Support

Our Clients want support that is easy-to-use, convenient, and most importantly, on a level they can understand. When they have a problem, they want to get up and running with a minimum of fuss with support information provided in everyday language, not complex technical jargon. Our As-Built CD-ROM Technical Support offers support information services provided by support professionals who understand the specific needs of these computer users.

In order to address our clients’ most frequently asked questions we’ve organized our
support in Q&A format.
If you have any questions after reading through our F.A.Q.s, please let us know.
We want to hear from you! You can email us at help@goguenarch.com
Please click here to read an Overview and Key Features of our Support.

Technical Support Request Form

Drawing Viewers frequently asked questions

When I get passed the secure area login screen, All I see is
"if you see this text, you do not have a Java enabled browser"?
- This is one of three things: First, your browser is to old, you will need to
  be running Netscape 3.0 or higher, Internet Explorer 3.0 or higher.
  Second, your browser For Internet Explorer 3.x, on the Security tab, verify
  that the Enable Java Programs option is enabled. If the Enable Java Programs
  option is not enabled, click the check box to select it,
  For Internet Explorer 4.0 and 4.01, on the Security tab, verify that the Disable
  Java option is not enabled.
  NOTE: This option is available only with the Custom option. Java is not
  disabled if you have selected High, Medium, or Low security.
  If this doesn't help try Microsoft at this link: http://support.microsoft.com/support/kb/articles/Q168/8/06.ASP?LNG=ENG&SA=ALLKB&FR=0
  or http://www.microsoft.com/java/vm/dl_vm40.htm or http://www.microsoft.com/java/resource/vm.htm

The secure area log in screen is in disarray, the form field boxes are
all to one side and I don't see the password word?
- This is a problem with the some versions of the Netscape browser and our
  ASP (active server pages). We are looking in to this, for now everything will
  work fine, the top form field is for your Username and the bottom is for your
  Password.

Are there ever drawing viewer updates?
- Yes, and we will inform you via email, describing the newest features and whether is
  is a worth while update.
Nothing happens when I click to view the Drawing file?
- The Whip program did not get registered in your Windows registry,
  Restart your computer if you haven't done so, If that doesn't correct
  the problem, re-install the Whip program, and restart your computer
  even if it doesn't prompt you to.

The As-Built CD-ROM spins erratically and is slow to show the auto run menu?
- Unfortunately this could be a number of things and they are always hardware related.
  These are only suggestions, if your CD-ROM drive is a 2x or 4x speed, it can not read
  the directory structure of our CDs. Solution; upgrade your CD-ROM drive.
- You have older CD-ROM drivers. Solution; visit you CD-ROM manufactures web site
  and update you drivers.

Nothing happens after I insert the CD-ROM?
- Your Windows autorun feature is disabled. Follow the following steps to enable it.
  - Click Start, point to Settings, click Control Panel, and then double-click System.
    On the Device Manager tab, double-click the CD-ROM branch, and then double-click the
    CD-ROM driver entry. On the Settings tab, clear the Auto Insert Notification check box.
    Click OK or Close until you return to Control Panel. When you are prompted to restart
    your computer, click Yes.

Can I get more copies of my As-Built CD-ROM?
- Yes, with or without the accompanying binder, at a nominal fee.
When I print out the some drawings, there are drawing titles over parts of the drawing.
- This is a two fold problem:
  First, we've have used Windows True Type and or non standard Autocad fonts in our
  drawings that you do not have on your computer.
  Second, Whip and the Volo Viewer have acknowledged a issue with this problem, and
  will correct it in future updates.
- We have supplied our Windows and Autocad fonts on the CD-ROM in D:\fonts directory.
  The Windows fonts will have to be installed thru your fonts icon in the control panel.
  The Autocad font problem my be corrected by specifying the path, by right clicking, while
  in a drawing, hit options and under the general tab, look for "font paths" and browse to
  our Autocad font directory on the As-Build CD-ROM, D:\fonts\autocad, then click add.

Check back often, more are added regularly.