Frequently Asked Questions

Before You Begin

Using the Program:


Before You Begin

What are the minimum system requirements to run the design software?

  • Operating System: Currently, only the Windows operating system is supported.
  • Screen Resolution:minimum resolution is 1024 x 768.
  • Graphics Card: requires a 3D-capable graphics card with a minimum of 64MB of memory.
  • Browser: a 32-bit browser is required.
  • Java: The software requires Java 6u30 (Java 6, Update 30) or higher. If a suitable version is not already installed on your computer, launching the program will install it for you.
  • Cookies: Must be enabled. (How do I do this?)
  • JavaScript: Must be enabled. (How do I do this?)
  • Mouse: A two-button mouse is required. We HIGHLY recommend the mouse have a scroll wheel as well.
  • ActiveX Control: If prompted, you must allow the ActiveX component to run.
Back to Top

About launching the software for the first time:

Because our design programs are built with state of the art technology, it may take 1-2 minutes to load the first time you launch it. However, subsequent uses will load much faster, and the application is well worth the wait.

The first time you launch the software, you may get a pop-up asking if you want to run the application. Click "RUN" to accept.

First Popup Screenshot

Back to Top

Using the Software

How do I change my view in the preview window?
You can change the view in the preview window in three ways (all methods require your cursor to be IN the preview window):

  1. Perspective:
    • Perspective adjusts your viewing angle (for example, to a more top-down view, or to view underneath).
    • Click and hold the LEFT mouse button and then move your cursor.
    • Release when you have the desired view.
  2. Location:
    • Location adjusts where your design appears in the preview window (much like a scroll-bar would).
    • Click and hold the RIGHT mouse button and then move your cursor.
    • Release when you have the desired view.
  3. Zoom:
    • Zoom allows you to control the scale of the view displayed in the preview window (zoom in for more detail, zoom out for overview).
    • Use your mouse's scroll wheel to zoom (rotating the wheel AWAY from you will zoom IN, rotating the wheel TOWARD you will zoom OUT).
    • To Zoom without a scroll wheel, simply press and hold ALT + LEFT mouse button, while moving the mouse. Move the mouse AWAY from you to zoom IN, and move the mouse TOWARD you to zoom OUT.
Back to Top

How do I advance (or go back) after making a selection?
The application does not require the sections be visited in order. You can visit or revist any of the sections at any time and in any order using the section menu buttons at the top and the sub-section menu buttons on the left. To "advance", simply click another sub-section menu button or choose a new section at the top of the application.

Back to Top

My mouse doesn't have a scroll wheel. How do I zoom?
To Zoom without a scroll wheel, simply press and hold ALT + LEFT mouse button, while moving the mouse. Move the mouse AWAY from you to zoom IN, and move the mouse TOWARD you to zoom OUT.
Back to Top

Can I save an unfinished design and finish it later?
No. The software will not save an unfinished design. You will only be able to retrieve fully processed designs from you projects list.
Back to Top

How do I delete a project?
In the project list, simply click on the "X" button to the right of the project name. A project can be deleted even if the red triangle to the left of the project name is still rotating. Please be aware, though, that a rotating triangle indicates that the report for that project is still being generated. If you delete the project, the report will not be generated and the design will be lost.
Back to Top

Can I work on more than one design simultaneously?
No, the application only operates properly with one instance of the application launched at a time. Trying launch more than one instance at a time in separate windows or tabs may cause your browser to freeze.
Back to Top


It looks like part of the program window may be getting cut off on my screen. What should I check?

First - verify that your browser is set to 100% for the zoom/view. These settings are usually located in the VIEW menu on your browser. Please refer to your browser's Help documentation for more information.

However, if your browser is already set to 100%, it is possible your screen resolution is too low. Your screen resolution should be set to 1024x768 or higher. To adjust your screen resolution in Windows:

  • Right-click anywhere on your desktop.
  • Select Properties.
  • Click on the Settings tab.
  • Under Screen resolution, set the slider to a setting that is "1024 by 768" or higher.
Back to Top

The software seems to be running slow, or is taking a long time to download. What's the problem?
There are several factors that can affect software performance. Limited internet access (such as a dialup connection), older computers and graphics cards, and insufficient amounts of system memory can all result in the program loading slowly and feeling "sluggish", slow to respond, or it taking a long time to process.
Back to Top

The software will not run, and I have installed Java. All I see is a gray screen with a box with an "X" in the middle. What's wrong?
First, be certain that there are no other instances of Internet Explorer running and that all tabs are closed. Confirm that your system meets the minimum requirements.

The three issues above are caused by something having gone wrong with your current installation of Java. The solution is to uninstall Java, download the latest version, and then reinstall it. Be sure to restart your computer after installation.

To uninstall Java:

  • Access the Control Panel.
  • Select Add/Remove programs.
  • Select Java Runtime Environment.
  • Click Add/Remove.
  • Answer YES when asked if you really want to do this.
NOTE: be sure to uninstall ALL previous versions of Java on your computer.

If you need help installing or uninstalling Java, please refer to Java's Help Center.

When I drag an item onto my design - such as a chair, grill or spa - the item vanishes or the screen flashes white. What happened?
This often is an issue with your graphics card. Please be certain that you have the most recent driver for your graphics card. See the manufacturer's manual for updating your graphics card driver.

In the event installing the latest driver does not resolve this issue, drag the item onto the 2D preview area instead of onto the main 3D preview area. If it is a movable object, you should be able to manipulate it in the 3D area once the item has been dropped onto the 2D preview.
Back to Top

The application is not responding. For example, when I process the design, nothing happens. Is there a way to fix this?
If you are having issues with the software becoming non-responsive while using it, it could be that you are creating a very complicated design and Java requires more memory than usual. This can be corrected on systems running Windows XP by doing the following:

  • Access the Control Panel.
  • Double-click on Java to open the Java Control Panel.
  • In the Java Control Panel, click the Java tab to open it.
  • In the top section, labeled "Java Applet Runtime Settings" click View.
  • Double-click in the "Java Runtime Parameters" field next to the JRE you are running (if there is more than one JRE listed, choose the one with the higher version number), and add the following text:
    -Xmx96m -Xms96m
  • Click OK.
  • Click Apply.
  • Click OK.
  • Close and restart all browser windows, and try the application again.
Back to Top

What is causing me to get the "d3drr Not Available" error, and how can I fix it?
This is a compatibility issue between your video card and Java 3D. Java 3D requires a 3D-capable graphics card with a minimum of 64MB of memory. If you have a capable graphics card, the problem is often solved by updating your video card driver.

To test your video card for compatibility:

  • Open the Start menu and select Run.
  • In the Open field, type "dxdiag" and then click OK to launch the DirectX Diagnostic application.
  • Click on the Display tab in the application.
  • Click on the Test Direct3D in the center-left portion of the application to launch the diagnostic.
Back to Top