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Since I see online customer service reps in the forums, I figured I would try this here.
Short version: Case No:11297744
I purchased 2 new AutoCAD LT 2016 subscriptions 3 days ago on Cyber Monday. I can’t add users to my account and the software will not activate. I opened a case and was told by Autodesk's e-mail Customer Support that my newly purchased software expired . I believe I need Autodesk's Online Support to submit a recync for my account and maybe look into my subscription expiration date. Please help...
Long version:
I purchased 2 new subscriptions to AutoCAD LT 2016 on Cyber Monday (11-30-2015). Once I received my confirmation e-mail, I activated the expired trial version on my computer with the newly received S/N and Prod Key and it seemed to work fine. After that I installed a fresh copy on my boss’s computer and activated that copy as well.
After installation, I closed his copy of AutoCAD. When he noticed the new AutoCAD on there, he tried opening it but he got a message asking him to "Contact you administrator to request permission to use this product". I wasn't sure what was happening so I did a little reading. I figured I needed to add users to my Autodesk account. I tried doing that but the system would either hang or boot me back to the Users page without adding users. I've tried over and over for the last 3 days. Also, If I click on the "Manage Software Coordinators" link, I get an error message stating "We're having trouble loading this page. Your session might have timed out. Close this page, refresh, and try again."
After this, I called Autodesk using a phone number I found in the Autodesk Support section of their website. I talked to a young lady that seemed confused by what I was trying to explain to her. She finally said it was beyond her ability to help me and she would have to open up a case and have technical support contact me. They sent me an e-mail a few hours later and I replied with my issue.
On Tuesday, I opened the copy on my workstation that worked the day before and received the same error message that my boss got. Now both licenses are no longer authorized and not working.
Today I received a reply to my e-mail. In this reply the Customer Service rep stated my brand new subscription expired on the day that I purchased it and that I should contact an Authorized reseller to purchase a new license. Here is the text from the e-mail I received:
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Hello from Autodesk,
We received your request but can't provide additional help because the serial number submitted is expired:
Serial Number: 000-00000000 (<--- I deleted my actual S/N)
Expired Date: 11/30/2015
In this case what I can recommended you if purchase the license from a reseller is to contact him in order to renew your subscription but if you purchase from estore, you will need to get a new license in this case.
Please contact any of our authorized Autodesk reseller for assistance at www.autodesk.com/reseller
Abdiel Badilla
Autodesk
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Needless to say, I’m a bit miffed by this.
After doing some research, I see many people that have had similar issues. The thing that seems to fix this is having their account resync’ed - as mentioned in this thread: I am unable to activate my newly purchased software. Can I get my account resysnc’ed to see if this helps and can someone look into why the fellow that e-mailed me thinks my subscription expired? I would also like my subscription expiration date adjusted to reflect the lost time. Thank-you.
Solved! Go to Solution.
