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Plan3D: Support and Help Desk
 

Support

Help Desk


Whether you're an old hand with plan3D or a first-time user, we're here to help.


Signature/Corrupt Error In Internet Explorer Stops Download/Install?!?

A few days ago Internet Explorer started giving this error. Click here for solution...


The Most Common Problem We See


More than half the tech support problems we get are caused by an out-of-date Video "Driver."
(A video driver is free software you download.)

COMMON SYMPTOMS: Slow Jerky Responses, Crashing, Freezing, Not Responding Error, Stopped or Frozen Installation, Missing Menus, and Files Failing to Open.

How to Update the Video Card Driver

Contact Support

Send questions to support@plan3D.com

Online Reference Manual

Online ManualThe Online Manual is available in plan3D's Help Menu, or click here.

Problems opening Manual in Windows 8?
Use Chrome or FireFox if Internet Explorer gives you trouble.

Frequently Asked Questions

New User Issues
How to Install
Login or Download problems
Installation Error or Installation Freezes
Menus or Toolbar Missing

General Use Problems
Errors or Malfunctions
Stops Responding or Runs Slow
Drag-and-Drop Not Working
Update Video Card Driver
How to Improve 3D Performance and Editing Speed

How To Share Your Projects
Share Plans Using the Free Viewer

Want Us to Convert Your Floor Plans to 3D For You?

Learn more...

 

Frequently Asked Questions Section


Log In and Download Problems


Q. HOW DO I DOWNLOAD AND INSTALL PLAN3D?

A. Click here for download and installation instructions. Current members need not pay again.



Q. CORRUPT OR INVALID ERROR MESSAGE STOPS DOWNLOAD and INSTALL?!??

A. We noticed a couple days ago that the newest version of Internet Explorer 10 starting giving this error. Our download file is signed and not corrupted. We're not sure yet why IE started giving this error. We have contacted Microsoft about this but have not received a reply.

EASIEST FIX: Did you know it's free to download Firefox, Chrome, Opera, or Safari to download Plan3D instead? They all download plan3D without a problem - especially FireFox.

INTERNET EXPLORER FIX: In Internet Explorer go to the Tools menu and choose Internet Options/ Advanced/ then find and change the following:

1.) UNCHECK the box next to:
     Check for signatures on downloaded programs

     and scroll down a couple of lines and...

2.) PUT A CHECK in the box next to:
     Allow software to run and install if signature is invalid


NOTE: It is really easier to download and install Firefox, Chrome, Safari, or Opera if you have problems with download/install.


Q. MEMBER LOG IN AT WWW.PLAN3D.COM FAILS

A. Several possible fixes:

1. You're not connected to Internet. Double-check connection.

2. Make sure cookies are enabled.

3. If, after you click the log in button, the screen refreshes but nothing happens then security settings in Internet Explorer are blocking log in. Set plan3D as a Trusted Site inside Internet Explorer:

     1. In Internet Explorer go to Tools menu >Internet Options...
     2. Click Security tab
     3. Click Green Circle that says Trusted Sites
     4. Click "Sites" button
     5. Uncheck the checkbox at the bottom (important)
     6. Add WWW.PLAN3D.COM to the Zone
     7. Click the Add button

4. Check the plan3D confirmation email we sent you which contains the email and password you signed up with. Email us if you forgot it.



Q. DOWNLOAD IS TAKING MORE THAN 10 MINUTES

A. Download normally takes 1 to 3 minutes. Here's reasons it might freeze up:

  1. Download will halt if you don't confirm it: Internet Explorer asks you to confirm the download with a yellowish box at the top or bottom of the download page that says: "Click Here."  Click there and choose “Allow Download” to allow the download to finish - otherwise.
  1. Download will fail if “Disable Download” is set in Internet Explorer:  Go to Tools menu>Choose Internet Options>Click on the Security Tab>Click on Custom Settings>Scroll down and "Enable" Downloads.




Q. DOWNLOAD GIVES A STOPPED RESPONDING ERROR

A. Restart your computer and try again.

 

 


Frequently Asked Questions Section


Installation Problems

 



Q. HOW DO I INSTALL PLAN3D?


A. Go to www.plan3D.com, log in as a member, and follow the instructions or video.


Q. INSTALLATION GIVES ERROR, FREEZES, or STOPS RESPONDING.

A. When plan3D is being installed it queries your video card so it can adjust settings for your system. Any out-of-date video driver can cause the system to freeze or malfunction in some other way which stops installation. Here's how to fix the problem:

1. Update Your Video Card Driver...

2. Restart your computer.

3. Reinstall plan3D.

NOTE: Get an “Installation in Progress Error" when you try to re-install plan3D? This means your installer did not close properly.  Here's how to fix that:

a. Right-click on the menu bar and choose Task Manager.
b. Click on the processes or application tab at the top.
c. Search for installer or plan3D.msi and click on it.
d. Click the End Task button.
e. Install plan3D


Q. SAYS I NEED TO UPDATE THE VIDEO CARD DRIVER

A. Follow the instructions here for Updating Your Video Card Driver...


Q. RUNNING INSTALLER SAYS "CAN'T FIND APPLICATION"

A. Macintosh users need to install plan3D in native Windows using Parallels or equivalent as noted in the System Requirements.


Q. RUNNING INSTALLER ALWAYS SAYS "REPAIR OR REMOVE"

iconA. This means you've already installed plan3D and you are running the installer again (the icon on the right). The installer only knows how to install, repair, or remove an installation. Since you've already installed it, it can
only repair or remove plan3D.

Put the plan3D installer icon in the recycle-bin - and run plan3D using the "Orange icon" on your desktop.


Q. CAN'T FIND ORANGE ICON ON DESKTOP AFTER INSTALLING

A: Go to the Start menu, and search for plan3D.exe. Put it's shortcut on the desktop.


Q. PROBLEM WITH THE INSTALLER PACKAGE - CORRUPTED ERROR

A: It's not uncommon for files to get corrupted during download. This occurs when security software interferes with the download or you break out of the installation before it is completed - corrupting the partially downloaded file. How to fix:

  1. Drag the corrupted file into the recycle bin.
  2. Update your anti-virus program and do a scan.
  3. Download a new copy of plan3D using Member Login at www.plan3D.com

    Note: To avoid further corruption issues when downloading, consider temporarily disabling your anti-virus or security software before downloading again. Be sure to re-enable it after you download.
  4. Before installing plan3D consider updating your Video Card Driver...
  5. Reinstall plan3D. If you get an “Installation in Progress Error" when you try to install plan3D - your installer did not close properly.  Here's how to fix that:

    a. Right-click on the menu bar and choose Task Manager.
    b. Click on the processes or application tab at the top.
    c. Search for installer or plan3D.msi and click on it.
    d. Click the End Task button.
    e. Install plan3D

OTHER NOTE: Technical Support from Microsoft offers these solutions: If the problem is persistant it could indicate a problem with the Windows Installer software you are running. Click here for suggestions on how to fix that from Microsoft.

 
Frequently Asked Questions Section

Plan3D is Malfunctioning

 


Q. WHEN I INSTALL, OPEN, OR USE PLAN3D - IT RUNS SLOWLY, OR FREEZES, OR STOPS-RESPONDING, OR SHOWS A BLANK/COLORED SCREEN, OR HAS NO MENUS OR TOOLBAR.

A. An out-of-date video card driver is almost always the cause and is by far the most common problem we see. To fix these problems update your Video Card Driver.

WHY DO YOU NEED TO UPDATE THE DRIVER? When Windows does automatic updates it sometimes "breaks" the openGL 3D section of the video card driver. We're not sure but we think it has to do with security updates or changes to the graphics in Windows. Automatic updates that break the driver seem to occur a couple times a year. Unfortunately Windows does not update the video card driver so you have to do it.

WHAT IF WINDOWS SAYS DRIVER IS UP TO DATE? Windows doesn't check the openGL part of the video card driver - update it anyway to be sure.

WHAT IF I HAVE A NEW COMPUTER? Actually, new computers from the factory very often have out of date video card drivers. We see this a lot.

Still Run Slow or Stop Responding After Video Driver Update?
  1. ONLY SLOW WITH BIG PROJECT? How to fix...
  2. ONLY SLOW SOMETIMES? Does plan3D get slow when you do a virus scan, disk-defragmentation, or when you run other programs? Close those programs when using plan3D.
  3. HAVE A LAPTOP? Laptop power settings MUST to be set it to High Performance - NOT Battery Conservation. Otherwise, your laptop will run so slow you'll get not responding errors because your system is running at 1/2 or less speed.

    Set Laptop for High-Performance:

a. Open Start menu>Control Panel

b. Open "Performance Information and Tools"
(or "Maintainance" if you have XP)

c. On left click "ADJUST POWER SETTINGS"

d. Click button next to "HIGH PERFORMANCE" or set the performance to maximum and power savings to nothing.


Q. PLAN3D IS RUNNING VERY, VERY SLOWLY!

A. In most cases just update your video card Driver to fix the problem. However, there are several other things can affect 3D performance:

  1. SLOW ONLY WITH A PROJECT? How to fix...
  2. SLOW WHEN RUNNING BACKGROUND TASKS? Do you notice things get slow when you do a virus scan, disk degragmentation, or run other programs in the background? Close those programs when using plan3D.
  3. SLOW WITH YOUR LAPTOP? Laptop power settings MUST to be set it to High Performance - not Battery Conservation. Otherwise, your laptop will run so slow you'll get not responding errors because your system is running at 1/2 or less speed.

    Set laptop to run fast:

a. Open Start menu>Control Panel

b. Open "Performance Information and Tools"
(or "Maintainance" if you have XP)

c. On left click "ADJUST POWER SETTINGS"

d. Click button next to "HIGH PERFORMANCE" or set the performance to maximum and power savings to nothing.



Q. DRAG-AND-DROP IS NOT WORKING

A. The plan3D directory is a web page which uses Internet Explorer's settings through Windows. Here are solutions:

NOTE: If you're in a hurry, open this directory web page so you can drag-and-drop from it into plan3D - at least until you fix the problem.

  1. Make Sure Drag-and-Drop Is Enabled. In Internet Explorer go to the Tools Menu->Internet Options->Security->Custom Level.

    Scroll down until you see the option for "Drag and Drop or Copy and Paste files" and set button to Enable:

  2. Only having trouble with windows, doors, cabinets, & sinks? - This indicates the window, door, wall cabinet, or countertop you're dragging to is too large to for fit on the wall, countertop, etc.

    NOTE: Linked wall "ends" will not accept objects over them.

    Solution A: 1.) Enlarge the wall or countertop first. Then 2.) drag the object onto it 3.) resize it 4.) then shrink wall or countertop as necessary.

    Solution B: If the grid is set to the 2nd floor and you're trying to drag stuff to walls on the first floor you may have trouble. Check that the Work Grid is set to the floor/level you're trying to drag objects to.
  3. Known Drag-and-Drop Bugs from Microsoft

    Solution A: If the Internet Explorer Temporary Files Folder (the cache) is full, drag-and-drop will stop working. To fix the problem, delete files in cache:

           1. Go to Internet Explorer
           2. In IE>Tools Menu> Internet Options>Delete tempory files
           3. Go to the "Security" tab and "Reset all zones to default level"
           4. Restart.
           5. Set Cache size to 100mb+ to avoid future problems.

    Solution B: Windows settings can disable drag-and-drop. If you see this circle/slash icon when you click-and-drag, here's a solution...
  4. Strangely, opening a browser sometimes fixes drag-and-drop.

           Step 1.) Close plan3D
           Step 2.) Open any browser
           Step 3.) Reopen plan3D and use drag-and-drop.


Q. I CAN'T SAVE BECAUSE IT'S IN FREE TRIAL MODE!

A: You cannot save your work when you open plan3D in Free Trial Mode (indicated by watermark shown below ). To log in as a paid member, close plan3D, login with your email and password and click the LOGIN button with the mouse (don't press enter or click the free trial button)





Q. NO MATTER WHAT I DO IT OPENS IN FREE TRIAL MODE!

A: If You Don’t Get a Chance to Login When You Open Plan3D it means you checked "Don't Ask Again" and then clicked the Free Trial button or pressed enter. This "locks" plan3D into opening in free trial mode every time.

To show the login window again:

1. Go to the START menu.

2. Enter "RUN"

3. Enter "REGEDIT"

4. Make a backup of the Registry now. Go to the File menu in Regedit, choose EXPORT, and save a copy of the registry to your desktop.

Note: On the off-chance you damage the registry in the next line, you can restore the registry to its original condition by going to the File menu in regedit and IMPORT the registry you saved.

5. Find the PLAN3D Registry in the following directory:
   SOFTWARE> HKEY_CURRENT_USER under SOFTWARE

6. Right-click on the plan3D registry entry and choose DELETE. Deleting it doesn't bother plan3D. If it doesn't see it, it will recreate it when when it next opens.

7. Close the REGEDIT program.

8. Now when you open plan3D the login Windows will allow you to enter your email and password.



Q. CAN'T FIND ORANGE ICON ON DESKTOP AFTER INSTALLING

A: Go to the Start menu, and search for plan3D.exe. (It's in the C:Program Files folder/Plan3D/Floorplanner folder.) Put a shortcut to plan3D on your desktop.



Q. IT SAYS "CANNOT CONNECT TO THE INTERNET"

A: This usually means one of the following (usually #1.)

  1. If your firewall is set to automatically block Internet access, OR if your firewall asked you if it should allow plan3D to access the Internet and you said "No" -- then your firewall is blocking plan3D from connecting. Go into your firewall program and set it to not block plan3D. For example, click here for how to fix Windows Firewall (scroll down to "Add a Firewall Exception")

    If you are using another firewall software, go to the manufacturer's website for instructions on how to unblock plan3D. Email us with the name and version number of your firewall software if you need help with this.

  2. You may have a Proxy Server at Work stopping the connection: If you're behind a proxy server (at work usually) you'll need to find out which port is allowed and enter that in the "Advanced" button when you open plan3D. You can usually get this from your company's computer person/administrator. Plan3D uses the same port as Internet Explorer is using with your Proxy.
     
    Occasionally, especially if you've connected before, you may just need to click "cancel" and login. This happens if your internet connection was problematic when you first opened plan3D.

  3. AOL and Modem users - You may need to establish a Connection First: Sometimes you need to establish an internet connection by opening your browser first - even with some broadband systems.  If you're using AOL or a dial-up connection it means you probably need to connect to the internet before you use plan3D. With AOL you'll need to open your browser and get the AOL connection. With dial up modems you'll need to connect first using your usual steps.

 

 

Frequently Asked Questions Section

 

How Can I Share Plans and 3D Views?

 


There are many ways you can share your 3D plans with others. Generally it's best to send non-technical users a photo type image of your plans. If they're a little more sophisticated you can send them your plan3D project file and a link to our free viewer so they can walk through the plan, look over dimensions in blueprint view, and even print views. The only thing they can't do is save changes.

Q. HOW DO I SEND SOMEONE A FILE?

A: Plan3D saves files to your hard like other programs. In your email program find the "Attach File button" and specify the file you want to attach to the email.

HOW TO FIND FILES: Enter the file name into the search line at the bottom of the Start menu. It will show you the files that match in a window. To find ALL plan3D files, enter .3dp into the search line.

Q. HOW DO I SEND SOMEONE MY PROJECT FILE "AND"THE FREE VIEWER?

A: In an email to that person do this:

  1. Paste this in email: http://www.plan3d.com/pages/FREEInstallInstrucs.aspx
    Tell them to click the link and follow the instructions to install the free viewer.
  2. Attach your plan3D file to your email. After they install the free viewer they can open your project file and view and edit it in the free viewer. Actually, the only thing they can't do is save any changes they make to it.

CAUTION: Do not give out your password as our server disables passwords used on more than two computers.

Q. CAN I TAKE SNAPSHOTS OF DIFFERENT VIEWS?

A: Yes. Export any plan3D view as a photo file using File menu>Export Photo File... Attach or embed the photo in email, Powerpoint presentations, etc. Convert the BMP photo to JPG, GIF and other formats using your favorite paint program.

Q. CAN I MAKE MOVIES OF PLAN WALK-THROUGHS?

A: Yes. There are a number screen recording programs out there that create Flash, YouTube, and other videos like you see on our website. Some are free.

Q. CAN I PUT PLAN3D MOVIES AND PICTURES IN PRESENTATIONS?

A: Yes. Using the suggestions above for exporting movies and photos, you can embed those in your PowerPoint presentations, Word files, Movies, etc.

Q. CAN I PUT PLAN3D ON MY WEB SITE?

A: Not directly. You can embed screen shots and movies in your web pages. And your site visitors can view your plan3D project files if you direct them to the Free Viewer.



Q. HELP! I DELETED THE ORANGE PLAN3D ICON OFF THE DESKTOP!

A: Not to worry - you didn't lose plan3D or your project files. The orange icon is just a shortcut to the actual plan3D.exe file which is located here:

C:/Program Files/Plan3D/Floorplanner/plan3D.exe
Or use "Search" in the Start menu to look for: plan3D.exe

To recreate a shortcut on your desktop right-click on plan3d.exe file and drag it to your desktop - and be sure to choose "Create Shortcut" - NOT Move here or something else.

 

 

 

 


       
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