Crash Investigation Guide

If Archicad is crashing it is important for us to have the following information, so that we can diagnose the source of the crash:

1) When did you start to experience the crashes?

Did something specific happen? When was the last time a crash occurred?

2) Is Archicad updated to the latest version? 

To update your Archicad Install, click the Help ➔ Check for Updates... menu from within Archicad, and this will take you to a download page for the latest update if one is available.

You can also download updates for all Archicad versions back to Archicad 20 from here:

• Graphisoft: Downloads

Select the 'Updates' tab at the top of the page, the language version for your Archicad installation (AUS for Australia and NZE for New Zealand), then select the Version of Archicad, and the Platform. The download link for the latest update will appear on the right-hand side of the page.

3) If just one file crashes, can you please try doing an 'Open & Repair' to your file? 

The 'Open & Repair' function is available in the 'Open' dialogue.

With Archicad open, either select 'Browse' from the Start window, or File ➔ Open ➔ Open from inside a project.

Check the 'Open & Repair Selected File' box in the 'Open file' window, then browse to and select your project file. Then click 'Open'.

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Archicad will then prompt you to 'Save as...', we recommend adding _repair or similar to the file name so it is easier to identify. Once you have given the file a unique name, click 'Save'.

Be aware that repairing a file can take some time, especially with very large projects.

4) If the above suggestions don't work​ can I ask you to send us the following: 

a) If the crashes affect only one project, please send the project file.

b) Your system specifications:

Windows:

i) Please open the Start menu and type 'dxdiag'

You should see the app appear with a blue circle with a yellow cross as the icon.

ii) Please open that application, accepting any prompts that appear.

In the bottom-right of the application window there will be a button labeled 'Save All Information'.

Clicking this will prompt you to save a .txt file, please save this to a location of your choice, and then send it to me as an email attachment.

macOS:

i) Please click the Apple icon in the top-left corner of the screen and select 'About this Mac'.

ii) Please take a screenshot of the 'Overview' dialog that appears.

iii) Click 'System Report'.

Then from the Menu Bar select File ➔ Save and save the .spx file to a location of your choice, then send it to me as an email attachment along with the screenshot.

c) Crash reports:

When the bug reporter appears after a crash, please choose to send the report to Graphisoft. Once the report has been sent it will show a Bug ID code; copy or screenshot this code and send it to us.

d) FastLogger files: 

i) Close all open instances of Archicad

ii) Delete the existing FastLogger Log Files:

Windows:

C:\Users\<USERNAME>\GRAPHISOFT\Archicad Log Folder\AC ##.0.0 *** v1\FastLogger\

Where ## is the Archicad version and *** is the localisation. 

macOS:

~/Library/Logs/Graphisoft/Archicad Log Folder/AC ##.0.0 *** v1/FastLogger/

Where ## is the Archicad version and *** is the localisation.

Note:

The ~/Library folder is hidden by default. To browse the ~/Library folder:

• In Finder choose Go ➔ Go To Folder... from the top menu bar.
• Type "~/Library"
• Click 'GO' to navigate to the Library folder

iii) Open Archicad and reproduce the problematic actions. Do this multiple times if possible.

iv) Close Archicad and send us any new files in the FastLogger folder.

e) Confirmation of which version of Archicad you are using.

This can be found by clicking the Help ➔ About Archicad®... menu.
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Next, please take a close look at the splash-screen that appears. In the top-left or bottom-left corner will be the update number, localisation code, and the operating mode. Please take note of the Archicad version and update number in particular.

Click the link below to send us the file(s):

• CI Support File Uploads

Our portal doesn't have a size limit, so you should be able to upload any file size.

Feel free to use Dropbox or another service instead if preferred.

Thank you for your help, please let me know if you need help collecting all this. Please provide your support ticket number in the message field when you upload the files, and let us know when the any files are uploaded along with the names of those files.