Software Support
Leading-edge software requires top-notch support, and we’re ready to help whenever you need it. The Help Desk Team has over 95 years of experience in the industry helping customers get the most out of the software. We have set up a number of platforms available to meet your support needs. Call (866) 237-2878, email us at helpdesk@alpineitw.com, get your On-line Sitekeys: www.itwbcgsitekeys.com or check out our Help Center. We are passionate about ensuring our customers get the help they need in a timely manner. How can we help you today?
Announcements
Resources
Software Authorization
- Site Keys: How do I authorize Alpine software?
- How to release a QLM key
- How to turn off QLM Licensing:
- How to turn on QLM Licensing:
- Error Message: Warning: Please contact ITWBCG to have your program re-authorized.
- Error Message: Invalid site key. Please check that the site key you entered is correct. (-2) Site Key Not Valid –Possible Mistype.
Install and Setup
- What files are needed for an Install?
- How to look up connection settings.
- What Files/Settings do I copy to setup my new PC?
- Where can I locate the software version I am running?
- How do I create a backup of my database?
- How do I backup individual inventory files?
Most Common Support Questions
- How to send 3D Layouts in iModel
- How do I add material to iSource?
- How do I add a new user to our database?
- Error Message: Current Job is packed.
- What files do I need to copy for Output Processor settings?
- Can I combine/merge multiple layouts into one layout?
Technical Issues
- Failure Summary Excessive Relative Deflection
- Structural gable webs overstressed due to bracing failure 999.0
- How to verify if the TCP/IP and Named Pipes are enabled
- VIEW has not detected any chord usage associated with the current lumber file.
- Error: Security initialization failed (-1) license tag not file not found
- Blank site code / site key
Tips & Tricks
- How to check the truss quantity.
- How do I add additional information to the truss label in the trusslist, like the Span or Truss Type?
- Use Enhanced Information Screen
- Changes made to loading will not hold:
- Calculate Dimensions
- What is a ZIP file?
How to handle design changes.
iCommand
- iCommand launching blank?
- Export Error: Compression Failed because it is being used by another process.
- Unable to acquire iSource inventories
- Error: Application Upgrade Required
- Attach Trusses from Engineering
- How do I save the order of trusses in the job item list?
Transmit
- Error: No job rows exported, job not sent.
- iTransmit-Error sequence contains no elements
- iTransmit Setup
- Transmitting using your Own Internet Service Provider (ISP)
- How to to manually send in drawings.
- Error Message: Outbox lock file
NanoCad Help
VisionREZ Help
- VisionREZ for Revit End of Support Announcement
- Unable to Frame walls
- The System Cannot Open the Device or File Specified Install issue
- Tool Palette Customization
- Override Pitch Causes my Ridge Line to Move
- Toggle the Ortho ON or OFF