Troubleshooting Guide¶
Solutions to common problems you might encounter while using NeroScale.
Installation Issues¶
NeroScale Won't Install¶
Error: "Installation Failed" - Make sure you have administrator rights on your computer - Close Revit completely before installing - Temporarily disable antivirus software - Try running the installer as administrator (right-click > Run as Administrator)
Error: "Revit Version Not Found" - Install a supported Revit version first (2024, 2025, or 2026) - If Revit is installed, try repairing the Revit installation - Check that Revit is installed in the default location
Installation Completes but Nothing Changes - Restart your computer after installation - Launch Revit and check for the NeroScale tab - Go to File > Options > Add-Ins and verify NeroScale is listed
NeroScale Tab Missing in Revit¶
Tab doesn't appear after installation: 1. Open Revit 2. Go to File > Options > Add-Ins 3. Look for NeroScale in the list 4. Make sure the checkbox next to it is checked 5. Click OK and restart Revit
Still missing? - Uninstall NeroScale completely - Restart computer - Reinstall NeroScale - Make sure Revit was closed during installation
Update Problems¶
Can't update to new version: - Uninstall the old version first - Restart computer - Install the new version - Your settings and license will be preserved
License Issues¶
License Activation Failed¶
"Invalid License Key" error: - Double-check you copied the entire key (no spaces at start or end) - Verify the key is for NeroScale (not another product) - Make sure the key hasn't expired - Contact your administrator for a new key
"Cannot Connect to License Server" - Check your internet connection - Make sure your firewall isn't blocking Revit - Try again in a few minutes - If using VPN, try disconnecting temporarily
"License Already in Use" - You may have NeroScale open on another computer - Close Revit on all other machines - Wait 5 minutes and try again - Contact support if you need to move your license
License Expired¶
"Your license has expired" message: - Contact your administrator or support for renewal - You may need to purchase a new license period - Check your license details in the License tool
Tool-Specific Problems¶
Model Health Check¶
"Export Failed" error: - Check you have write permission to the save location - Make sure the folder exists - Try saving to a different location (like Desktop) - Close Excel if you're exporting to Excel format
Report is empty or missing data: - Make sure you selected at least one extraction option - Check that your model actually has that data (e.g., warnings, families) - Try exporting to a different format - Verify your model file isn't corrupted
Tool is very slow: - Large models take longer (this is normal) - Uncheck "Include Linked Models" if you don't need them - Close unnecessary views in Revit - Try exporting to CSV instead of Excel for better performance
ParameterTransfer¶
Can't select elements: - Make sure you're in an active view - Check that elements aren't hidden - Verify elements are in the current workset (if using worksharing) - Try selecting in a different view
Parameters not transferring: - Check that source and target elements have compatible parameter types - Verify target parameters aren't read-only - Make sure you have edit permissions - Check that elements aren't in a loaded link
"Transfer failed" error: - Save your model and try again - Check no other user is editing the same elements - Verify you have permissions to edit elements - Close the tool and reopen it
Schedule Excel¶
Can't export schedule: - Make sure the schedule isn't empty - Verify schedule is visible (not hidden) - Check you have a valid schedule selected - Try exporting a different schedule first
Import fails: - Verify column headers match exactly - Don't modify the Element ID column - Check data types match (numbers stay as numbers) - Make sure the Excel file isn't open in Excel
Changes don't appear after import: - Check the import report for skipped rows - Verify element IDs still exist in model - Make sure schedule isn't locked - Try importing again with fewer changes
NeroSpec¶
Validation doesn't run: - Make sure you selected at least one schema - Check that your model has elements to validate - Verify you're not in a family file (use project files) - Try running a simpler schema first
All elements failing: - This might be correct if data isn't entered yet - Review your rules to make sure they're reasonable - Check that parameters exist in your model - Verify you're checking the right categories
Results take too long to load: - Large models with many failures take time (this is normal) - Use pagination to browse results - Filter to specific elements if possible - Consider running smaller schemas
Revit Extractor¶
Extraction fails partway through: - Check you have enough disk space - Make sure you have write permission to save location - Try extracting to a local drive (not network) - Close other programs to free up memory
Output file is too large: - This is normal for large models - Use SQLite instead of Excel for better compression - Don't include linked models if not needed - Consider extracting in smaller batches
Can't open the database file: - You need SQLite database viewer software (free online) - Try DB Browser for SQLite (recommended) - Or use the Excel format instead
CascadingJoin¶
No joins were created: - Check your view filters actually select elements - Verify elements actually overlap or touch - Review your priority rules setup - Make sure you have elements in those categories
Joins look wrong: - Try running again with Clear Join mode - Check your priority order is correct - Verify filters aren't overlapping - Review the generated report for clues
Tool runs very slowly: - Use Active View instead of All Objects - Process smaller sections at a time - This is normal for large models with many elements - Run during off-hours if possible
General Performance Issues¶
Tools Running Slowly¶
Everything is slow: - Close unnecessary Revit views and windows - Save your model and close/reopen Revit - Close other programs to free up memory - Your model might be very large (this is normal)
Specific tool is slow: - Check if you're processing a lot of data - Try with a smaller selection first - Use faster export formats (CSV instead of Excel) - Be patient - large operations take time
Crashes and Freezes¶
Revit crashes when using NeroScale: - Save your work frequently - Update to the latest NeroScale version - Check if your model has corruption (audit the model) - Contact support with crash details
Tool freezes (not responding): - Wait a few minutes - it might still be working - Check Task Manager to see if Revit is using CPU - If truly frozen, force close and try again - Try with smaller data selection
File and Data Issues¶
Can't Save or Export Files¶
"Access Denied" error: - Check you have write permission to the folder - Try saving to a different location - Make sure file isn't open in another program - Run Revit as administrator
"File in Use" error: - Close Excel if exporting to Excel format - Close database viewer if using SQLite - Check if file is open on another computer - Wait a moment and try again
Files corrupted or won't open: - Try exporting to a different format - Check source model isn't corrupted - Run Revit Audit on your model - Contact support for help recovering data
Worksharing and Links Issues¶
Problems with Central Models¶
Tools don't work in workshared model: - Make sure you own the workset containing elements - Synchronize with Central first - Request permission from workset owner - Try in a detached copy if just testing
Changes not saving to central: - Synchronize with Central after using tools - Check you have edit permissions - Verify you're not in "Editable" workset mode - Make sure central model is accessible
Linked Model Problems¶
Can't extract from linked models: - Make sure links are loaded (not unloaded) - Check "Include Linked Models" option - Verify link paths are valid - You may need to open link directly
Error Messages¶
Common Error Messages and Solutions¶
"No Active Document" - You need to have a project file open - Close and reopen your Revit file - Make sure it's a project file, not a family
"Insufficient Permissions" - You don't have rights to edit these elements - In worksharing, request workset ownership - Check with your BIM manager - Try with different elements
"Operation Cancelled" - You may have clicked Cancel - Start the operation again - If you didn't cancel, try restarting Revit
"Out of Memory" - Close unnecessary programs - Restart Revit - Process smaller amounts of data at a time - Your computer may need more RAM
"Invalid Parameter" - The parameter doesn't exist or is wrong type - Check parameter name spelling - Verify parameter is accessible - Try with a different parameter
Still Having Problems?¶
If you tried these solutions and still have issues:
Before Contacting Support¶
- Note the exact error message (take a screenshot)
- Document what you were doing when the problem occurred
- Try to reproduce the problem and note the steps
- Check your Revit version and NeroScale version
- Gather information about your file (size, worksharing, links)
Get Help¶
- Check the FAQ for more answers
- Contact Support with your details
- Include screenshots of errors when possible
- Mention what you've already tried
Preventing Problems¶
Best Practices¶
Regular Maintenance: - Keep NeroScale updated to the latest version - Run Revit Audit on models periodically - Clean up old export files you don't need - Save models before using tools
Good Habits: - Test tools on small projects first - Save before running big operations - Keep models organized and clean - Document your workflows
Team Coordination: - Communicate when using tools on shared models - Synchronize before and after tool use - Follow your company's BIM standards - Share solutions when you find them
Version Compatibility¶
Supported Versions¶
Revit: - 2024 (all updates) - 2025 (all updates) - 2026 (all updates)
Windows: - Windows 10 (64-bit) - Windows 11 (64-bit)
Not Supported: - Revit 2023 or earlier - Mac versions of Revit (not available) - Revit LT (limited support)
Checking Versions¶
Find your NeroScale version: 1. In Revit, click NeroScale tab 2. Click About or License 3. Version number is shown
Find your Revit version: 1. In Revit, click Help > About 2. Version shown in first line