Even though Paxar's great technical support team is here to help, we also like to empower our Vectorworks users to deal with minor issues should they arise. Sometimes this means being able to troubleshoot oddities that occur when using the application.
Below are the steps we recommend taking yourself, should you find yourself faced with an issue outside of our technical support hours or when you simply want to get better at troubleshooting software glitches.
Based on the understanding that you have already confirmed that:
a) Vectorworks is compatible with your operating system.
and
b) Your computer hardware meets or exceeds the Vectorworks system requirements.
1. Ensure your version of Vectorworks is up-to-date.
Vectorworks receives Service Pack updates during each version's lifespan. These Service Packs (aka "SP") typically clean up any of the rare bugs that occur in software development. If you encounter an oddity while using Vectorworks, please check to see if you need to update to the current Service Pack first, before doing any of the steps below. After updating, check your Vectorworks file again for the issue you were seeing. If the issue is still occurring...
2. Save your work and quit Vectorworks, then restart Vectorworks.
Vectorworks, like any powerful, versatile application, can do a lot - This means putting demands on your computer's hardware and operating system. Whenever you run into an oddity that you think shouldn't be occurring, the easiest first step is to simply save your work and restart Vectorworks. This gives the application and your computer's hardware and OS a chance to "reacquaint" themselves. If that doesn't solve the issue then...
3. Restart your computer.
Computers get "tired" (in a similar way to people) after being on and made to work a lot. Restarting your computer is like letting it get a night's sleep, plus it's a very easy troubleshooting step that you can do yourself. After restarting, run Vectorworks again and check to see if the issue you saw before is still occurring. If it is, then...
4. Try working in one of the stock, default Workspaces.
If you are using a customized workspace, try switching to one of the stock, default Workspaces that ships with Vectorworks and checking to see if the problem remains. If it does, then...
5. Reset your Vectorworks Preferences.
In Vectorworks Preferences, at the lower left corner is a "Reset" button. Resetting Vectorworks returns a number of settings back to their default state and it solves a large majority of issues that you could see. (More info and detailed instructions about resetting your preferences are here.) If, after resetting your Vectorworks Preferences the issue is still occurring...
6. Determine how many files are involved in the issue.
If you are experiencing an issue within your current Vectorworks file, open a brand new, blank file (not one based on your template file) and try to recreate the issue using the same objects that are displaying the issue in your other file. If you can recreate the issue, note the exact steps you performed to do this and let us know! You may have found a bug (either a Vectorworks bug or a bug with your particular combination of hardware, operating system and other installed software. Obviously it's impossible for Vectorworks Inc to test every possible combination of hardware, OS and installed software so get in touch with us and we'll see what we can do to assist.)
Now, if you can't recreate the issue in a new, blank file, then it's unlikely you've found a bug. This means that it's more likely that something is wrong with that one Vectorworks file or the way in which Vectorworks is being used.
7. If you are working on a file that is hosted on a server, try working locally instead.
Working across a network, with a file based on a server, introduces so many (possibly problematic technological) variables unrelated to Vectorworks. We highly recommend that you close the problematic file and try moving it from your server to your own computer and then checking for the issue again. If the problem is gone, then working from the server (which isn't advisable anyway) is the issue. Move this file, and any other Vectorworks files, to your own computer when you are working on them and then return them to the server when you are done. (If you are needing to collaborate with others in your office on a project, please use Project Sharing.)
8. Uninstall and reinstall Vectorworks
In some cases, it's a good idea to simply uninstall Vectorworks (using the uninstaller that is included in the Vectorworks application folder) and the reinstall it fresh from a new download of the installer. We can provide some guidance here:
- Before beginning, make sure you have your Vectorworks serial number handy and you have downloaded the Vectorworks installer (either from your Vectorworks Service Select portal, which will be the current version, or from your original launch email. NOTE: If using an original launch email link, you MUST update this version of Vectorworks prior to actually using it again for your work. See step 1 at the top of this article.)
- If you have created your own content & resources and saved them to you User folder, please back up this material before uninstalling.
- When uninstalling, choose to remove your "User data". This makes for a more complete uninstall.
- Reinstall Vectorworks and run it. When you are asked if you would like to migrate, reply No.
- Now check for the issue you were seeing previously.
If none of the above measures solves the issue (or identifies a possible bug), then it's time to move on to examining the exact file that is exhibiting the issue...
9. If you are working very far from Origin, correct this.
Please don't draw objects very far from Origin. This article explains why and this article explains how to fix thing if you are drawing very far from origin.
10. Inspect your file for any problematic objects.
This may sound like a bit of a "needle in a haystack" scenario, but since you built the haystack, and you're not actually dealing with hay, it's easier than it sounds.
First, make a copy of the file that is exhibiting the issue. Then open that copy and delete the object that is giving you the issue. If you delete an object and the issue disappears, then you found the source of the problem. Recreate the object and check again for the issue. If the issue persists even after recreating the objects, then please get in touch with us, providing us with a detailed description of the issue AND a link to download the file and we will take a look at it when we are next available.
If you examine the file and are not able to determine what the issue is (and please don't exhaust yourself trying), just get in touch with us with details of the issue and a link to the file and we'll assist.
11. Make sure you are using Vectorworks as it has been designed and built to be used.
Vectorworks is a very powerful, versatile and flexible application, and it will let you do amazing things in 2D, 3D or a combination of the two. It is up to you to ensure that you are using Vectorworks as it was designed to be used. Using Vectorworks in ways that it was not designed and built to be used may produce unexpected results.
If you need to brush up on your Vectorworks skills, two of the many great resources are Vectorworks Help and the Guides here.
If none of the above steps help, then please do get in touch with us, describing the issue in detail and providing a link for us to download the problematic file.