Troubleshooting and feedback

Answers to the most common problems, and how to tell us about the rest.

Installing and updating

"Windows protected your PC"

The installer is not code-signed yet, so Windows SmartScreen warns about it.

1. Make sure the file is the real installer: iCOS-PDF-<version>-setup.exe, from the company or from Help → Check for updates…
2. Click More info.
3. Click Run anyway.

Where to get the installer

• In the app: Help → Check for updates… compares your version with the latest one published on the iCOS Labs website and offers Download when there is a newer one. The app also checks quietly once a day and shows a short note when a new version is out.
• Otherwise ask whoever looks after iCOS PDF installers. Files are named iCOS-PDF-<version>-setup.exe (for example iCOS-PDF-0.2.8-setup.exe). There is also an .msi for IT deployment; the setup.exe is the one that adds Open with iCOS PDF to the Explorer right-click menu.
• Close iCOS PDF, then run the new installer over the old version. Settings and tool chests are kept.
• Your version: Help → About iCOS PDF, or the top of the Help window.
• On an older Windows 10 PC without Microsoft Edge WebView2, the installer downloads it first, so it needs an internet connection once.

iCOS PDF is not in "Open with"

Install with the setup.exe installer, then right-click a PDF → Open with → Choose another app and pick iCOS PDF (tick "Always" to make it the default). On Windows 11 the Open with iCOS PDF item is under Show more options.

Opening, saving and speed

• "Not Responding" while combining or opening big drawing sets: fixed in version 0.2.5; large files are now read and written in pieces. Update if you are on an older version. On a slow or sleeping NAS, the first open of a file can still take a moment.
• "Cannot open …: This PDF is password protected; not supported in v1": password-protected PDFs are not supported yet. Ask for an unprotected copy.
• "Someone changed this file after you opened it": someone saved the file (e.g. on the NAS) while you had it open. Choose Save as to keep both versions, Overwrite to replace theirs, or Cancel.
• Save failed: check that the file isn't read-only or open in another program that locks it, and that the NAS is reachable. Use Save as to save a copy elsewhere.
• Combined, OCR or redacted file seems lost: these open as new, unsaved tabs. Save them.

Drawing and measuring

• Can't finish a polyline, area or cloud; counts keep adding up: see Finishing drawings. In short: double-click or Enter to finish, Enter or Finish group to end a count group, Esc to cancel.
• Measurements are wrong: look at Scale in the status bar. Calibrate against a known dimension; check whether the sheet has viewports with other scales; raster copies from iCOS always need calibrating. See Measure.
• Points jump to nearby lines: that's snapping. Hold Alt while clicking, or turn off Takeoff → Snap to drawing.
• A menu, panel or tool is missing: it may belong to another profile (for example Find similar and the takeoff ledger need an estimating profile). Check the profile button at the top right. See Profiles.
• A company tool chest is missing: company chests follow your profile's trades. See Tool chest and symbols.
• Symbol search finds nothing or too much: box one clean symbol tightly; lower or raise Min. score; scans need a lower score. See Symbol search.

Other features

• Live export failed: the Excel file is probably open in Excel, which locks it. Close the workbook; the next change writes it again.
• OCR in another language needs the internet: only English is included; other languages download the first time.
• Review room shows "Offline": keep working; your changes are kept and sent when the connection returns. Conflicts end up under Review → Sync problems.
• AI buttons are missing: AI is off until it is set up in AI → AI settings… See AI assistant.

Sending feedback and reporting problems

1. Help → Send feedback… (also the Feedback button in the Help window).
2. Choose the type: Problem, Idea, Question or Praise.
3. Give a short Title (e.g. "Count tool: can't finish a group on the tablet").
4. In Details, say what you did, what happened and what you expected, and which drawing and page. If a file is needed, say where it is (e.g. the NAS path) rather than attaching it.
5. Add your Email (optional) if you want a reply, then Send.

Your app version, profile and language are sent with it. You get a Reference number and, when available, a Track its status link. If the website can't be reached, check the internet connection; the dialog lets you correct the website address (Use this address).

Related

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