Activation Issues?

[Anonymous]

My 30 day trial for ACA 2016 ended so I purchased a subscription. During my 30 day trial, ACA 2017 was released. I can't activate it with the serial number & product key that is listed in Autodesk Account Management. Apparently the serial number & product key are for ACA 2017. When I click on "Get Serial number" for version 2016, I get a message that says "we had trouble getting your serial number".

I'm under a deadline and am hoping I don't have to uninstall/reinstall do get the software running again. It seems like that shouldn't be required, but nothing would surprise me with Autodesk. 

Any help is appreciated. I'm "dead in the water" productivity wise, until I can resolve this.

[David_W_Koch]

Have you opened a support case through the Autodesk Account site?  You may get a faster response that way.

[Anonymous]

Yep...opened one about 4 hours ago. Received an email about 15-20 minutes later (obviously an auto response) acknowledging my case and giving me the case number. no other emails to this point...

If I don't have a response by early-mid morning, I'll probably just bite the bullet and uninstall/reinstall, but am not real excited about that as an option. The down time is killing my productivity and the schedules I've committed to weeks ago.

[Anonymous]

I've yet to be contacted regarding the case I opened 5 days ago, other than the initial auto response email!

Aren't most purchasers of ACA architects with deadlines, schedules to meet, etc.?

Is this typical? Do they actually have Customer Support? I'm really beginning to wonder! There is obviously no sense of urgency on their part.

Does anyone have any suggestions? PLEASE

[David_W_Koch]

I understand your pain.  Not trying to make excuses for Autodesk, but two of those days were weekend days.  Was there an option to indicate the severity of the issue, and, if so did you indicate a high level?  Most of my support requests have not been of the "I need an answer now or I cannot use the software" variety, so I did not mark them as a very high priority, and three working days to first contact would not be out of the ordinary.  I believe they try to be more responsive than that for registration/activation issues, however.  Have you viewed the case in Autodesk Account and added a new message indicating the urgency of your need?

[Anonymous]

I do realize that 2 of those days are on the weekend, but they do count on the subscription calendar! Consequently, I feel like they should provide support on the weekends as well, especially given how many of us in the architectural & design community find ourselves working on weekends.

My case was generated during a chat with a support representative who was unable to assist me. I conveyed to him the urgency of the situation, but was not given the option to indicate the severity/urgency at that time, although the support rep may have had that option.

I have added additional information & requests 2-3 times since, during which I clearly conveyed the urgency and my frustration/dissapointment.

I finally received a response late last night (Wednesday night @ 10:22 pm) that referred me to links to info I'd already read/tried (on the Autodesk website.)

They also requested that I send them my "Request Code".

From the website:

Request Codes are only necessary if you need to request an activation code so you can activate software manually on a computer that does not have Internet access. Generating a request code is only one part of the process for Manually Activating Your Autodesk Software.

Note: A valid serial number and product key are required in order to generate a request code. You do not need a Request Code for activating and registering your Autodesk software online

I don’t have a Request Code as I have an internet connection. 

I guess they are suggesting that I turn off my internet in order to activate the Product Activation Wizard, generate a Request Code, then request an Activation Code with that Request Code? That can take up to 48 hours, per the website!

I'd probably been better off uninstalling and attempting to reinstall, which I should have already done. I'd just assumed that they could give me a serial number for ACA 2016 (instead of 2017)and then I could do an update. Wishful thinking on my part, I guess. I guess I need to figure out how to save my configuration settings on a flash drive, so I can save all the customizations that I've made to the workstation during the 30 day trial.