Issues inviting a member to the project

chubbard · ‎05-22-2018

I have invited a new member to the project. It appears they didn't have an Autodesk ID so when they received the invitation they created a new login. However when they verified the id an error was generated and now they cannot login to the project.

However in the admin users page I can see them as accepted and using a ADESK ID.

I have tried getting support but the only way to contact ADESK about ID is chat and email .It appears chat is not available today? Any ideas on how to get them access to the project?

anil_mistry · ‎05-25-2018

Hi @chubbard,

Thank you for participating in our Community! Which project are you trying to add user (BIM 360 Docs, BIM 360 Field, BIM 360 Glue). Have you tried deleting user and adding again?

Thank you and have a great day!

Anil Mistry
Technical Support Specialist

chubbard · ‎05-25-2018

It would appear the issue is not the invitation to the project, but they ADESK ID verification process. Support was supposed to take care of it but I have not heard back.

They are currently invited to the project, but cannot log in as they have been unable to verify their ID

anil_mistry · ‎05-25-2018

Hi @chubbard,

Thank you for your reply. Do you have support case number if user submitted one? If you can provide me support case number or user ID then I may be able to investigate further.

Thank you and have great day!

Anil Mistry
Technical Support Specialist

chubbard · ‎05-25-2018

They never gave me a case#. Below is the chat transcript

Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎23‎:‎27‎ ‎AM): Hello. My name is Evan. How may I assist you?
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎24‎:‎18‎ ‎AM): I have a user i invited to our Bim360 site. They are getting an error when verifying their autodesk account. They show as on the project but cannot login
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎25‎:‎46‎ ‎AM): Hello Christopher, what is the users email address?
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎26‎:‎13‎ ‎AM): tbloedel@jtmconstruction.com
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎28‎:‎26‎ ‎AM): thank you. So they are they getting the verification email in their inbox and getting an error from that?
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎28‎:‎31‎ ‎AM): Or are they not receiving at all
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎29‎:‎19‎ ‎AM): They are getting the email, when they click they get Sorry something went wrong If you are the application owner check the logs for more information
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎31‎:‎21‎ ‎AM): Got it. I have seen the error happen before with the button specifically. There is a URL underneath the button on the email. Are they able to copy that and paste directly to the URL search bar in a browser?
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎32‎:‎06‎ ‎AM): We did try that as well. Same issue. And when they try to access the BIM360 site directly they are getting the same error
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎32‎:‎58‎ ‎AM): okay. Let me get this submitted to the team that handles the verification and see if they can manually submit the account for this user
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎34‎:‎53‎ ‎AM): I will reach out to them right now, and I can update you as soon as I hear from them
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎34‎:‎59‎ ‎AM): ok
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎35‎:‎30‎ ‎AM): Thank you Christopher. I will email you as soon as I hear from them that it is complete.
Me (‎5‎/‎23‎/‎2018‎ ‎8‎:‎35‎:‎38‎ ‎AM): thanks
Evan C (‎5‎/‎23‎/‎2018‎ ‎8‎:‎35‎:‎46‎ ‎AM): Have a nice day.

anil_mistry · ‎05-25-2018

Hi @chubbard,

I found this support case 14260632 that was created from your chat discussion. Case owner is waiting for an update from emailed verification team. I will follow-up with case owner and will give you an update soon.

Thank you and have a great day!

Anil Mistry
Technical Support Specialist

anil_mistry · ‎05-29-2018

Hi @chubbard,

Thank you for your patience. I am still waiting for an update from case owner. I just send him follow-up email and will give you an update as soon as i get more information.

Thank you and have a great day!

Anil Mistry
Technical Support Specialist

chubbard · ‎05-31-2018

So its been over a week since I posted this and filed a support request. No response from ADESK at all.

anil_mistry · ‎05-31-2018

Hi @chubbard,

Thank you for your patience. I just follow-up with Evan and waiting for him to give me an update. I will let you know as soon as I get an update from Evan.

Thank you and have a great day!

Anil Mistry
Technical Support Specialist

anil_mistry · ‎06-05-2018

Hi @chubbard,

Per support case its looks like that user is able to login now. Please let me know if you have any other questions or concerns.

Thank you and have a great day!

Anil Mistry
Technical Support Specialist