topic Re: How do I get EDU support? in Installation & Licensing Forum

How do I get EDU support?

jasonshank — Tue, 21 Mar 2023 15:00:30 GMT

I am a network/everything admin trying to get a new lab deployed in our district. I have done this several times over the past 8 years, but it looks like Autodesk has made some big changes. I have read every relevant support page I can find. I am verified and able to download software, but none of the licenses show up in my account. I am also unable to manage users or create custom installations. I have tried looking for answers on the Education support page which somehow leads me back down a trail to itself. This is how I found this forum. Pinned posts on this forum all seem to send me to the Edu support page. Every time I contact support from the Edu Support page they initially state they cannot help me and give me a link to the Education Support page to get help. After pointing out that was how I reached them in the first place they tell me they are escalating my ticket and then I never hear from anyone.

I expected to have to contact support because in the past I have never had the products show up in my account like they are supposed to. Previously, support was always able to resolve the issue. I am at a loss and do not know to support my lab teachers who also have the same support issues.

Does anyone have any suggestions or the ability to point me to something I am missing? This is my final attempt at a resolution before having to explore redeveloping our drafting programs. Oddly enough, that is starting to look like the best path forward.

Re: How do I get EDU support?

rushabhthakkar_910 — Tue, 21 Mar 2023 15:12:52 GMT

@jasonshank, what do you see here..?? https://manage.autodesk.com/products

Also have a look at this..!! https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Student-license-showing-as-a-trial-version.html

Re: How do I get EDU support?

jasonshank — Tue, 21 Mar 2023 15:44:09 GMT

@rushabhthakkar_910
The product page of my account is empty.
The software I have is activated on my test machine, but I am looking for the ability to create deployments and manage users. I am unable to do any of this because It shows I have no products. Are there different education account types?

Re: How do I get EDU support?

pendean — Tue, 21 Mar 2023 15:54:25 GMT

EDU Support Access is here, look for the new automated pop-up (takes a few seconds to show up if your pop-up blocker does not kill it) with common questions
https://www.autodesk.com/education/support?startHelpBranch=AVA-edu-flow&mode=open&_ga=2.35539169.196809149.1670851138-494920250.1660049366

Re: How do I get EDU support?

jasonshank — Tue, 21 Mar 2023 16:21:34 GMT

@pendean Unfortunately, the link you supplied is the link to the Education Support page. It pops up the chat window that I have already used twice and have been told both times they are unable to access education accounts and are therefore unable to help. They then tell me they are escalating to the "education support team" only I never hear from anyone again.

All roads seem to lead back to the education support page in an endless circle.

Re: How do I get EDU support?

jasonshank — Tue, 21 Mar 2023 17:04:46 GMT

@pendean Just to be vigilant I tried contacting support again with the link you provided. They said the education team, who I have not heard from, is working on the issue. They then said they prioritized my request and that the Edu Support team will contact me when it is fixed. This is the same information I receive every time I contact support. So I am back in the same place again, waiting indefinitely, with no contact from the Edu Support team stating they understand my problem and are working on it. Support only seems to be able to tell me someone else must help me, but I never hear from that someone else. Is this a common support experience?

Re: How do I get EDU support?

rushabhthakkar_910 — Tue, 21 Mar 2023 17:36:51 GMT

@LeoWarrenADSK can you help..??

Re: How do I get EDU support?

lukaszb — Tue, 21 Mar 2023 19:08:49 GMT

Is this a common support experience?

Yes, I'm in the same boat as you. I have the exact same experience as you.

The support is non existent. It was not like that many years ago.

Re: How do I get EDU support?

LeoWarrenADSK — Thu, 23 Mar 2023 00:07:59 GMT

Hi @jasonshank,

I apologize for the delay with reaching support, I've escalated internally to our Tier 2 team who will be in contact soon,

Please reach out to me if you have any further questions,

All the best,

Leo

Re: How do I get EDU support?

jasonshank — Mon, 27 Mar 2023 07:02:25 GMT

@LeoWarrenADSK Thank you for the response. Someone did contact me and sent me a link to the EDU support page for creating a custom install. I responded once again providing the information that the issue preventing a custom install or user management is that none of my products are showing up in my account. It has been 5 days since my 6th failed interaction with support.

Re: How do I get EDU support?

LeoWarrenADSK — Mon, 27 Mar 2023 22:05:24 GMT

Hi @jasonshank,

Unfortunately, Tier 2 has not yet picked up your case; I've sent another message asking them to take a look - they should be in touch soon.

All the best,

Re: How do I get EDU support?

bmazinCQ2QP — Tue, 28 Mar 2023 16:32:57 GMT

I have an open thread in this forum with the exact same problem. Its extremely frustrating and I have been trying to solve this problem for months.

Re: How do I get EDU support?

ddavep — Tue, 28 Mar 2023 18:41:00 GMT

I have the same problem as well. A case was opened and support is looking into it. However, after reading this thread I'm not so sure my issue will get resolved. Here's hoping for the best.

Re: How do I get EDU support?

bmazinCQ2QP — Mon, 03 Apr 2023 16:54:12 GMT

Have you guys had any luck getting this fixed? I've had radio silence from Autodesk support for over a week.

Re: How do I get EDU support?

jasonshank — Fri, 14 Apr 2023 20:16:23 GMT

@bmazinCQ2QP We have had the issue partially resolved where the products are showing up in my account, but only under classic view. This still doesn't allow the creation of custom installs and I still don't have any user management. I did finally receive contact from support but it has been radio silence for about two weeks now and no forward motion. Meanwhile, our Autodesk lab teachers and support staff are having a hard time figuring out how to manage all the student accounts.