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Choose a product support section, browse common questions, diagnose setup or licensing issues, then send a support request from the contact form at the bottom.
Tool PaletteDefault support section.
Palette Diagnosing issues.
⚠ Symptom
Palette panel is blank or shows "Not Loaded" on all tabs after opening a document.
✓ Fix
Click the Reload button (↺). Dynamic tabs require a reload after the document is fully open. If the issue persists, verify config.json is valid JSON and referenced palette files exist.
⚠ Symptom
Clicking a button does nothing and no status message appears.
✓ Fix
Ensure the document is not in an active transaction or dialog state. The palette defers API calls to ExternalEvent handlers — if Revit is busy, clicks are queued. Check the Revit journal for unhandled exceptions.
⚠ Symptom
Action Pack fails to load — "assembly hash mismatch" error.
✓ Fix
Recompute the SHA-256 of your DLL and update assembly_sha256 in manifest.json. For development, temporarily set "allow_unsigned_action_packs": true in security.json. Do not leave this enabled in production.
⚠ Symptom
Delegation rule is configured but the palette doesn't switch when changing documents.
✓ Fix
Verify "enabled": true is set at the top level of the palette_delegation block. Check that criteria values match exactly — file name comparisons are case-sensitive for equals and starts_with operators.
Editor diagnosing issues.
⚠ Symptom
The editor opens but the palette list is empty — no palettes appear in the sidebar.
✓ Fix
Open config.json and verify the palettes array is not empty and each entry has a valid json filename. Check that all referenced JSON files exist at the configured palette directory. Relative paths are resolved from the config.json file location.
⚠ Symptom
Fetch Preview returns "No elements found" even though families exist in the document.
✓ Fix
Verify category names in CategorySlot1–6 exactly match Revit's built-in category display names (e.g., "Doors" not "Door"). Category matching is case-sensitive. Check that filters don't inadvertently exclude all elements.
⚠ Symptom
Health Checker reports "meta orphan" entries even though the tab appears in the editor.
✓ Fix
A meta orphan occurs when a tab name exists in _meta.json but has no matching group in the button JSON. This happens when a tab is deleted but its meta entry wasn't cleaned up. Use the Health Checker's repair option or remove the entry from _meta.json manually.
Check why the expected palette did or did not load.
Use this checklist when a user opens a model, restarts Revit, or switches between already-open document tabs and the palette does not match the intended Startup Palette or Delegation Rule.
1 · Confirm the active mode
Startup Palette and Delegation Rule are either/or. If Delegation Rule is enabled, the add-in chooses palettes from delegation matches. If Delegation Rule is off, the Startup Palette setting controls the default palette loaded at startup/open.
What to check
Open the palette editor and verify whether the palette is marked as a Startup Palette or controlled by a Delegation Rule. Do not expect both systems to load the same palette at the same time.
2 · Test the rule against the current context
A delegation rule only wins when its criteria match the active Revit document and/or active Windows user. File name, path, project information, and user criteria must match the model that is currently active.
What to check
Use Test Delegation Rule before rollout. Test with the exact model open, then switch to another open document tab and test again. If the result changes, the rule is responding to the active document as intended.
3 · Verify live switching triggers
Delegation is evaluated on Revit cold restart, document open/create, closing one document and opening another, and when activating another already-open document tab.
What to check
Open two models with different delegation matches and activate each document tab. The palette should unload/reload to match the active document. Switching views inside the same document should not force a full delegation change.
4 · Reuse known-good rules
If a new palette should follow the same document/user criteria as an existing palette, copying rules is safer than rebuilding conditions manually.
What to check
Use Copy rules from to duplicate a working rule set, then change only the target palette or small criteria differences. Retest after saving so the live session refreshes the active palette state.
Sync SentryQueue, right-click actions, Queue Manager/Admin control, recovery, and history support.
User workflow
Help with joining/leaving the queue, pausing yourself, reading status, using Follow Queue Once/Always, and sending Queue Requests.
Queue Manager controls
Support for Add/Remove User, Pause/Unpause User, Force Sync, drag-and-drop reorder, Repair Queue, Clean Queue, Reset, and exports.
Admin recovery
Help with Queue Manager assignment, Force Close Dialog, User History, Force Launch Project, SHIFT+Reset hard recovery, security paths, and Agent check-in behavior.
Queue coordination diagnosing issues.
⚠ Symptom
Project Users does not show other users who have the same central file open.
✓ Fix
Confirm everyone is opening the same network central model path and that all machines can read/write the Sync Sentry token and actions JSON files at the shared location. Also confirm SyncSentry Agent is running on each workstation.
⚠ Symptom
Users disappear intermittently, especially from computers connected through VPN.
✓ Fix
Check VPN stability, file share permissions, and lock contention on the shared queue files. Use Refresh, Repair Queue, Reset, or Export Diagnostics from Manage so support can review Agent, shared file, and last refresh status.
⚠ Symptom
Drag-and-drop reorder or manager buttons are disabled.
✓ Fix
Confirm the current Revit username is the assigned Admin or listed as a Queue Manager in syncsentry.security.json. Also confirm reorder is enabled in the security file.
⚠ Symptom
Add to Queue, Force Sync, Pause Queue, or Remove from Queue is unavailable from right-click.
✓ Fix
Right-click actions apply to other users, not your own row. Select another row, confirm your manager permission, and check whether the selected user is already queued, actively syncing, or not eligible for Force Sync.
⚠ Symptom
Force Launch Project is disabled in User History.
✓ Fix
Force Launch requires Admin permission, a user history row that is not already active on the current project, an online SyncSentry Agent, and an available network central model path.
⚠ Symptom
The model reports cloud or unsupported behavior.
✓ Fix
Use the production release with network central models. BIM360/ACC/Forma cloud queue service support is planned for a future BIMGrove Cloud Queue Service.
Use the support contact form below and include Sync Sentry, Revit version, network/VPN status, central model type, and exported diagnostics when available.
Plot PilotPPC configuration, PDF publishing, ribbon buttons, licensing, and data-location support.
Publishing workflow
Help with Sheet Lists, sheet selection, locations, folders, PDF output, naming, processing, and runtime prompts.
PPC and ribbon setup
Support for saved configurations, icons, labels, pushbuttons, pulldowns, stacks, positions, reload behavior, and Menu Mason metadata.
Licensing and data
Help with Personal usage, Trial/Pro/Team activation, portable PPC data, shared presets, and installer upgrades.
Publishing workflow diagnosing issues.
⚠ Symptom
An assigned Sheet List still prompts at runtime.
✓ Fix
Confirm the assigned Sheet List exists in the active model and matches the saved PPC identity. Review variation settings when multiple schedules can resolve to the same assigned list.
⚠ Symptom
A new, renamed, or deleted PPC button is not reflected on the ribbon.
✓ Fix
Save the PPC and use Reload saved PPC ribbon buttons. Verify Button Type and Position. Restart Revit when the current ribbon session cannot safely rebuild the affected control.
⚠ Symptom
The PDF output folder is unavailable or invalid.
✓ Fix
Review Location and Folder settings, confirm the base path exists, verify write permission, and ensure absolute or relative paths resolve from the active project.
⚠ Symptom
Personal mode shows 5/5 successful publishes.
✓ Fix
Wait for the rolling 24-hour reset or open Check Licensing in Settings → Licensing to activate Trial, Pro, or Team access. Failed and cancelled runs do not count.
Use the contact form below and include Plot Pilot version, Revit version, PPC name, the step where the issue occurs, output path, and any exact error text.