Troubleshooting Library Download Issues

Reference Number: KB-02772
Last Modified: January 8, 2020

The information in this article applies to:

Chief Architect Premier or Chief Architect Interiors

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


I am having trouble downloading the Core Catalogs, where one of the following warnings display: 

"Part of the catalog download/update has timed out. Please check your network connection and security settings. If connecting via wireless, try plugging directly into modem/router and then downloading again. Would you like to try downloading again?

"Security software or a firewall is blocking the program from accessing the catalog download server. Please re-configure and try downloading the catalog again."

"The catalog download/update completed with one or more errors. Would you like to try downloading again?"

How can I solve the problem?


If you encounter one of these messages, one of these is likely to be the cause:

  • You may not be connected to the internet or the connection is intermittent.

  • A third party application running on the computer may be blocking the download.

  • Your network may have permissions for a firewall or proxy server which is blocking the download. If this is the case, you may need to whitelist our site domains. For more information on this, please see our webpage: Chief Architect Access Endpoints.

  • On a Mac, App Nap may be preventing the download from continuing when you switch to another program.

    App Nap can be disabled by opening the Applications folder in Finder, selecting your Home Designer or Chief Architect product, and selecting File> Get Info from the menu. Under General, put a checkmark in the box that says prevent App Nap.

If you have verified that your internet connectivity, third party applications, and network settings are all sufficient, but are still having trouble downloading the Core Catalogs, please contact Chief Architect Technical Support using the Online Support Center and attach the library error log file to continue troubleshooting.

Alternately, you can manually download and install the Core Catalog files for your specific product, or install them from the program's backup media if purchased.

To download and manually install the core catalogs

For instructions on how to download and install the core catalogs manually, please follow the link below for your product version:

If you have physical backup media such as a DVD disk or a USB Flash drive, you can also install the core catalogs directly from the media. Please see KB-01195: Installing Library Content from Physical Media for more details.

If you'd like to purchase physical backup media, please contact our Customer Service team directly.

To send the error information to Technical Support

  1. Exit out of the Chief Architect or Home Designer program completely.

  2. Open Windows Explorer or Finder, navigate to the Documents directory, and open the software's Data folder. An example would be:

    Chief Architect Premier X12 Data

  3. Inside of your program's Data folder, open the Database Libraries folder and locate the errors.log file. 

  4. Compress the errors.log file. 

    • In Windows, right-click on the errors.log file and select Send To> Compressed (zipped) folder 

    • On a Mac, select the errors.log file, and from the menu, select File> Compress "errors.log"

  5. Attach the newly created file to a new support case in the Online Support Center.