IMAGINiT Technologies Support Blog

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There you'll find many of our older posts, as well as on-demand webcasts, video tips, ideas for future improvement, and more. 

Content from our amazing technical team will continue! We hope you’ll join us: https://resources.imaginit.com/support-blog.

Design Review Fails to Open DWG Files

By: Heath White | SR. MFG Support Specialist

Issue:
When attempting to open a DWG file in Autodesk Design Review nothing happens and there is no error shown. The image below is what you would see, and the Open command remains available. Other file types open without issue.

Causes:
Design Review by itself cannot process DWG files. It requires an installation of DWG TrueView to process DWG files. The other piece of the puzzle is the fact that for this to work, you not only have to install DWG TrueView, but it must be the same version as your Design Review installation.

Autodesk has not released a new version of Design Review since 2018, which many users are not aware of. That means that to have the capability to open DWG files inside of Design Review, you will need to install DWG TrueView 2018.

Solution:
Autodesk has several KB articles regarding this issue, however, several of the articles involve extensive troubleshooting steps that in many cases are not necessary to resolve this issue. We encourage you to try this simple fix prior to attempting the more complex solutions.

Download the version of DWG TrueView that is the same version as your installation of Design Review. In most cases this will be DWG TrueView 2018. If you have an older version of Design Review, you can download previous versions of DWG TrueView from the following link:

https://knowledge.autodesk.com/support/dwg-trueview/learn-explore/caas/sfdcarticles/sfdcarticles/Where-to-download-previous-versions-of-DWG-TrueView.html

System Requirements for DWG TrueView 2018:

https://knowledge.autodesk.com/support/dwg-trueview/learn-explore/caas/sfdcarticles/sfdcarticles/System-requirements-for-Autodesk-DWG-TrueView-2018.html

If you have downloaded and installed the compatible version of DWG TrueView and this did not resolve the issue or if your issue involves crashing, please see the following articles for advanced troubleshooting steps:

https://knowledge.autodesk.com/support/dwg-trueview/learn-explore/caas/sfdcarticles/sfdcarticles/How-to-open-a-DWG-file-in-Design-Review-with-DWG-TrueView-2015.html

https://knowledge.autodesk.com/search-result/caas/sfdcarticles/sfdcarticles/Design-Review-does-nothing-when-a-DWG-file-is-selected-to-open.html

If you are using a much older version of Design Review (i.e. DR 2013), please see the following article for additional resources:

https://knowledge.autodesk.com/support/dwg-trueview/troubleshooting/caas/sfdcarticles/sfdcarticles/Cannot-open-a-DWG-file-in-Design-Review.html

Warning! Problems caused by improperly editing the Windows registry could render your computer/operating system unusable. Microsoft provides a wealth of critical information that you need to know about the registry in the Microsoft Knowledge Base. Use the Microsoft® Registry Editor only at your own risk and only after backing up the registry as well as the system.dat and user.dat files as outlined for your operating system in the Microsoft Knowledge Base. Additional information about the registry is also contained in the Help topics in the Microsoft Registry Editor.

When connecting to Vault, "could not find the Data Management Services on" error appears and standard troubleshooting steps do not resolve the issue.

By: Heath White | SR. MFG Support Specialist

Issue:

The "could not find the Data Management Services on" is a relatively common error that can affect all levels/versions of Vault.  There are multiple articles regarding this error and the steps you can take to resolve it, however, there may be times when the standard troubleshooting steps do not resolve the issue.

Reference: https://knowledge.autodesk.com/support/vault-products/troubleshooting/caas/sfdcarticles/sfdcarticles/could-not-find-the-Data-Management-Services-on.html

The case that brought this issue up was in a replicated environment with the subscriber returning the error shown above when users attempted to access the subscriber. 

After confirming that ADMS was accessible, IIS was running, SQL Agent was running, etc., no other obvious issues presented.  The only indication on the server that there was anything wrong, was provided by the Server Diagnostic Tool.  This tool indicated the following error:

"ASPX file failed to run at URL: http://localhost:80/TestASP/TestASPNet.aspx"

The standard troubleshooting steps to resolve that error did not correct the problem, nor did the additional steps indicated in the following article:

https://knowledge.autodesk.com/support/vault-products/troubleshooting/caas/sfdcarticles/sfdcarticles/Error-ASPX-file-failed-to-run-at-URL-http-localhost-80-TestASP-TestASPNet-aspx-during-Vault-Server-installation-pre-checks.html

Solution:

The steps required to resolve this issue are as follows:

1. Bring up the IIS Manager

2. Right Click on each of the App Pools indicated above and choose “Advanced Settings”, as shown below

3. For each Application Pool change the “Load User Profile” setting to “True” if it is not already set

These steps corrected the issue in this situation when no other steps provided a resolution.  I hope this gives you one more troubleshooting tool when working with Vault and network communications.

Special thanks to Josh Ferrell for bringing this to our attention along with the resolution.

BIM 360 – Cost Management recipient greyed out

By: Roger Weires | Applications Expert 

Issue: BIM 360 Cost Management, clicking on a line item to change the recipient, but the button is greyed out.

Causes: That is not a button. The box is letting you know that you do not have any recipients for this document.

Solution:

1. Go back to just the line items, as shown below.
2. Right-click where the “red” arrow is (Still in-line with the item).
3. Click “Generate Document”
4. A Generate Document screen will appear.
5. Then you can add a “Recipient”

If you require customer to edit the registry, add this prior to the steps:

Changing Autodesk Default Download Preference

By: Heather Volk - IMAGINiT Technologies Technical Support

Steps:
1. Sign into your Autodesk.com account. (manage.autodesk.com)
https://manage.autodesk.com/

2. Go to the “All Products and Services” section.

3. In the upper right-hand corner, click on the “gear” icon to access download preferences.

4. The download preference window opens to display three options:

5. Select either of the “Support Approved” methods and click save.

**Note: IF you choose browser download, make sure the pop-op blocker is turned off to get all parts of the download. **

Result:
The next time you download a new product it will already be set to the correct preference!

Why Train with IMAGINiT?

Troubleshooting Autodesk Software Install Failure

Issue:
Your Autodesk software failed to install and would like assistance from IMAGINiT Technologies to troubleshoot.

Causes:
Common errors are due to anti-virus, lack of admin rights, and using the Install Now option to install from your Autodesk account.

Solution:
It is very helpful for our support representatives to have a copy of your installation log files along with a system NFO file. These documents may help determine what caused your Autodesk install to fail.

1. Open File Explorer and type %temp% into the address line to access your temp folder.

Sort the by Date Modified and look for log files. There may be many log files besides the Setup.log.

Copy all associated log files so they can be sent over to be reviewed.

2. A copy of your system NFO file may also provide needed information about your system that could help troubleshoot your installation problem or performance issue.

Go to Windows Start and type MSINFO32.

When System Information opens, go to File and Save the System Information file.

Once you have a copy of the installation logs and your System Information (NFO) then please send this information, along with a detailed description of what program you are installing and the problem you are experiencing, over to our support department.

How to change the Contract Manager, Primary/Secondary Admins and Software Coordinator

The Autodesk Account website is where you manage your Autodesk subscriptions, assign users software seats and cloud service.

Only Contract Managers, Primary/Secondary Admins (single-user only) or Software Coordinators (multi-user only) can manage users.
• Contract Manager: Can assign Primary/Secondary admins and Software Coordinators. Manages contract billing.
• Primary and Secondary Admins (single-user only): Initially added by the Contract Manager and later by any Primary/Secondary Admins.
• Software Coordinators (multi-user only): Assigned per serial number by the Contract Manager.

To add account administrators or change roles see below.

What is a Contract Manager

1. The main point of contact on an Autodesk subscription contract.
2. Manages contract renewal and billing.
3. Can assign Software Coordinators or Primary/Secondary Admins.

For more information on Contract Managers:
https://knowledge.autodesk.com/customer-service/account-management/users-software/classic-user-management/contract-managers

What is a Software Coordinator

Multi-User licenses: Assigns access to software and services.
2. Can generate a network license file and download software.
3. There can be multiple Software Coordinators but only one per multi-user serial number.

For more information on Software Coordinators:
https://knowledge.autodesk.com/customer-service/account-management/users-software/classic-user-management/software-coordinators

What are Primary/Secondary Admins

Primary Admin
1. Single-User licenses: Manages user’s access to software.
2. Can assign Secondary Admins or change the Primary Admin (and become a Secondary Admin).
3. There can only be one Primary Admin per account.

For more information on Primary Admins:
https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/primary-admins

Secondary Admins
1. Single-User licenses: Manages user’s access to software.
2. Can assign additional Secondary Admins or change the Primary Admin.
3. There can be multiple Secondary Admins.

For more information on Secondary Admins:
https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/secondary-admins

How to change Primary or Secondary Admins

Primary and Secondary Admins can only be changed in Autodesk Account by the Contract Manager or another Primary/Secondary admin.

1. Sign in to Autodesk Account.
2. Go to User Management > By User in the left navigation menu.
3. Select the user.
4. Click on Change role.

5. Select Primary or Secondary admin.
6. Click Save.

How to change the Contract Manager or Software Coordinator

To change the Contract Manager (per Contract) or Software Coordinator (per Serial Number).

Use the forms located here:
Change Contract Manager
Change Software Coordinator

Use AVA (Autodesk Virtual Agent):
• Sign in at the top right using your Autodesk Account login and password.
• In the response field at the bottom type in ‘change contract Manager’ or ‘change software coordinator’.

Change Contract Manager - for a contract

• Enter in your Contract number and current Contract Manager’s email address. Click ‘Next’.
• Enter in the new Contract Manager’s first, last name and email address.

Change Software Coordinator - for a serial number

• Enter in the Serial number and current Software Coordinator’s email address. Click ‘Next’.
• Enter the new Software Coordinator’s first, last name and email.
• Repeat the process for each serial number.

 

Autodesk Download Manager and Download Now Method

Issue:
How to install Autodesk applications using the Download Now method with the Autodesk Download manager.

Solution:
Log into your Autodesk Account and go to All Products and Services in the left panel menu.
Select the product you want downloaded.

Select View All to change the Download Method from the default Install Now method to Download Now.

This will download the AutodeskDownloadManager_webinstall.exe file. Typically, you can find this at the bottom of your web browser window or in your Downloads folder. If you are prompted to save the file then first select Save.

Then run the .exe by clicking the file from the bottom of your web browser or from the location where you saved the file. This will download and then start the install of the Download Manager.

Select “I Agree” to continue with the install.

Once the Download Manager install is completed, it will prompt to pick a location to save your Autodesk application download. In the Save Download window, it is recommended that you keep the default location as C:\Autodesk. This downloaded folder can be moved to a USB, external drive, or network location later on.

Select OK.

The download will of your Autodesk software will begin.

Once the download is complete, the software installation should start automatically.
In the setup window select the Install option.

Example for AutoCAD Architecture 2021:

If the download completes but the software install does not automatically begin, select “Install” in the Autodesk Download Manager.

If you want to install at a later time or have exited out of the Download Manager:

• Browse to the location (default is C:\Autodesk) the installation media was saved.
• Find the folder you downloaded.
• Open the folder and look for Setup.exe.
• Right click on the Setup.exe to “Run as administrator”.
• This will start the install of your Autodesk application and bring up the same setup window with the Install option.

 

Assign Single-user Products in Autodesk Account

Only Contract Managers and Primary/Secondary Admins can manage single-user product users.

Note: To change the Contract Manager or Primary/Secondary Admins see https://blogs.rand.com/support/2020/06/how-to-change-the-contract-manager-primarysecondary-admins-and-software-coordinator.html

The Autodesk Account website is where you add/remove users, assign them single-user software licenses and cloud services. In order to be able to activate and download their software, assign users a license seat under User Management. See https://blogs.rand.com/support/2020/06/autodesk-download-manager-and-download-now-method.html on how to download software.

The following will walk you through how to add users, assign them software by user or product and how to delete users.

User Management

Single-user products are managed in the New View under User Management:

New View: where you manage single-user subscriptions and assign users a license to give them access to their software downloads, cloud services and activation.

Classic View: See https://blogs.rand.com/support/2020/06/assign-multi-user-products-in-autodesk-account-.html on how to assign multi-user licenses.

 

Add Users

Note: Adding users does not automatically give them access to software. See the ‘Single-User licenses: Assign products and services to users’ section below.

1. Sign in to Autodesk Account
2. In the left panel go to User Management > By User.
3. Select the Invite Users icon at the top right. If using Teams, choose a team in list before adding a user to it.

Note: For more information on Teams see https://blogs.rand.com/support/2020/06/manage-users-in-teams-in-autodesk-account.html.

4. Enter the user's first name, last name, and email address.
5. To add multiple users select the ‘Switch to multiples invites’ button:

6. Click Send Invite. The user's status displays as pending until they accept the invitation.

Note: Users will receive a confirmation email from Autodesk. If they do not accept the invitation within 7 days, resend the invite.

Add users in Autodesk Account:
https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/add-users

Single-User licenses: Assign products and services to users

Assign By User
1. Sign in to your Autodesk Account at manage.autodesk.com.
2. In the left panel go to User Management > By User.
3. Next to Team: select the team where the single-user subscription is in:

4. Select the user in the list to view available products.
5. Select the Assign button beside the product license to assign:

6. Select each product and service to assign to the user. The number of available seats displays next to each product.

Note: The user will receive an email notification from Autodesk that the product is assigned and available for download. They have 7 days to accept, if they do not accept within that period resend the invite.

Assign Products By User:
https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/assign-products-user

Assign By Product

1. Sign in to your Autodesk Account at manage.autodesk.com.
2. In the left panel go to User Management > By Product.
3. Next to Team: select the team name where the single-user subscription is in:

4. Select a product to see how many seats are available.
5. Click Assign users:

6. Enter in the user’s email address or paste a name and email address. Click Assign to assign all the product items or Customize to assign individual items:

7. To remove products from a user click the Unassign button:

Assign users by Product:
https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/assign-users-to-products

Remove Users

To delete users that no longer work for the company:
Note: This does not delete the user’s account but removes their software license access.

1. In the left panel go to User Management > By User.
2. Select the trash icon next to the user’s contact information:

3. In the confirmation window click on Delete.