topic Re: Custom install empty in Installation & Licensing Forum

Custom install empty

gerardsweeney — Mon, 19 Apr 2021 12:44:38 GMT

Like someone else on here, my "Custom install" software list is empty.
I've downloaded and used registeronce to register AutoCAD 2022/Inventor 2022 etc etc.
The software appears under my "All products and services", but "Custom install" remains stubbornly empty.

https://knowledge.autodesk.com/support/3ds-max/troubleshooting/caas/sfdcarticles/sfdcarticles/Deployment-creation-option-is-missing-on-Autodesk-Accounts-portal.html

I should contact my "Contract administrator" or my "Software coordinator".. I have no idea who that is within Autodesk?

2 people with the same issue on here said that they had to get their account fixed to recognise them as being the administrators of their AutoCAD software.

Could someone please assist? The chat support thus far has not been overly inspiring.

Re: Custom install empty

natasha.l — Mon, 19 Apr 2021 21:38:39 GMT

Hello @gerardsweeney,

The contract manager is the main point of contact on an Autodesk contract, and there can be only one per contract.

They may also install software & manage the Autodesk software within the organization.

I have reviewed your account details and see that you have an educational account. If you believe that you are the Contract Manager for the educational institution reach out to the Educational Support Team regarding accessibility to the "Custom Install" tool.

Please "Accept Solution" if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

Re: Custom install empty

gerardsweeney — Tue, 20 Apr 2021 08:29:30 GMT

@natasha.l

Thanks for getting back to me.
Unfortunately - your link just took me to the general "Contact us" page on Education.
What am I meant to select there? The only thing I can see that looks close to contacting a human is the chat - which is useless.. I raised a ticket with them a week ago about this - "it is with our internal team". If I request an update from them, I get a stock "it is with our internal team" response.

The other option on that link takes me to the community forum - which is here. It's how I got here in the first place!!

I am the sole administrator of Autodesk software for my authority. I always have been.
If you look at my account, you'll see that I was the administrator for multiple high schools under the old setup.

It's only when I was forced to re-register myself by sending in photos of my ID card etc that I lost this. My multiple high schools are now sharing a single licence key because there was no apparent way to re-register myself with all of the schools.

I need a way to speak to an actual human being to get my support request moved on.
We are supposed to have a UK Education Account manager within Autodesk. I won't name him publicly. He's not answering my emails, nor is he answering my phone calls. I don't know if he's left (as has happened before), or if he's on annual leave.

I apologise if this sounds terse/downright rude, but this issue with my account has dragged on for months and this ridiculous new situation where I can't even create deployments is - frankly - testing my last shred of patience. I shouldn't have to air my issues on a public forum in order just to get my account fixed, but if that's what it takes then I'll try anything.

Thanks

Re: Custom install empty

gerardsweeney — Tue, 20 Apr 2021 09:17:50 GMT

Partial progress..

Shortly after my mini-tanti above, I received an email "Order Summary" with a new maintenance plan with web support for AutoCAD 2022.0.1.

Under my Recently purchased products, it has now changed from AutoCAD: 6000 perpetual seats (for 2018 and 2022) to AutoCAD:3000 perpetual and AutoCAD 2022 - 3000 seats maintenance plan.

Under "Custom install", I can now create a deployment for AutoCAD 2022.

So that's 1 product done, 3 to go: Inventor, 3DS Max, Revit.
Going on the assumption that the above was done by some kind soul as a result of my plea above, could they also do the same for Inventor, 3DS Max and Revit?

Thanks!

Re: Custom install empty

natasha.l — Tue, 20 Apr 2021 19:09:55 GMT

Hello @gerardsweeney,

I am glad to hear that the educational team reviewed your request and resolved it for you. 😊

They are the only department with the ability to make these changes within your account, please continue to reach out to them.

Re: Custom install empty

gerardsweeney — Wed, 21 Apr 2021 07:20:03 GMT

Your interpretation of the situation differs from mine.

I can't "reach out" to Education support. I have absolutely no way of contacting them.

My support ticket has not been updated - so AutoCAD mysteriously becoming available is not because of that.
This is now starting to have an impact on my job. I have wasted a week chasing up the ability to install software that the schools are now requiring. My opinion of Autodesk's support has never been lower, frankly.

If anyone reading this has an email address or a phone number of someone who can help get this sorted, I would be grateful.

Re: Custom install empty

natasha.l — Wed, 21 Apr 2021 18:02:22 GMT

Hello @gerardsweeney,

It seems there is a misunderstanding, did you get the chance to click the link I provided above?

Please click on the link to connect to the Educational Support Contact page, then click "Ask AVA"
Click "Create a case" & follow the prompts

This will open up a case with the Educational Support Team, where they will be able to communicate with you directly via email or phone to resolve this issue for you.

Please let me know if you have anymore questions & have a great day.

Re: Custom install empty

gerardsweeney — Fri, 23 Apr 2021 08:00:05 GMT

I've done this. I have a case open. I've had a case open for approaching 2 weeks now.
I'm trying to see if there is any way you can put me in touch with someone who can help as - thus far - whoever is dealing with my case isn't exactly inspiring confidence!

I'm now at the stage where I'm having to supply screenshots of something that isn't there.