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Square One Support
Useful Information
- Help with Our Online Order Process
A step-by-step guide to ordering via our online storefront. - Help with Ordering by Phone, Fax or Email.
A step-by-step guide to purchasing with invoices and purchase orders. - Applying for a Student or Academic Discount
Information on who is eligible and what documentation we may need. - About Our Educational and Commercial Site Licences
What site licences are, different types and what you get with them. - Downloading a Trial Version and its Limitations
Where to get your free trial and what you can and can't do. - Activating Your Software After Purchase
What licence activation is and step-by-step guides to the process. - Using our Software on Apple Computers
How to use our Windows tools on Apple hardware and/or in MacOSX.
Browse Support Resources
- Frequently asked questions
For answers to the most common user questions. - Community support forums
For topical discussions with other software users. - Project issue tracking
View bug reports and feature requests or send us a new one.
- Product documentation
The latest help files and 'how-to' articles, all updated regularly. - Square One Wiki
General building science and analysis notes, documentation, tutorials and training material.
Search for answers
Common Support Issues
- Why is ECOTECT so slow tracing my DXF file ?
- I have 2D floorplans of a building, but when I import them as a DXF to trace over, ECOTECT slows down dramatically - moving a node takes about a minute.
- Where are the tutorials for v5.50 ?
- You used to have a series of tutorials that took you through the basics of using ECOTECT v5.20. In v5.50 I can't see any - where have they gone ?
- I just purchased but your login doesn't recognise my email
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I just purchased some of your software on-line but when I try to login to your site, it says it does not recognise my email addess. Why not?
- How can we enter proxy details for our local licence server ?
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When I try to activate our local licence server, it cannot get an internet connection because it is being blocked by our proxy server. How can I deal with this ?
- What does a Site Licence really mean
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When you purchase a site licence for any Square One software, what is it that you actually get ?
- My computer crashed before I could transfer - what now ?
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My computer just died so I am now unable to transfer my desktop licence back to your activation server. I have tried activating a different computer but it says all my licences are in use.
- Can I transfer my desktop licence to another computer ?
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I'm about to replace the computer I work on. Do I have to buy another licence or can I transfer my existing desktop licence to my new machine ?
- What is the difference between desktop & network activation ?
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What is the difference between desktop and network activation and when do I have to decide between the two ?
- Problems Installing the Patch File
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I have tried to run the patch I received when purchasing your software but it displays the following warning. I've tried continuing but the new application just won't run.
- Can I change IP ranges on an existing network licence server ?
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I have succesfully set up and activated my local network licence server, however I specified only one IP address range. Now some parts of the network cannot access it.
- Sun position algorithm in ECOTECT
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I would like to know, what algorithm ECOTECT uses for calculating the azimuth and altitude of sun at a particular time ?
- Solar radiation units in the Weather Tool
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Why are the solar radiation values in the Weather Tool given as energy units rather than power units ? Is this cumulative during a day ?
- Schedule for opening/closing windows
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I would like to define a schedule for opening and closing windows in my ECOTECT model.
- Automatic U-value calculation
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I have noticed that if I click the Calculate Thermal Properties button in the Layers Tab of the Material Library the U-value is updated and is usually much higher than the ones defined i
- Solar position and sky illuminance from ECOTECT to Radiance
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Does Radiance take its solar position and sky illuminance from ECOTECT or does it calculate it's own ?
Request Direct Support
If you cannot find a solution to your problem using any of the support resources above, you can send us a support request message.
Please login or create an account to submit a direct support request. Whilst accounts are completely free and very quick to set up, you can still send us an email without an account from the contact us page -- but if you want to send us an attachment you will need to create an account.
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