Can't assign users to desktop subscription products

[alex.gibson]

I have been experiancing problems with our Autodesk account managemnt portal for about a week which is preventing me from assiging users to product licences.

I can add users to our account by the webpage hangs or crashes when I try to edit users access to products.

This is very frustrating becasue I have purchased licenses and people waiting to use desktop subscription products but cant complete the process.

I need a resolution or a workaround ASAP

[camilo.lemos]

Hi @alex.gibson and welcome to the Autodesk Community!

Have you tried editing your users on a different webbrowser with cleared cache and cookies? If not, could you please try that and let us know how it goes?

Thank you,

[alex.gibson]

I have tried chrome and IE with cleared cache and cookies and there has been no change

Regards,

Alex Gibson

BIM Manager | BSc Architectural Technology
DD: 01206 44 2517 | M: 07940 057930


For Ingleton Wood LLP


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[camilo.lemos]

Thank you for confirming!

Can you please send me the email address you're using to manage users via Private Message (click on my camilo.lemos profile name and then on Send This User a Private Message)?

Thanks!

[johnnyk839]

Hi,  I am experiencing the same problem where I cannot Manage Users.  Although my browser does not crash.  I think it might be related to my account is not recognised as the Software Coordinator when I believe it should be.  Cheers.

[lynn_zhang]

Hi @johnnyk839 Welcome to Autodesk Community!

We apologize for the trouble with your desktop subscription. I noticed you have submitted Case #: 10413785 and our rep is further troubleshooting the issue. We appreciate your patience and will get back to you once the issue is resolved. Thanks!

[nick]

I'm having the same problem and this is delaying my work

[kayla]

I am also having the issue that I cannot add myself as a user, therefore I cannot activate my product.

[cherise_twiddle]

I am having the same issues. Can't add myself or anyone else as a user and therefore cannot complete activation. This is holding up our production schedule.

I have a ticket open but the help desk/support has been giving us the run around (saying they'd call in a few hours or after lunch, when in actuality they would be closing in a few hours). 

Extremely frustrating experience.

[TMG_CG_Art]

Seeing same results from add user, about 2 minutes of it appearing busy, then back to an empty list. Now, I am a single seat user so not entirely clear whether I need to (or am able to) add a user, as it will just be me using it. I believe this may be the step that is holding up getting 3DS Max running for me (https://forums.autodesk.com/t5/installation-licensing/3ds-max-registration-problem/td-p/5510239) but there's been no clear explanation on whether I need to add a user for a single seat license or if that is redundant.

Either way, same results - no error message, appears to be working, then back to an empty user list.

Best regards,

   Tom

[jessica.t]

Hello everyone!

We were experiencing a systems issue that was preventing Contract Managers from editing issues in Autodesk Accounts. The issue has since been resolved. Please clear your cookies / cache and try logging in again.

If the problem persists please let me know. Thank you for your patience as we worked to resolve this issue.

[TMG_CG_Art]

As requested, letting you know that I still cannot add users - cookies and cache cleared, but same result, it appears busy, then returns to an empty user list.

Best regards,

   Tom

[kayla]

I still cannot add users either. I have cleared cookies and cache and have even tried multiple internet engines. I have been trying to contact support since 2/16 and have not had any type of response. 

[camilo.lemos]

Hi @TMG_CG_Art , kayla and everyone,

Our systems teams are working again to get this situation resolved.

Our sincere apologies for the inconvenience, this is not the experience we want to deliver to users who have subscribed to our products and services.

We'll add updates to this thread as they come up.

[SamPhillips247]

Camilo,

I'm having the same problem.  Glad you guys are working on it. Case No. 10471866

Thanks,

Sam

[andrew]

Having the same issues, very frustrating experience, no way of contacting support apart from waiting 2 business days.

Incredibly complicated system for purchasing one seat of AutoCAD, regretting the expense so far.  Missed out on getting drawings out today.

[autodesk]

I'm also having the same issue with 5 new seats.

Please tell us what's going on !

Case : 10467044

[cherise_twiddle]

For your data, I have also cleared cache, history, cookies and it refreshes to 0 users.

Thank you for working to fix this.

[kayla]

I was just able to assign a user and am up and running! good luck to everyone!

[andrew]

Finally working!