Installation & Licensing

[#1]

I receive Motion Builder as a part of the Max Entertainment Creation Suite. I attempted to install the suite yesterday and received an error message: 1: 5 2: adlmPITSetProductInformation failed. 3:9. Max2011 and Mudbox2011 had already been processed when this error message came up during the Motional Builder installation; after which, the entire installation, to that point, was uninstalled by the software. I couldn’t tell for sure, at that time, which part of the installation was causing the problem.



Then, I installed the parts separetaly. Max2011 installed without a problem. Then, Mudbox2011 installed without a problem. Then, MB failed to install and gave the error message: "MB2011 Install failed: 1: 5 2: adlmPITSetProductInformation failed. 3:9." I found 2 topics in the Motion Builder forum which discussed the same problem, last year. Nothing seemed to have been resolved at that time.



The Knowledge Base stated that this problem could be fixed by removing this file: "ProductInformation.pit." I tried that and it didn't work. Can somebody help me?



Russell Welch

[#2]

Now.....I just attempted to activate Max2011. The process told me that my "Serial Number" is incorrect. The serial number, in fact, is not incorrect. My SN is listed on my Entertainment Creation Suite 2010 box and, also, on my subscription account page.

I installed 3DS Max 2011 (from my Entertainment Creation Suite 2011 package). From the "About 3ds max" window, I looked at the "Product License Information." It shows the correct SN that I typed in during installation; however, it shows the "Product Key" from my old stand alone 3DS Max 2010, which I did not type in, nor is it located on my account page. I used the new Product Key that came with my Entertainment Creation Suite 2010. I started using the ECS with the 2010 release which is still on the same computer. I can change the Serial number and do an "Update..." but I have not found a way to change the "Product Key" and see if that will solve part of my installation issues.

So, my problems are two fold:
1) MB2011 Install failed: 1: 5 2: adlmPITSetProductInformation failed. 3:9
2) Serial # and Product key.
Help please.

Russell Welch


Max 2010(64) Vista-64
NVIDIA Quadro FX 5800-4.1GB
BOXX Dual Xeon E5520 Quad-Core, 2.26GHz
12GB DDR3

Edited by: RUSSELLWELCH on Apr 11, 2010 12:53 AM Edited by: RUSSELLWELCH on Apr 11, 2010 1:09 AM

[#3]

You will need to enter both the serial number and the product key for the suite on the ‘User and Product Information' page of the install wizard. As you cannot change this after the install you will need to uninstall and reinstall. The product key for Autodesk 3ds Max Entertainment Creation Suite 2011 is 661C1. Double check the serial number and product key values in the email you received or on Subscription Center so you don't have to reinstall again.

Douglas Lauritsen, Autodesk Product Support
We appreciate your quick feedback on this forum!

[#4]

I never received any new installation information by email. The information on my subscription page is the same information that I had for AECS2010. The "Product Key" on my subscription page (and my AECS2010 box) is 661b1. I'll try using Product Key #661C1 along with the serial number that I used for AECS2010. I think that I'll probably be back here, looking like a whipped dog with my ears pinned down and my tail between my legs.

Thank you very much for your time.

- One more thing. Can you help me with my installation problem with MotionBuilder 2011? I get this message:
"MB2011 Install failed: 1: 5 2: adlmPITSetProductInformation failed. 3:9 " Edited by: RUSSELLWELCH on Apr 12, 2010 9:17 PM

[#5]

I uninstalled everything and, then, re-installed Max2011 from my AECS2011 package. This time I used the "Product Key" that you provided (#661C1). Max installed without any problems. I opened Max for the first time and, when the Activation window appeared, I optioned to activate. The activation process started and then I received a message that my SN was incorrect. This is the only SN that I have. It is the one that came with my 3DS Max AECS 2010 package. Suggestions? Thanks.

[#6]

With the updated SN, Max2011 and Mudbox2011, now, seem to be activated and working properly, so far. MotionBuilder2011, on the other hand, still will not finish the installation process, siting the error: "1: 5 2: adlmPITSetProductInformation failed. 3:9." Is there a solution for this problem? Thanks.

[#7]

Your best bet is to get the serial number and product key information then go from there which might require a reinstall and cleaning out some folders. Are you using the installer for the suite or individual product installers? The suite installer should be used and should not produce this .pit error.

Subscription customers who are in the role of Software Coordinator will have received an email. The email, which is sent from Download@autodesksubscription.com, contains the customer's serial number and the product key, which is needed for installation. Please check junk/spam folders because the emails sometimes end up there.
Customers who have misplaced their notification email can access their serial number and product key directly from the Subscription Center:
1. Go to Contract Administration
2. Then click on Coverage Report
3. Then, under the Contracts section, click on your contract number.
4. Products are listed in the Products section with serial numbers and product keys.
Customers who are experiencing problems with their Subscription upgrade can contact the Business Center at subscription-team@autodesk.com.

The error for the .pit file can be resolved by deleting the ProductInformation.pit file found on the workstation in the following locations:
Windows XP:
C:\Documents and settings\All Users\Application Data\Autodesk\ADLM\ProductInformation.pit
Windows Vista, Windows 7:
C:\ProgramData\Autodesk\ADLM\ProductInformation.pit

Douglas Lauritsen, Autodesk Product Support

[#8]

I know you're busy. I can empathize with that because I'm busy, also. Apparently, you didn't read my previous messages, very well. My first message stated that I had read the knowledge base article that said the problem could be solved by deleting the "ProductInformation.pit " file, which I tried and did not work. I found a thread on the Autodesk forum where somebody had done the same thing for the same problem, last year. Removing the Productionformation.pit file did not work for them, either.

My previous messages stated that the information on my subscription page was for AECS 2010 and was not working. I gave you the details, stating exactly what I did. I know how to get to my contract information. Since there was nothing there for AECS 2011, I assumed that the old information would work. In the earlier days of Max, that's how it was done.

Yesterday, I received the email that you described. It told me that I could, now, download the 2011 software. It proceeded to give me the new SN and product key. This looks like an email that I should have received before the download files were made available on my subscription page. I am the Software Coordinator. This would have been a lot simpler if I had received that email last week. I check my junk mail every time that I check my inbox - and I do it several times a day. The sent date on that email is April, 12, 2010. I'll be glad to send you a copy. Using that information, I was able to install Max2011 and Mudbox2011. If I try to install the intire package at one time. The installation stops when it gets to MotionBuilder, giving me this message: "MB2011 Install failed: 1: 5 2: adlmPITSetProductInformation failed. 3:9." At that point, the installation stops and everything is uninstalled, including Max2011 and Mudbox2011. Installing individually, I have Max2011 and Mudbox2011 to work with. Installing as a group, I have nothing. Read my previous messages.

You can't help me if you don't read my messages concerning my issues. I can not begin to tell you how much I need to be spending this time working on projects for my clients.

Thank you for your time.

[#9]

For this circumstance of the adlmPITSetProductInformation failed error the solution was to rename the Motion Builder folder for 2011 in Program Files. After this was done the installer completed without the error.
Douglas Lauritsen, Autodesk Product Support

[#10]

Douglas,

Please excuse me If I am not following the thread correctly.

How do we rename the Motion Builder program folder if this is the one giving the error during installation? Could you clarify?

Thanks,