Docs / Desktop Connector "not running"

[stevenXGGTQ]

PROBLEM:

Desktop Connector is running, but also isn't running?!?

TIMING:

First discovered the problem after our month-to-month AEC Collection subscription lapsed and we paid for a new 1-yr AEC Collection subscription.

SYMPTOMS:

(1)

Civil3D: Output > Publish Surfaces returns the following error:

(2)

Revit: opening a Revit file that contains linked topography returns the following error:

Attempting to relink the topography returns the following error:

(3)

Windows explorer: opening Autodesk Docs returns the following error:

Pressing the "Refresh" button doesn't do anything.

THINGS I'VE TRIED (none of these methods resulted in any change in symptoms):

(1) Install latest Desktop Connector update (issued 7 days ago)

(2) Close all Autodesk Applications.  Close and then restart Desktop Connector via the system tray icon.  Sign out, then sign back in via the Desktop Connector system tray icon.  DC system tray icon > Right click > Help > Check for drives.  Restart Civil and Revit.   My notes indicate that I solved this same problem a couple of months ago using this same method, but it's no longer working.

(3) Same as above, except restart computer before starting Civil and Revit

(4) Verify Autodesk credentials (I was never warned of improper credentials, but just trying to be safe)

(5) The following Autodesk help articles were unhelpful: Desktop Connector Is Not Running | Desktop Connector Error

Just so you know I'm not crazy, here's a screenshot of my system tray:

What am I doing wrong? At a standstill with these projects, thanks for any help you can provide! 🙏

[dbutts7]

I've picked up your case in Directly and have engaged other EE's that have expertise with the Desktop Connector tools. I'll keep working with you through that portal first, and once we get a solution or have to escalate, then we can come back here to provide more information for other users.

Thanks - David B.

[dbutts7]

Ignore that "resolved case" message, bad aim this morning. Did you ever try to reinstall the Desktop Connector versions and remove that 1824 build?

thanks - David B.

[dbutts7]

FYI - once the case gets escalated, I won't be able to engage with you on the support site but want to keep the conversation going here. I'd like to work up an AKN article based on what's happening to document it, as well as provide better direction than what I'm finding online. I can also engage other ADSK staff and get them to chime in here as well.

thanks - David B.

[stevenXGGTQ]

David, it's been almost 2 weeks since I reached out for support and I haven't heard from Autodesk.  We're still locked out of accessing existing Docs projects via the Web interface, in addition to all of the problems described above.  I understand the holidays are probably delaying things, but still, is this normal?  Has my case been accidentally dropped?  Thanks for your help.  Our projects are stalled and we really need to get moving.  At this point, Autodesk is becoming a major obstacle in proceeding with our work, and I would really appreciate a resolution as soon as possible.

[stevenXGGTQ · Accepted solution]

Great news, the problem is resolved.

The key piece of info was that I didn't seem to have read or write access to Autodesk Docs, despite the fact that we're paying for it.  See before and after screenshots, attached.

Here's how I restored access today:

1)

Goto https://acc.autodesk.com/projects

2) 

Use the 'contact support' button, top right corner

3)

Look for the help topic about creating a project.  Explain to the bot that there is no "Create Project" button.  Autodesk will email you back.  They got back to me in a matter of minutes

4)

After some back and forth with support, I was connected with someone who manages accounts, and they corrected the problem on their end.

5)

Close all instances of Revit, Civil, etc.  Shut down autodesk Desktop Connector

6)

Restart Autodesk Desktop Connector

7)

Right click on Desktop Connector icon in system tray > Help > Check for Drives

😎

All functionality should now be restored.  Autodesk Docs now shows up in Windows Explorer.  Revit can now read Topo from Docs.  Civil can now publish surfaces to Docs.  Docs web interface now allows creation of new projects.  Rejoice!

Thanks so much to the Autodesk folks who helped me resolve this.  I wish it could have taken less time and effort on my part, but very happy that it got done.  Thank you. 🙏