Recap Photo is locked

[Anonymous]

With an EDU license of Recap Pro v7.0 (Recap Photo is included!), but ReCap Photo is locked and I can’t create photo projects.  Has anyone else seen this.

[barmanr]

Hi @Anonymous ,

Couple of things to check:

1) Are you using the same userID for ReCap Photo that you created while registering for the Educational license?

2) Could you go to manage.autodesk.com and sign in using the same userID email and password and verify if the RecP photo service entitlement is present under Products and Services as in this screenshot:RecapPhotoEntitlement.png

Also if you could provide the userID email you're using in Recap Photo, I could check and see if it's getting linked to any Photo Entitlements.

Thanking You.

Warmest Regards,

Rishov Barman, Reality Capture

[Anonymous]

Sorry for the late response.  I do see ReCap Photo service entitlement.  my ID is [email protected].

When I one ReCap there are lock on aerial and objects and saying I am "unsubscribed".

Thank you.

[barmanr]

Hi @Anonymous ,

I checked that ID and see that it's a subscribed account with 400 cloud credits for Photo and not tagged under the Educational license. The Aerial and Object buttons should have unlocked.

I also wanted to check, is your Recap Pro getting subscribed? Since a photo subscription comes with Recap Pro. There could be some entitlement misunderstandings in the back end. It could be that a proxy server setting is blocking the connection to the license servers.

Could you also check out these solutions that talk about similar issues as in your case: https://knowledge.autodesk.com/support/recap/troubleshooting/caas/sfdcarticles/sfdcarticles/Create-3...

https://knowledge.autodesk.com/support/recap/troubleshooting/caas/sfdcarticles/sfdcarticles/When-att...

Meanwhile, I'll check further to escalate this issue to license support.

Thanking You.

Warmest Regards,

Rishov Barman

[Maksim.Melnikov.BY · Accepted solution]

Hello @Anonymous .
Please check that you have logged in ReCap Pro and Recap Photo to a single account (1). Also check that subscription (2) has been activated.

2020-06-15_15-21-44.jpg

2020-06-15_15-23-48.jpg

  I also encountered such a problem with the security settings in the company. But in that case, the client could not even log in Recap Photo. When entering the credentials, the license was not picked up and the account was not displayed in the upper right corner (1).

[Anonymous]

Seems everything is working now.  The locks are removed and I am now subscribed.

Thank you.

[Anonymous]

Thank you for your response. It seems to be working now.  Thanks.

[Anonymous]

I just downloaded Recap Photo v. 22.0.0.788 and am still getting locked out of the Aerial and Object buttons on the Create 3D section. I am logged in to my student account on both Recap and Recap Photo. Recap doesn't say anything about subscribing so I assume my license is active. However Recap Photo says "unsubscribed" with no option to "activate" my license. I can still see my old models from my account however. Anybody know how to fix this?

[barmanr]

Hi @Anonymous ,

In ReCap, Do you see the header display ReCap Pro or just ReCap? Also, could you click on your username in ReCap at the top right corner and then click Manage License and send me a screenshot? If no Manage License button pops up, it would mean it's not activated for ReCap as well.

Regarding ReCap Photo, could I have your Autodesk user email that you are using to log in to both ReCap and ReCap Photo? You can PM this info and I will check your entitlements at the backend. 

Thanking You.

Warmest Regards,

Rishov Barman, Reality Capture