Solutions · Support
Support for AutoCAD Plant 3D and P&ID
Fast help via remote support – for acute problems and for optimizing your workflows.
Support appointment via Teams
Customers with support access choose a free slot in their customer account – after confirmation, the Teams invitation follows. We only bill the time we actually spend together in the meeting.
- Requestchoose a free slot in the calendar, describe the topic
- Confirmationusually within one business day – otherwise we suggest an alternative
- Teams invitationvia Outlook; join link also in My area
- Billingactual joint Teams time, rounded up to 15 min.
Booking appointments via Teams is available to customers with support access – with a support package or by arrangement. Write to us or call, and we will enable your customer account.
Supported software
AutoCAD Plant 3D
Configuration, piping specs, iso, ortho
AutoCAD P&ID
Project, tags, symbols
Navisworks
Coordination, clash
ReCap
Point clouds
ClearEdge EdgeWise
Scan-to-BIM
Support models
Packages are valid for 12 months from activation and expire automatically; the actual Teams time is deducted. If you renew before expiry, unused hours are carried over.
Pay as you go
Billed monthly in arrears – you only pay when you need help.
10 h package
€175 per hour, fixed basis for calculation, valid for 12 months.
20 h package
For teams with regular needs – €170 per hour, valid for 12 months.
Solutions to look up
We explain common support cases on our YouTube channel – and systematically in our video courses.

P&ID: pipe cap does not align
Configuration change so that the cap is placed correctly.

Ortho: extending the scale list
Add any scales to the ortho view.

Placing a component in/on the pipe
How a component has to be defined.
Video courses
Learn systematically instead of searching piecemeal – 348 lessons.
Typical support questions
Anonymized from our support sessions – your answer may already be here.
Why does an off-page connector show a yellow exclamation mark even though the connection works?
Plant 3D compares all properties of the connected lines but shows only some of them under "Show Connection". Align differences in fields that are not shown (e.g. comment, slope, custom fields) in the properties of both lines and save both drawings. If the deviations come from inherited fields, e.g. the drawing area, they are intentional – then you can ignore the message. A Data Manager view of the off-page connectors by line tag and connection number helps with checking: only two arrows may appear per number.
Why does Plant 3D only insert a placeholder with a yellow exclamation mark at a connection instead of the component?
The placeholder appears when a connection is defined but no matching component is found. Check: 1. Is the connecting part included in the piping spec? 2. Do the end types of the connections in the catalog match? 3. Do both components have the required matching values, e.g. material and nominal size, if these are compared in the connection settings? 4. Are there several entries for the same end type combination? Then the first one is used – remove conflicting combinations.
Why does the line have a different number before and after inserting a pump?
This is controlled by the symbol's connection type (Class Definitions > Edit Symbol). Pumps are segment group breakers by default: they split the line group, which is why two line numbers are created. Valves are inline objects – the line runs through them. Reducers and spec changes are segment breakers (new segment, same line). Vessels and other equipment are end lines; a line starting there gets a new number. For your own breaker symbols, set the appropriate connection type.
How do I make good use of validation, and what do I do with messages that are not errors?
First define in the validation settings what is checked; without a 3D model, deactivate the 3D checks. After "Run Validation", clicking a message zooms to the object. Open the drawing beforehand via the Project Manager, otherwise it is read-only and corrections cannot be saved. After the correction, refresh the node. Set intentional messages (e.g. drawing frames, manhole nozzles, automatically created signal lines) to "Ignore" with a right-click and hide ignored items.
Why does the bill of materials show only a generic description instead of the order text?
In the table setup, the family designation column is used instead of the size designation. To change this: Project Setup > Isometric DWG Settings > table setup, or for orthos under "Title Block Setup" > Tables. Select the long size description, i.e. the order text. Further columns (e.g. material) can be added. Useful options: list pipes as cut pieces, output length instead of quantity, show bends separately. For orthos, activate the required BOM types (pipe, equipment, nozzles, steel) so that they are available for selection.
Why can't I branch off a line even though there are pipes in the piping spec?
For branches, every piping spec needs a branch table. In the Spec Editor, open the branch table in the piping spec, click "Edit" and add the possible branch types (e.g. tee, nozzle or stub-in). Then select the nominal size combinations of header and branch, and assign the appropriate branch type with a right-click. Without an entry, Plant 3D does not create a connection at that point.
Frequently asked questions
How does a support request work?
With support access, log in, choose a free slot under "Request a support appointment" and describe the problem – otherwise contact us by email or phone. We usually confirm within one business day, you receive a Teams invitation, and we work on the problem via remote support directly on your computer.
How is billing done?
Based on the actual joint time in the Teams meeting according to the attendance report, rounded up to 15 minutes – from the package or pay as you go (€180 per hour), billed monthly in arrears.
How much does support cost?
Pay as you go at €180 per hour, billed monthly in arrears – or as a package: 10 hours €1,750, 20 hours €3,400. All prices net, plus VAT.
Is there a free trial?
Yes. We handle the first support request from new customers free of charge for 45 minutes via remote support.
Which programs do you support?
AutoCAD Plant 3D, AutoCAD P&ID, AutoCAD, Navisworks, ReCap and ClearEdge EdgeWise – from configuration and piping specs to isometrics and orthos.
Do you also help with setup, not just with errors?
Yes – support also includes optimizing your workflows. For larger undertakings, there are project templates and project support.
Contact us directly
Write to us or give us a call – we'll get back to you within one business day.

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