March 18, 2013

Top Ten Autodesk Software Support Queries: Requests 1-5

As Support manager here at Ideate we see a lot of general Autodesk cases come in, some of which are repeat questions or issues. Bradley, Ideate’s Technical Support Dispatcher, and I have come up with a list of our top ten.  The first line of support often deals with new Features, Network Licensing setup as well as troubleshooting Installations. Please take a look at the most common issues we see:
  1. License Cascading What’s license cascading? License cascading is the ability for network licenses to float from one product to the other. For example, my license file has seats of AutoCAD and seats of the Building Design Suite Premium. My install of AutoCAD is from the BDSP; and because of license cascading it will pull from the pool of AutoCAD licenses first until all seats of AutoCAD are taken. Once all of those seats are in use it will then cascade up to the BDSP licenses. In general, cheaper products’ licenses are pulled first then cascade up to the more expensive ones. Be sure to bookmark Autodesk’s official license cascading order list.
  2. Autodesk 360 Setup and Configuration Autodesk 360 is a cloud-computing platform with various features such as storage, collaboration, visualization, and simulation tools. It’s available for Subscription and non-Subscription customers and its features vary by different products. More information can be found by reading the Autodesk 360 FAQs.
  3. License Switching Between Standalone and Network Occasionally users will need to switch their current installation from standalone/trial to network or vice versa. The best practice is to do a complete uninstall/reinstall. But there are some instances where this isn’t an option. There is a workaround that involves going into the registry and can be used in a pinch if need be. Keep in mind – Ideate does NOT support this method and advises only users who are comfortable and knowledgeable about the registry to perform the Standalone to Network workaround.
  4. System Requirements Technology is a fast paced industry and computer hardware is changing constantly. As a result software requirements are changing just as quickly to take advantage of all that new computing power. Make sure your machine is up-to-snuff. And keep in mind; minimum system requirements are just that – minimum. Future-proof your purchase by going above and beyond, make sure there’s room for expansion – i.e. extra slots available for more RAM. It’s also helpful to get familiar with the System requirements for Autodesk products.
  5. Supported Graphics Hardware We’re discovering more and more often the importance of a properly matching OS, video card and video card driver. Issues you wouldn’t even think would be related to graphics hardware like crashing are often resolved by checking the driver version. See if your card is certified and where to find the accompanying certified driver.
Be sure to tune in on March 20th for Ideate’s Top Technical Support Requests 6-10!

Derek Wielkopolski
Ideate Technical Support Manager/Application Specialist

Derek holds a Bachelor of Architecture degree from Roger Williams University, Rhode Island. He is experienced working within the AEC industry from concept design through construction administration for both small and large scale projects. As Ideate’s Support Manager he ensures a timely and quality response to support requests and questions. Follow Derek on Twitter: @dwielk

Bradley Cooley
Technical Support Dispatcher

Bradley earned his Bachelor of Architecture degree from the University of Oregon, the Portland, Oregon campus, where his special research and design emphasis was on production facilities including wineries, breweries and distilling. Bradley’s professional experience has a design build services for residential construction and environmental graphics focus. Within his community, he volunteers as a youth athletics coach. As an Ideate tech team member, Bradley provides customer service by phone and online assistance for software installation and functionality. He is based in the Ideate Portland, Oregon office.

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