Troubleshooting Activation Issues

QUESTION

I receive one of the following error messages when I attempt to activate the license for my Chief Architect software:   

• "#272030035 - 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."
  
  
• "#272032396 - Could not Register Online."
  
  
• "#272032328 - The primary registration server could not be contacted. Please check your internet connection and firewall settings. Would you like to try connecting to the secondary server?"
  
  
• "#272032304 - Chief Architect 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 Chief Architect prior to "DATE". If these operations are not performed, this program will terminate and this software may require re-registration."
  
  
• "#272032310 - (Online) Authentication could not be verified. Please contact Chief Architect Technical Support."
  
  
• "#272032309 - Online Authentication is required to run this program."

ANSWER

Please use the following troubleshooting steps to resolve the activation issue you're experiencing. Try each step in the order presented here.

Reboot the system

Verify internet connectivity

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

If you can connect to one of the websites above on the problem system, attempt to activate your license again. If the activation does not complete successfully, then continue to the next section.

If you're unable to connect to one of the websites above, please contact your Internet Service Provider (ISP) for further assistance.

Private Wi-Fi address (Macs only)*

*Applies to macOS Sequoia (15) and newer.

On Mac computers, a feature called Private Wi-Fi address may cause issues with activation or authentication if you're connected to a network wirelessly.

If you suspect this to be the cause, and you are using Chief Architect X16, Home Designer 2025, or a newer version, this issue can be resolved by downloading the latest update available for your program: 

1. Close Chief Architect/Home Designer, if it's open.
   
   
   
2. Access the Digital Locker area of your Chief Architect Account.
   
   
   
3. Click on the MAKE AVAILABLE button below your Product Key, then click OK to deactivate the license from the active machine. If this option is not available or you see "Ready to Use" next to your Product Key, continue to the next step.
   
   
   
4. Download the latest update to your program by clicking the DOWNLOAD link. Choose the Mac option, then proceed with downloading and installing the latest update. 
    

If you are using Chief Architect X15, Home Designer 2024, or a prior version, and your Mac has macOS Sequoia (15) or newer installed, you will need to turn off this network feature to activate and use the software. Please see the following link for more information:

• Troubleshooting License Authentication Issues Associated with macOS Sequoia (15)

If you're on a Windows computer or you're still unable to activate your license, then continue to the next section.

Check firewall and other security software settings

Check your firewall settings to ensure that it allows for access across Ports 80 (HTTP) and 443 (HTTPS).

Add an exception to allow connections to *.chiefarchitect.com and *.amazonaws.com

For a complete list of endpoints, please see the following link:

• Chief Architect Access Endpoints
  

Contact the manufacturer of your currently installed security software, malware/spyware protection, and other similar applications, to determine how to configure them properly to allow the Chief Architect program to contact the internet.

Once you have correctly configured your firewall and other security software, attempt to activate your license.

If you're still unable to successfully activate the license, continue on to the next section.

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 or a local computer technician.

Once you have logged in under the Administrator, open the Chief Architect program and attempt to activate your license.

If you're still unable to successfully activate the license, continue on to the next section.

Router or Modem

It may be necessary to reboot the router or modem.

If you are connected via a wireless connection, connect to the internet directly using an Ethernet cable.

Once you have connected the system to the internet, and rebooted the router or modem, open your Chief Architect program and attempt to activate your license.

If you are still unable to successfully activate the license, please contact our Technical Support team and include all of the information requested below.

ADVANCED TROUBLESHOOTING

1. If you are receiving an error or warning, attach a screenshot image of the message.
   
   See Knowledge Base article: Creating a Screenshot.
   
   
   
2. Locate and save the program's Message Log.
   
   See Knowledge Base article: Locating the Message Log.
   
   
   
3. Export or save your System Information.
   
   See Knowledge Base article: Retrieving System Information to Send to Technical Support.
   
   
   
4. Sign in to the Technical Support Center and create a new support case to send to Technical Support.
   
   See Knowledge Base article: Using the Technical Support Center.
   
   
   
5. Give the case a short but descriptive title.
   
   In the text of the case, include the results of the troubleshooting you've already completed based on this article, including the computers default web browser, firewall software on the system, if you are connected from behind a proxy server, signed in to the computer as an administrator, what the results of Safe Mode were, and if you were able to connect via a wired connection.
   
   Click the Browse button, attach the files above to your case, then Submit it.
   
   

   Note: Some of the requested information may identify you, as well as specific information about your computer, but it will also help us determine the source of the problem. Please be assured that any files submitted to Chief Architect Technical Support will be used for troubleshooting purposes only.