Trex^® Deck Designer

Answer: If you are having trouble getting the designer to run, we have found that the majority of issues deal with pop-up blockers. If you run any kind of pop-up blocker, don’t disable it. Rather set it to allow www.diyonline.com. This way it will allow the Designer to open a new window, but continue to block other pop-ups. If you use an internet security program like Norton Internet Security, please disable it and then try to create a design. Be sure and re-enable it when you are done.

Another possibility is that you do not have the current version of Java on your system. You need to have version 1.5 of Java2SE installed on your computer. It is best to download and install this before trying to create a deck design.

To do this:

1. Go to http://java.sun.com/j2se/1.5.0/download.jsp
2. Click “Download JRE 5.0 Update 3” and follow the directions until you see the Windows Offline
3. Close all open browsers.
4. Run the recently downloaded install file
5. Return to the Deck Designer and try to create a new design

Answer: If you have Windows XP Service Pack 2 installed, you will need to set IE to allow pop-ups from trex.diyonline.com.

To do this:

1. Open IE.
2. Click on Tools, Pop-Up Blocker, Turn On Pop-up Blocker. (If you don’t see the Pop-Up Blocker menu under the Tools menu, then you don’t have XP Service Pack
3. Click on Tools, Pop-Up Blocker, Pop-up Blocker Settings.
4. In the text box at the top of that window type trex.diyonline.com and click the Add button. Look at the bottom of that window and see what filter setting the blocker is set for. You may want to set at High so that only the pop-ups you want to see get through.

Answer: You may have conflicting versions of the Java 2 platform running on your computer. In order to check and resolve this problem, please perform the following tasks.

1. Go to http://java.sun.com/j2se/1.5.0/download.jsp
2. Click “Download JRE”
3. Close all open browsers.
4. Run the recently downloaded install file

Answer: In order to run the Deck Designer, you must have the Mac OS X 10.4 or later operating system. See your MAC dealer to obtain the latest operating system. After installing the operating system you will need to download Java.

1. Go to http://www.apple.com/support/downloads/java2se50release1.html and download the J2SE install file.
2. Install Java2SE 5.0.
3. Open your web browser and run the Deck Designer.

If these are not the problems you are experiencing or these do not resolve your issues, please feel free to contact us at deckdesigner@trex.com

Please provide the following information:

1. A complete description of the problem you are having, especially the text of any error messages you received.
2. The operating system and browser you are using.
3. The version of Java you are using.
4. If you would like us to contact you, then include how you would be preferred to be contacted (email or phone), your contact information, and the best time to call.

Answer: Since you have completed the design, you don't have any issues up to that point. The problem lies in the program needing to post the design to the engine server. If it is taking a long time, then some things to check for are:

• Virus Software - Are you running anything like Norton Internet Security or McAfee? If so, consider shutting them down while running the design.
• Firewalls - Are you running any other than what is in XP? They could be blocking the transmission of the design file.
• Volume - Another thing to consider is how many people are trying to send their design at the same time you are. The Trex Deck Designer is gaining a lot of notoriety and as a result gets used a lot more than it used to. So the big key for that is to please be patient. The next screen won't come up until the tool has posted the design to the engine.

Answer: If you are having a problem accessing the Deck Designer and you are running Windows Vista please be sure that your pop-up blockers are disabled. (Click here for instructions on how to disable these and allow the designer to work.)

You may also have a problem with:

• Virus Software - Are you running anything like Norton Internet Security or McAfee? If so, consider shutting them down while running the design.
• Firewalls - Are you running any other than what is in Vista? They could be blocking the transmission of the design file.

Answer: This can be remedied by setting your print driver to print directly to the printer. Do not allow it to spool. To do this:

1. Go to your Control Panel
2. Double click on Printers/Faxes
3. Find your printer and right click on it
4. Choose Properties
5. Click on the Advanced tab
6. In the middle of the page you should see the words, Print directly to the printer. Click it
7. Click OK
8. Try to print your report again

Answer: First, please try refreshing the page. Do this by clicking on the Refresh or Reload button on your browser.

Second, please send an email to deckdesigner@trex.com and include the information that the page tells you -- the error message or even a screenshot of what you see on your screen would be better. That way we can look at it and try to figure out what is happening. Please include the date and time that the problem occurred.

Answer: These decks are designed specifically for the location by a talented TrexPro contractor or by an architect and then built by a trained TrexPro contractor. You will need to contact a TrexPro contractor to determine what materials would be needed for your deck based on the size and design.

Answer: We are always working to incorporate new design features into the Deck Designer, but we will not be able to accommodate every request. Check back periodically to see if the feature you are looking for is available. Otherwise, consider contacting one of our TrexPro contractors who can help you determine materials needed and more.

Questions? For questions about using the Deck Designer, check our FAQs or email: deckdesigner@trex.com For product-related questions, check our FAQs or email: trexdeck@trex.com Questions will be answered within 2 business days.