Don't have an Autodesk Subscription

[Anonymous]

When I open the Desktop app it came up and said you don't appear to have an Autodesk subscription...blah blah.   If I click on my name I can use the link to get to my subscription site.  Looked through the settings but didn't see anything obvious.

[wongam]

Hi @Anonymous,

Do you mean you actually have subscriptions, however the Desktop App is showing otherwise? Please share a screenshot if there is any error message.

If you have a subscription, could you please provide Order number?

[Anonymous]

Yes I have a subscription, and on my other computer it works fine.

[srinivasarao.potla]

Hello@Kent_Keller,

Thanks for your Feedback.

Here is the Scenario 1,  if a customer has Network license, Multi user and Suites, when they installed the products from Accounts portal they will see the updates on Auto desk desktop App.

Scenario 2. if a customer has Network license, Multi user and Suites, when they installed the products from Accounts portal they will see the updates on Auto desk desktop App and if the customer installed all the available updates then ADA will display  “you don’t appear to have an Autodesk subscription, clic here for subscription information or download a trail”.  It is expected behavior.

I think the customer has network license or multi user license or suites and installed all the available updates.

https://knowledge.autodesk.com/search-result/caas/sfdcarticles/sfdcarticles/Desktop-App-Manager-You-...

Please find the attachment.

Hope this helps,

Regards,

Srinivas.

[Anonymous]

I haven't looked at the knowledge base yet, but I have a standalone license.

Shouldn't this be showing the hotfixes if they are installed?

Also, why show a screen about trials to someone on subscription?  why not just say you have installed all updates?

[Anonymous]

Just to add, I went to the knowledge base article and followed all the steps.  I even uninstalled and downloaded and installed it again, and it shows the same thing.

[srinivasarao.potla]

Hello@Kent_Keller,

Thanks for your response.

i think i need to learn about your computer state with respect to Autodesk installed products and also for investigating the issue further we need Autodesk Desktop App logs.

Could you please follow the instruction in the attachment and share the log file?

Please find the attachment.

Regards,

Srinivas.

[Anonymous]

I have attached the requested files.

[natasha.l]

Hello @Anonymous,

Have you tried steps 1-3 in the article provided by @srinivasarao.potla? 

Please let us know if you need some more assistance or you have resolved this issue with the steps provided. 

Remember to please "Accept As Solution" if a reply has helped resolve the issue or answered your question, to help others in the community.

Thank you. 

[Anonymous]

Yes, I have done all the steps in the file posted.     I should say though, that ever since Autodesk went to one login, I have had issues because I still have at least two if not more.   That being said, I tried logging in on each one before running the program, and since it takes me to my subscription site with the default I presume it is correct.

[srinivasarao.potla · Accepted solution]

Hello@Kent_Keller,

Thanks for sharing log files.

I have gone through the log files, i think you have PDSP suite,  For suites, if you install products from Accounts then it will display the updates on Autodesk desktop app but if you installed all the available updates from Autodesk desktop app or accounts, then  ADA will display the screen says that  “you don’t appear to have an Autodesk subscription, clic here for subscription information or download a trail”.

Shouldn't this be showing the hotfixes if they are installed?  

 The answer is NO.

Also, why show a screen about trials to someone on subscription?  why not just say you have installed all updates?

Thanks for your suggestion.  Our team is working on this, we will display better meaningful message.

Thanks for your valuable time. Hope this helps.

Regards,

Srinivas.

[Anonymous]

hello

I have not see tool Display wehn I make a new tool.

thanks