Technical Support - CADWorx - Administration & Configuration

For the latest information on CADWorx Internet Publisher, visit Hexagon PPM.

For current on-line support information, including knowledge base, technical tips, and downloads, visit Intergraph Smart Support.

You can contact Hexagon PPM Technical Support or Sales:

CADWorx & Analysis Solutions Dealer Support (http://www.coade.com/Support/Dealers.shtml) or CADWorx & Analysis Solutions General Support (http://support.intergraph.com/Default.asp)
Sales E-mail: sales.cas.ppm@hexagon.com

In order to provide technical support, Hexagon PPM needs to know what version of CADWorx, AutoCAD or BricsCAD, and what Windows you are using. To determine this information, follow the steps outlined for the product you are using:

CADWorx Product	Steps
Plant, P&ID, or Structure	Run the CADWORXABOUT command. A dialog box opens and displays the version information. Close the dialog box to send the required information to the CAD command line. Copy the information from the command line, and email it to Hexagon PPM.
Equipment	Run the EQUIPABOUT command. A dialog box opens and displays the version information. Close the dialog box to send the required information to the CAD command line. Copy the information from the command line, and email it to Hexagon PPM.
Internet Publisher	Version information is displayed at the CAD command line when you start the software.

In addition to the information above, the table below lists the additional files that are usually required to assist Hexagon PPM in resolving your technical issues:

CADWorx Product	Additional Files Required by Hexagon PPM Support
CADWorx Plant (Piping, HVAC)	Email the CAD model drawing (DWG) files. If the model consists of several line numbers, indicate in the email which line numbers you are having issues with. If the model consists of many drawing files with dependent reference drawings (XREFs), use the CAD platform ETRANSMIT command to create a ZIP file of all the drawings used in the master model. Configuration File (CFG). Project File(.prj), Catalog File(.cat), and Pipe Support Library Files (.psl).
CADWorx Plant (component data file creation)	Email information about the part's dimension from the manufacturer's catalog.
CADWorx Isogen	Email the CAD model drawing (DWG) files, any isometrics generated by Isogen, and the Isogen style files. If the model consists of several line numbers, indicate in the email which line numbers you are having issues with. Model (DWG) Created Isometrics A backup of the Isogen Style Extraction Logs
CADWorx Equipment	Email the CAD model drawing (DWG) files.
CADWorx Equipment to PV Elite interface	Email the CAD model drawing (DWG) file and PV Elite input file (*.pvdb).
CADWorx P&ID or CADWorx IP	Email the complete P&ID project, which includes Project.CFG, Database.TBL, Map.TBL, and all the DWG, and MDB files. Usually, all of these files are located in one folder. If the project has many P&ID drawing files, indicate which P&ID drawings and components you are having issues with. If you are experiencing database errors, include the file [Product Folder]\P&ID\System\Sql_Error_Log.TXT. If you are emailing MDB files, use a compression utility such as WinZIP. Most email servers have restrictions on transmitting MDB attachments.
CADWorx Structure	Email the CAD model drawing (DWG) files. If the model consists of many components, indicate in the model which components or location you are having issues with.
CADWorx Datasheets	Email the datasheets MDB file and any datasheet file generated (XLS). If emailing MDB / XLS files, use a compression utility such as WinZIP. Most email servers have restrictions on transmitting MDB / XLS attachments.
CADWorx Plant to CAESAR II interface	Email the CAD model drawing (DWG) file and CAESAR II input file (._A, .C2). Run the CADWorx GETALLSPECDATAFILES command to copy all specifications and data files used in the model into sub-folders under where the model drawing file is located. Zip the contents of these folders and email the ZIP file to Hexagon PPM Support. If the model consists of several line numbers, indicate in the email which line numbers you are having issues with.
CADWorx Design Review	Email the CAD model drawing (DWG) files. If the model consists of several line numbers, indicate in the email which line numbers you are having issues with. If the model consists of many drawing files with dependent reference drawings (XREFs), use the CAD platform ETRANSMIT command to create a ZIP file of all drawings used in the master model.

If you are attaching large or multiple files to your Smart Support Service Request, use a compression utility such as WinZIP.
If you cannot attach your drawing files, then try to duplicate the issue in a new drawing with as few components as possible. If the issue can be duplicated in a new drawing, attach the duplicate drawing to Hexagon PPM.
For hardware lock issues, first verify that you have a Hexagon PPM hardware lock. CADWorx Plant Professional, CADWorx P&ID, CADWorx P&ID Professional, CADWorx Structure use the Hexagon PPM hardware lock for licensing. For more information, see Licensing in the CADWorx Installation Users Guide or the CADWorx Structure Installation Guide.