March 20, 2013

Top Ten Autodesk Software Support Queries: Requests 6-10

On Monday we published the first five of the top ten support requests that come into Ideate Technical support. Today, the long-awaited, highly-anticipated 6-10 requests present themselves for your reading pleasure (and bookmarking reference convenience):

As Support manager here at Ideate we see a lot of general Autodesk cases come in, some of which are repeat questions or issues. Bradley, Ideate’s Technical Support Dispatcher, and I have come up with a list of our top ten.  The first line of support often deals with new Features, Network Licensing setup as well as troubleshooting Installations. Please take a look at the most common issues we see:
  1. Cross Platform Licensing Designating Mac/PC for AutoCAD Autodesk supports a mixture of Operating Systems to run the software as standalone or network on workstations including Windows, Mac OS X and Linux. Complete the Cross-Platform Licensing form to designate the mixture you would like to run. This will allow a download of the preferred version of the software.
  2. Network License of Software Requires a Server Setup The most versatile license type by Autodesk is the Network license. This allows unlimited workstation installations to pull a license when needed from the pool of available seats. This requires the install of a License Manager on a designated Server hosting the license file. The License Manager must be setup before the software on the workstations so it can point to the Server during a Network installation. Use Ideate’s Step by Step Autodesk Network Licensing Guide for help on setting everything up properly.
  3. Installing the Software as Standalone, Network or Trial During installation there are three specific choices to make – either Standalone, Network or Trial. After downloading the software or using media to run the .exe and click Install you are asked to designate the License Type. Standalone only requires the Serial Number and Product Key. Network needs to be able to see the Server that is hosting the license and Trial is a fully functioning version of the software for 30 days that reverts to a viewer after this time. It’s helpful to reference the Autodesk software installation steps with screenshots.
  4. Invalid Serial Number or Product Key During Installation The first issue many of our customers run into is a red X indicating the Serial Number or Product Key is incorrect. The most common mistake is caused by the wrong software or version being installed. Serial Number and Product Key for 2012 is different than the one for 2013 and AutoCAD is a different installation than AutoCAD MEP. Always be sure to download the correct software from Subscription Center or use the correct physical product box. Also, have a look at the Autodesk licensing issues knowledge base.
  5. Downloading the Trial Revit as the All-in-One Version Customers occasionally need access to software immediately and are unable to download software from Subscription Center or the media has not arrived yet. Downloading the trial is a quick and easy way to get the software going and can easily be converted into a full version. The trial download uses the same prompts and can be activated using a valid Serial Number and Product Key for Standalone or Network. The issue with Revit products is that only the Building Design Suite version with the all-in-one features is available. This means you cannot download a trial of Revit MEP or Revit Architecture to activate, it must be from the media or download. Here is a link for the free Autodesk Revit trial.

Derek Wielkopolski
Ideate Technical Support Manager/Application Specialist

Derek holds a Bachelor of Architecture degree from Roger Williams University, Rhode Island. He is experienced working within the AEC industry from concept design through construction administration for both small and large scale projects. As Ideate’s Support Manager he ensures a timely and quality response to support requests and questions. Follow Derek on Twitter: @dwielk

Bradley Cooley
Technical Support Dispatcher

Bradley earned his Bachelor of Architecture degree from the University of Oregon, the Portland, Oregon campus, where his special research and design emphasis was on production facilities including wineries, breweries and distilling. Bradley’s professional experience has a design build services for residential construction and environmental graphics focus. Within his community, he volunteers as a youth athletics coach. As an Ideate tech team member, Bradley provides customer service by phone and online assistance for software installation and functionality. He is based in the Ideate Portland, Oregon office.

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