Maya 2018: Serial number invalid (Error 2)

[Anonymous]

Hello,

I have a license seat, downloaded Maya 2018 from my "Product and Services" Page with the "Install Now" option. After the software is installed, the license key is already set up, but I cannot register the software, because the key is not accepted. The Virtual Agent is everything else, but defenitely not helpful.

I had the exact same issue one year ago, and it was fixed by a real humen, who needed to do something on their internal site.

Hope, someone can help me.

Thanks

Clemens

[michele.mk]

Hello @Anonymous,

Is your serial number and product key correct (Maya 2018: 657J1)?

Have a look at this page: Checklist for troubleshooting Activation and Licensing issues

If this is not helpful, you can reach out to the support over this link: Contact Support Installing or activating my product

Sign in and over AVA you will be able to open a case for more support:

I hope this is helpful.

[Anonymous]

Dear @michele.mk,

thanks for your answer.

The link you provided is not helping me.

Btw, just because I recognized it: At this page https://knowledge.autodesk.com/search-result/caas/sfdcarticles/sfdcarticles/Top-4-things-to-check-to...

Is a link that says " Network Licensing Error List" and it leads not to a list of error IDs, but to a very general page, that is also not helping me.

The thing is, if I follow your screen shot with AVA, it does not give me the oppotunity, to contact support via eMail... It just doesn't help at all. Where you get the choice for contacting an agent, I just get the following message from AVA:

Error in response from action getButtonIdsAvailability. Error - [{"errorMessage":"AVAWSCNV4048E : No results were returned. Availability array is empty : "}]

Please just provide me a mail adress to contact somebody. The same issues, I am experiencing now, have already been solved one year ago and it took about 2 months. This is not customer friendly at all.

Yours

Clemens

[michele.mk]

Hello @Anonymous,

I am sorry to hear that you didn't have the option to open a case, since this is how you can contact the support and it works for me. Which internet browser are you using? Did you sign in before opening AVA or after?

Please clear you cache and cookies and try it again. If this is not working, please let me know, so that we can open a ticket for you.

[Anonymous]

Hello @michele.mk,

I am using Firefox Quantum (Version 64.0, 64bit), cleared my cache and coockies, logged in to Autodesk again and asked AVA again to create a case with no success, see attached screen shot. (I did sign in before opening AVA.)

Thanks for open me a ticket manually, I appreciate that.

Yours

Clemens

[michele.mk]

Hello @Anonymous,

One more question: are you the user of the license or the contract manager? And which email did you enter to activate the license? If you are assigned to the product as a user you should activate and use  it with your email address.

[Anonymous]

I am the user of the license. I entered my credentials to download and activate the license.

[michele.mk · Accepted solution]

Hello @Anonymous,

I have escalated your request internally manually. Your case number is 14909431. You should be contact by the team very soon.

Please let us know once resolved, what the issue was.

[Anonymous]

Thank you very much, @michele.mk.

[michele.mk]

Hello @Anonymous,

You are welcome. 🙂

[Anonymous · Accepted solution]

Dear @michele.mk,

the issue was resolved by one of you colleagues from the customer support. Thanks again for creating the case.

The issue was that my serial number for Maya 2018 was twice in your database and therefore the system could not decide which serial number was the correct one. The supporter changed the status of one SN to inactive and this solved the issue.

Thank you

Clemens

[Anonymous]

i haven,t activation serial number and product key

but my email is verified.