Bought new subscription serial number- Mudbox 2017 (mac) will not launch

[Anonymous]

 Hello,

I previously purchased access to Autodesk Mudbox (mac) through a linked Amazon.com account.  One day, the Amazon Mudbox subscription was no longer available, so I needed to buy a subscription directly from Autodesk instead. 

I bought a year long subscription to Mudbox. I recieved a new serial number and successfully entered it several times. A little green checkmark appeared indicating that it was correct, but the screen would just keep asking for the serial number. Finally it worked, but Mudbox would then just crash upon opening. 

I decided to try re-downloading Mudbox and re-installing it. Now the problem is that the program just closes automatically as soon as I click it, without leaving any error messages. 

Does anyone know what might be going on? 

Thanks

[Anonymous]

 Hello,

I previously purchased access to Autodesk Mudbox (mac) through a linked Amazon.com account.  One day, the Amazon Mudbox subscription was no longer available, so I needed to buy a subscription directly from Autodesk instead. 

I bought a year long subscription to Mudbox. I recieved a new serial number and successfully entered it several times. A little green checkmark appeared indicating that it was correct, but the screen would just keep asking for the serial number. Finally it worked, but Mudbox would then just crash upon opening. 

I decided to try re-downloading Mudbox and re-installing it. Now the problem is that the program just closes automatically as soon as I click it, without leaving any error messages. 

Does anyone know what might be going on? 

Thanks

[ronberchin]

I've done that a week ago

[ronberchin]

I've done that a week ago

[lynn_zhang]

@ronberchin 

Ok got it. Yes I see your support case and our Tech Support is working on it. I will help you follow up. Apologies for all the inconvenience!

[lynn_zhang]

@ronberchin 

Ok got it. Yes I see your support case and our Tech Support is working on it. I will help you follow up. Apologies for all the inconvenience!

[Anonymous]

Interesting, do you remember the name of the tech that (helped you)?

They should put out an (how to) solve the issue rather than ask for screen share

Did they call you? Or how did they contact you?  I do not think I will do screen share.

Can you tell us more what happened there Lynn Zhang? Thank you.

E

[Anonymous]

Interesting, do you remember the name of the tech that (helped you)?

They should put out an (how to) solve the issue rather than ask for screen share

Did they call you? Or how did they contact you?  I do not think I will do screen share.

Can you tell us more what happened there Lynn Zhang? Thank you.

E

[Anonymous]

I do not mean to complain before helps arrives I just do not want to loose whats working right now.

I guess i will just a wait.

Thanks

[Anonymous]

I do not mean to complain before helps arrives I just do not want to loose whats working right now.

I guess i will just a wait.

Thanks

[lynn_zhang]

@Anonymous

Depending on the specific issue you're having, our Tech Support might need to do remote session with you and see your screen in order to help you solve the issue.

[lynn_zhang]

@Anonymous

Depending on the specific issue you're having, our Tech Support might need to do remote session with you and see your screen in order to help you solve the issue.

[Anonymous]

Ok thank you Lynn, I will talk to the tech when he contacts me.

regards

E

[Anonymous]

Ok thank you Lynn, I will talk to the tech when he contacts me.

regards

E

[ronberchin]

Why do I get the feeling that people aren't reading this thread carefully? I opened a ticket on this over a week ago. I was contacted by a support person who's name I don't believe is relevant. We exchanged a number of emails and we finally agreed to do a screen share. Frankly, he did nothing I hadn't already tried; although he did trash my previous installations of mudbox prior to 2017 (which, interestingly, were actually running fine, even after the install of the latest update to mudbox 2017 that rendered MB2017 useless). As I've stated after reinstalling MB 2016 it too no longer will open. 

they aren't suggesting a screen share in lieu of posting a fix because they haven't figured out what the problem is!

i am surprised that no one asked for any logs...perhaps they're not as helpful as I think they are.

[ronberchin]

Why do I get the feeling that people aren't reading this thread carefully? I opened a ticket on this over a week ago. I was contacted by a support person who's name I don't believe is relevant. We exchanged a number of emails and we finally agreed to do a screen share. Frankly, he did nothing I hadn't already tried; although he did trash my previous installations of mudbox prior to 2017 (which, interestingly, were actually running fine, even after the install of the latest update to mudbox 2017 that rendered MB2017 useless). As I've stated after reinstalling MB 2016 it too no longer will open. 

they aren't suggesting a screen share in lieu of posting a fix because they haven't figured out what the problem is!

i am surprised that no one asked for any logs...perhaps they're not as helpful as I think they are.

[Anonymous]

Hi, yes I was told that the mud box dev team has been told about the issue... no ETA.

I was told that Sierra is not supported, I am still running El Capitan, but frankly not supporting Sierra is a joke at this point.

I was told that to run the original mudbox 2017 the best way would be roll back: not a bad idea to use time machine, but I have a ton of files piled up already i would rather not move.

Have you thought of using time machine for now?

It is surprising that not many people are complaining about this, you are absolutely right.

I will just have to seat a wait. For now this will determine if next year I will still have mudbox subscription. 

[Anonymous]

Hi, yes I was told that the mud box dev team has been told about the issue... no ETA.

I was told that Sierra is not supported, I am still running El Capitan, but frankly not supporting Sierra is a joke at this point.

I was told that to run the original mudbox 2017 the best way would be roll back: not a bad idea to use time machine, but I have a ton of files piled up already i would rather not move.

Have you thought of using time machine for now?

It is surprising that not many people are complaining about this, you are absolutely right.

I will just have to seat a wait. For now this will determine if next year I will still have mudbox subscription. 

[ronberchin]

I don't buy that about sierra. The problem for me occurred when I installed the latest mudbox on a machine running el cap. In addition, as I've said, I successfully installed mudbox on my laptop running sierra and it works just fine. The BIG difference is that my laptop has no other autodesk files installed of any kind. Time machine is not an option for me nor is it a sufficient fix from autodesk. Something about the install of the latest mudbox is obviously not playing nice with previously installed files. I'm surprised that no one at autodesk has asked to see any of the logs from my machine...for someone who understands them it just might provide a clue as to what's going on.

[ronberchin]

I don't buy that about sierra. The problem for me occurred when I installed the latest mudbox on a machine running el cap. In addition, as I've said, I successfully installed mudbox on my laptop running sierra and it works just fine. The BIG difference is that my laptop has no other autodesk files installed of any kind. Time machine is not an option for me nor is it a sufficient fix from autodesk. Something about the install of the latest mudbox is obviously not playing nice with previously installed files. I'm surprised that no one at autodesk has asked to see any of the logs from my machine...for someone who understands them it just might provide a clue as to what's going on.

[Anonymous]

Hi--

Add me to the list of people who have a non-working version of Mudbox 2017. I just got a new mac laptop, and when I installed Mudbox 2017, and opened it, it just jumps around in the dock for a few minutes, then quits. I can't get it to open for me. Mudbox 2016 still works, and Maya 2017 works, but not Mudbox 2017. When a solution to this comes out, i would be most grateful to know about it.

David Mattingly david@davidmattingly.com

[Anonymous]

Hi--

Add me to the list of people who have a non-working version of Mudbox 2017. I just got a new mac laptop, and when I installed Mudbox 2017, and opened it, it just jumps around in the dock for a few minutes, then quits. I can't get it to open for me. Mudbox 2016 still works, and Maya 2017 works, but not Mudbox 2017. When a solution to this comes out, i would be most grateful to know about it.

David Mattingly david@davidmattingly.com

[ronberchin]

sorry to hear that, but you're experiencing the exact same problem. Mudbox 2016 also worked for me, initially. Unfortunately, Maya 2017 doesn't communicate with anything but Mudbox 2017. In any event, as I've posted, when the tech did a screen share he deleted Mudbox 2016 in the mistaken notion that that was necessary. I later reinstalled Mudbox 2016 but it no longer would start either. I've started sending things to zBrush.

I haven't heard from Autodesk in a number of days...I have a feeling they've abandoned this. At some point I'm going to ask for my subscription fee back.

Ron

[ronberchin]

sorry to hear that, but you're experiencing the exact same problem. Mudbox 2016 also worked for me, initially. Unfortunately, Maya 2017 doesn't communicate with anything but Mudbox 2017. In any event, as I've posted, when the tech did a screen share he deleted Mudbox 2016 in the mistaken notion that that was necessary. I later reinstalled Mudbox 2016 but it no longer would start either. I've started sending things to zBrush.

I haven't heard from Autodesk in a number of days...I have a feeling they've abandoned this. At some point I'm going to ask for my subscription fee back.

Ron

[ronberchin]

I'm hoping that someone from Autodesk is still following this thread and, hopefully, still working on solving our problem. I haven't given up, even if they have. So, here's the latest: As I stated earlier this is not a Sierra issue. I successfully loaded and licensed Mudbox 2017 on my laptop under OS 10.12.2. The difference between my laptop and my desktop is that the laptop had no autodesk products installed prior to my installing mudbox. Furthermore, my problem with mudbox quitting before it launched first appeared on my desktop running El Cap after installing the latest "security"release for mudbox 2017. So, it's clearly NOT a problem with the version of OSX. Today I basically uninstalled and reinstalled Maya and Mudbox. First, I looked to see (as best I could) which files Mudbox installed on my laptop; this gave me a clue to which ones needed to be removed from my desktop...I can't be sure I identified them all but the good news is that after I reinstalled both Maya and Mudbox they both launched! But here's the bad news: I was able to activate Maya with my serial number with no problem. but I can't license Mudbox. When it loads I can run in trial mode only...I cannot activate it. I'm attaching three screen shots: the first is the "Let's get Started" screen that I can get to...clicking on "enter a serial number" gets me to the "Activate" screen; if I click on "Activate" mudbox quits. The last screen shot shows that I can login to my account but I'm just running in trial mode. Hopefully, Autodesk is listening here...I feel like I've done enough work for you to realize this is some sort of licensing issue and it would be greatly appreciated if you would now fix this. Or send us a pre-licensed copy.

[ronberchin]

I'm hoping that someone from Autodesk is still following this thread and, hopefully, still working on solving our problem. I haven't given up, even if they have. So, here's the latest: As I stated earlier this is not a Sierra issue. I successfully loaded and licensed Mudbox 2017 on my laptop under OS 10.12.2. The difference between my laptop and my desktop is that the laptop had no autodesk products installed prior to my installing mudbox. Furthermore, my problem with mudbox quitting before it launched first appeared on my desktop running El Cap after installing the latest "security"release for mudbox 2017. So, it's clearly NOT a problem with the version of OSX. Today I basically uninstalled and reinstalled Maya and Mudbox. First, I looked to see (as best I could) which files Mudbox installed on my laptop; this gave me a clue to which ones needed to be removed from my desktop...I can't be sure I identified them all but the good news is that after I reinstalled both Maya and Mudbox they both launched! But here's the bad news: I was able to activate Maya with my serial number with no problem. but I can't license Mudbox. When it loads I can run in trial mode only...I cannot activate it. I'm attaching three screen shots: the first is the "Let's get Started" screen that I can get to...clicking on "enter a serial number" gets me to the "Activate" screen; if I click on "Activate" mudbox quits. The last screen shot shows that I can login to my account but I'm just running in trial mode. Hopefully, Autodesk is listening here...I feel like I've done enough work for you to realize this is some sort of licensing issue and it would be greatly appreciated if you would now fix this. Or send us a pre-licensed copy.

[Anonymous]

Thanks, Ron--

Thanks for your detailed response. I still can't use Mudbox 2017, so 2016 is my only solution, even after uninstalling, and finding all of the Mudbox files and deleting them, and re-installing. I am a teacher in New York at the School of Visual Arts computer arts department, so I do use a student license, but it is frustrating to have a new laptop and not be able to use the current version. Keep me up to date if you find a solution.

[Anonymous]

Thanks, Ron--

Thanks for your detailed response. I still can't use Mudbox 2017, so 2016 is my only solution, even after uninstalling, and finding all of the Mudbox files and deleting them, and re-installing. I am a teacher in New York at the School of Visual Arts computer arts department, so I do use a student license, but it is frustrating to have a new laptop and not be able to use the current version. Keep me up to date if you find a solution.

[Anonymous]

Hi everyone. I'm the original poster of this topic. 

I think one reason this may not be getting fixed is because it was marked as an accepted solution (there is a little green check on the main thread link). I originally marked it as accepted because I was redirected to technical support via email, so I thought they would solve the problem, so I marked it as solved. But the technical support people were not able to fix the problem. I sent a follow up email to them, but they didn't respond.  I couldn't figure out a way to mark this thread as unresolved and get rid of the green check, so maybe that's why Autodesk people aren't looking at it as much.

But I figured out how to "un-resolve" it now. Sorry. So maybe more Autodesk people will look at it now. 

Personally, I've gotten by using Mudbox 2016 as I do not need all the features of Mudbox 2017. But I imagine lots of you are urgent to use 2017. 

[Anonymous]

Hi everyone. I'm the original poster of this topic. 

I think one reason this may not be getting fixed is because it was marked as an accepted solution (there is a little green check on the main thread link). I originally marked it as accepted because I was redirected to technical support via email, so I thought they would solve the problem, so I marked it as solved. But the technical support people were not able to fix the problem. I sent a follow up email to them, but they didn't respond.  I couldn't figure out a way to mark this thread as unresolved and get rid of the green check, so maybe that's why Autodesk people aren't looking at it as much.

But I figured out how to "un-resolve" it now. Sorry. So maybe more Autodesk people will look at it now. 

Personally, I've gotten by using Mudbox 2016 as I do not need all the features of Mudbox 2017. But I imagine lots of you are urgent to use 2017. 

[ronberchin]

I did open a separate ticket and I had a tech person do a screen share and he really didn't do anything beyond the obvious. I've emailed him directly and I'm hoping autodesk monitors these forums. Until the tech person deleted my install of mudbox 2016, it was working even though mudbox 2017 wasn't. Since then I reinstalled 2016, having already installed 2017. And 2016 no longer would launch. I'm convinced that the security update for 2017 messed things up somehow. As I indicated yesterday I deleted all the mudbox and, as it turned out, some of the Maya files scattered through the system. I reinstalled Maya and mudbox and after re-registering Maya it runs fine, while mudbox will not let me enter my s/n and will only run in trial mode...which is an improvement from where I was. Running mudbox 2016 isn't really an option for me, assuming I could get it to run, because I use Maya 2017 and it doesn't communicate with anything other than mudbox 2017...go figure!? I can now use mudbox 2017 for 29 more days...I've been using zBrush, and have asked for the return of my mudbox subscription. 

[ronberchin]

I did open a separate ticket and I had a tech person do a screen share and he really didn't do anything beyond the obvious. I've emailed him directly and I'm hoping autodesk monitors these forums. Until the tech person deleted my install of mudbox 2016, it was working even though mudbox 2017 wasn't. Since then I reinstalled 2016, having already installed 2017. And 2016 no longer would launch. I'm convinced that the security update for 2017 messed things up somehow. As I indicated yesterday I deleted all the mudbox and, as it turned out, some of the Maya files scattered through the system. I reinstalled Maya and mudbox and after re-registering Maya it runs fine, while mudbox will not let me enter my s/n and will only run in trial mode...which is an improvement from where I was. Running mudbox 2016 isn't really an option for me, assuming I could get it to run, because I use Maya 2017 and it doesn't communicate with anything other than mudbox 2017...go figure!? I can now use mudbox 2017 for 29 more days...I've been using zBrush, and have asked for the return of my mudbox subscription. 

[Anonymous]

Thank you ronberchin, for all the info

I opened another ticket too in the hope that this issue gets the proper attention.

My previous ticket status is still open as well

[Anonymous]

Thank you ronberchin, for all the info

I opened another ticket too in the hope that this issue gets the proper attention.

My previous ticket status is still open as well

[ronberchin]

Just wanted to update everyone following this thread. I've received a direct email from the tech person at autodesk with whom I've been working, the one who did a screen share with me. He has assured me that the problem is still active and has been passed on to the development team with a high priority. I'm told that there are, apparently, a number of people who have experienced this issue. Guess all we can do now is to wait for a fix, which hopefully comes sooner rather than later.

[ronberchin]

Just wanted to update everyone following this thread. I've received a direct email from the tech person at autodesk with whom I've been working, the one who did a screen share with me. He has assured me that the problem is still active and has been passed on to the development team with a high priority. I'm told that there are, apparently, a number of people who have experienced this issue. Guess all we can do now is to wait for a fix, which hopefully comes sooner rather than later.

[Anonymous]

Me too - maya 2017 - icon bounces and then quits. El Cap osx.

Please let us know if you have a resolve on this - as I believe that it will be fixed for all of us.

Also can't get 2016 to work on a fresh install after removing prefs etc. 

Cheers

T

[Anonymous]

Me too - maya 2017 - icon bounces and then quits. El Cap osx.

Please let us know if you have a resolve on this - as I believe that it will be fixed for all of us.

Also can't get 2016 to work on a fresh install after removing prefs etc. 

Cheers

T

[ronberchin]

Sorry to hear that you're experiencing the same problem. And I'm sorry to say that I haven't heard about a fix. Supposedly autodesk is working on this as there are a number of people with the problem. You need to delete many more files besides just the prefs...unfortunately, installation of autodesk apps puts files through the system, so deleting all of them takes someone with real knowledge...someone from autodesk. You're having the same problem as everyone else and it confirms that it's not an OS X problem. I'm curious, when you installed mudbox 2017 did you have any other autodesk apps installed? Maya, previous installs of mudbox, etc.?

[ronberchin]

Sorry to hear that you're experiencing the same problem. And I'm sorry to say that I haven't heard about a fix. Supposedly autodesk is working on this as there are a number of people with the problem. You need to delete many more files besides just the prefs...unfortunately, installation of autodesk apps puts files through the system, so deleting all of them takes someone with real knowledge...someone from autodesk. You're having the same problem as everyone else and it confirms that it's not an OS X problem. I'm curious, when you installed mudbox 2017 did you have any other autodesk apps installed? Maya, previous installs of mudbox, etc.?

[Anonymous]

I've had previous installs of Maya going way back, and Mudbox at least through 2013. I am a teacher at School of Visual Arts, so I have an educational license of both the products. I got a new Mac Laptop, and I did a transfer of all data from my old laptop, and that is when this problem occurred. I went to install Mudbox 2017, and the install went fine, but now when I open it it just bounces a few times in my dock, and then quits. Mudbox 2016 works fine, and Maya works fine, but I can't use Mudbox 2017 at all, even though it is a good license for it.

I hope Autodesk can give me a list of all the files I need to delete to get the Mudbox 2017 to work...

David Mattingly

[Anonymous]

I've had previous installs of Maya going way back, and Mudbox at least through 2013. I am a teacher at School of Visual Arts, so I have an educational license of both the products. I got a new Mac Laptop, and I did a transfer of all data from my old laptop, and that is when this problem occurred. I went to install Mudbox 2017, and the install went fine, but now when I open it it just bounces a few times in my dock, and then quits. Mudbox 2016 works fine, and Maya works fine, but I can't use Mudbox 2017 at all, even though it is a good license for it.

I hope Autodesk can give me a list of all the files I need to delete to get the Mudbox 2017 to work...

David Mattingly