Customer service won't help.

[kashtin]

The email they sent says I don't have a valid serial number, that I must have copied it incorrectly. Our office burnt last Monday, and we need Cad in order to get back to work.

Quote from customer service email:

"Hello from Autodesk,

Thanks for contacting us to get help activating your software. I can't provide additional assistance at this time because the serial number you provided is invalid:

Serial number:

Please verify the information listed above and reply to this message to provide us with your original serial number from the CD label/case or a scanned copy of your invoice for verification."

Below is a photo of the serial number on our original packaging.

How do I install this software on my replacement computers if Autodesk no longer recognizes the serial number?

[DarrenP]

was this bought at an authorized dealer?

i am having the admin delete your serial number because this is a public forum

[pendean]

You just gave away your lincesing information to every software pirate on the planet... 😞

[kashtin]

Yes, it was purchased at an authorized dealer. We had to call autodesk customer support for the original installation as it would not work then either. The service guy had me do something in the program then, but I can not remember now how it was done.

As far as removing the serial number, Autodesk says it is not valid anyway.

We need to work. Now.

This is my office.

[kashtin]

I deleted the serial number and photo.

[NathanLos]

If your company upgraded from AutoCAD LT 2011 to a newer release, then your previous serial number would have been marked invalid when a new one was provided for the upgraded version. Check to see if you're on subscription or have paid for an upgrade or cross-grade in the past few years.

[dgorsman]

An excellent example for proper off-site backups.  They should include all critical electronic files, not just drawings but also up-to-date serial numbers, contracts/invoices, reseller contact information, installers, Subscription Center log-in information, etc.

Your reseller should be able to help with associating serial numbers with your business (at least, ours does).  But you shouldn't rely soley on them for your critical business information either.

[kashtin]

No upgrade. No crossgrade. Customer service had to do something to make the original install work. Now, you can not even reach a rep by phone, just a generic email stating the serial number is not valid.

[kashtin]

All drawings are backed up off-site on a portable hard drive in a thousand pound fireproof safe along with our original purchased copy of autocad.

[jessica.t]

Hi @kashtin,

I just looked up your serial number from your case and have been unable to locate it in our system, the same results as the Activation and Registration team. I also tried looking up your email address and found no serial numbers associated to your name. I understand that you have experienced a very serious hardship recently but is there any chance you have a copy of the purchase order for them to verify?

Apologies for your inconvenience. Please respond to your case directly or reply to this post with further questions or concerns.

[dgorsman]

Time to update procedures to include the rest of the critical business information as well.

[NathanLos]

That sounds and looks like a very challenging situation to be in. I hope the AutoCAD LT activation records can be located so you and your company can get up and running again soon. Best of luck.