Technical Troubleshooting Tips & Tricks to Solve Problems Quickly

Hywell H H ll Herrero
Team Lead Data Management

Conference Call: 800 369 1990 C f C ll 800-369-1990

Participant Passcode: 1831314#

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Agenda
Common errors and standard resolution steps Information required for successful issue resolution Tools, tips and useful links More resources Bonus materials Q&A

2009 Autodesk

Common Errors and Resolution Steps

2009 Autodesk

Troubleshooting: Online License Transfer

Error message received even though Internet is running: No Internet connection was detected. To transfer a license, connect to the Internet now now

Possible Cause: Existence of proxy settings in Internet Explorer Know issue and a defect is currently logged to correct it

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Troubleshooting: Online License Transfer

Basic Checks:
Confirm Port 443 SSL is open / allow for bi-directional traffic Confirm destination IP address 64.238.213.178 is allowed
Allowing full 64.x range is permissible

Query: What are the alternatives in performing OLT for customer without internet access ?
Leverage the 2nd installation allowed under the EULA (refer section 3.1.2) Explore the use of modem dial-up for the OLT process

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Troubleshooting: Stand-alone License Issues

Activation is Lost
Situations where you may need to reactivate a product
Resolving invalid license issue Resolving license transfer issues during failed PLU process

Forcing reauthorization
Product priors to 2010 (Safecast licensing technology) Delete the .DAT file Vista - C:\ProgramData\Autodesk\Software Licenses Win XP - C:\Documents and Settings\All Users\Application Data\Autodesk\Software Licenses

For 2010 Product (FLEXnet licensing technology) ( g gy)

Contact Activation Codes team: 800-551-1490

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Troubleshooting: Stand-alone License Issues

Activation is Lost
Error: 0.1.0011 or 11.1.6011

Suggestions:
Remove all external USB drives and Jump Drives Install Bind Hot Fix: http://usa.autodesk.com/getdoc/id=DL5620053 Reactivate AutoCAD

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Troubleshooting: Network License Issues

Ensure FLEXnet is running on a supported platform
This is imperative in a successful error-free License Manager setup Instability and unforeseen errors are common

Supported platforms for Network License Manager (NLM): S t d l tf f N t k Li M (NLM)

Windows Vista x86 SP1 Windows Vista x64 SP1 newly supported Windows XP x86 SP3 Windows XP x64 SP2 newly supported Windows 2003 R2 Server Edition (x86/x64) newly supported Windows 2003 Server Edition (x86/x64) Windows 2000 Server Edition

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Troubleshooting: Network License Issues

Basic Checks :
Confirm latest version of NLM (currently v11.5) is being used Verify that ports 2080 and 27000-27009 are open In the license file, ensure server Hostname and Mac address correspond to the physical server machine used Verify the NLM is running on a supported platform f f
No virtual environment No teamed network card Windows Server 2008 is not supported

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Troubleshooting: Network License Issues

Basic Checks :
Confirm services were created properly
3 Paths, Start Server, Use Services

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Troubleshooting: Network License Issues

Basic Checks:
Click on Server Status tab and Perform Status Enquiry button
Ensure the quantity of all available licenses is listed

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Troubleshooting: Network License Issues

Status Enquiry error:
[ -1, 359 ] : No such file or Directory

Possible Cause:
LMTOOLS ignores license file path environment variables is checked

Suggestion:
Uncheck to resolve issue

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Troubleshooting: Network License Issues

Critical information to provide:
FLEXnet Error Code or Screenshot License File (e.g., CADserver.lic) Options File ( O ti Fil (e.g., d kfl adskflex.opt) t) Debug log file HOSTID File (from Systems Setting tab) ( y g ) Server Status File (from Server Status tab) LICPATH.LIC File System Environment Variables Registry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"

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Troubleshooting: Out of Memory Issue

Possible Causes:
Varies: complex drawing, physical machine memory issue, etc.

Suggestions:
Audit and purge drawing file Set LAYOUTREGENCTL to 0
OPTIONS -> S t System tab -> R t b Regen when switching l h it hi layouts t

Simplify drawing file

Unload xrefs and images not needed g

Test & run on a 64-bit machine

Explore possibility of increasing system RAM

For 32 bit F 32-bit machine, try enabling 3GB S it h hi t bli Switch

Refer : TS1060353 and TS1069947 Last resort and final result varies, depending on systems.

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Troubleshooting: System/Product Crashes

Possible Cause:
System Conflict, complex or corrupted drawing etc.

Suggestions:
Try in Diagnostic Mode
If error persists in Diagnostic Mode, perform full uninstall and reinstall of product Else, if error did not occur in Diagnostic Mode, try the next few steps ...

Try in Admin account

If not reproducible, recreate windows profile

Disable Antivirus and Security applications restrictions Audit or Recover drawing Uninstall d i t ll NET Framework 3 5 SP1 U i t ll and reinstall .NET F k 3.5
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Troubleshooting: Installation Errors

Installation Errors 1603, 1606 Possible Causes:
Permissions, bad install package, incomplete files, etc.

Diagnostics:
Is it network deployment or local installation? Does it occur on multiple machines or only affecting one computer? Can error be repeated using manual installation? Request for log files on client machine
%TEMP% install.log file (read only) Turn-off silent installation to see error code

Clean up the Temp folder Disable Anti-virus Re-try in Diagnostic Mode (see Slide 50 for steps)
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Troubleshooting: Installation Errors

Installation Error 1603, 1606 Possible Causes:
Permissions, bad install package, incomplete files, etc.

Suggestions:
Allow full permission to local folder and registry Copy DVD content to local folder and run from there Avoid roaming profile Adopt default folder and path name

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Troubleshooting: Windows User Profile Issues

Scenarios:
Problem occurs only when John logs in - others seem fine. I dont encounter the problem with my admin account.

Possible C P ibl Cause:

Corrupted windows profile

Suggestions: S ti
Try login using other Windows user account and Admin account If problem occurs on all user account, except Administrator: bl ll t t Ad i i t t
Likely to be profile restriction or permission related Contact customer IT admin for further analysis

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Troubleshooting: Windows User Profile Issues

If problem only occurs on a specific user account:
Create a new AutoCAD profile
OPTIONS -> Profiles tab -> Add to List

Reset new profile to AutoCAD default p

Reset button

Set the profile current

Set Current button Set Current

Try this first, before trying the triggering of the secondary installer

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Troubleshooting: Windows User Profile Issues

If problem only occurs on a specific user account:
Trigger Secondary Installer
Log on to the computer as that user. In the Registry Editor delete the following subkey: Editor,
HKEY_CURRENT_USER\Software\Autodesk\<product name>

In Windows Explorer, delete the following user's application folders:

C:\Documents and Settings\<user name>\Application Data\Autodesk\<product name> C:\Documents and Settings\<user name>\Local Settings\Application Data\Autodesk\ product name> Data\Autodesk\<product name

Re-start the product. This will initiate the secondary installer, recreating the deleted files and folders

Note: Performing these steps will remove all customization done previously and reset the product to out-of-the-box state.

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Troubleshooting: Windows User Profile Issues

Note regarding Support Content Redirection:
AutoCAD 2010 Support Content Redirection feature allows deploying support content to locations other than the local user profile Secondary I t ll ti may not apply under such scenario S d Installer tip t l d h i Support content may be located in folders other than the local user profile folder. folder

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Troubleshooting: CUI Issues

Missing menu, Command not working, etc.
Occurs on specific user account only

Possible Cause:
Corrupted CUI Files

Suggestions:
Restore CUI file.
Type CUI at command line. Right-click on the main cuix file
Restore - Set back to the last iteration prior to the changes Reset - Perform a reset from the UserDataCache folder

Remove - C:\Documents and Settings\<user>\Application Data\Autodesk\<product name>\<version>\enu\Support

Re-start product, allow file to re-generate

Copy CUI file from folder - C:\Program Files\<product name>\UserDataCache\Support pp

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Troubleshooting: Fatal Errors

Fatal Error: Unhandled c0000xxxx Exception Possible Causes:
Bad Install .NET Framework issues Drawing corruption Conflict with other application

Resolution Steps :
Run in Diagnostic Mode
If error persists in Diagnostic Mode, perform full uninstall and reinstall of product

Clean-up all .NET Framework component

3rd party Utility can be used for full clean up of .NET Framework clean-up NET Reinstall .NET Framework component using the setup file available in product CD/DVD

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Troubleshooting: Drawing Corruption

Various Potential Causes
Network (transmission errors, file locking, latent writing of data) Storage media degradation (bad sectors on a hard drive) Defective or failing RAM Operating system issues Power surges 3rd-party applications running i id th A t d k product t li ti i inside the Autodesk d t DWG created or saved by a non-Autodesk product AutoCAD terminated while saving DWG ( g (less frequent) q )

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Troubleshooting: Drawing Corruption

When a drawing can NOT be opened:
RECOVER command
Recovers a selected drawing file If successful, open and run AUDIT command
Evaluates drawing integrity and possibly more error correction Set system variable AUDITCTL=1 to create a report of audit results

RECOVERALL command
Recovers a selected drawing file Attached and nested xrefs are also opened, repaired, resaved, and closed

INSERT and EXPLODE

Start AutoCAD with NO prototype Run INSERT and selected the corrupted drawing C ec the Check t e Explode opt o p ode option

Restore from autosave (SV$) or backup (BAK) files

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Troubleshooting: Drawing Corruption

When a drawing CAN be opened but still has corruption:
WBLOCK command
Set all layers ON, THAWED and UNLOCKED WBLOCK all objects in the drawing to an external block file Open new file and run AUDIT

DXFOUT/DXFIN
DXFOUT to create a new .dxf file Start new drawing and DXFIN to import the new .dxf file

AECTOACAD
Exports to a selection drawing version Strips potentially corrupt custom objects

PURGE command Copy and P t i t a new d C d Paste into drawing i External References and Bind Restore from autosave (SV$) or backup ( ( ) p (BAK) files )
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Troubleshooting: Drawing Corruption

I have more corrupt drawings in this release than ever before! What is AutoCAD doing to Wh t i A t CAD d i t my d drawings? i ?

The Perception of Corruption

Each new release improves the ability to detect corruption
Potentially more error messages because more corruption is being found Detection is product specific not drawing specific Same drawings in 2010 product may report corruption not reported in 2008

More frequent error messages may not mean more corruption It may mean better detection of existing corruption Corruption that was already there but was not previously detected

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Troubleshooting: Slow Drawing Performance

Possible Cause:
Excess annotation scales Only affects drawings created in AutoCAD 2008 before SP1

Suggestions: S ti
Run the Scale List Cleanup Utility
Removes excess annotation scales from drawings Refer: DL11062617

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Troubleshooting: Slow Drawing Performance

Possible Cause:
Excess registered application (regapp) IDs Often created in bulk by 3rd-party applications

Suggestion: S ti
Run the Regapp ID Cleanup Utility
Removes unreferenced regapp IDs g pp Refer: DL11807875

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Information Required For Successful Issue Resolution

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Information Required For Successful Issue Resolution

Always collect the following information:
What is the version of the Autodesk product exhibiting problems? Are there any service packs applied to the product? Are there bonus packs or extensions installed for the product? What is the operating system version including service packs? Is the OS 32-bit or 64-bit?

Always verify the following :

Is the problem is happening on an earlier product version?
Test th T t the same issue in a current version i i t i

Is the problem is happening on an AutoCAD vertical product?

Test the same issue in vanilla AutoCAD?

Helps isolate the problem to specific versions or vertical products? May indicate if the problem has been identified and fixed in a later version
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Information Required For Successful Issue Resolution

FLEXnet licensing issues
FLEXnet Error Code or Screenshot License File (e.g., CADserver.lic) Options File ( O ti Fil (e.g., d kfl adskflex.opt) t) Debug log file HOSTID File (from Systems Setting tab) ( y g ) Server Status File (from Server Status tab) LICPATH.LIC File System Environment Variables Registry: "HKEY_LOCAL_MACHINE\SOFTWARE\FLEXlm License Manager"

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Information Required For Successful Issue Resolution

Printing issues
Error Code or Screenshot
Ensure accurate problem description

System NFO file y

Provide accurate machine specification

Printer Model / Driver version used

Provide accurate card details for analysis

Try to isolate the problem

Printed via network or locally connected printer? Is this happening in one particular drawing or in all drawings? Is the issue reproducible with one of the tutorial or sample drawings?

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Information Required For Successful Issue Resolution

Display issues
Error Code or Screenshot
Ensure accurate problem description

System NFO file y

Provides accurate machine specification

Display card model and driver version

Provides accurate card details for analysis

3Dconfig command View Tune Log

Acquire : Performance Tuner Log

Is di l I display card model supported? d d l t d?

www.autodesk.com/autocad-graphicscard

Is this happening in one particular drawing or in all drawings?

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Information Required For Successful Issue Resolution

Product Crashes
Error Code or Screenshot
Ensures accurate problem description

System NFO file

Provides accurate machine specification

CER (Customer Error Report)

XML info may provide quick leads to cause of problem Customer email address used in CER for tracking and follow up

Customers File (if available)

Enables problem simulation

Is this happening in one particular drawing / machine / account or in all drawings / machine / accounts?

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How does Customer Error Reporting (CER) work?

System information is collected:
Operating system, Autodesk product version, graphics d i O ti t A t d k d t i hi drivers, etc. t Other applications that were active at the time of the crash Commands recently run in the product Memory addresses and A t CAD process stack at th point of crash M dd d AutoCAD t k t the i t f h

CERs are received, analyzed and forwarded to Autodesk developers for research Instant email response if a workaround or fix already exists Future email notification when a fix becomes available F t il tifi ti h fi b il bl Best practices for supplementing CER information:
Use the CAD Manager Control utility to enable including the computer name Provide an email address so Autodesk can contact directly if needed Provide a step-by-step description of the error not just swearing Make a note of the CER number for future related communications
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Tools, Tools Tips and Useful Links

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Tools, Tips and Useful Links

License Parser Tool
http://www.licenseparser.com Interprets license file content Generates an easy to read report easy-to-read Demonstration video available in Handouts

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Tools, Tips and Useful Links

Telnet To License Server Port
Useful in checking if the port 2080 is accessible
Go to DOS Prompt Type : telnet 10.148.32.75 2080
Where 10.148.32.75 is the License Server and 2080 is the Port number.

Press <Enter>

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Tools, Tips and Useful Links

Telnet To License Server Port
The screen below signify a successful telnet session Implies the port is available, with no connection problem

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Tools, Tips and Useful Links

Telnet To License Server Port
The screen below indicates a failed telnet session Implies the port is not available and connection will fail You will probably get Error [1.5 15]

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Tools, Tips and Useful Links

Ping command (by servername)
Useful in checking if license server is up and running Useful in checking if server name resolution is working
Translation from server name to IP address

Successful ping shown below :

Implies the server is up and running Implies the server name resolution is working Implies using server name in licpath.lic will work

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Tools, Tips and Useful Links

Ping command (by servername)
If you encounter could not find host

Indicates client is unable to locate server via server name Implies server is down or server name resolution is NOT working Workaround: replace Server Name with IP address in licpath.lic file Inform customer IT Team.
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Tools, Tips and Useful Links

Removing Microsoft .NET Framework
A clean removal of .NET Framework is imperative in allowing a clean re-setup of the latest version, when resolving install issues If problem persisted after standard un-installation routine, then 3rd party removal utilities can be considered (if necessary) Due consideration and understanding of the utility must be adopted by implementer before use Typically, T i ll such t l will d l t shared fil and registry k h tool ill delete h d files d i t keys used b d by other versions of the .NET Framework A repair or re install for relevant versions .NET Framework may be re-install NET required

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Tools, Tips and Useful Links

Removing Microsoft .NET Framework
There are several utilities available for .NET Framework removal
Example - http://blogs.msdn.com/astebner/archive/2006/05/30/611355.aspx

Important: These are not Autodesk utilities and usage is at your discretion and considerations Important: Read each utilities caveats and disclaimers in usage terms and conditions d diti
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Tools, Tips and Useful Links

Windows Cleanup Utility
Useful in removing residual failed installation files Allows reinstallation to proceed
http://support.microsoft.com/kb/290301 p pp

Note: Official Microsoft utility Usage is at your discretion and considerations

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Tools, Tips and Useful Links

Checking Graphics Information
Win XP : Go to Start -> Run -> Type dxdiag <Enter> Vista : Start Search -> Type dxdiag <Enter>

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Tools, Tips and Useful Links

Checking machine Port details
Currports utility
Google currports for trial download

Note: Not an Autodesk or Microsoft utility. Usage is at individual discretion and considerations
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Tools, Tips and Useful Links

How to go to Diagnostic Mode :
On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista). Type msconfig. Cli k OK T fi Click OK. In the System Configuration Utility dialog
General Tab - > check the Diagnostic Startup option g p p Services tab -> check the Autodesk Licensing Service option Click OK. When prompted, restart Windows.

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Tools, Tips and Useful Links

How to return to normal Windows startup:
On the Start menu (Windows), click Run (Windows 2000/XP) or Start Search (Windows Vista). Type msconfig. Cli k OK T fi Click OK. In the System Configuration Utility dialog
General Tab - > check the Normal Startup option p p Click OK. When prompted, restart Windows.

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More Resources

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Resources AutoCAD Hot Issues

Content
Current Hot Issues Access to Autodesk Knowledge Base g Search

http://www.autocad.com > Services & Support p pp

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Resources AutoCAD Updates and Service Packs

Content
AutoCAD updates Hot fixes Multiple versions

http://www.autocad.com > Services & Support > Data and Downloads p pp

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Resources AutoCAD Installation Troubleshooting Guide

http://usa.autodesk.com/getdoc/id=TS1070000 p g
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Resources Windows Installer Error Messages

http://msdn.microsoft.com/en-us/library/aa372835.aspx p y p
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Resources Autodesk Product Support Blogs

Regular updates on useful tips and product information Hosted by Product Support technical leads and staff
The Revit Clinic (Revit) http://blogs.autodesk.com/revitclinic Cracking The Vault (Vault) http://blogs.autodesk.com/crackingthevault

Being Inventive (Inventor) http://blogs.autodesk.com/beinginventive

Being Civil (Civil3D) http://blogs.autodesk.com/beingcivil

Without A Net (AutoCAD) http://blogs.autodesk.com/withoutanet h //bl d k / ih

Maya Station (Maya) http://blogs.autodesk.com/mayastation h //bl d k / i

More blogs can be found at: http://blogs.autodesk.com

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Points To Note
This session and information aims to enhance effectiveness in your d il t bl h ti effort daily troubleshooting ff t Desired results may vary due to differences in system environment i Seek advice of customer IT staff whenever required Non-Autodesk utilities presented in this document do not constitute an endorsement by Autodesk

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Bonus Materials

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Q&A

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Experts Panel
Tom Stoeckel AutoCAD/platform Harlan Brumm Revit Jason Hickey Civil 3D Hywell Herrero Data Management Don Warner Inventor, AutoCAD Mechanical Lalena Whitcombe 3D Studio Max

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