topic Re: ReCap issues in ReCap Forum

ReCap issues

Anonymous — Tue, 03 Oct 2017 20:18:06 GMT

I was a user of Remake. I spent months trying to just use remake as Autodesk kept cancelling my subscription account.

Then I receive a message to say that remake is changing to recap. So I spend a week making this change as the software wouldn't initially install on my computer. Instead of getting support from Autodesk, I received emails that did not help / address the key issue. That the software wouldn't install.

At no point could I actually open remake. It kept telling me it was no longer valid. The software wouldn't open at all on my computer (and you can't download a copy of this anymore).

So in order to be able to download Remake I sought online help from Microsoft and got it resolved.

I've since been trying to stitch together a 3D model in Remake. It tells me that I need to free up space. So I've been deleting models.

It still wouldn't work.

I then read on a forum that the student licenses don't currently allow us to create 3D models. That we should continue using Remake until it is resolved.

I've tried to purchase a subscription but as it's a purchase while I am in the USA, it doesn't let me do that with my Australian visa (or Australian address).

I would love to use this software but the support prevents this from actually happening.

Re: ReCap issues

Anonymous — Wed, 04 Oct 2017 06:36:02 GMT

Hello,

Sorry about the issues you are facing.

Regarding problems with using the product, could you please clarify if you have ReMake or ReCap Photo currently installed?

If you have ReMake installed, what version is it? If using version 17.25.3.1, you can apply the following patch to update to version 17.25.4.3
http://up.autodesk.com/2018/MMNTO/ReMake_2017_Update_17.25.3.1_to_17.25.4.3.msp

This version will work till 30th November, 2017.

Alternatively, if you have a valid ReMake EDU subscription, you can still download and use ReMake from your manage.autodesk.com account.

Also, you mentioned, after deleting photos, 'It still wouldn't work.'

What happens? you get a error message? an application crash?

Regarding ReCap Photo not supporting EDU, currently ReCap Photo does not provide online processing to EDU users. We are working on a viable option to allow EDU users to access this functionality.

Regarding purchase, Autodesk ReMake is no longer available.

To purchase Autodesk ReCap from Australian site, please try the following link:

https://store.autodesk.com/store?Action=DisplayPage&Env=BASE&Locale=en_AU&SiteID=adsk&id=QuickBuyCartPage

Do let us know in case of any questions.

Regards,

Devang

Re: ReCap issues

devangshah — Wed, 04 Oct 2017 07:07:41 GMT

Reposting message from correct account.

Hello,

This version will work till 30th November, 2017.

Alternatively, if you have a valid ReMake EDU subscription, you can still download and use ReMake from your manage.autodesk.com account.

Also, you mentioned, after deleting photos, 'It still wouldn't work.'

What happens? you get a error message? an application crash?

Regarding ReCap Photo not supporting EDU, currently ReCap Photo does not provide online processing to EDU users. We are working on a viable option to allow EDU users to access this functionality.

Regarding purchase, Autodesk ReMake is no longer available.

To purchase Autodesk ReCap from Australian site, please try the following link:

https://store.autodesk.com/store?Action=DisplayPage&Env=BASE&Locale=en_AU&SiteID=adsk&id=QuickBuyCar...

Do let us know in case of any questions.

Regards,

Devang

Re: ReCap issues

Anonymous — Thu, 05 Oct 2017 20:56:52 GMT

Hi Devang,

Unfortunately, I don't have access to the original remake anymore. Otherwise, I'd certainly like to continue using it. However, the moment that I received an email from the Autodesk team regarding the upcoming change from remake to recap, I could no longer access my software. I've been trying to fix this since.

I am also no able to access the Australian purchase site as the search engine doesn't work on internet 10.

Autodesk - I have developed so much animosity for the support with this product. If only they could get that sorted.

Re: ReCap issues

devangshah — Fri, 06 Oct 2017 03:10:36 GMT

Hello,

Do you have an EDU subscription with a valid EDU serial number/key? If so, you may download and install the following SFX and its update to get ReMake running:

http://up.autodesk.com/2018/MMNTO/ReMake_172531_Win64_dlm.sfx.exe

http://up.autodesk.com/2018/MMNTO/ReMake_2017_Update_17.25.3.1_to_17.25.4.3.msp

Regarding the purchase site, here is the direct link to ReCap's subscription page for Australia:

https://www.autodesk.com.au/products/recap/subscribe?plc=RECAP&term=1-YEAR&support=ADVANCED&quantity=1

Regards,

Devang

Re: ReCap issues

anil_mistry — Mon, 09 Oct 2017 14:41:27 GMT

Hi @Anonymous,

I'm just checking in to see if you need more help with this. Did the suggestion that @devangshah provided work for you?

If so, please click Accept as Solution on the posts that helped you so others in the community can find them easily.

Re: ReCap issues

Anonymous — Tue, 10 Oct 2017 16:14:59 GMT

Good morning Anil,

Thank you for checking if devangshah's reply resolved my problems.

I think that devangshah has been incredibly helpful. Wonderfully so.

However, the answer is no. The Autodesk support desk nor contacting an Australian reseller has put me any closer to actually purchasing an active license for the new software.

Nor do I have a copy of the old remake software on my computer as the new upgrade removed that. So unfortunately a patch doesn't work either.

So in summary, although this issue has now been ongoing for several weeks, it remains unresolved.

I think that reading previous forum posts, that I am not the only person that struggles with the Autodesk support.

Re: ReCap issues

anil_mistry — Tue, 10 Oct 2017 17:52:22 GMT

Hi @Anonymous,

I am sorry to hear that. Did you try to download ReMake from this link? Did that works?

http://up.autodesk.com/2018/MMNTO/ReMake_172531_Win64_dlm.sfx.exe

http://up.autodesk.com/2018/MMNTO/ReMake_2017_Update_17.25.3.1_to_17.25.4.3.msp

I will check with @devangshah and see if he has any other suggestions.

Thank you and have a great day!

Re: ReCap issues

critesh — Wed, 11 Oct 2017 02:38:41 GMT

Hello @Anonymous,

Sorry for accidentally clicking on Accept Solution (wanted to click on reply).

BTW, when you said "Nor do I have a copy of the old remake software on my computer as the new upgrade removed that. So unfortunately a patch doesn't work either."

Did you try installing the full software using this link? http://up.autodesk.com/2018/MMNTO/ReMake_172531_Win64_dlm.sfx.exe

If you are able to install it using above link, then use the patch link to update it.

Sorry if I misunderstand your question and giving you the answer which you already know.

Thanks,

Re: ReCap issues

anil_mistry — Wed, 11 Oct 2017 14:05:21 GMT

Hi @Anonymous,

I'm just checking in to see if you need more help with this. Did the suggestion that @critesh and I provided work for you?

If so, please click Accept as Solution on the posts that helped you so others in the community can find them easily.

Re: ReCap issues

Anonymous — Thu, 12 Oct 2017 10:53:22 GMT

No it didn't help.

I receive a notification that a 'newer' version of the software is already installed on my computer.

Look, please don't ask me to close this out when the solution is provided at 8pm and you already hound me to close it by 7am the next day.

In addition, I've been receiving emails from support that also suggest that I contact the Australian resellers when I already clearly previously communicated that I have tried this option too.

It would just be useful if Autodesk didn't release new software that couldn't actually be used. That would solve the issue - and prevent older versions from being used too.

Re: ReCap issues

anil_mistry — Thu, 12 Oct 2017 12:55:18 GMT

Hi @Anonymous,

I am very sorry about your experience. Do you have ReMake or ReCap photo installed on you computer? Do you receive this message when you are trying to installed ReMake from provided link: "a 'newer' version of the software is already installed on my computer"?

Thank you and have a great day!

Re: ReCap issues

devangshah — Thu, 12 Oct 2017 15:00:44 GMT

Hello,

It seems that you have ReCap Photo installed. ReMake and ReCap Photo cannot exist side by side on the same machine.

Please uninstall ReCap Photo if present and then install ReMake version 17.25.3.1 followed by the service pack update 17.25.4.3.

We are working on a ReCap Photo update which will enable EDU users to upload and process photos without the need of cloud credits.

One may then update to ReCap Photo again.

Regards,

Devang

Re: ReCap issues

Anonymous — Sun, 15 Oct 2017 00:49:32 GMT

I think that it is fair to say that the new change is loosing customers for Autodesk.

I uninstalled Recap from my computer and then reinstalled Remake. Yet again, as I tried to open this software, it asked me if I wanted to install the latest version.

When I clicked yes, it takes me to a page to install recap pro.

When I click no, it closes the message window and refuses to open the application.

I mean honestly.... I reported this issue over a month ago now I think. It's been awhile anyway.

This is the same as 2016 all over again. Where it took me about 6 months just to get Autodesk from cancelling my license monthly.

I think it's fair to say that there is no solution unless you are able to use an international credit card on purchases or making the educational license able to create 3D models.

I am tired of wasting my time on this now. The amount of time that I try to be a customer far exceeds any user time that I've have with the software. Many times over.