Troubleshooting Registration Issues


Reference Number: KB-01056
Last Modified: September 13, 2016

The information in this article applies to:

Home Designer Professional or Home Designer Architectural or Home Designer Suite or Home Designer Interiors or Home Designer Essentials


DESCRIPTION

I receive one of the following error messages when attempting to install, register, or activate my Home Designer software program:

  • Cannot connect to the Internet. Make sure you have a default Internet browser installed and that you are able to access the Internet through it.

  • Could not Register Online. Could not connect to the internet. Please contact your system administrator or internet service provider.

  • The primary registration server could not be contacted. Please check your firewall settings.  Would you like to try connecting to the secondary server?

  • Could not connect to the activation server. Please check your Internet connection and try again later. If the problem persists, please contact Chief Architect.

  • Home Designer needs to re-establish an Internet connection in order to verify security and check for new updates. You must connect this computer to the Internet and run Home Designer prior to DATE. If these operations are not performed, this program will terminate and this software may require re-registration.

RESOLUTION

Please use the following troubleshooting steps to resolve the issue.  Try each step in the order presented here. Be sure to follow the steps in the last section to restore your system after the install is complete.

Most registration problems are caused by other programs or services running in the background. Often these programs or services are factory installed and can affect even new computers.


STEP 1 - To verify internet connectivity

Launch a web browser and browse to: https://www.chiefarchitect.com/

  • If you can connect to the Chief Architect website using the default web browser for your Operating System, attempt to register the software again. 

  • If you cannot connect to the Chief Architect website using the default web browser, please check with your internet service provider to discuss your internet connectivity issue.

  • If you have a satellite internet service provider, and have received the warning regarding needing to re-establish an internet connection, then save your work and within the program select Help> Deactivate License.  Once deactivated, relaunch the software and reactivate it again on the same machine.  Anytime that you receive this warning again in the future when using a slower internet, follow the same procedure to deactivate and reactivate the license.

STEP 2 - To check your firewall settings

  • For the purposes of troubleshooting, check your firewall settings to ensure that it allows for access across Port 80.

  • Contact the manufacturer of your currently installed security software, spyware protection, firewall and other similar applications to determine how to configure them properly to allow the Home Designer application to contact the internet.

  • Once you have correctly configured your firewall to allow the software's Registration Assistant to contact the internet, double click on your Home Designer program icon to launch the Registration Assistant.
If you are able to successfully register the program, complete the registration process. 

If you are still unable to successfully register the program, continue on to the next step.


STEP 3 - To log in as the Administrator

  • After receiving the error message, reboot the computer and log in under the Administrator account. 

    If you have questions about this process, please stop now and consult with your network administrator.


  • Once you have logged in under the Administrator account, double click on your Home Designer program icon to launch the Registration Assistant.
If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration. 

If you are still unable to successfully register the program, continue on to the next step.


STEP 4 - To enter Safe Mode with Networking

If you are connected to the internet wirelessly, before proceeding, please plug a network cable into the computer directly.


There may be a process running in the background on your system which is stopping the information from the Registration Assistant to be sent out or returned correctly.  If this is the case, then you should be able to ensure that this process is disabled by rebooting your system in Safe Mode with Networking or Safe Boot for the Mac.

For instructions on this process, please see the following appropriate article for your particular operating system.

If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration. 

If you are still unable to successfully register the program, continue on to the next step. 


STEP 5 - To check the Router or Modem settings

  • It may be necessary to reboot the router or modem. 

  • If you are connected wirelessly, connect to the internet directly using a network cable.

  • Once you have connected the system to the internet, and rebooted the router or modem, double click on your Home Designer program icon to launch the Registration Assistant.
If you are able to successfully register the program, complete the registration process and then reboot the system back into the normal startup configuration. 

If you are still unable to successfully register the program, continue on to the next step.


STEP 6 - To try on an alternate system

If you have an alternate computer available that meets the minimum system requirements for running the software, attempt to install and run the software on a different system to test if it is a computer specific problem.


STEP 7 - To contact Technical Support

Contact Technical Support by submitting a ticket in the Online Support Center. Provide a detailed description of the issue and the steps that you have already taken in order to try to resolve it, and follow the instructions in the Related Articles section below to attach your Message Log and System Information files.