topic Re: Can't Manage Users in Installation & Licensing Forum

Can't Manage Users

Brett.Krouskop — Tue, 04 Jun 2024 11:14:06 GMT

Steps to reproduce
We get an error when we try to add users to our account. We've tried multiple administrators and we all see the same issue. It says that users can't be added because of network issues. This has been going on for two days and is a major issue for us.

Expected results
Add a new user account

Actual results
Error

URL where issue occurs
https://manage.autodesk.com/uma/user-list/users

Browser
Chrome

OS
Windows

Attachment

Re: Can't Manage Users

pendean — Tue, 04 Jun 2024 13:12:51 GMT

@Brett.Krouskop What did these offer for more information?

Re: Can't Manage Users

Brett.Krouskop — Tue, 04 Jun 2024 13:23:06 GMT

It just says "users weren't assigned" and lists the name and email of that user.

Re: Can't Manage Users

pendean — Tue, 04 Jun 2024 15:43:22 GMT

Assuming you are using the + INVITE USER button, have you tried and had any luck getting assistance from that page in the meantime? Right here

Re: Can't Manage Users

mdavis22569 — Thu, 06 Jun 2024 11:14:01 GMT

Hi @Brett.Krouskop

Can you see anyone who was assigned it?

Can you try a new browser or one incognito?

Re: Can't Manage Users

patrick.coffeyXA6PQ — Wed, 05 Jun 2024 13:56:21 GMT

For what it's worth, I was just experiencing this myself. In my case, it turned out to be the ad-blocker extension I had running. Once that was disabled for the site I was able to add users without any issue.

Re: Can't Manage Users

mdavis22569 — Wed, 05 Jun 2024 14:23:06 GMT

@Brett.Krouskop my thought kind of too.. and why I think a different browse might be able to show it ..

Re: Can't Manage Users

mdavis22569 — Wed, 05 Jun 2024 14:23:08 GMT

@Brett.Krouskop my thought kind of too.. and why I think a different browse might be able to show it ..

Re: Can't Manage Users

Simon_Weel — Thu, 06 Jun 2024 06:31:50 GMT

Did you try the browsers Incognito / private mode?

Re: Can't Manage Users

Brett.Krouskop — Fri, 07 Jun 2024 08:19:19 GMT

I think I've figured it out. We found that this email address had been registered under a different group and then the user deleted. Now that email is locked out. The error message we're getting is just misleading. It seems to point to some sort of web site issue (which around the same time, the site was throwing up an error even trying to pull up the user lists so that made sense), when I think it's the email not being available.

Re: Can't Manage Users

ElrinaMills — Thu, 12 Sep 2024 22:51:01 GMT

What we just discovered is that when users are added to your ACC/BIM360 account, they are also added as guests to your Autodesk Account.

You cannot see them in your Autodesk Account unless you toggle on "Show Guests" under User Management>>By User.

when you try to add a user to your Autodesk Account and you get the network connection issue, it most likely means that they are already in your account, but as a guest.

You can change their role by going to User Management>>By User, selecting them, and then changing their role to User.