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no answer from support

10 REPLIES 10
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Message 1 of 11
raumpunktmp
502 Views, 10 Replies

no answer from support

no answer from suport for 7 days (case number 09622298). autocad for mac 2014 keeps crashing.

10 REPLIES 10
Message 2 of 11
maxim_k
in reply to: raumpunktmp

While you are waiting for official support (you are on Subscription?)
Can you elaborate your problem?
Your OS, when AC crashes, etc. ...

Maxim

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Maxim Kanaev
Architect
MARSS

MacACAD | Linkedin

Etiquette and Ground Rules of Autodesk Community
Message 3 of 11
justshutup
in reply to: raumpunktmp


@raumpunkt wrote:

no answer from suport for 7 days (case number 09622298). autocad for mac 2014 keeps crashing.


Have you talked to your reseller?

Message 4 of 11
pendean
in reply to: raumpunktmp

This is peer support: we are end users like you helping each other out.
So... Do you want to tell us about the issue while you wait?
Message 5 of 11
philip.s
in reply to: raumpunktmp

My apologies for the long delay @raumpunktmp.

 

I just checked your case and it looks like Martin L. called you this AM and is now on this one.

Message 6 of 11
raumpunktmp
in reply to: maxim_k

hello maxim,

 

Thank you for your offer to help.

Problem is that Autocad 2013 and 2014 for Mac keeps crashing (all Service Updates installed, Imac newest OS). Problem is that suddenly AutoCAD stops responding, the same with Finder. Only Solution is to plug off Computer and restart. After Restart we have to Recover File. If we try to open file and audit it it crashes again. The Problem is file-related and happens on all Imacs. Recover finds errors but same problem ocurs after working with the file for some time again.

Subscription support has phoned me today - 10 days after we asked for help - and told me that they are not able to help. A friend with AutoCAD for Windows had a similiar problem related to solid hatch and transparency.

 

Martin, Vienna

 

 

Message 7 of 11
maxim_k
in reply to: raumpunktmp

Hi Martin,

From your post I can not understand exactly: do you have a problem only with one of your files or with all files?
It would be better if you send me one of your problem files, my e-mail is:

mkanaev at yandex.ru

I'll look at your file.

Maxim

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Maxim Kanaev
Architect
MARSS

MacACAD | Linkedin

Etiquette and Ground Rules of Autodesk Community
Message 8 of 11
raumpunktmp
in reply to: maxim_k

Dear Maxim,

 

I have send You some files (which i also send to subscription supportI). 

Autodesk does not find errors (perhaps the Software itself is the problem) but if i open the file then Auotcad is not responding anymore. (on different computers). Until now we experience this problem only with one project/ file.

 

Thanks for Your help.

 

Martin

Message 9 of 11
maxim_k
in reply to: raumpunktmp

Dear Martin,

 

I received your files and wasn't able to open them directly.

When I cick on "Open" button in "Open DWG" dialog - nothing happens.

At the same time I was able to open them with RECOVER command and got such recovery log for

"_1_2116856224_3406 - kann nicht mehr geoeffnet werden.dwg"

 

Drawing recovery.
Drawing recovery log.
Error 67 reading handle table.  Reconstructing from objects.
Reconstructing handle table from objects.
Scanning for objects 100% done
 18875  objects found.
Scanning for objects completed.
    Salvaged database from drawing.
Auditing Header
Auditing Tables
Auditing Entities Pass 1
Pass 1 2400    objects auditedAcDbSortentsTable(1A08C)
    Error for Entry (1E24B,1E339) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (22A4E,1E59D) eDuplicateKey         fixed
Pass 1 18500   objects audited
Auditing Entities Pass 2
Pass 2 18500   objects audited
Auditing Blocks
 23      Blocks audited
Auditing AcDsRecords
Total errors found 2 fixed 2
Erased 0 objects

 

 

and for

"_1_552919113_6282 - kann nicht mehr geoeffnet werden.dwg"

 

Drawing recovery.
Drawing recovery log.
Error 67 reading handle table.  Reconstructing from objects.
Reconstructing handle table from objects.
Scanning for objects 100% done
 15769  objects found.
Scanning for objects completed.
    Salvaged database from drawing.
Auditing Header
Auditing Tables
Auditing Entities Pass 1
Pass 1 2400    objects auditedAcDbSortentsTable(1A08C)
    Error for Entry (1EF33,1EFB1) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (1F28A,1EF8D) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (1EFA7,1F2CA) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (1F2FE,1F285) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (1F307,1F2B1) eDuplicateKey         fixed
AcDbSortentsTable(1A08C)
    Error for Entry (1F49A,1F4BA) eDuplicateKey         fixed
Pass 1 15400   objects audited
Auditing Entities Pass 2
Pass 2 15400   objects audited
Auditing Blocks
 19      Blocks audited
Auditing AcDsRecords
Total errors found 6 fixed 6
Erased 0 objects

 Plus additional AUDIT:

Command: AUDIT
Fix any errors detected? [Yes/No] <N>: y
Auditing Header
Auditing Tables
Auditing Entities Pass 1
Pass 1 2400    objects auditedAcDbSortentsTable(1A08C)
    Error for Entry (1F6E7,1F6F5) eDuplicateKey         fixed
Pass 1 15400   objects audited
Auditing Entities Pass 2
Pass 2 15400   objects audited
Auditing Blocks
 19      Blocks audited
Auditing AcDsRecords
Total errors found 1 fixed 1
Erased 0 objects

 Then I was able to open those files after saving multiple times and everything seems OK with them.

I have not tried to work inside these files.

Do you suspect Solid hatches with transparency as culprits of crashes on your Mac?

Can you tell about Mac model you own? How many RAM do you have on it, which graphics card?

 

Have you tried to use -WBLOCK command in order to "clean-up" those drawings?

 

Maxim

 

 

 


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Maxim Kanaev
Architect
MARSS

MacACAD | Linkedin

Etiquette and Ground Rules of Autodesk Community
Message 10 of 11
raumpunktmp
in reply to: maxim_k

Dear Maxim,

 

Thank You for Your help.

With this project we tried Solid hatches with transparency for the first time. So i guess that this could be the problem. I have turned off transparency and will see what happens.

 

We have one Imac 27" Mid 2010 (ATI Radeon 5750 1024 MB) and one Imac 27" Late 2012 (Nvidia Geforce GTX660M 512 MB), both Autocad 2014 for Mac,

one Imac 27" Mid 2010 and one Mac Mini Mid 2010, both AutoCAD 2013 for Mac,

all Computers have 8 GB Ram, same problem with all computers.

 

Autodesk Support wrote me that they did not find errors ("it seems to work without problems"). We pay 1.200,- eur a year for this support.

 

Martin

Message 11 of 11
raumpunktmp
in reply to: raumpunktmp

..have also tried recover, purge, audit, dxfout, wblock, copybase all into new drawing, save to old dwg format. did not help.

martin

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