Our customer support team specializes in problem-solving, but there are cases where our team may not be able to assist. The purpose of this article is to clarify when these cases may occur.
There are two types of issues that can occur with the Blocks plugin:
Type 1:
An issue that affects all of our users or a large group of users.
This type of issue is rare, but when it does occur, our programming team quickly identifies and resolves it.
Type 2:
An issue that affects less than 1% of our users.
It is with this type of issue that our customer support team takes action, and they almost always manage to assist this small fraction of users who may encounter an issue, and it is promptly resolved.
But what's the basic difference between type 1 and type 2?
The main difference is that type 1 is an issue that typically arises on Blocks' servers or in the plugin's code; it's a problem that occurs on 'our side,' so we have 100% control over it and can quickly identify and resolve it.
On the other hand, type 2 is an issue that almost always occurs on the 'client side,' meaning that considering that more than 99% of our users can use the plugin without issues, those who can't often face a problem on their own computers. This is the type of problem we can't always help resolve.
How does the Blocks team handle type 2 cases?
Our team has well-defined processes to address the majority of type 2 issues, and through conversations with our customers, they can diagnose and assist in resolving the problem quickly in most cases.
When the Blocks team can't assist in resolving an issue?
There are problems that are exclusively related to the user's computer, and there's nothing we can do to resolve them. Here are some examples:
Corporate computers with restrictions on Windows or internet access imposed by the company;
Personal computers with user restrictions that hinder the plugin's proper functioning;
Users who use Revit without an internet connection due to firewall configurations and have no desire to change this, which consequently also blocks access to the Blocks plugin.
Most of these problems are related to restrictions configured on the computer where the user is trying to use the plugin, whether it's in the firewall, Windows, or due to antivirus software that may be preventing the plugin from functioning correctly.
In cases where our team can't assist, the user should seek a trustworthy computer technician to help resolve the issue.
The solution to these problems typically involves formatting the computer and correctly installing Windows with administrator permissions.