Infraworks 2019 doesnt start and also shows no error screen

[nkg2]

Good afternoon.  I am experiencing the same situation where Infraworks will not startup and no error screens.  I will see flash of another window but then closes.  It is not on under task manager details as well.  I have uninstalled and reinstalled.  I have tried opening it with and without the hotfixes.  I am the primary user and can get into other autodesk products without issue.  Please advise. 

@nkg2

Reply has been made a very own topic and the title adjusted accordingly by Tarek_K

[Karsten.Saenger]

Hi @nkg2,

the issue in the above case is that the AdSSO.exe process does not start on the computer.
The AdSSO stands for Autodesk Single Sign On and it's responsible for checking for and getting license information. If it's not started, InfraWorks cannot get access to any license information - even the info if a license is available at all and will possibly just started in viewer mode - and shuts down.
The above case is still under investigation by the development team and there is no solutioin (yet).

What Windows version are you working with, Windows 10, 7 or 8?

Regards,

Karsten.

[nkg2]

Thank you for the quick reply.  Windows 10, 64-bit

[Karsten.Saenger]

Hi @nkg2

thanks for the info.
You can check if you also have the same issue with AdSSO by starting the service manually from C:\Program Files\Autodesk\Autodesk AdSSO\AdSSO.exe

The open the Task Manager -> Details Tab, is it listed there?

Regards,
Karsten

[nkg2]

@Karsten.SaengerInteresting.  I do not have that folder at all in either Program Files or Program Files (x86). 

[nkg2]

@Karsten.Saenger  So if I don't have this on my computer and I have uninstalled it and reinstalled it from the web, how come the folder is not there or the file itself?  My other programs seem to be working.  Is this file/folder limited to Infraworks?  Regardless, where can I get that file folder and file in question?  Thanks!

[Karsten.Saenger]

@nkg2 - that is strange.
Can you check if you can install it from the InfraWorks installation files from folder Autodesk InfraWorks\3rdParty\x64\AdSSO ?

When it's missing, did InfraWorks ever start correctly before or do you try to start after a first time installation? How did you install InfraWorks?

Regards,

Karsten.

[Karsten.Saenger]

@nkg2 - please

• uninstall InfraWorks again
• go to your Autodesk Account page (accounts.autodesk.com) and "browser download" the InfraWorks installation package
• install locally

Let me know if that worked for you.

Regards,

Karsten.

[nkg2]

@Karsten.Saenger  No it did not work.  I did not even apply hotfixes yet either.  I am not seeing the file either even after this install.  I'm debating whether or not it did work after I removed 2018 last month and installed 2019.  

[nkg2]

@Karsten.SaengerTo update you on what I have done so far, without success, here is what I have done:

• I have a home license and checked to see if 2019 would work on that machine.  It is working fine.
• I went to my home computer C:\Program Files\Autodesk\ to see if the folder ADSSO was there and it was.  So I copied the contents of that folder and brought it to work.  
• I placed the folder and contents over to my work machine and had to start adsso.exe manually.  Confirmed it was in the details portion of task manager
• I tried opening Infraworks and it is not working.
• I repaired Infraworks and with ADSSO running it still did not work.  

[nkg2]

@Karsten.Saenger

To update you on what I have done so far, without success, here is what I have done:

• I have a home license and checked to see if 2019 would work on that machine.  It is working fine.
• I went to my home computer C:\Program Files\Autodesk\ to see if the folder ADSSO was there and it was.  So I copied the contents of that folder and brought it to work.  
• I placed the folder and contents over to my work machine and had to start adsso.exe manually.  Confirmed it was in the details portion of task manager
• I tried opening Infraworks and it is not working.
• I repaired Infraworks and with ADSSO running it still did not work.

I have included a screencast of my infraworks screen to show you what is going on. 

[Karsten.Saenger]

Hi @nkg2,

thanks for testing, it looks like it's the same issue as above, but I am not 100% sure yet.

It's good to hear that InfraWorks works fine from you home computer.

Could you please send the latest InfraWorks log files from C:\Users\<<USER>>\AppData\Roaming\Autodesk\Autodesk InfraWorks\logs  ?

Regards,

Karsten.

[nkg2]

My Infraworks folder is empty.  No logs. 

[Karsten.Saenger]

Hi @nkg2

ok, everything sounds like an installation issue of InfraWorks.

I think the best next step is to create a support case and assign it to the installation support team so that they can take a look.
I will create that support case for you.

Regards,

Karsten.

[nkg2]

@Karsten.Saenger

Thank you very much!  If you could set the priority not at the highest but at a level below it I would appreciate it. 

-NKG

[nkg2 · Accepted solution]

Just to provide an update on my situation: 

After working with Autodesk support staff, my problem was finally resolved after complete clean uninstall (combination of uninstall tool and microsoft uninstall tool) plus deleting some FLEX files.  That was the last resort and it finally worked.  There was nothing to point a finger at.  My suggestion after working with all of this to do a clean uninstall of all autodesk products via the following link:  https://knowledge.autodesk.com/customer-service/download-install/remove-products/clean-uninstall

Then install Infraworks first to ensure that it will work before proceeding with adding the other software back in. 

[Anonymous]

Not working for me either:

ServiceFoundation.cpp(399): error: Restoration of login failed

I'm using Infraworks from two machines, on my home desktop (IW2018) it functions perfectly, on my work laptop it won't open (IW2019). Same antivirus and firewall on both machines. 

[Karsten.Saenger]

Hi @Anonymous,

sounds like a different issue.
Do you have log files available. Usually, at home you have an open network and at work it's much more restricted, for example with proxy server or additional Firewall on the company network.

Regards,

Karsten.

[JamesMaeding]

@nkg2

Are you kidding me "do a clean uninstall of all autodesk products" just to get IW working???

Autodesk should be completely embarrassed by this. They simultaneously hide the version of IW from users, then expect updates done via Desktop App, which only works if you have admin rights, then there are problems anyway with new versions. Its a living car crash.