Unable to Gain Educational Access

[hsummer2]

Hello! I’ve been trying to get access to Maya since January because all of my classes require Maya. I’ve been trying to get the problem solved and so far, one roadblock has just opened and led to another. Currently, my issue is this:

 

 I’m uploading from my phone as that’s easiest for me at the moment. The problem persists on my desktop. I’m unable to complete the form as no matter what I do, the form returns this error. I’ve cleared my cache on my phone and on my desktop browser and it changed nothing. 

I have a case open at the moment but I was required to provide video proof of my cleared cache and my attempt at the form. However, the video keeps getting lost, and no one is in a hurry to email me back. I don’t know what to do. I’m desperate. I’m struggling in my classes. Please help. 

[o.briggs]

Hi @hsummer2 
I am so sorry that you have been stalled for so long! Looking at your case, I can see that it was escalated to the education support managers. However, I will follow up with them to ensure it gets looked at ASAP. 

Regarding the form, I want to ensure you have clicked on the options in the country and institution type. If you type in the information (eg you type "united states"), it will not populate correctly. You must start typing "United States" and click on the option for "United States" from the options list. 

Can I also check, are there ANY items coming up in the drop-down list? For example, if you just type in "Eastern" do other options appear as they do below? 

 

Regarding uploading the video, if you are still having issues uploading the content, one option is to upload the video/screenshots to this forum thread (assuming you are happy to have them on a public webpage). You can then send the forum URL in your email to the support team so that they can access it.

I have set a watch tag on your case so will keep an eye on it with you. We will certainly get to the bottom of this.

In the meantime, I understand you need to use Maya. I just wanted to check, if you had made use of the free 30-day trial? This would give you access to use the software for 30 days whilst we get this sorted!

[hsummer2]

Hello! 
Just after I’d posted this, I managed to figure out what was wrong, but I’m not encountering a different issue, go figure. This makes issue number three. 

But when the form would open, because I’ve attempted to complete it before, I thought nothing of the fact that my name and birthday were automatically filled out, and University was already selected. I switched to High School, then back again, and I was suddenly able to search for Eastern and I found it! Hurray! I was prepared to feel really silly and really relieved… until I got an error again. I’m unsure if this one will resolve with time (as in I’ll be able to try again tomorrow) or if this is a problem that will persist again. 

As for bandaids, unfortunately I’ve not only used up the 30 day trial, but I’ve been issued a 5 day extension that I’ve yet to begin out of fear that the end is nowhere in sight.

[o.briggs]

I am very glad that you found the solution to that problem! 

This new error is one we have seen coming up recently. It seems to be most prominent with Apple's Safari Browser. Google Chrome has a much better chance of working, would you be able to try it in that browser and see if it works? 

[rushabhthakkar_910]

@hsummer2, Try using a different browser and try using incognito mode too. Also try rebooting your system too. 

If these don't work, contact educational support. https://www.autodesk.com/education/support

[hsummer2]

I just gave all of that a go and unfortunately I still get the message. I’ve also unfortunately been in contact with support since January and I’ve had to fight tooth and nail to get responses. I have a case open and I’ve updated it with this information so we’ll see if that does anything. 

[hsummer2]

I’ll give that a try!

[hsummer2]

Unfortunately, I just attempted it on chrome and it still occurred. 

[o.briggs]

Sorry to hear that didn't work. 
Since you have been waiting so long and are falling behind on your studies, I will drop an email to someone in support to make sure that they are aware of it and get you up and running as soon as we possibly can! 
Thank you for being patient, I will keep you up to date.

[hsummer2]

Thank you very much! I hope I’ll be able to get these issues resolved with all this help. I’ve been struggling with this since the beginning of January as I’ve said. It’s been so stressful. 

[luishilariolj123]

Hi, Briggs.

I have the same issue as well.... What can I do in that situation?

[o.briggs]

Hi @luishilariolj123 
Can I first ask you to follow the steps outlined above to try and resolve it? 
Please try using Google Chrome and see if the issue persists? If it does, let us know and we can figure out the next steps!

[hsummer2 · Accepted solution]

Hello everyone! I was able to gain access! I don't know what the solution was, but I waited until morning and my application was processed successfully! Thank you all so much for your help!!