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When We Can't Solve a Problem
When We Can't Solve a Problem

There are cases where our support team can't help you solve a problem, and in this article, we explain why this happens.

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Written by Blocks
Updated this week

Our support team is specialized in solving issues, but there are cases where we can't assist. This article explains when and why this occurs.

There are two types of problems with the Blocks plugin:

Type 1: Problem Affecting All or Many Users

These problems are rare. When they occur, our programming team identifies and resolves them quickly.

Type 2: Problem Affecting Less Than 1% of Users

Our customer support team handles these cases. Most of the time, they can help quickly.

Difference Between Type 1 and Type 2:

Type 1: Systemic failures related to server infrastructure or the plugin's source code implementations. These issues, when they arise, are diagnosed through continuous monitoring and resolved with high priority due to our ability to directly intervene and control internal system components.

Type 2: Anomalies that emerge in the end user's environment, affecting a minority of our user base. These problems often stem from specific operating system configurations, conflicts with third-party software, or local security policies. While our team provides detailed and procedural support, the resolution may require actions beyond our direct reach.

How the Blocks Team Handles Type 2 Cases:

We have defined processes to solve most Type 2 problems. Diagnosing and helping to resolve these issues is usually quick.

When the Blocks Team Can't Help:

  • Corporate computers with restrictions on Windows or internet access.

  • Personal computers with restricted users.

  • Users using Revit without an internet connection due to firewall blocks and unwilling to change this.

These problems typically involve restrictions configured on the user's computer, such as firewall settings, Windows configurations, or antivirus software that prevent the plugin from working correctly.

In these cases, the user should seek help from a trusted IT technician to resolve the issue. The solution usually involves reformatting the computer and properly installing Windows with administrator permissions.

If you have any questions, contact our support via chat on our website:

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