Unable to add user or start product

[Anonymous]

Hi,

I purchased a Desktop Subscription for one year of Maya LT two days ago. Since the user wasn't registered after the purchase - waited 15 hours - I've created a new one with the same email address and was now able to download the product.

After a successful installation however, I couldn't activate Maya LT via the launcher. The serial key was correct and I logged in with the same user I've downloaded it.

Adding a user in the account management wasn't possible either. No message but also no user after I tried to create one. When trying to edit the user access of Maya LT I got an exception prompting that an error occured while trying to communicate with the system.

I opened a support case #11269913 yesterday. Within the account management I am not able to open it again via Support / View my support cases. A site opens which tells me that I am either a partner and want to see my downloads or a lost customer, trying to go to the forums (site url: https://autodesk.secure.force.com/OpenCustomerPortal/SSOErrorPage).

It could be the same error as stated in the forum thread https://forums.autodesk.com/t5/installation-licensing/new-subscription-can-t-add-user/m-p/5620796/hi... which was handled one hour after submitting.

Please fix my issue aswell.

Sincerely,

Gilles

[Otto]

Hello Krahkarq and welcome to the Autodesk community!

It looks like you need to find out more about downloading or re-downloading software, or are having issues that may be resolved by re-downloading.

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Oftentimes installation and/or download issues can be addressed by using a different download method, or by downloading directly from the Autodesk Virtual Agent. Community members with similar issues found the following article(s) useful:

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[Anonymous]

Praised the bot but it didn't help much.

Naturally I will re-install after a clean uninstall if necessary but since most of the problems occur in the account management site, I hardly think it relates to the installation.

The similarities of my case with the one in the forum link let me think it could be the same problem so the provided solution should be tried first.

[camilo.lemos · Accepted solution]

Hi @Anonymous

Sorry to hear about this issue.

I've forwarded your support case to our Customer Care team with high priority. The team will contact you via email as soon as they have more information or a resolution.

Our apologies for the inconvenience.

[Anonymous]

Hi @camilo.lemos,

Thank you for your efforts. Much appreciated!

Nice day to you,

Gilles

[camilo.lemos]

You're welcome Gilles, have a nice day too!

[Anonymous]

Since I've read every forum thread with "account", "management" and "user" in it yesterday and found only one which gave me real hope my issue will be fixed soon, I suggest to new Desktop Subscription users who can't add a user or edit user access within a new account to open a support case mentioning that there might be a sync problem with the subscription.

This helped me using Maya as soon as possible and maybe even the support team to locate the issue even faster.

Thank you!

[Anonymous]

Same for me. Our IT admin purchased 1 yr for 1 user, me. Gave me the login info so I could download & install. Wouldn't let me launch because I wasnt a user. I logged in as him to add myself, I created myself an account, I've added myself as a user but before activating the splash screen says 'contact your admin'. Myself as a user isn't even showing up under the users.

[lynn_zhang]

Hi @Anonymous Welcome to Autodesk Community!

Sorry for the issue with your subscription and we apologize for the inconvenience this has caused. I've created Case #: 11340621 for this issue and our Support Team is working on fixing it as soon as possible. You will be contacted via email once the issue is resolved. Thanks for your patience!

[Anonymous]

having the ame problem here

Any answers yet?

Unable to use the software.

A rather exensive white elephant so far 😞

[Anonymous]

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... I suggest to new Desktop Subscription users who can't add a user or edit user access within a new account to open a support case mentioning that there might be a sync problem with the subscription.

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Try to open a support ticket like mentioned above and your problem should be fixed quite soon.

Cheers,

Krahkarq

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@Anonymous wrote:

having the ame problem here

Any answers yet?

Unable to use the software.

A rather exensive white elephant so far 😞

---

[Anonymous]

Hi,

I'm having the same problem but with AutoCAD LT for Mac.

I'm trying to add a new user via the online autodesk account manamgement site, but it won't allow me to do it. Each time I try to create a new user I just get a perpetual spining wheel.

Also, once the software is installed, and the serial no. and product code enetered during the application lauch, I keep getting prompted to activate but the activate button is greyed out.

Can I please get a customer support ticket please as I am quickly becoming an unhappy new customer.

Thanks,

Justin.