topic Re: Flame 2021 student version installation issue in Installation & Licensing Forum

Flame 2021 student version installation issue

Anonymous — Sun, 12 Jul 2020 14:27:19 GMT

hi,

I'm trying to install flame 2021 student version. As i'm a student, i'd installed 2018 student version few times back. Now i wanted to use new flame student version. I've downloaded it with keys. Now i'm facing issues in installation and running the software as well. I've done multiple attempt to install it.

I'm using imac 2017, os is high sierra.

I'm trying to reinstall it again and again but i don't find any solution. Deleted all files from many places as well.

Is there any solution?

Re: Flame 2021 student version installation issue

yann.laforest — Sun, 12 Jul 2020 16:16:11 GMT

Hi @Anonymous,

Can you please describe the problems you are encountering?

Does the application install but cannot be launched?

Best,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Sun, 12 Jul 2020 17:26:51 GMT

hi,

After trying multiple times. Flame 2021 couldn't run so i removed it and installed flame 2018.3 on my imac. It was installed properly, but couldn't run and started to give this error "application cannot start, /opt/Autodesk and/usr/discreet. So i disabled both of these by running commands.

Now i'm getting error "Application exited abnormally". Is there any solution of this?

Re: Flame 2021 student version installation issue

yann.laforest — Sun, 12 Jul 2020 21:15:00 GMT

Thanks.

The first thing to try is to perform a fresh install of the application.

Please, beware that performing the steps below will remove the existing Flame projects on the workstation.

Uninstall the application(s)
Delete the /opt/Autodesk and /usr/discreet directory
Run 'pkgutil' command to remove Autodesk 'com' packages from a terminal: sudo pkgutil --pkgs | grep -i autodesk | xargs -n1 pkgutil --forget (you need to type the admin password in the terminal after running this command)
Install the application(s)

Let us know if the problem persists after performing those steps.

Best,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Mon, 13 Jul 2020 05:56:33 GMT

hi,

i've followed your steps. It was successfully done. I made fresh installation. Now when i try to open, software doesn't launch.

Re: Flame 2021 student version installation issue

yann.laforest — Mon, 13 Jul 2020 11:44:18 GMT

Thanks @Anonymous.

Can you provide the app and shell log files located under /opt/Autodesk/log?

Best,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Mon, 13 Jul 2020 11:49:06 GMT

hi,

opt/autodesk/log. this folder is empty

Re: Flame 2021 student version installation issue

yann.laforest — Mon, 13 Jul 2020 11:53:18 GMT

Thanks for confirming.

It means that Flame does not go beyond licensing in this case. Hence, I suspect that the problem is related to the license.

I suggest contacting the Educational Customer Support team to get assistance here.

https://www.autodesk.com/education/support/edu-contact-us-form

Best,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Mon, 13 Jul 2020 12:00:10 GMT

hi,

i'm facing similar issue

Re: Flame 2021 student version installation issue

yann.laforest — Mon, 13 Jul 2020 12:02:11 GMT

Hi @Anonymous,

The Uninstall cannot be launched likely because it is no longer available on the station. It might have been deleted - removed manually in this case.

In this case, you can bypass the step #1 and go directly to step #2.

Uninstall the application(s)
Delete the /opt/Autodesk and /usr/discreet directory
Run 'pkgutil' command to remove Autodesk 'com' packages from a terminal: sudo pkgutil --pkgs | grep -i autodesk | xargs -n1 pkgutil --forget (you need to type the admin password in the terminal after running this command)
Install the application(s)

Best,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Mon, 13 Jul 2020 12:04:49 GMT

hi,

I'll try to do this.

Re: Flame 2021 student version installation issue

Anonymous — Tue, 14 Jul 2020 08:21:00 GMT

hi,

i'd contacted Customer Support team. Got reply from Jeffrey Ramirez. So now problem is solved.

Steps i followed,

1 Remove '.install' files.

sudo rm -rf /opt/Autodesk/.installDeps
sudo rm -rf /opt/Autodesk/.installResume

2, Run 'pkgutil' command to remove Autodesk 'com' packages

sudo pkgutil --pkgs | grep -i autodesk | sudo xargs -L1 pkgutil --forget

3, Removed all installed files manually

autodesk from application,

opt folder

4, Installed Flame again.

It is working fine now. Activated license also.

Thank you so much for your support

Re: Flame 2021 student version installation issue

Anonymous — Sat, 18 Jul 2020 13:58:35 GMT

hi,

I'm getting new error that if flame crashes while importing any old projects or gets any errors in compositing. Flame just crashes. When i open flame again, it creates new workspace. So there confusion of multiple workspace. When i open any one, flame doesn't start. So next time i tried to open other workspace but still didn't happened. This goes on and on.

I'm not able to open any projects because of this error.

Re: Flame 2021 student version installation issue

yann.laforest — Sat, 18 Jul 2020 14:08:22 GMT

Hi @Anonymous,

Can you please share the app and shell log files located under /opt/Autodesk/log?

Regards,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Sat, 18 Jul 2020 14:12:23 GMT

hi,

I've attached latest log file. plz check.

Re: Flame 2021 student version installation issue

yann.laforest — Sat, 18 Jul 2020 14:19:56 GMT

Thanks @Anonymous,

This is not the logs I am looking for.

Can you please share the app and shell log files?

Example:

flame2021_app.log

Regards,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Sat, 18 Jul 2020 14:24:27 GMT

hi,

sorry for the wrong file. I'm using Flame 2021 student version. I've attached a zip file of both logs.

Re: Flame 2021 student version installation issue

yann.laforest — Sun, 19 Jul 2020 12:05:40 GMT

Thanks @Anonymous .

The shell log is abnormally massive (more than 800MB), while its size should be a few KB.

It makes it impossible to read in a text reader.

I suspect that some repeated lines are bloating the log file until the application crashes.

Can you please try to launch the application, create a new project, exit the app, and share the new log files?

We might be able to identify what is bloating the log file with this new log.

Regards,

Yann

Re: Flame 2021 student version installation issue

Anonymous — Sun, 19 Jul 2020 12:27:13 GMT

hi,

I've attached new log files. Plz check

Re: Flame 2021 student version installation issue

yann.laforest — Mon, 20 Jul 2020 12:18:15 GMT

Hi @Anonymous,

The problem seems to be related to the fact that Flame tries to access a framestore that is not reachable.

Jul 18 19:42:07 : Cannot send to destination framestore ID: 111: Failed to find framestore id while establishing a connection to 111.
Jul 18 19:42:07 : Could not get file system info for host 111 partition 7: Connection refused.

Can the projects be opened in the Flame version(s) in which they have been created? If so, the easiest solution would likely be to archive them and restore the archives in 2021.

Let me know,

Best,

Yann