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How to use "Up and Ready" Support?

7 REPLIES 7
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Message 1 of 8
robert.benedetti
758 Views, 7 Replies

How to use "Up and Ready" Support?

Hello, I have previously posted that I can't get Maya 2011 standalone to run on a WinXP 32 bit system. 

 

I am trying to use the "Up and Ready" support.  The Autodesk website says that I am eligible for this support for 30 days after I register the product. 

 

The "Up and Ready" support page here: http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=11523558&linkID=9242258 says that I am entitled to 30 days of support.  However, the page only has a link that asks me to register first.  I have already registered, and now I can't get Maya to do anything but show the splash screen and then disappear.  If I uninstall and reinstall, it still does this.  The Up and Ready link requires me to provide an activation request key, which I can't do because Maya requires the very type of support that "Up and Ready" would be helping me with. 

 

I called the Business Center and they said that I just need to go to the Help menu of Maya and that I could get support from there.  Once again, because I can't start Maya, I can't do this. 

 

Does anyone have info on how I can use this support?

 

Thanks!

7 REPLIES 7
Message 2 of 8

Did you purchase this from a Value Added Reseller, by chance?  Typically, I would start there with support issues. 



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Message 3 of 8

Thanks, I contacted my reseller and after talking to two people, they don't really have an answer.  I've been directed to several phone numbers, but these are only pay-per-case lines.  They don't sound vaguely familiar with the "up-and-ready" support which is advertised on the web site. 

 

Message 4 of 8

Have you clicked on the link? It takes you to a web page where you can log in and start a Service Request or register yourself into the system so that you can start a Service Request.



Douglas Lauritsen
Support Specialist
Product Support
Autodesk, Inc.

Message 5 of 8

Hi, thanks for checking this out. 

 

When I click on the link, I am directed to log in.  After I do that, I am presented with several accounts which I have gotten associated to my name over the years.  I have tried each of these.  In each case, the next step is to provide my operating system and my serial number. 

 

Once I do that, I am presented with a page where I am asked to input my "product request code", which I believe is part of the activation process.  I can't do this, I believe, because the product already thinks I am activated.  I did get an activation successful message when I first installed it. 

 

In any case, there is no way to proceed without a request code, which I can't get Maya to provide me with no matter if I uninstall and reinstall.  Maybe during the activation process there was supposed to be a link created so that the system would recognize that I have already registered and activated.  Maybe there has been some database error? 

Message 6 of 8

We looked up your account. As you used your Subscription Account for the forums I can see your products. Because you upgraded 2010 to 2011 you are not entitled to Up and Ready support. This entitlement is intended for first time buyers.

 

The other technician I was working on this with is a Maya technician. He believes your Maya preferences were corrupted in migrating to 2011. You can reset them by deleting the prefs folder here

 

     C:\Documents and Settings\username\My Documents\maya\2011\prefs

 

Let us know if this works out for you.



Douglas Lauritsen
Support Specialist
Product Support
Autodesk, Inc.

Message 7 of 8

Thank you very much for checking this out for me.

 

I just bought 2010 at the end of August and never even installed it.  My account should show that I just purchased 2010 in August.  I had to buy 2010 and the subscription instead of just 2011 because of some paperwork issues. 

 

So if I go back and try to install 2010, could you please check if I will be eligible for support for that?  Would the procedure then be to go to the Up-and-ready page and register through that? 

 

I appreciate the suggestion that I have a broken prefs file.  I have deleted the entire "My Documents\maya" folder, and I have also tried to run Maya with a different user account (which would imply that maya is looking at a different prefs file). 

 

Any more suggestions? 

 

Thanks!

Message 8 of 8

When I looked at your account I missed that Maya 2010 was registered on August 19, 2010. Therefore the Up and Ready entitlement expired in September.



Douglas Lauritsen
Support Specialist
Product Support
Autodesk, Inc.

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