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Academic Arnold Renderfarm Network License Issues - Autodesk Support Issues

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ben.oconnorA5W9K
412 Aufrufe, 2 Antworten

Academic Arnold Renderfarm Network License Issues - Autodesk Support Issues

I'm writing on the chance that Arnold Support staff read this post? Apologies in advance if this is the wrong forum.

 

At the college I work for, we have a Arnold Network renderfarm. This farm has been running smoothly for several years now and is a great asset. On the 12/03/2023 our Arnold Nextwork license expired.

 

Recently, Autodesk updated their Account website and sometime during this process we have lost access to Arnold Network rendering software/license in the Account page (we still have access to all other Autodesk products Maya, 3ds max etc). See attached image.Capture.JPG

 

Because we no longer can see Arnold available as a program in the Autodesk "Product and Services' section of the college Autodesk account page we have no option to renew the Arnold license.

 

The College IT department put in 3 x Autodesk Support ticket's over 2-3 days and several days later we were contacted by Autodesk Support saying that they were combining the tickets and Autodesk would be in touch. We then received an email 2-3 days later saying that Autodesk Support were looking into it. 

 

Skip forward 3-4 later, we received another email providing instructions on how to create another License file in our Account page. Obviously, we cannot generate another License file because we cannot see Arnold Network Render as a product anymore as explained in our original Autodesk Support ticket.

 

In total we have waited 2 weeks and seem to be no further along to resolving the issue and seem to be going around in circles because the original ticket has not been read correctly. We cannot update the ticket or add further comments to it because when we click on the ticket in our account 'Page 1' it takes us to another page 'Page 2' which loops us back around to either the Autodesk Support Contact page, or the App download page.... (see image below):

 

Capture2.JPG
All we require is the Arnold Network render software to be added again to our available products so we can generate a new license and get our Arnold renderfarm up and running again. Students use the farm to render out assessments tasks and the delay in getting support from Autodesk is causing some major headaches for students.

 

Any help from Autodesk support to expedite this would be greatly appreciated.

 

Cheers

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Stephen.Blair
als Antwort auf: ben.oconnorA5W9K

Did you go to the Education portal to get a new license?
https://www.autodesk.com/education/home

Educational licenses are not renewed in your Autodesk account like in the old days. 

Arnold support (me) is for rendering support. I don't have any access or control over Education licenses, or anything related to Autodesk accounts. I can see the accounts, but I cannot add products to them.

 

 



// Stephen Blair
// Arnold Renderer Support
Nachricht 3 von 3
ben.oconnorA5W9K
als Antwort auf: Stephen.Blair

Hi Stephen

 

Appreciate your response.

 

You can see in my screenshot that this is an academic account for a college and not a personal teacher/student account. Not sure if that is what you are referring to?

We did have Arnold in this list previously but it is no longer there and we would normally renew the school’s network license from here just like we do for Maya and 3ds max. 

 

Maybe I’m now wrong but are you sure logging onto the education home will show Arnold Network Render?

 

Thanks

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