Internal - Troubleshooting: NBS Chorus Issue/Bug

Question

Answer

Version(s) of Revit the issue occurs in

2019/2020/2021 (Please give full version number)

Version of the plugin installed

V3.8

Has clean reinstall of plugin been done?

Y/N

Is the customer using the last update of the version of Revit they are using?

Y/N

Version of Windows installed

Windows 8.1/Windows 10

Have all windows updates been processed

Y/N

Are other users in the same company experiencing the same issue?

Y/N

Can you recreate this issue?

Y/N

Can other members of the support team recreate?

Y/N

Can members of the Training Team recreate?

Y/N

When was the last time the software functioned correctly?

Approx. date/time where available

What has changed on machine since this time?

Details of changes and when they occurred where available

Where is the model stored?

Local Disc/Server/Cloud

What 3^rd party plugins are installed

e.g. Dynamo

Has the use refreshed the plugin window?

Press F5 to refresh

Question

Answer

Are they experiencing the slow performance somewhere specific inside Chorus or when they are publishing?

 Y/N

By slow do they mean slow to keep up, slow to load, not responding?

Is what they see on the monitor lagging behind the user’s keyboard and mouse inputs or is it when pages are loaded?

Y/N

If inside Chorus where specifically is the user?

E.g.

-Loading the projects list/thumbnails

-Opening a section in the editor

-Saving clauses in the editor

Can the screen user record their experience?

Insert link to video

Log the date and time (GMT) this happened. We can look at the server logs to see what happened.

Insert time/date(s)

Question

Answer

What kind of file is being imported?

.spec/.prlm/.stdspec/.stdprlm/.lspec/.lprlm/.lstdspec/.lstdprlm/.spex/.docx

Has the file been opened in the latest version of NBS Building/NBS Landscape/NBS Create?

Y/N

Have all pending updates been actioned (Create Only)?

Y/N

What is the error message displayed on the import report? - Tis can be found on the email sent when the import fails

Insert error message

Have support attempted to import

Y/N

Does the error report show the same errors?

Y/N

Does the file open in NBS Building/NBS Landscape/NBS Create without error?

Y/N

Question

Answer

Has any content been added/removed from the content section?

Y/N

If you remove content section and reinsert from the NBS Template does the spec export/stylesheet import?

Y/N

If headers/footers are removed does the spec export/stylesheet import?

Y/N

Are the correct styles applied to the contents section?

Y/N

Is the {{content}} placeholder present?

Y/N

Does the document contain Macros?

Y/N

Are all placeholder formatted correctly using camel case with double curly brackets each side?

Y/N

Was the stylesheet based on the NBS template or did the customer start from scratch?

NBS Template/User generated

Does the NBS Default stylesheet import and the specification publish without issues?

Y/N

Does the specification publish when revision information is not included?

Y/N

Does the specification publish to both .PDF and .Doc?

Y/N (if only 1 please state which does and which does not publish)

Do any error massages appear?

Y/N (If yes please include screenshot)

What is the size of the stylesheet?

Stylesheets over 10mb will not import

Is the file in .docx format?

Y/N

Is a corporate font in use? If so is the check box for Embed Fonts In file selected under File > Options > Saving

Y/N