topic Re: Back to School Office Hours - September 6 in Installation & Licensing Forum

Back to School Office Hours - September 6

LeoWarrenADSK — Tue, 30 Aug 2022 20:47:35 GMT

Hi All!

Welcome to the second session of the Back to School Office Hours, where we will be on the forums throughout the day and answering your replies and questions on Student Installation, Licensing and verification as they are posted on the forum.

To participate, you will need to go to the Student Group Hub and post your question there or reply to this topic.

Can't wait? Ask your question now and tag us so we can find and answer your question on the day of the event!

What is the Back to School Special?

The Back to School Special is a series of events hosted in the community to help you get running with education products, licensing, and access.

What are Back to School Office Hours?

Back to School Office Hours are hours where our experts will be online and answering your questions and replies throughout the day.

Where should I ask a question?

To ask a question, you can either create a post in the Student Group Hub or reply to this topic.

Who are the experts?

Oliver Briggs, @o.briggs
Leo Warren, @LeoWarren-SGH

We look forward to answering your questions!

Re: Back to School Office Hours - September 6

daniel.rootz — Wed, 31 Aug 2022 20:08:38 GMT

Hello @LeoWarrenADSK

We are looking to get our Districts AutoDesk Network License's renewed and have been having many roadblocks along the way, I can provide any information needed, we are not seeing our Current products in our Autodesk accounts and when we try to get new info we are emailed our existing expired licenses. Any help would be much appreciated!

Re: Back to School Office Hours - September 6

LeoWarrenADSK — Wed, 31 Aug 2022 23:08:22 GMT

Hi @daniel.rootz,

There have been a few changes to the manage page - follow the steps in >this article< and also the link provided which should send you to the page where you can renew and update network licenses.

Hope this helps,

Leo

Re: Back to School Office Hours - September 6

wkeener — Thu, 01 Sep 2022 13:42:00 GMT

I have the same situation.

On the https://manage.autodesk.com/ site, my products show a serial number and key for 2022, and 2023 versions. Just above that in the summary section, it states: "education maintenance plan. Expires June 26, 2024".

However, when I visit the https://registeronce.autodesk.com/ site, and enter either the serial number for the 2022 or 2023 versions of the products, it says "Expired license".

I have also tried the "Generate network license file" link at the https://manage.autodesk.com/ site. This link generates an error message when attempting to generate a license file.

I believe I have renewed my educational access for our products, as the https://manage.autodesk.com/ site states. However, I am unable to generate an up to date license file.

I have a class full of High School students that are unable to access the Autodesk software. I'd greatly appreciate any help you can provide.

Thanks!

Re: Back to School Office Hours - September 6

daniel.rootz — Thu, 01 Sep 2022 20:02:32 GMT

When we try our Licenses from the auto reply email provided by Autodesk, our licenses comr back as expired when trying to enter them into the RegisterOne "Enter Product Serial Number" Field.

Expired license
One of the following problems has occurred:
The serial number you entered is for a product license that has expired.
To activate this product, either use a valid serial number for a license that has not expired or obtain a new license and get a new serial number for activation.
See: How to Acquire a Valid Autodesk Software License

You have acquired Home Use as a Subscription benefit. Your Subscription is still active, but your Home Use license has expired.
See: How to reactivate an expired Subscription Home Use license

Still having trouble? Contact Customer Support. Be sure to provide your serial number, request code, and contact information.

(Error 30)

Re: Back to School Office Hours - September 6

LeoWarrenADSK — Fri, 02 Sep 2022 23:25:05 GMT

Hi @daniel.rootz and @wkeener,

Just to follow up, I have forwarded this thread to our support team to investigate. Once I have a reply - I'll let you know.

Re: Back to School Office Hours - September 6

wkeener — Tue, 06 Sep 2022 15:45:19 GMT

@LeoWarrenADSK @daniel.rootz

I have followed up with my support case on this topic, but the response I received over the weekend was the standard directions to use the https://registeronce.autodesk.com site.

I have been unable to follow those directions, as the serial number I enter there gives me the "Expired" error that other users are receving as well.

I have attempted to contact support via chat several times today, but unfortunately no one as been able to help me directly. All support persons I have chatted with this morning have either disconnected me, or said they would have to follow up via email.

Our High School CAD lab currently has a classroom full of students that are unable to use the Autodesk software they need for their lessons until I am able to get this resolved. If someone could reach out to me as soon as possible I would appreciate it.

Thanks!

Re: Back to School Office Hours - September 6

pendean — Tue, 06 Sep 2022 16:25:45 GMT

@wkeener Only EDU support can help your software activation needs. Keep trying, don't assume instant results or fixes either, that's just a reality.

Ask if there is higher tier support when you reach out to them next time, perhaps that can help.

Re: Back to School Office Hours - September 6

wkeener — Tue, 06 Sep 2022 17:03:13 GMT

Thanks @pendean

I'm hoping that today's "office hours" will be able to get the issue resolved for me and others.

Re: Back to School Office Hours - September 6

wkeener — Tue, 06 Sep 2022 19:51:33 GMT

@o.briggs @LeoWarrenADSK

I haven't seen any other posts under the "office hours" thread here. Is there somewhere else I am able to ask my question?

I'm really hoping I can get my licensing issue resolved this afternoon so that students in our district can resume using the Autodesk software.

Thanks!

Re: Back to School Office Hours - September 6

LeoWarrenADSK — Tue, 06 Sep 2022 20:02:50 GMT

Hi @wkeener,

I've had a response from the education team - Is your account currently verified?
You can check at: https://www.autodesk.com/education/edu-software/overview.

Click the Sign In button in the centre of the page (see image below), and a personalised banner should appear with an option to renew if needed.

Re: Back to School Office Hours - September 6

wkeener — Tue, 06 Sep 2022 20:33:10 GMT

@LeoWarrenADSK

Thanks for reaching out.

I did verify that our educational access is verified and current. When I log in to the site you mentioned I see the following text at the top...

"Hi Walter,

Your educational access to Autodesk products is valid through June 24, 2023. Choose a product below."

Please let me know what additional steps I can take to get this resolved as soon as possible.

Thanks!

Re: Back to School Office Hours - September 6

pendean — Tue, 06 Sep 2022 21:17:48 GMT

@wkeener wrote:

"Hi Walter,

Your educational access to Autodesk products is valid through June 24, 2023. Choose a product below."

That usually means you need to grab the software download from there only and install it on all of your PCs. AKA what you've done so far is not going to be an option to use... maybe?

Find out, test a couple of PCs.

Re: Back to School Office Hours - September 6

LeoWarrenADSK — Tue, 06 Sep 2022 21:28:41 GMT

Hi @wkeener,

The educational team are investigating your account and a support case has been created - you should receive an email from support who will add the licenses to your account.