Program doesn’t launch

[Anonymous]

Hello!

I downloaded and installed the trial version of InfraWorks 2021. I didn’t have problems with installation but the program doesn’t launch. When I click on the icon the program tries to launch but something blocks it and the launch stops. I tried to turn off the antivirus but it didn’t help. Then I tried to install the 2017 version. It installed and launched. But constructor doesn’t work in this version, it says “constructor support for this version is discontinued, please update to the 2018 version”. When I update it the program stops launching again.

The same thing happens with the trial version of Fusion 360.

I have an educational version of 3ds max 2017 on my computer. Can it interfere with new programs? Please, advise me what to do.

[JuanYusta]

Hi @Anonymous 

First, have other versions of softwares installed it's not a problem.

Read those articles, maybe is there the solution:

https://knowledge.autodesk.com/support/infraworks/troubleshooting/caas/sfdcarticles/sfdcarticles/InfraWorks-cannot-be-started-it-stops-working-after-the-application-shortcut-is-clicked.html

https://knowledge.autodesk.com/support/infraworks/troubleshooting/caas/sfdcarticles/sfdcarticles/Error-Autodesk-InfraWorks-has-stopped-working.html

[Karsten.Saenger]

Hi @Anonymous ,

what graphic adapter do you have in use?

If InfraWorks doesn't start, it usually because of one of two reasons:

1. A proxy server is blocking the connection to Autodesk License servers - see https://knowledge.autodesk.com/article/Login-to-Autodesk-Infraworks-360-does-not-work-when-using-a-Proxy-Server
2. You graphics card is not supported - check the system requirements, make sure that InfraWorks uses the more powerful graphics adapter if you have installed two.

Regards,

Karsten.

[Anonymous]

I have a NVIDIA GeForce GTX 650 Ti graphics card installed and the driver is updated. Windows can’t find the error. Screenshot is attached.

I tried to install InfraWorks on my laptop. Although its technical specifications are worse than personal computers, the program is running. I conclude that problems with launching have nothing to do with the internet provider because the laptop is connected to the same network.

I still don’t understand why InfraWorks doesn’t start on computer…

03.01.2021 19:32 Application Error Имя сбойного приложения: InfraWorks.exe, версия: 21.0.26.0, метка времени: 0x5e6265be
Имя сбойного модуля: unknown, версия: 0.0.0.0, метка времени: 0x00000000
Код исключения: 0xc0000005
Смещение ошибки: 0x0000000000000000
Идентификатор сбойного процесса: 0x58a4
Время запуска сбойного приложения: 0x01d6e20727526291
Путь сбойного приложения: C:\Program Files\Autodesk\InfraWorks\InfraWorks.exe
Путь сбойного модуля: unknown
Идентификатор отчета: 7d00ffea-eb3b-4691-9359-b1fe840f4c60
Полное имя сбойного пакета: 
Код приложения, связанного со сбойным пакетом:

[Karsten.Saenger]

Hi @Anonymous ,

I suggest to open a support ticket for this issue. An expert from the Installation Team can then connect to your system and try troubleshooting.

Let me know if you need help creating a support ticket.

Regards,

Karsten.

[Anonymous]

Hi, Karsten.Saenger.

Yes, it would be great. What should I do to create a support ticket?

[Karsten.Saenger]

Hi @Anonymous ,

you can create a new support ticket from your Autodesk Account (manage.autodesk.com) - given you have a valid subscription.

Please let me know if you cannot find the support option.

More info at https://knowledge.autodesk.com/customer-service/account-management/users-software/support-options

Regards,

Karsten.

[Anonymous]

I visited this page. Here is a screenshot. Which link should I follow?

[pendean]

1 or 2

[Karsten.Saenger]

Hi @Anonymous ,

there is only one support - both links should end up in the same spot....

Regards,

Karsten.

[Anonymous]

Thanks everyone. Proplem is solved.