v18.1.0.18 Create 3D Object and Aerial has a lock icon, login prompt fails

[Anonymous]

Trying to upload a set of photos using the Create 3D (Object) feature, but a prompt pops up to login autodesk account. After entering credentials, there is no response. 

I noticed there is a small 'lock' icon on the RHS of each button. What does that mean?

Does my multi-user license have anything to do with this? I have reread the license file on the server side. 

Pls help! (See attached screenshot)

[anil_mistry]

Hi @Anonymous,

Thank you for participating in our Community! Are you able to login to Autodesk account using your credentials? Can you try login from different computer? Let me know if this helps.

Thank you and have a great day!

[critesh]

Hello @Anonymous,

Those lock icons will appear based on your license status.

Can you please try logging in first and see if the Lock icons goes away or still remain. 

Send me the similar picture of your screen just like what I have attached here, to know about your user account.

Thanks,
Ritesh

[anil_mistry]

Hi @Anonymous,

I'm just checking in to see if you need more help with this. Did the suggestion that @critesh provided work for you?

If so, please click Accept as Solution on the posts that helped you so others in the community can find them easily.

[Anonymous]

Hi, no I tried logging since yesterday and today but no response from the application. I have Recap pro network NFR license. But the recap photo am desktop app is a separate application?

Pls advise

[Anonymous]

Contract #110001705633

[Anonymous]

#110001705633

[anil_mistry]

Hi @Anonymous,

Thank you for your reply. ReCap Photo is separate application at this time and you have to login using your Autodesk ID and PW to activate. I will see if @critesh have any suggestions or feedback.

Thank you and have a great day!

[Anonymous]

Hi, thanks for the follow up. Understand the login step per all other Autodesk services. What I'm failing is understand is why it doesn't seem to register and lock icon is still shown.

[critesh]

Hello @Anonymous

Checking with the internal team with reference to your contract ID.

I will get back to you, once I get some answer.

Thanks,

[Anonymous]

Thanks. I look forward to your reply. Mw, is there any workaround for the photo to 3D feature?

[critesh]

Hello @Anonymous

Along with your contract I need below details from you.

Name of account holder

Autodesk ID

your registered email ID with Autodesk.

Meanwhile, you can create one trial account, which will give you access to Aerial and Object reconstruction with free 42 Cloud Credits.

Thanks,

[Anonymous]

---

@critesh wrote:

Hello @Anonymous

Along with your contract I need below details from you.

Name of account holder: Roger Ng

Autodesk ID: csrng

your registered email ID with Autodesk: csrng@starhub.com

Meanwhile, you can create one trial account, which will give you access to Aerial and Object reconstruction with free 42 Cloud Credits.

Thanks,

---

[critesh]

Hello @Anonymous

Thanks for providing the info, I will get back to you once I get the useful information for you.

BTW, where are you based in?

Thanks,

[Anonymous]

---

@critesh wrote:

Hello @Anonymous

Thanks for providing the info, I will get back to you once I get the useful information for you.

BTW, where are you based in? Hi Critesh, i'm based in Singapore. THanks and i hope we can find the solution soon.

Thanks,

---

[anil_mistry]

Hi @Anonymous,

Thank you for providing requested information to @critesh. He will do further investigation and will get back to you soon.

Thank you and have a great day!

[critesh]

Hello @Anonymous

Can you please log in to manage.autodesk.com with your credentials and check if you have a valid entitlement for ReCap Photo Service.

In your account, if you have a valid entitlement for ReCap Photo then you will see below screen.

[Anonymous]

---

@critesh wrote:

Hello @Anonymous

Can you please log in to manage.autodesk.com with your credentials and check if you have a valid entitlement for ReCap Photo Service.

In your account, if you have a valid entitlement for ReCap Photo then you will see below screen.

---

Hi, yes i have (see attached)

[critesh]

Hello @Anonymous

Try below steps and do let me know if you still have the issue.

1. Exit all the Autodesk application. (check you task manager and make sure that non of the Autodesk application running.)

2. Got o this location C:\Users\XXXX\AppData\Local\Autodesk and delete Web Services folder. (go inside it and delete everything, if you can't delete Log file that is ok.)

3. Now Launch ReCap  Pro (NOT Recap Photo) Or any other Autodesk application.

4. Sign in using ReCap. (or any other Autodesk application)

5. Now launch ReCap Photo and check your sign in status.

Do let me know if above steps resolves the issue?

If you want we can have a phone call as well, I am based in Singapore only.

Thanks,

[Anonymous]

---

@critesh wrote:

Hello @Anonymous

Try below steps and do let me know if you still have the issue.

1. Exit all the Autodesk application. (check you task manager and make sure that non of the Autodesk application running.)

2. Got o this location C:\Users\XXXX\AppData\Local\Autodesk and delete Web Services folder. (go inside it and delete everything, if you can't delete Log file that is ok.)

3. Now Launch ReCap  Pro (NOT Recap Photo) Or any other Autodesk application.

4. Sign in using ReCap. (or any other Autodesk application)

5. Now launch ReCap Photo and check your sign in status.

Do let me know if above steps resolves the issue?

If you want we can have a phone call as well, I am based in Singapore only.

Thanks,

---

Hi Critesh, thanks for your follow up. I executed steps 1-5, however, the feastures still remain locked and login button persists. (See screenshot)