# Wiring Studio support > Get help with Wiring Studio. Search the documentation, browse the common issues by view, or email the team. Source: https://wiring.studio/support/ ## How to reach us ### 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. [support@wiring.studio](mailto:support@wiring.studio) ### 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. [Read the documentation](https://wiring.studio/docs/) ### 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. What you expected, and what happened instead ## What to include in a ticket - App version and platform, from Help → About - The project name, the sheet name and the view you were in - What you expected, and what happened instead ## Design view ### A cable will not snap onto the component I am aiming at 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](https://wiring.studio/docs/design-view/#cables). ### Reshaping a cable did not change its length 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](https://wiring.studio/docs/design-view/#curves) and [Cable details](https://wiring.studio/docs/design-view/#inspect). ### Nothing I change on the canvas sticks 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](https://wiring.studio/docs/pricing-and-plans/#limits). If you have a [revision](https://wiring.studio/docs/revisions/) open, that is expected: revisions are always read-only. Click **Open Current Version** in the banner to return to the editable project. ## Wiring view ### Auto Route redrew the wire paths I had adjusted by hand 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](https://wiring.studio/docs/wiring-view/#auto-route). ### Renaming one wire renamed several others 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](https://wiring.studio/docs/wiring-view/#networks). ### Two twisted pairs merged into one group 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](https://wiring.studio/docs/pin-configuration/#twisted-pairs). ## BOM, cut list and PDF ### A part is missing from the BOM 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](https://wiring.studio/docs/project-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](https://wiring.studio/docs/design-rule-checks/) list exactly those. See [The bill of materials](https://wiring.studio/docs/bom-and-cutlist/#bom). ### Cut lengths are longer than the lengths I drew 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](https://wiring.studio/docs/project-settings/#cutlist-multiplier). 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](https://wiring.studio/docs/bom-and-cutlist/#lengths). ### The PDF is missing a sheet, or a whole view 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](https://wiring.studio/docs/project-export/#views). ### The printed formboard is not full size 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](https://wiring.studio/docs/formboard-printing/#printing). ## Parts library and import ### The Excel import came back thinner than the spreadsheet 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](https://wiring.studio/docs/design-rule-checks/) show you what is still outstanding; they list every gap the moment the import finishes. See [If an import fails](https://wiring.studio/docs/excel-import/#failures) and [Tips for a clean import](https://wiring.studio/docs/excel-import/#tips). ### The image and description buttons in the library are grayed out 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](https://wiring.studio/docs/parts-library/#images) and [What the AI features are](https://wiring.studio/docs/pricing-and-plans/#ai). ### Scan-to-upload is missing in the desktop app 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](https://wiring.studio/docs/desktop-app/#differences). ## Offline and syncing ### What happens to my changes when I go offline? 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](https://wiring.studio/docs/desktop-app/#offline). ### “Changes can’t be saved in this window” 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](https://wiring.studio/docs/desktop-app/#tabs). ### What actually needs a connection? 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](https://wiring.studio/docs/desktop-app/#offline). ## Account, plans and workspaces ### Moving a project into a shared workspace 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](https://wiring.studio/docs/sheets-and-workspaces/#workspaces) and [Shared projects](https://wiring.studio/docs/collaboration/#projects). ### Every project in my organization is read-only 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](https://wiring.studio/docs/collaboration/#billing) and [Team and organizations](https://wiring.studio/docs/pricing-and-plans/#team). ### I paid, and the app still shows the old plan 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](https://wiring.studio/docs/pricing-and-plans/#upgrading).