Technical Support

New Zealand Technical Support

Frustrated-Computer-User

Vectorworks Technical support

This is provided free, by email, for 12 months from purchase or upgrade in New Zealand by Megabits. This means that if you are having trouble getting Vectorworks to run properly in your computer, contact us by filling in the Technical Service Request form. If it is simple, we may be able to help by phone or email, but most times it is difficult to answer a question or guess at likely causes without knowing the computer hardware, operating system and version number, etc. The problem can sometimes be an outdated video card or printer driver for example or a new operating system.

Please make sure you have the latest version of Vectorworks installed, e.g. if VW2012 – SP5

You’ll find your updates here.

Fast answers to common problems are available at:
http://kbase.vectorworks.net/categories/Technical

or search the general knowledgebase at: http://kbase.vectorworks.net/

If you don’t find the information in any of the above locations, we need you to complete and send the form under Technical Support Request Form, ensuring you have a brief description of the problem that includes specific details about what actions were taken prior to the problem’s occurrence. The more information you can provide on your support request, the easier it will be to solve your problem quickly.

If you have a file that clearly shows the problem, please DO NOT send files larger than 1 Mb by email without checking with us first. This is because we’re sometimes using mobile phones to access the internet and there isn’t sufficient space to download these files.

Send example files FREE via: www.mailbigfile.com, yousendit.com or Dropbox

Remember to include:

  • Vectorworks version number
  • Vectorworks registration number
  • Operating system and version
  • Type of computer being used
  • Amount of RAM installed in the computer
  • List of any recent changes to the computer’s setup (such as new fonts, software, or hardware)

Troubleshooting a problem prior to submitting help from Technical Support will also aid in a speedy resolution. Basic troubleshooting tips include:

  • Test to see if the problem occurs in a new, blank file
  • Test to see if the problem occurs system wide (especially print and font problems)
  • Copy and paste part of the document to a new file to see if the problem persists
  • Run the computer in Safe Mode (Windows) to see if there is a system conflict
  • Check the Vectorworks Knowledgebase to see if the problem has already been discussed

If all of the above resources do not solve your problem, please contact us using our technical support contact form.

Computer Hardware Support available throughout New Zealand

Increasingly we’re finding that while an issue may present itself in the software you’re using, the hardware really needs to be sorted out first.

Please ensure you have the current operating system for your computer with the latest service packs installed. You need to “check for updates” within your operating system.

For PC Users, please ensure your computer has the latest video card drivers installed. These are not automatically updated with your operating system. They need to be done seperately.

If you can’t locate a driver for your video card, use this link to download generic drivers.

Once that is installed, reboot the machine then retry Vectorworks again. If it is still responding slowly or crashing, some of these steps may help.

If you need hardware technicians to help you with your Windows or Macintosh computer, we have New Zealand wide support available from Acronym.

You’ll get a reduced charge rate as a Vectorworks or Megabits software user.

Auckland users call: 09 520 1639

If calling from outside Auckland: 0508 Acronym or 0508 2276696