topic Re: Can't access products on expired maintenance agreements in Installation & Licensing Forum

Can't access products on expired maintenance agreements

jmyklatun — Fri, 27 Oct 2017 07:40:41 GMT

Hi!

We currently have some products under maintenance agreements and some on expired maintenance agreements. Perpetual licenses.

Previously i have been able to access the expired products and serial numbers by clicking "Download other Autodesk software product(s)" in the account management site. The last few times i have tried to access this (over several weeks), the link has always been dead.

"We are down for maintenance.

Sorry for the inconvenience. We'll be back shortly. "

Is the site taken down ?

How can i now access my products and serial numbers on expired maintenance agreements ??

Re: Can't access products on expired maintenance agreements

Mark.Lancaster — Fri, 27 Oct 2017 08:52:20 GMT

@jmyklatun

This option is down for everybody.. Are you the contract manager or software coordinator for you subscription?

Re: Can't access products on expired maintenance agreements

jmyklatun — Fri, 27 Oct 2017 09:01:19 GMT

Yes i am the coordinator/contract manager for these.

Is this an announced permanent change ? Could not find any information on this.

In that case, what is the new way of accessing my perpetual licenses not under maintenance agreements ?

Re: Can't access products on expired maintenance agreements

Mark.Lancaster — Fri, 27 Oct 2017 09:06:01 GMT

@jmyklatun

I'm only a user so I have no access to your Autodesk Account or know what's going on with in. In addition I don't know the history of your products and etc. But you will need to chat with an Autodesk Agent >>here<< and discuss with them your situation.

Re: Can't access products on expired maintenance agreements

jmyklatun — Fri, 27 Oct 2017 10:59:24 GMT

I have contacted Autodesk to find a solution for this, they will get back to me on it.

If the page is similar for everyone, then it should not be something specific to my account ?

How does other people access old perpetual licenses ?

Re: Can't access products on expired maintenance agreements

JReese-NC — Fri, 27 Oct 2017 20:38:57 GMT

Not really a solution for this situation but something I have learned over the years with this transition to digital only software.

The first chance you get download the installation media and either store copies somewhere safe or make your own discs for backup along with documenting all of your serial number information.

Re: Can't access products on expired maintenance agreements

Mark.Lancaster — Fri, 27 Oct 2017 20:58:14 GMT

@jmyklatun

Under further investigation, this download option at the bottom of your Autodesk Account went to a web site that has been disabled for an extend period of time (or obsoleted).

There's talk that its coming back (and that's why you see the message down for maintenance).. But right now the "talk" appears as a rumor and there's no official word from Autodesk about this.

How old is your perpetual license that you are looking for? Are you sure you were the contract manager for those perpetual license contract?

Meaning if you were, you should still see them in your Autodesk Account and you shouldn't have to use the (obsoleted) button at the bottom of your Autodesk account..

Re: Can't access products on expired maintenance agreements

jmyklatun — Mon, 30 Oct 2017 07:47:56 GMT

After talking to support, it turns out that the older (2016) license was still registered to a former employee.

The new licenses was transferred, but the older ones were not. This was now fixed by Autodesk and as you say, they now show up in the main page along with the other licenses.