CAD Managers

A registry key called AutoSupportPackage controls automatic Support Package creation (it is turned OFF in default). If this key is enabled, then support package creation is automatically offered if a serious error occurs during Send, Receive or Save operations. Turn the key ON if you experience repeating errors in any of these operations.

Location of the key:

Windows 32-bit: HKEY_CURRENT_USER\Software\Graphisoft\ARCHICAD\ARCHICAD 13.0.0 INT R1
Windows 64-bit: HKEY_CURRENT_USER\Software\Graphisoft\ARCHICAD-64\ARCHICAD-64 13.0.0 INT R1
Mac*: com.graphisoft.AC 13.0.0 XXX v1.plist file in /Users/(USER)/Library/Preferences folder

Use Pref Setter to edit .plist files on Mac

  • Was this Helpful ?
  • 3   ​0

Related content

AutoSave Files

  AutoSave is a feature of ArchiCAD, which protects data in case of a program or system crash, power outage or sudden termination of the program. You can customize autosave frequency and the AutoSave destination folder in Work Environment/ Data…

Altering ARCHICAD behavior - Registry or Preferences?

In some cases, the only way to activate a feature, or change the behaviour of ArchiCAD is by editing software configuration keys maintained by the operating system. On a PC this configuration system is called the Registry. On a Mac these configuration…