• What is XTEN-AV?

  XTEN-AV is a cloud-based software platform with artificial intelligence and machine learning to develop AV system designs based on AVIXA published standards and design guidelines. The platform automates audio-visual project design & documentation, according to your specifications and details. With features like X-DRAW, X-DOC, CRM, My Library, and more, XTEN-AV offers an all-around facility for AV designers, system integrators, and sales persons to optimize their projects. XTEN-AV hosts onPopular

• How to Edit Product Information from My Library?

  Overview The Edit Product in My Library feature allows you to quickly update product information and pricing directly from your My Library. You can edit products using either Spreadsheet View for quick inline updates or List View when you need to access and update additional product details. There are two ways to edit a product in My Library: Option 1: Edit a Product Using Spreadsheet View Navigate to My Library from the left navigation panel of the dashboaPopular

• How to create a User Account?

  You can add customer account details as per your requirement. Click on the 'Add Account' button under the 'Accounts' option from the left navigation menu. Once you click on the 'Accounts' button you will navigate to the 'Add Account' page. Here, you can enter the accoPopular

• Can I utilize the Salesforce integration on the basic monthly plan?

  You can access the Salesforce integration on all available plans: Basic, Business, and Premium. Additionally, the Salesforce integration is also accessible during the free trial period. Related Articles How to Connect with Salesforce [How to Sync Salesforce Opportunity with XTEN-AV](https://knowledgebase.xtenav.com/en-us/article/how-to-sync-salesforce-opportunity-witPopular

• What is My Library?

  Learn how My Library helps manage products, pricing, labor, and project resources in XTEN-AV.Popular

• How to add a product to My Library?

  Overview My Library allows you to create and manage custom products that are not available in the XTEN-AV product catalog. Any custom product you create is automatically saved to My Library and can be used in your projects. All the custom products, created by you, are automatically saved in 'My Library'. There are two ways to add products to My Library. Option 1: Add a Product Using Spreadsheet View Navigate to My Library from the left navigation panel of the dashboard. ![](htPopular

• Where I can find list of Brands available on XTEN-AV?

  To view the brands available on XTEN-AV, select Brands from the left navigation menu. You will be able to view the brands categorized into two sections: Sponsors and Dealer Pricing Available For Related Articles [Can I Add Bulk Labor to Brands and Categories?](https://knowPopular

• How to download BOM?

  Go to the design in which you want to download the Bill of Material. Hover your cursor over the Bill of Material then click the** Actions (three dots)** button. After clicking on it, you can view download option, where you caPopular

• What is Trivia & Tutorials?

  In Trivia & Tutorials, you will find all the documentation and webinars to help you better understand the platform and its features. Related Articles How Can I Access the Tutorial I Need Help With? [Where Can I Find Tutorials or Training Materials?](https://knowledgebase.xtenaPopular

• How to change XTEN-AV platform language

  You can change your XTEN-AV platform language by visiting the "My Account" page under your Profile. Under the Language Preference section, click the language drop-down menu and select your preferred language. After selecting the desired language, click Save to apply your changes.Popular

• What kind of drawings can I create and how are they generated?

  You can create Line Schematics, Signal Flow Diagrams, Rack Layouts, Ceiling Speaker Layouts, Front Elevation Diagram, Plates & Panels, and Floor Plans. These drawings are generated automatically by our AI-based algorithms, based on the project specifications entered by you. Related Articles [What is the 'View Design Docs' Button?](https://knowledgebase.xtenav.com/en-us/article/what-is-Popular

• How can I recover my account password?

  Go to the login page ( https://app.xtenav.com/login), click on the Forgot Password button. Enter your registered email. Click on the Send Email button. A reset password link will be sent to your email. Follow the link to recover your password. |Popular

• Where can I view my drawing/line schematics?

  Go to the design in which you want to view your Line Schematics. Hover over the design and click on View Docs option. You will be redirected to the Design Documents page. Hover over the Line schematics card, then click the Eye icon. To view and makPopular

• What is the 'View Design Docs' button?

  On the Search & Add Product Page, you will find the View Design Docs option. Click here to access all the documents such as Bill of Material, Line Schematics, Signal Flow Diagram, Automated Cable Schedule, Automated Ceiling Speaker Layout, Automated Rack Layout, Floor Plans, Proposal and Scope of Work. Once you click on it, it will redirect you to View Design Docs page. ![](httpPopular

• If I cancel my subscription, how long will you store my data?

  Learn how long XTEN-AV stores your project data after subscription cancellation and what options are available.Popular

• How to build your Library using XTEN-AV Library?

  Navigate to My Library from the left navigation panel of the dashboard. You will be redirected to the My Library page. Click the Add Product button to proceed. A pop-up window will appear, allowing you to search for the product in the XTEN-AV Library. ![](https://storage.Popular

• How to generate a Report?

  Learn how to create project, financial, inventory, and activity reports within X-PRO.Popular

• How to download a Scope of work?

  There are two ways to download the Scope of work Method 1: Go to the design in which you want to download the Scope of work. Hover your cursor over the Scope of work then click the** Actions (three dots)** button. Here you can download your Scope of Work in pdf format. **MethodPopular

• How to create a user Contact?

  You can add customer contact details as per your requirements. Click Contacts from the left navigation menu. After clicking on it, Click the Add Contact button. Enter the required details such as Contact Name, Email Address, Phone Number, and other relevant informatioPopular

• Do I get access to all the features in the free trial?

  Yes, the free trial offers access to all the features available on the Business Plan. Once the trial period is over, you will have an option to pay and subscribe to the Business or Basic Plan, depending on your needs. Related Articles How can I Register for a Free Trial How to Upgrade PlanPopular

• How to Raise a Ticket to Report a Bug?

  Learn how to submit support requests, report issues, and get assistance from the XTEN-AV team.Popular

• How to contact a Brand's representative?

  To contact brands available on XTEN-AV, click Brands from the left navigation menu. Under the Sponsors tab, select the brand you wish to contact. Click the Contact icon to view the brand representative’s details. You can also send a message directly to the representative bPopular

• What are system requirements for XTEN-AV ?

  XTEN-AV is a cloud-based platform and everything is hosted on the cloud, you can access it from anywhere using a browser and an internet connection. We recommend that you use the Chrome, Firefox, and Safari browser for the best experience.Popular

• Where can I find Projects created by my team?

  You can view all projects created by your teammates from the dashboard by clicking on the “All Projects” option. Here, you will find all the projects you have worked on. Related Articles Where Can I Find Projects Shared with Me? [How Can I AcPopular

• How to download the Automated Cable Schedule from the design page?

  Go to the design in which you want to download the Automated Cable Schedule. Hover your cursor over the Automated Cable Schedule then click the Action (three dots) button. After clicking on it, you can view download option, wPopular

• Where can I find Projects Shared with me?

  You can view all projects shared with you by clicking the Shared Projects option under Projects in the left navigation menu. Also, you can download all shared project details in .XLS and .PDF formats. Related Articles [How to Share Project with Co-worker](https://Popular

• SSO Using Microsoft Azure on XTEN AV

  Enterprise Introduction Azure Single Sign-On (SSO) is a cloud-based solution that allows users to log in to many apps and services using a single set of credentials. Users don’t need to keep track of several usernames and passwords due to this functionality, which allows them to access apps and services from any location, device, and network. As a result, Azure SSO simplifies the login process and lowers the chance of password-related security breaches. Steps to set up: **Azure Account SPopular

• Which browser is recommended to use XTEN-AV on?

  We recommend that you use Chrome, Firefox, or Safari for the best experience.Popular

• Where I can view the product Specification sheet?

  To view product specifications, select Brands from the left navigation menu. Under the Sponsors tab, click the brand name for which you want to view product specifications. Use the search bar to find the product, then click the Info (i) icon to open the product specificatioPopular

• How to Delete product from My Library?

  Method 1: Deleting the product from Spreadsheet View From the dashboard, click My Library in the left navigation menu You will be redirected to My Library. Use the search option to find the product. Select the product and click the Delete icon to remove it from your library. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdae6433963000/image-1_mszbixPopular

• How to Show and Hide default Zip Documents?

  Click Settings from the profile menu in the top-right corner of the page. Click on the Download Zip Settings option from the left side of the menu Choose the documents you want to include in the ZIP file, then click Save to apply your changes. ![](https://storage.crisPopular

• How can I schedule a Report?

  You can schedule a report from the dashboard by clicking on the Reports tab in the left navigation menu. Under the Scheduled Reports section, click the Schedule New Report button. Select the desired file format, date range, and report type according to your rePopular

• What is Specification Search?

  The Specification Search tool allows you to search for product models based on their category and brand name. Navigate to the dashboard and click Specific Search under AV Tools in the left navigation menu. Select the Category and Brand name for which you want to view the specification. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdae6433963000/doPopular

• How to Invite a User Using SSO Login on XTEN-AV Platform?

  Learn how to add and manage users through single sign-on authentication.Some readers

• Update card details

  To update your card details, follow the steps below: Access My Account Click on My Account from your profile menu. Update Card Details Navigate to the Billing & Card Information tab. Click the Update Card Details button. **Enter and Save Card InformatSome readers

• How to Configure SSO in Superadmin account on XTEN-AV Platform?

  Learn how to enable single sign-on (SSO) and improve user authentication and security.Some readers

• How to add user on Azure application for XTEN-AV Platform SSO?

  Description: Before inviting a user to the XTEN-AV platform using Single Sign-On (SSO), the Superadmin must first add the user to the Azure application. Follow the steps below to add users: Step 1: Accessing User Management in Azure: Click on the Users option under the Users section in the Azure portal. Step 2: Creating a New User: Click on the New user optionSome readers

• Global Search

  You can search and access your projects, designs and proposals from the Search option in the top navigation menu. Click on the search bar option. Here, you can search and open your project, design, and proposal directly from the top navigation bar menu. To search for projects, designs, and proposals, you need to enter first three letters of their names. You can view your results by clickingSome readers

• How to Access the XTEN-AV Mobile App?

  We’re excited to announce that the XTEN-AV mobile application is now officially available for download on both major platforms: Google Play Store – For Android users Apple App Store – For iOS/Apple users For your convenience, we’ve included screenshots below to help you easily locate and download the app. Download the XTEN-AV app today and enjoy a seamless, on-the-go experience!Few readers

• What Is the Difference Between X-DRAW, X-DOC, and X-PRO?

  Compare XTEN-AV's core products and learn how each supports AV design, documentation, and project management.Few readers

• Exported DWG file appear blank in AutoCAD

  The warning message shown in AutoCAD is a standard notification that appears when a DWG file is generated by a Non-Autodesk Application. Since the file is exported from XTEN-AV, AutoCAD may display this message, but it does not indicate a problem with the file. Regarding the blank drawing, this is related to layer visibility in AutoCAD. DWG files exported from XTEN-AV contain four layers: 0 – Base layer H – Helper layer used during drawing generation P – Product blocksFew readers

• How to edit product from My library?

  Overview The Edit Product in My Library feature allows you to quickly update product information and pricing directly from your My Library. You can edit products using either Spreadsheet View for quick inline updates or List View when you need to access and update additional product details. There are two ways to edit a product in My Library: Option 1: Edit a Product Using Spreadsheet View Navigate to My Library from the left navigation panel of the dashboaFew readers

• What is Combined library, XTEN-AV, and My Library?

  In XTEN-AV, we have three types of libraries, which are listed below: Combined Library XTEN-AV Library My Library Each section below clearly explains what the library is, how it works, and its key features. Combined Library The Combined Library is a collection of products from both the XTEN-AV Library and My Library. It includes items listed by XTEN-AV as well as products added to My Library. ![](https://storage.crisp.chat/users/helpdesFew readers

• What should I do if I'm not receiving SMS or email for 2FA login?

  If you are not receiving SMS or email for 2FA login, please contact our chat support or email us at support@xtenav.com. You can also contact your designated CSM for the same.Few readers

• What we can view on Dashboard?

  The XTEN-AV dashboard provides a centralized overview of your work and projects. It includes Xavia AI features, a project funnel to track stages and values, recent work for quick access to designs, a proposal stages summary, and a recent activity feed to monitor team updates. The left navigation panel allows easy access to different modules and tools, helping you manage projects efficiently from one place. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdFew readers

• Where can I find training resources to use XTEN-AV effectively?

  You can find training resources to use XTEN-AV effectively in the following places: Method 1: You can watch our videos and tutorials to better understand the use of the platform in Trivia & Tutorials. From the dashboard, navigate to the Help section and select Trivia and Tutorials. Once you click on it, you will be redirected to the Trivia page, where you canFew readers

• Does XTEN-AV support importing Opportunities/ Projects data from external platforms?

  Yes, you can import your Opportunities/ Projects data from external platforms into XTEN-AV. Please follow the steps below: Click on Settings from the profile section at the top-right corner. Once you click on it, you will find the Import Data option under the Data Management tab. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdae6433963000/image_1dvw75c.pngFew readers

• How can I delete an account?

  Learn how to permanently remove your XTEN-AV account and understand data retention policies.Few readers

• What should I do if I'm having trouble communicating my issue to support?

  If you're experiencing difficulty explaining your issue to the Support Team, follow the steps below to ensure faster and more accurate assistance. Provide Clear Details Project name (if applicable) A brief description of the issue The exact error message (if any) When the issue started Attach Screenshots or Screen Recordings Visual references help the support team better understand the issue. Make sure the screenshots clearly show: The full screen Any error messages TheFew readers

• How can I disable the AI feature in XTEN-AV to prevent it from disrupting my drawings?

  Learn how to turn off AI-assisted design features and maintain manual control over your drawings.Few readers

• How can I create a ceiling speaker layout without creating an X-DRAW design?

  You can create the ceiling speaker layout. Please follow the steps below to create a ceiling speaker layout. Click on the menu icon located in the top-left corner of the screen. From the navigation panel, select the AV Tools option under Tools & Support. Then, click on the Ceiling Speaker Layout to proceed. Once you click on it, you will be redirected to the **CeilingFew readers

• Can I restore a design I accidentally deleted from my project?

  To restore the design, you can contact our chat support or email us at support@xtenav.com. Kindly share the name of the design, and our team will review the request. If restoration is possible, they will proceed accordingly.Few readers

• How can I access the tutorial I need help with?

  You can find tutorial to use XTEN-AV effectively in the following places: Trivia & Tutorials: You can watch our videos and tutorials to better understand the use of the platform in Trivia & Tutorials. From the dashboard, navigate to the Help section and select Trivia and Tutorials. Once you click on it, you will be redirected to the Trivia page, where you can find aFew readers

• What should I do if I can't schedule a demo on the XTEN AV site?

  Learn how to troubleshoot demo scheduling issues and connect with the XTEN-AV team.Few readers

• Can I recover my project after my account was restored?

  Learn how to access and recover project data after restoring your XTEN-AV account.Few readers

• What is the difference between accounts and contacts on XTEN-AV?

  Accounts represent the customer organizations you work with. An Account serves as the primary customer record where company details are stored and managed. Contacts are the individual people within that organization. These are the people you connect with for coordination, approvals, scheduling, or purchasing. One Account can include multiple Contacts. Accounts and Contacts are linked, so each Contact stays connected to the right customer record. **Let’s understand through some examplFew readers

• Where can I find the right projector for my project?

  You can find the right projector based on your requirements. Please follow the steps below to determine the right projector. Click on the menu icon located in the top-left corner of the screen. From the navigation panel, select the AV Tools option under Tools & Support. Then, click on the Projector Brightness Calculator to proceed. Once you click on it, you will beFew readers

• How can I change the order of items on my BOM?

  As per the current functionality, you cannot change the order of items directly in the BOM. However, while editing the proposal, you can change the order of items from the Rooms and Items section. Kindly follow the steps mentioned in the article to change the order of item in proposal BOM: [https://knowledgebase.xtenav.com/en-us/article/how-to-re-order-items-in-rooms-items-section-1n336s9/](https://knowledgebase.xtenav.com/en-us/article/how-to-re-order-items-in-rooms-items-section-1n33Few readers

• Can I choose an appropriate labor spelling?

  You can change the spelling of Labor from the platform settings for both the X-DOC and X-PRO modules. For X-DOC module Click on the profile icon in the top-right corner. From the menu that appears, select Settings. You will be redirected to the Settings page. Click on x.doc Settings, then select Labor Settings. ![](https://storage.crisp.chat/users/helpdeFew readers

• Can I add an Internal code to a product?

  To add an internal code to a product, you first need to add the product to My Library. Once added, you will be able to edit the product, and the changes will be visible in My Library. Navigate to the My Library option from the dashboard. On the Library page, use the product search option to find the item, then click the Edit button next to item name. ![](https://storage.cFew readers

• Can I add bulk labor to brands and categories?

  Discover how to apply labor settings across brands and categories in XTEN-AV to save time and standardize pricing.Few readers

• How to Revoke Approver Role from User?

  Learn how to revoke approval permissions and manage user access within your organization.Few readers

• How to Upload Bulk Products in My Library?

  Learn how to import large product catalogs and streamline AV project creation.Few readers

• What should I do if some products in my uploaded BOM are not available in the XTEN library?

  When you upload the BOM, XAVIA AI will automatically fetch the data from the file. Once you confirm, the BOM will be uploaded. If the product is available in the XTENAV library, the platform will use the existing data. Otherwise, a new product will be created in the My Library section of your account. Additionally, you can request update the product list in your My Library by reaching out us via chat or by emailing support@xtenav.com.Few readers

• What is the ideal throw distance for a projector?

  You can find the ideal throw distance for a projector based on your requirements. Please follow the steps below to determine the ideal throw distance for a projector. Click on the menu icon located in the top-left corner of the screen. From the navigation panel, select the AV Tools option under Tools & Support. Then, click on the Projector Throw Calculator to proceed. OFew readers

• What information I am getting if downloading the products from My library?

  Learn what information is included when exporting products from your XTEN-AV library.Few readers

• Can I mass delete all accounts and contacts from my account?

  Mass deletion of all accounts and contacts in a single action is not currently supported. To remove accounts or contacts, you will need to delete them individually from the Accounts or Contacts section. If you want to delete them, you can follow the steps provided in this article for your reference: https://knowledgebase.xtenav.com/en-us/article/how-to-delete-user-and-transfer-their-data-y9ylzk/ Important: Deleted records may not be recoverable. Please ensure you have a backup bFew readers

• How can I resolve the errors when adding missing port information?

  If you encounter errors while adding products due to missing port information, please follow these steps: Navigate to the My Library option from the dashboard. On the Library page, use the product search option to find the item, then click the Edit button next to item name.Few readers

• How can I create a Rack design without creating an X-DRAW design?

  Learn how to generate rack layouts in XTEN-AV without creating a complete AV schematic first.Few readers

• How can I edit client account details?

  Learn how to manage and edit client account details for improved project organization.Few readers

• How can I delete a contact?

  Learn how to remove client and business contacts from your XTEN-AV account.Few readers

• How can I change my subscription from annual to monthly?

  To change your subscription from annual to monthly, you need to contact our chat support or email us at support@xtenav.com. You can also contact your designated CSM for the same.Few readers

• How can I share a contact with other users?

  Learn how to share contacts across users and improve collaboration within your organization.Few readers

• I am encountering an error while exporting the drawing. What should I do?

  If you are facing an error while exporting the drawing, try clearing your browser cache and check your internet connectivity, then attempt the export again. Alternatively, you can use the Print option in the X-DRAW editor to export the drawing in PDF format. For more details, refer to this guide: https://knowledgebase.xtenav.com/en-us/article/how-to-export-a-large-drawing-as-a-pdf-1py0pok/ IfFew readers

• How can I update my Phone number

  Learn how to change and manage your contact information within your XTEN-AV account.Few readers

• What should I do if I encounter a server error while starting a design?

  If you face a server redirect error while starting a design, please follow the steps below: Refresh the page and clear your browser cache and cookies, then try again. If the issue persists, please contact our Chat Support or email us at [support@xtenav.com] with the following details so our team can investigate further: URL of the design page Design name Screenshot of the error Screen recording of the error (if possible)Few readers

• Can I Add a Part number to a Product?

  Learn how to assign part numbers to products in XTEN-AV for accurate inventory, BOM management, and documentation.Few readers

• How can I regain access to my locked account and upgrade my plan?

  To regain access to your account, you can contact our chat support or email us at support@xtenav.com.Few readers

• Does the Xten-AV Platform Integrate with Xero Accounting Software?

  Learn how XTEN-AV integrates with Xero accounting software to streamline financial management and project workflows.Few readers

• How can i change my email?

  To change the email address associated with your account, please raise a ticket by emailing support@xtenav.com or contact our support team directly via chat. Once the request is received, your email address will be updated within 24 hours.Few readers

• What should I do if my users cannot log in and I can't delete their accounts?

  In case you are unable to delete the user's account or the user is unable to log in, you need to contact our chat support or email us at support@xtenav.com. You can also contact your designated CSM for the sameFew readers

• Can I purchase X-Pro by itself?

  X-Pro is an add-on feature of XTEN-AV and cannot be purchased separately. To access X-Pro, you must first purchase a basic subscription of XTEN-AV. Once you have an active base subscription, you can then upgrade by adding X-Pro as an add-on feature. For more details on how to upgrade your plan, please refer to the following link: https://knowledgebase.xtenav.com/en-us/article/how-to-upgrade-plan-wlcru8/ You canFew readers

• How to download all products form My library?

  Learn how to download your complete product library for backup, reporting, and data management.Few readers

• How can I share my account with other users?

  Learn how to provide access to team members while maintaining account security and permissions.Few readers

• Does XTEN-AV support importing contact data from external platforms?

  Yes, you can import your contact data from external platforms into XTEN-AV. Please follow the steps below: Click on Settings from the profile section at the top-right corner. Once you click on it, you will find the Import Data option under the Data Management tab. Click on tFew readers

• How can I edit client contact details?

  Learn how to update client contact information and maintain accurate project records.Few readers

• How can I automatically generate a proposal from a floor plan that already includes products?

  To generate a proposal from a floor plan, you first need to complete the design using that floor plan. Please refer to the Link below for step-by-step instructions on how to create a design with a floor plan: https://knowledgebase.xtenav.com/en-us/article/how-to-create-x-draw-design-with-floor-plan-8aspmu/ Once the design is created and all required products are added, these products will automatically be captured in the Bill of Materials (BOM). The BOM acts as a summary of all items inclFew readers

• How can I find which brands are available in your library before signing up?

  To find out which brands are available in the XTEN-AV library, you can contact our chat support or email us at support@xtenav.com.Few readers

• Can I delete specific brand products to My library?

  Learn how to manage your product library by deleting unwanted brand products in XTEN-AV.Few readers

• Can I add products to My device library if they are not already included?

  Overview My Library allows you to create and manage custom products that are not available in the XTEN-AV product catalog. Any custom product you create is automatically saved to My Library and can be used in your projects. All the custom products, created by you, are automatically saved in 'My Library'. There are two ways to add products to My Library. Option 1: Add a Product Using Spreadsheet View Navigate to My Library from the left navigation panel of the dashboard. ![](htFew readers

• Can I see some features of XTEN-AV before signing up for a trial?

  Discover available XTEN-AV features and product capabilities before signing up for a free trial.Few readers

• What should I do if I have a question about my design?

  If you have a question about your design, you can reach out to our support team for assistance. You can contact us through the chat support option available on the platform or send an email with your query to support@xtenav.com. Our team will review your request and provide the necessary guidance to help resolve your issue.Few readers

• Where can I find the appropriate screen size for my requirement?

  You can find the appropriate screen size based on your requirements. Please follow the steps below to determine the ideal screen size. Click on the menu icon located in the top-left corner of the screen. From the navigation panel, select the AV Tools option under Tools & Support. Then, click on the Screen Size Calculator to proceed. Once you click on it, you will be reFew readers

• What are the benefits of using automation in XTEN-AV?

  Automation in XTEN-AV streamlines AV design, documentation, and project workflows by minimizing manual effort, improving accuracy, and ensuring consistency. It enables teams to work more efficiently while maintaining high-quality deliverables. Key Benefits 1. Time Savings: Automates repetitive tasks such as BOM generation, proposal creation, documentation formatting, and design standardization. 2. Improved Accuracy: Reduces risks of manual entry errors, pricing inconsistencies, anFew readers

• How do I create and reuse custom products?

  Learn how to build custom product libraries and reuse products across multiple AV projects.Few readers

• What should I do if something is not working correctly?

  Overview: If you experience an issue, follow these basic troubleshooting steps to quickly resolve common problems. Refresh: Reload the page. Check Your Internet Connection: Make sure you have a stable Internet connection. Clear Cache or Browser Data: Clear your browser cache or try a different browser. We recommend using Google Chrome, Mozilla Firefox, or Safari for the best experience. Contact Support: If the issue continues, reach out to support with screenshots or erroFew readers

• Why are the products in my library not showing up in the Rack Builder tool?

  Note: Products saved in "My Library" will not be available in the Rack Builder tool. Only products from the XTEN-AV Library are supported and will appear in the Rack Builder. This means that any custom or user-added items in "My Library" cannot be used while building racks. To use a product in the Rack Builder, please ensure it exists in the official XTEN-AV Library. Related Articles [How Can I Create a Rack Design Without Creating an X-DRAW Design](https://knowledgebase.xtenav.com/en-uFew readers

• What types of data can currently be imported from external platforms into XTEN-AV?

  Currently, XTEN-AV supports importing the following types of data from external platforms: Opportunities/ Projects Accounts Contacts Products Users can upload and migrate this data into XTEN-AV using supported file formats such as CSV and XLSX through the Import Data feature available in the platform settings. To import Opportunities/ Projects: [https://knowledgebase.xtenav.com/en-us/article/does-xten-av-support-importing-projects-data-from-external-platforms-1mdm8la/](https://knowFew readers

• Does XTEN-AV support importing account data from external platforms?

  Yes, you can import your account data from external platforms into XTEN-AV. Please follow the steps below: Click on Settings from the profile section at the top-right corner. Once you click on it, you will find the Import Data option under the Data Management tab. Click on tFew readers

• What should I do if I can’t find a product in the library?

  Learn how to locate missing products and manage product libraries more effectively in XTEN-AV.Few readers

• What are the first steps after logging into my account?

  Learn the first steps to set up your account, create projects, and start designing AV systems in XTEN-AV.Few readers

• Is there a guided way to learn the platform while working on a project?

  You can access helpful training resources to get started with XTEN-AV in the following way: Method 1: Explore step-by-step videos and tutorials available under Trivia & Tutorials to better understand how to use the platform. Simply go to your dashboard, open the Help section, and select Trivia & Tutorials to begin learning. Once you select this option, you’ll be taken tFew readers

• How can I recover a deleted design or project?

  To recover the deleted design or project, you need to contact our chat support or email us at support@xtenav.com. Kindly share the name of the design or project, and our team will review the request. If restoration is possible, they will proceed accordingly. Related Articles How Can I Contact Support for Help? [How to Raise a Ticket to RFew readers

• Does XTEN-AV support importing Products data from external platforms?

  Yes, you can import your product data from external platforms into XTEN-AV. Please follow the steps below: Click on Settings from the profile section at the top-right corner. Once you click on it, you will find the Import Data option under the Data Management tab. Click on tFew readers

• Can I duplicate a design and modify it for another project?

  Overview Yes, you can reuse an existing design by duplicating it and then modifying it as per your new project requirements. Please follow the steps to duplicate a design. Go to the design you want to replicate. Hover over the design, click the three-dot menu (⋮), and select Replicate Design Enter a name for the replicated design and choose the project where you want to copy it.Few readers

• Can I upload my own products or equipment list?

  Learn how to import your own products and equipment lists into XTEN-AV for faster project creation.Few readers

• What happens after exceeding the maximum OTP attempts during 2FA login?

  Objective During the Two-Factor Authentication (2FA) login process in XTEN-AV, users must enter a valid One-Time Password (OTP) to securely access their account. If a user enters an incorrect OTP multiple times and exceeds the maximum allowed verification attempts, the login verification process will be automatically disabled for security reasons. What Happens After Multiple Failed OTP Attempts? The system monitors unsuccessful OTP verification attempts to help protect user accountsFew readers

• Is dealer pricing available during the free trial?

  During the free trial, dealer pricing is not available. The free trial provides access to the core platform features so you can explore design, BOM creation, and proposal workflows, but live dealer integrations and real-time pricing from distributors are not included. Dealer pricing and real-time pricing integrations are typically part of the paid plans where external integrations such as supported dealer portals can be enabled. If you require access to dealer pricing, you would need to upgradeFew readers

• Where can I find tutorials or training materials?

  Objective In XTEN-AV, you can access learning resources directly within the platform to help you get started and improve your workflow. The main resources available are Trivia and Tutorials. From the dashboard, navigate to the Help section and select Trivia and Tutorials. Trivia The Trivia section offers quick tips and bite-sized learning content within the platform.Few readers

• How can users update billing information in XTEN-AV?

  Objective Users can update their billing information directly from the Billing & Card Information section in XTEN-AV. Keeping billing details updated ensures uninterrupted subscription renewals and accurate payment processing. Step-by-Step: How to Edit Billing Information Click on your Profile Name in the top-right corner and select My Account. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdae6433963000/my-account_1tu2d9r.Few readers

• What should I do if I encounter an error while exporting files?

  If you encounter an error while exporting the files, kindly follow the steps below. Refresh: Reload the page. Check Your Internet Connection: Make sure you have a stable Internet connection. Clear Cache or Browser Data: Clear your browser cache or try a different browser. We recommend using Google Chrome, Mozilla Firefox, or Safari for the best experience. Contact Support: If the issue continues, reach out to support with screenshots or error details. You can email us at [**sFew readers

• How to Correct Company Details on Generated Invoices

  Objective You can update the company details displayed on generated invoices through the Billing & Card Information section in XTEN AV. Step-by-Step: How to Edit Billing Information Click on your Profile Name in the top-right corner and select My Account. Under the Billing & Card Information tab, click on *Edit Billing Information.Few readers

• How can I contact support for help?

  Currently, XTEN-AV provides both chat and email support for users. For chat support, simply click on the icon located in the bottom-right corner of the screen. screenshot below for reference: For email support, you can reach us at support@xtenav.com. Related Articles [What Should I Do If I'm Having Trouble Communicating My Issue to Support?](https://knowledgFew readers

• How to Cancel Only the X-PRO Add-On Subscription

  Objective Users can cancel only the X-PRO add-on subscription directly from the Account Settings page without affecting their main XTEN AV subscription plan. Steps to Cancel X-PRO Subscription Click on your Profile Name in the top-right corner and select My Account. Locate the ADD-ON section on the right side of the page, review the X-PRO subscrFew readers

• Which languages are supported in XTEN-AV and how can users change language preferences?

  Objective XTEN-AV allows users to customize your language preferences directly from the account settings. Users can select their preferred language from the available supported languages in the Language Preference section. Steps to Change Language Preferences You can change your XTEN-AV platform language by visiting the My Account page under your profile icon. ![](https://storage.crisp.chat/users/helpdesk/website/-/e/3/c/d/e3cdae6433963000/my-account_18g7t93Few readers

• Can users with existing XTEN-AV accounts join another organization?

  Overview Yes. Users with an existing XTEN-AV account can be added to or become part of another organization, depending on how access and user management are configured by the organization's administrator. Need Assistance? If you need help adding an existing user to another organization or have questions about organization access, please contact our support team: Chat Support Email: Support@xtenav.comFew readers

• Where can users edit personal profile details in XTEN-AV?

  Overview You can easily update your personal details such as name, password, and other profile information from My account settings. Steps to Edit Personal Details From the XTEN-AV dashboard, click on your profile icon located on the right side of the screen, then select the My Account option. In the My Account menu, click on the Edit optionFew readers

• Can user data be transferred without deleting the original account?

  If you would like to transfer data without deleting the original account, please contact XTEN-AV Support. You can reach our support team via email or live chat for assistance. For email support, please contact us at support@xtenav.com. When submitting your request, please provide: The full name of the user whose data needs to be transferred. The email address associated with the account. Clear instructions specifying the destination account (name and email adFew readers

• Should currency symbols be included in dealer pricing uploads?

  In XTEN-AV, currency symbols should not be included in dealer pricing uploads. Pricing values must be entered as plain numeric data (for example, 1000 instead of $1000) to ensure the system correctly processes and maps the values during import. Including currency symbols may lead to formatting errors or failed uploads, as the platform expects clean numerical inputs for accurate pricing calculations and data consistency. Related Articles [How to Upload Dealer Pricing](https://knowledgFew readers

• How do I add a vendor in the XTEN-AV platform?

  Overview You can add a new vendor in XTEN-AV to maintain your vendor database for purchase orders and procurement activities. Once a vendor is created, it will be available for use when creating purchase orders. From the Dashboard, click Vendors from the left-side navigation menu. On the Vendors page, click Add Vendor in the top-right corner. ![](https://storage.crisp.cFew readers

• Where can users quickly view account name, role, and email details?

  Users can access the quick view of name, role and email form Profile section by clicking the Profile icon located in the top-right corner of the dashboard. Related Articles Where Can Users View Their Organization’s Active Subscription Plan DetailsFew readers

• How do I edit a vendor in the XTEN-AV platform?

  Overview You can edit an existing vendor in XTEN-AV to update their contact information, address, group assignments, or other vendor details. From the Dashboard, click Vendors from the left-side navigation menu. Locate the vendor you want to edit from the vendor list. Click the settings icon next to the vendor. ![](https://storage.crisp.chat/users/helpdesk/website/-/eFew readers

• How do I delete a vendor in the XTEN-AV platform?

  Overview You can delete a vendor in XTEN-AV if it is no longer required in your vendor database. Deleting a vendor removes it from the vendor list and it will no longer be available for selection in future purchase orders. From the Dashboard, click Vendors from the left-side navigation menu. Locate the vendor you want to delete from the vendor list. Click the **settings icFew readers

• How do I open a Project and review its details on mobile app?

  Overview The Project Details page in the XTEN-AV mobile app provides an overview of a selected project. From this page, you can review key project information and access the associated designs and documents. Open the XTEN-AV mobile app and navigate to the X-DRAW section. The Projects page will open, displaying all the projects you have access to. ![](https://storage.criFew readers

• How to Switch Between List View and Spreadsheet View in My Library

  Overview The My Library View feature allows users to switch between Spreadsheet View and List View when managing their products. Spreadsheet View provides a convenient way to view and update product information in a spreadsheet-style format, while List View provides a more structured view of individual products and their details. You can switch between Spreadsheet View and List View in My Library based on how you want to view and manage your products. Navigate to My Library from theFew readers

• How do I submit feedback?

  Overview XTEN-AV values user feedback and continuously works to improve the platform experience. Users can share suggestions, feature requests, or feedback to help the product team understand user needs and identify areas for improvement. From the dashboard, navigate to the Help section and select Support & Feedback. Once you click on it, you will be redirected to the **SuppoFew readers