How can we help with your harness?
Search the documentation, browse the common issues below, or send us the project and we will look at it with you.
Ways to reach us
Email support is included on every plan, Free included. The docs answer most of it faster than we can.
Email support
One inbox, on every plan including Free. Tell us the project and sheet you were on and which of the four views you were in — most questions are answered by looking at the sheet itself.
Read the docs first
Twenty-three chapters covering every view, from a blank sheet to a finished cut list. Search them from the field above — it looks inside the chapters, not just their titles.
What to send us
In the desktop app, Help ▸ About has a Copy app details button that puts the version, build and platform on your clipboard in one go. Paste that into the mail and we can usually skip a round trip.
Common issues
Grouped by where you hit them. Open one to see the fix, and follow the link for the long version.
Cables run between connection points — the small circles on a component's boundary — and the highlight that tells you a target is in range only appears inside the snap distance. That distance is measured on screen rather than on the drawing, so zooming in widens it in real terms. See Routing cables.
It is not meant to. Waypoints and tangent handles are for routing round other components and for producing a drawing someone can read; a cable's length is a value you set on the cable, and that is what reaches the cut list. Right-click a cable to set its Length, or see Shaping a cable and Cable details.
The project is read-only. That happens when you are over a plan limit — usually after a downgrade — or when an organization has no active Team subscription. Nothing is deleted and viewing and exporting still work; upgrade, or delete enough to come back under the limit. See Hitting a limit. If you have a revision open, that is expected: revisions are always read-only. Click Open Current Version in the banner to return to the editable project.
Auto Route routes every wire on the sheet and replaces the existing control points as it goes, so anything you had shaped by hand is redrawn too. Run it first and tidy afterwards, not the other way round. Auto Route cannot be undone. See Auto Route.
That is what a network is. A name belongs to the connected group of wires — the circuit — not to one wire, and it follows the group across connector mates onto other sheets so a signal keeps its name through the project. Renaming from any wire in the network renames the whole network. See Network names.
Twisting rows that come from different groups moves them all into one new group. That is deliberate. Twisting happens in Pin Configuration, and the Wiring view shows the same groups. Use Ungroup on the ticked rows to pull them back out; a group left with a single wire dissolves. See Twisted pairs.
Two things to check. The BOM covers the active sheet, not the whole project, so switch sheets — or include several sheets in a PDF export to get them together. And only parts actually assigned are counted: a connector with no part, or a cavity with no contact, has nothing to count. The design rule checks list exactly those. See The bill of materials.
Cut length is the wire's length times the cutlist multiplier. New projects start at 1, so if cut lengths come out longer, check the multiplier in Project settings. A wire's length is the sum of the cable lengths along its route, so a wire that passes through several cables is longer than any one of them. A cable with no length set does not count, and a wire with no measured route is left out of the cut list. See Where the lengths come from.
The export dialog has two independent lists and both have to be ticked: the views to include and the sheets to include. Each selected sheet contributes its own copy of each selected view, so a missing page usually means the sheet was unticked rather than the view. See Choosing what goes in.
Your PDF viewer or printer likely used a fit-to-page option, which rescales every page to fit the paper and defeats the whole point of a formboard print. Print at 100% / Actual size instead, and check the calibration ruler in the footer of any tile page with a real rule — it should read exactly 10 cm or 4 in. See Printing at true size.
The agent can only reconstruct what the sheet records. Open the source workbook and check that pin and cavity assignments, part numbers and wire colors are actually written down — colors are read from cell background fills, and blank or zero lengths are left unset. Then let the design rule checks show you what is still outstanding; they list every gap the moment the import finishes. See If an import fails and Tips for a clean import.
Image search, image processing and description generation are the three AI features, and they need a Lite, Pro or Team plan and a connection. Upload works on every plan, and works offline in the desktop app — the image is sent when you reconnect. Auto Route is not an AI feature, and neither it nor Excel import is restricted. See Part images and What the AI features are.
It is web only, by design: the QR code has to encode a web address, and the desktop app is not served from one. Use it from the browser app, or pick the image from disk with Upload, which works on both. See Differences from the browser.
The desktop app keeps a copy of your workspace on the machine. Changes made offline are saved locally and sent in order once you reconnect. Drawing, pin configuration, Auto Route, the design rule checks, the BOM, the cut list and PDF export all run on your own machine and keep working meanwhile. See Working offline.
Your workspace is already open in another desktop window, and only one window at a time may write to the local copy. Close the other window, or carry on in it. The app opens projects in tabs of one window rather than separate windows for exactly this reason. See Project tabs.
Four things, all for the same reason — they go through the server rather than your machine. Excel import (the workbook is read by a model in the cloud), moving a project between workspaces, changing your plan, and the three AI features in the parts library. Each explains itself and waits rather than failing silently. Signing in also needs a connection the first time on a given machine; after that the app opens offline. See Working offline.
Open Project Properties and change Workspace. There is no export and re-import step — the project moves with its sheets intact. It needs a connection, because the change goes through the server, so the control is disabled offline in the desktop app. See Workspaces and Shared projects.
An organization without an active Team subscription is read-only — its projects can still be viewed and exported, but not edited. Team is billed per seat, one per member with a minimum of two, and is a separate subscription from your personal plan: being on Pro personally does not cover an organization. An admin sets it up from the workspace's billing controls. See Billing and Team and organizations.
There is no page to refresh — the subscription is confirmed over the connection the app already has, usually within seconds. In the desktop app, checkout opens in your ordinary web browser and leaves you on the website afterwards; that is expected, and the new plan arrives back in the app over the connection rather than through the browser. If it has not arrived, check the browser tab actually completed the payment. See Upgrading.
Open a ticket
Tell us which sheet and which view. This form is text only — if the project file would help, attach it to a reply, or send it straight to support@wiring.studio. Most routing and derivation questions are answered by looking at the sheet itself.