Solved: Bought new subscription serial number- Mudbox 2017 (mac) will not launch - Page 3

Anonymous · ‎11-24-2016

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 · ‎01-05-2017

I know just enough to be dangerous, but based on my experience and a lot of fiddling around, I'm convinced that installing the latest release of Mudbox interferes with other previously installed apps. I think it's some sort of licensing issue. I had two installs of Maya (2016.5 and 2017) and two of Mudbox 92016 and 2017). Everything ran smoothly. Then autodesk posted their updates (maya 2017 update2 and some sort of security update to Maya 2017. I won't rehash my previous posts but my problem began after I installed both of these updates. Maya continued to function but Mudbox didn't...same thing, icon bounces in the dock then disappears. At this point Mudbox 2016 continued to function. My problem was that Maya 2017 doesn't "see" Mudbox 2016, so my whole workflow was affected. So, at this point Maya 2017 worked, Mudbox 2016 worked but Mudbox 2017 didn't. I have a MacBook Pro that had been updated to Sierra but had no Autodesk apps installed. I installed the latest Mudbox 2017 on the laptop and it worked just fine! To my simple mind this yielded some interesting "facts": the problem is not an OSX issue and the problem has something to do the interaction between files being installed with Mudbox 2017 and files installed by previous autodesk installs. Then I did a screen share with an autodesk tech person. The first thing he did was to delete my previous installs of Mudbox...he did this by simply deleting the application folder from the Application folder. So, he deleted the Mudbox 2016 folder, and recall that Mudbox 2016 was working fine even though 2017 wasn't. I subsequently reinstalled 2016, but it no longer launched...icon bounced then disappeared. At this point, in my opinion, the "poison" files that had been installed with Mudbox 2017 were already on my system, which is why 2016 no longer would work. The final thing I did was go back to my laptop where Mudbox 2017 was running fine on a "clean" system and I tried to determine which files were installed with 2017 as a clue to which ones needed to be removed on my desktop machine. I don't think I identified them all (I believe some are actually hidden). After I did that Maya no longer function either. So I did a new install of Maya and Mudbox. After the install Maya again worked, although I had to enter my s/n, and to my surprise Mudbox also started up but in trial mode. And it wouldn't allow me enter my serial number...so, I'm convinced that the installation of Mudbox 2017 on top of previous autodesk installs introduces some sort of conflict in the licensing process...with all of this I can't understand why Autodesk can't drill down to the problem.

Anonymous · ‎01-05-2017

HI - yes: I am running Maya 2017 (Educational). Absolutely fine.
Strangely enough, when I first installed Mudbox, it wouldn’t accept the serial number provided. I I ran it as a trail but it froze and crashed. I re-downloaded and reinstalled then got the familiar bouncing icon but no further. Hopefully it will get resolved. I now get the same reaction from any version of Mudbox. Maya 2017 is running normally throughout.

Anonymous · ‎01-06-2017

I am having the same issue. At first the program was launched without any problems and I even had a chance to tweak something within the programm and do couple tutorials, however everytime I was closing the program I had an errror message "forcequit report". Well it was fine, because I was still able to use the program. Right now I cannot open program at all. The icon just jumps in the dock and disappears. Reinstalled several times 2017/2016 and still does not work. At least I am not alone and hopefully it will be solved.

ronberchin · ‎01-06-2017

I'd be curious to know if you have other autodesk apps installed? My experience and that of others leads me to believe that the problem has something to do with some sort of conflict between files that get installed by Mudbox 2017 and other files that have been previously installed by autodesk apps. There was a time when I was able to run Maya 2017 and Mudbox 2017 without any problem at all. But then I installed the maya 2017 update2 and the security fix for Mudbox 2017 and that's when the trouble started. Maya runs fine, Mudbox doesn't.

My concern is that although many of us are having identical issues and we have shared enough information that Autodesk should be able to drill down and fix the problem, I just don't think that Mudbox on the Mac gets a whole lot of love from AD. I don't think that Mudbox in general gets a great deal of attention; it seems to be relegated to the status of "other" in their vast arsenal of apps. Add to that the small subset of people using it on a Mac and it doesn't appear it's getting much attention. I have no evidence other than we keep posting here and I still have an open ticket but nothing is coming back from AD.

Not to get too far off topic but my sense is that when Mudbox was first introduced it was greeted with some fanfare as a more intuitive application than zBrush and offered a tighter integration with Max and Maya. But I don't think it's been successful in maintaining any momentum, I stand to be corrected. But it seems like zBrush, despite it's being anything but intuitive and with a very steep learning curve, has remained the industry standard.

Anyway, I hope someone at AD is hearing our cries for help and will give us a fix in the very near future. This whole incident has come at a very bad time for me personally in that I was in the middle of a project. In retrospect I should have known better than to do any updating until after the project was complete.

Anonymous · ‎01-06-2017

Amazing. This is really quite serious.

ronberchin · ‎01-13-2017

For those of you following this thread, I contacted tech support through my still active ticket, as I haven't heard anything in over a week. And I opened the ticket over a month ago. Here's the response I received:

"Thank you for the update. We have a team collaborating about this issue. This is something that pertains to the backend of the program and thus can effect different components. We are currently testing out different hotfixes created by the development team in hopes of finding a solution. We have collected various cases and are in the midst of figuring a pattern. Like I mentioned, as soon as we hear of the fix I will send you an update."

your guess is is as good as mine.

Ron

Anonymous · ‎01-25-2017

This is ridiculous. I subscribed today only to discover this stupidity. I have asked for a refund. We all should. Maybe they would actually do something about it.

Yes. I am bitter.

ronberchin · ‎01-25-2017

I couldn't agree more. Frankly, this lack of responsiveness from autodesk is something I've experienced in the past.
As a new subscriber I completely agree that you should ask for and receive a refund. What I have asked for is an extension of my subscription equal to the number of months I don't have access to mudbox. I opened the ticket on 12/5/16, so we're coming up on two months and nothing at all from autodesk. Totally unacceptable.

lynn_zhang · ‎01-25-2017

Hi @Anonymous Welcome to Autodesk Community!

Really sorry that you're having the issue with Mudbox! We have received your request in Case #: 12600705. Did you know as a subscriber you are entitled to our technical support? Before we process your refund, would you like to get the help from our Technical Support team to get the issue fixed?

Lynn Zhang
Community Manager

Anonymous · ‎01-25-2017

Went to pixologic to find get prices on Zb. It's probably how I'm going now. As I said, its not only 2017, but 2016 too. I couldn't be bothered to go earlier.

Best
Will.

lynn_zhang · ‎01-25-2017

Hi @ronberchin

Sorry for this issue and we sincerely apologize for the inconvenience this has caused! We will follow up with our Tech Support team on your ticket: Case #: 12436470. Thank you!

Lynn Zhang
Community Manager

ronberchin · ‎01-25-2017

zBrush is what I'm using. The learning curve is a little steep but I'm slowly getting up to speed.

Two months and autodesk can't figure out what they did to screw us up...totally ridiculous. I'm not even sure they're actually putting much into the problem. As I posted earlier mudbox seems to have been relegated to "other" in their vast array of applications and add to that this seems to be a problem only affecting Mac users, well....

Anonymous · ‎01-26-2017

Thanks for the offer of tech support but it should not even be required.
A properly designed program should not fail out of the box.
Please process my refund.
Thanks.

ronberchin · ‎01-26-2017

To autodesk...if you're following this thread why on earth would you be offering tech support at this point!? Your tech support people were made aware of this problem almost two months ago by the ticket I opened on 12/5. They supposedly are working on it and haven't made any progress towards solving the issue, despite a considerable amount of additional information that has been provided by me and others. You shouldn't be selling any new subscriptions to mudbox on the Mac unless and until you solve this problem,,,a problem created by you! And existing subscribers should have their subscriptions extended by the amount of time we have been unable to use the software.

Anonymous · ‎01-26-2017

Totally agree.

Knowingly selling a product that does NOT work is tantamount to fraud is it not?

Maybe I should check with a friend of mine who is a lawyer. Not saying i am going the legal route with this but I am pretty sure if I sold something under false pretensis I would be brought to task. I am curious to know.

Anonymous · ‎01-26-2017

Well Autodesk was gracious enough to honour my request for a refund. It is truly a shame I even had to request one.

All the best to those of you waiting for resolution.

ronberchin · ‎01-26-2017

Gracious...you're being kind. They sold you something they knew wouldn't work. Too bad they didn't respond by saying, "wait a day and we'll be posting a new hot fix". I don't get the sense they're actually working on it...at least not diligently.

Glad you got your money back. Spend it on zBrush. There's a GoZ plugin that works with all 3D packages and is a pretty good round tripper...

Anonymous · ‎01-26-2017

I must admit my gracious comment was half sarcasm, but I truly am pleased they honoured the refund request.

Thanks for the GoZ plugin tip. I am a complete noob in this arena so I appreciate the info.

As for ZBrush, well I have already purchased and installed ZBrushCore as of this morning. Perhaps in 6 months or more my knowledge will warrant an upgrade to 4r8. We will see!

Anonymous · ‎01-31-2017

Any news on Mudbox 2017 for mac fix?

Thanks

E

Anonymous · ‎01-31-2017

Any news on Mudbox 2017 for mac fix?

Thanks

E

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

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

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

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