topic Re: Can't contact support in Fusion Support Forum

Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 15:51:54 GMT

Hello,

I have a educational license for Autodesk and I am in desperate need of assistance but when I go to contact support I am told that my subscription doesn't allow for that even though it is listed in the features on the subscription page.

How am I supposed to get help when I am told I am not worthy of help and the issue is that I do qualify for that help?

TDLR: Autodesk says I can't contact support but my issue is that I should be able to contact support.

Re: Can't contact support

TrippyLighting — Thu, 26 Aug 2021 15:54:35 GMT

What do you need support with ?

Maybe this forums users can help.

Re: Can't contact support

TheCADWhisperer — Thu, 26 Aug 2021 16:02:47 GMT

@Torymiddlebrooks wrote:
I have a educational license
..even though it is listed in the features on the subscription page.
How am I supposed to get help

Can you ask your instructor to join this discussion?

Can you post screen capture image of this entitlement for educational license?

>>Find a local partner...<<

When my students need help - they come to me.

What is the issue that you are experiencing?

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 16:12:18 GMT

I can't ask my instructor because I am the instructor.

I am learning Fusion 360 to teach some students.

Re: Can't contact support

TheCADWhisperer — Thu, 26 Aug 2021 16:16:22 GMT

Did you Attach the correct screenshot?

That screenshot does not explain what issue you are experiencing?

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 16:17:46 GMT

Currently, I need help contacting support.

This fundamental issue is that I should have access to professional help from the company per my license, to the best of my understanding.

The forum as been various degrees of helpful in the past but my issue is not one of design or implementation, it's of access. I am getting a "can't sync" error so all my project files remain stuck in the cloud. I can't download them in any form, the emails never make it to my account, and I have followed all the instructions on the self page until I got to the "contact support" section. Which I can not do currently.

Re: Can't contact support

TrippyLighting — Thu, 26 Aug 2021 16:22:21 GMT

@CGBenner @jodom4 could you direct this to the correct person please?

Re: Can't contact support

TheCADWhisperer — Thu, 26 Aug 2021 16:29:47 GMT

@Torymiddlebrooks wrote:
I am getting a "can't sync" error so all my project files remain stuck in the cloud.

While you wait for @CGBenner to respond I will try to help.

Can you start Fusion and post a screen capture image similar to this....

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 16:34:06 GMT

Is this what you were referring to?

Re: Can't contact support

TheCADWhisperer — Thu, 26 Aug 2021 16:47:09 GMT

Yes - I see that is two day help for educators.

Most issues can be solved here within 2 hrs if not 20 minutes.

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 17:14:55 GMT

How is this?

Re: Can't contact support

karina.harper — Thu, 26 Aug 2021 17:21:03 GMT

Hi @Torymiddlebrooks

Can you share a screenshot of your full data panel here? When did this start?

Thanks,

Karina

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 17:44:10 GMT

This started 2 days ago. I was working on projects, came in the next day to discover them missing.

They are still on my team/cloud service but like I mentioned, I don't receive the emails that contain the files when I request a download.

Re: Can't contact support

Torymiddlebrooks — Thu, 26 Aug 2021 17:46:02 GMT

It's awesome to hear there is such a helpful and responsive community.

Re: Can't contact support

karina.harper — Thu, 26 Aug 2021 18:16:17 GMT

Thanks @Torymiddlebrooks -

This looks very similar to another case that we have open. We are working on that now and I should have more information for you by the end of the day. Feel free to tag me here if you have any questions in the meantime!

Cheers,

Karina

Re: Can't contact support

karina.harper — Fri, 27 Aug 2021 00:39:16 GMT

Hi @Torymiddlebrooks ,

Can you test accessing the data in Fusion now?

Thanks!

Karina

Re: Can't contact support

Torymiddlebrooks — Fri, 27 Aug 2021 16:01:39 GMT

Whatever you did fixed it! Thank you very much!

In addition, to anyone reading this in the future with similar issues the solution is:

Ask on the forum. Most likely someone who lives here will be able to get the attention of a community manager to fix your problem in less time than waiting for an automated email reply.