Cannot Activate Maya 2020

[Anonymous]

Hello,

About one month ago I purchased a years subscription to Autodesk Maya 2020. My account showed that I had a license to Maya and so I downloaded it. Once it was downloaded, it put me onto the trial version. I sent a message to support asking what was happening, but I got no reply. The trial has now expired and now I can't access Maya as it won't accept that I have a license. The web page for my account still shows the subscription though. I've tried contacting support several more times but still no reply, so I thought I'd try here.

I've tried uninstalling and reinstalling Maya, but no luck there.

I've tried the most of the options in this post: https://forums.autodesk.com/t5/installation-licensing/how-to-reset-autodesk-2020-licensing/td-p/8699...

But still nothing.

Thanks,

Robert

[Anonymous]

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@Anonymous wrote:

The trial has now expired and now I can't access Maya as it won't accept that I have a license. 

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Does Maya show you an error message? What exactly does it say?

Silly question but... if you are paying monthly, have you paid for the next month? Maya could still be showing on your account for up to 30 days after the license has expired (if you did not renew it) but you would not be able to use it.

In which way did you contact support? If you have an active subscription, contact them here: https://knowledge.autodesk.com/contact-support It might just be a case of a license entitlement out of sync. OR you are logging into Maya with the wrong Autodesk account?

[Anonymous]

Thanks for the reply. Maya always just says that my trial has expired. It doesn't seem to acknowledge the license at all. There is no serial number, I'm just suppose to log in and it works by the looks of things. I've tried clicking on the 'already have a license' link, but it asks me for a serial number, which I never got.

I paid for the full year up front so there shouldn't be an issue with the payment. My account says that the subscription will renew in January next year, so it looks good there as well.

I've been using that link to contact support, but it never shows any confirmation that your issue has been logged (not even an email with a issue tracker). So I don't know if it is working or not.

I'm logging into Maya with the same email and password as I use on the website so I think that should be good.

I'm thinking it is a problem with my account, as I've had issues with it before, but usually support is fairly quick to response. This has been over a month now with no reply.

[Anonymous]

And have you tried resetting the license in this way?

https://knowledge.autodesk.com/search-result/caas/sfdcarticles/sfdcarticles/Forcing-re-activation-of...

the product key for Maya 2020 should be 657L1

Or you could just paste this command into Command Prompt (run as admin):

"%CommonProgramFiles(x86)%\Autodesk Shared\AdskLicensing\Current\helper\AdskLicensingInstHelper.exe" change --prod_key 657L1 --prod_ver 2020.0.0.F --lic_method ""

And then delete the LoginState.xml file from C:\Users\%username%\AppData\Local\Autodesk\Web Services and try running Maya again, going for the "Sign in" (or "Single User") option.

If this does not work you could try a CLEAN uninstall as per these steps: 

https://knowledge.autodesk.com/customer-service/download-install/remove-products/clean-uninstall

But if you have already tried all that I think the most likely cause is a sync issue on Autodesk's end. If you had a reseller they could sort this for you, otherwise if Autodesk is not responding I'm not sure how to get them to react, I will tag @natasha.l to see if she can help

[Mark.Lancaster]

@Anonymous 

When someone is stuck in trial mode, my technique of getting them out is as follows:

1.  Delete the file LoginState.xml in the location C:\users\<username>\Appdata\local\Autodesk\Web Services\ folder as @Anonymous pointed.  Appdata is a hidden folder and you may need to change your viewing settings.

2.  Select the Windows start button and type CMD

3.  When command prompt appears, right mouse click and select run as administrator

4.  Type cd c:\program files (x86)

5.  Type cd common files

6.  Type cd Autodesk shared

7.   Type cd Adsklicensing

8.  Type cd current

9.  Type cd helper

10.  Open Notepad

11.  Copy and paste this information into notepad

AdskLicensingInstHelper register -pk <key> -pv 2020.0.0.F -cf <directory>\<pit file> -el US

12.  For the <key> type 657L1 as @Anonymous  pointed out.

13.  For the <directory> you will have to determine that..  Is there a C:\Autodesk directory on your machine.  If so, is there a MAYA 2020 under there.  Then a sub-folder called Setup.

14.  In that setup folder, locate the MAYA .pit file.

15.  In notepad, the <directory> should be the Maya path under C:\Autodesk and up to the sub folder of setup.  For example this is one for AutoCAD: "C:\Autodesk\AutoCAD_2020_English_win_64bit_dlm\Setup\"

16.  Finish the <pit file> statement by entering the entire name include .pit extension.

17.  Now highlight the entire updated line in notepad

18.  Perform a copy

19.  Go back to the command prompt we started earlier

20.  Paste the copied info from notepad

21.  Hit a return

22.  If there's no message then your ready to restart your application

23.  If there's a message, you may have a type in the information in the notepad file.  Adjust as needed or come back and tell us what the message states.

Good luck and keep us posted.

[Anonymous]

Thanks for your suggestions. I apologize for the late response, I'm in New Zealand so this is the start of my day.

I've tried the suggestions about deleting the loginstate.xml file and running the AdskLicensingInstHelper command with the arguments @Anonymous  suggested a few times before posting this with no luck. I had a look for the setup folder but couldn't find it.

I did find a Maya pit file in the x64 folder though, so I tried running the command using that file. I didn't get any message printed in the command line, but it still didn't let me use my license.

I've tried uninstalling before but not following all the instructions for the clean install. I'll try a clean install like @Anonymous suggested and come back with the results.

Thanks guys.

[Anonymous]

Ok, I've tried doing a clean install with no luck.

I also saw that there was an update released today for the Autodesk Licensing manager, so I downloaded that and tried again, still with nothing improved.

I then tried doing another clean install with the updated Licensing Manager and still nothing.

[Anonymous · Accepted solution]

OK, one thing I forgot to ask - when you log in to your Autodesk account and go to "Manage products and downloads", do you have a User Management tab? Can you check if you are actually assigned to the license in this way:

https://knowledge.autodesk.com/customer-service/account-management/users-software/user-management/as...

It's a long shot but hasn't been covered in this thread yet.

If you are assigned yet seeing the message, I can't think of anything else that could be causing this other than an issue on Autodesk's end. Use the option to request a callback or chat to an advisor (you can also try here: https://ava.autodesk.com/) and ask whoever you are talking to for the case number so you have some record of your call for help. Sorry I could not help. Good luck!

[Anonymous]

Thank you so much @Anonymous !!!! I followed what you said and looked at the user management section, I saw that I had a license assigned to me, but since I was the admin (this is just a personal account), I unassigned and reassigned the license. I then got an email that said I had been given access. Then when I tried signing in it worked!

Thank you so much!

[Anonymous]

No worries, glad it's resolved. I should have checked this first thing but assumed since you're a single user, you'd be using the same account for admin and user... making assumptions is the number 1 mistake of working in support 😁

[IT]

That is one hell of a way to fix their mistake.