Category Archives: Fail

Fix released for Autodesk subscription licensing error (yes, another one)

1 Reply

Providing yet another entry in the it’ll never happen again file, Autodesk has issued a fix for an AutoCAD 2018 subscription licensing crash.

Thankfully, it’s not compulsory to use the execrable Autodesk desktop app or malware-like Akamai download manager to obtain this fix. There are direct links for the 32-bit and 64-bit fixes.

Lessons we learned from this:

  • AutoCAD doesn’t just phone home once every 30 days to maintain even a long-term a subscription license, it phones home 24 hours later too. And probably every 24 hours after that.
  • Desktop software that relies on the internet to continue working is a terrible idea.
  • Yes, it will happen again.

Autodesk is hiring again

6 Replies

We’ve been here before, so this shouldn’t shock anyone. Autodesk is red hot to employ lots of shiny new people to replace at least some of the old ones that were discarded a while back.

As a free service to Autodesk, I offer this work-for-us video for your enjoyment:

An example of the sort of attitude required from employees who want to stay around can be found at 0:37. Nice!

Has Autodesk broken your old licenses?

8 Replies

I’m seeing multiple recent complaints from people stating that their older but perfectly legal perpetual license AutoCADs are being broken. They’re also reporting that Autodesk is being less than helpful about fixing the problem in any reasonable kind of timeframe. Whether this is a deliberate act or yet another “this won’t happen again” screw-up is difficult to determine, but either way it’s pretty obnoxious. People paid a lot of money for this software and they deserve to have it working.

Original Red A figure copyright Autodesk, Inc. This derivative image was created from scratch using BricsCAD V18 and falls under fair use (commentary, criticism).

If you have an old release lying around for whatever reason, maybe you’d better check to make sure it’s not broken.

Autodesk, if you can’t get your licensing act together, I hope you’ve budgeted enough to provide full refunds to everyone with an old license. Millions of them. Thousands of dollars each. That’s quite a few billion dollars. No? Don’t have that in the piggy bank? Better get cracking, then.

To those people stuck without a working AutoCAD who need to get work done while fighting Autodesk, regular readers of this blog will be able to tell you know where to go to get 30 days’ relief. File under told you so.

Has this happened to you? Please comment and provide the details.

Importing SketchUp files into AutoCAD

2 Replies

Do you have a SketchUp (SKP) file you need to import into a DWG? Need to know how to do it? Tried it but it didn’t work? This tip is for you.

If you’re using AutoCAD 2016 to 2019 for Windows, you can download and install the SketchUp Import plug-in from the Autodesk App Store. If that goes according to plan, this will add the command IMPORTSKP to AutoCAD. You may need to restart your AutoCAD first. It’s straightforward enough; select a file to import and it becomes a block in your drawing.

Reading the reviews for this add-on, it’s clear that it’s not working for many people. If it does work, it only imports SketchUp files up to 2017 format (2016 on 32-bit AutoCAD).

What if it doesn’t work? What if it does work but you have an unsupported 2018 version SKP file? Well, this post could arguably fit into the Why every AutoCAD CAD Manager should have a copy of BricsCAD series, because this is an example of BricsCAD acting as a workaround for AutoCAD limitations. SketchUp files are supported in BricsCAD’s native Import command, no add-ins required. If you have BricsCAD V18.2.10 or later, 2018 version SKP files are supported. If you have an earlier version of BricsCAD you can download the latest here.

Importing SKP files is also supported in the free BricsCAD Shape application, but at the time of writing the version is V18.2.06, which only supports SKP files up to 2017 format.

Having trouble authorising Autodesk products?

2 Replies

You’re not alone. At the time of writing, the Autodesk license service at auth.autodesk.com is down, so if you need a response from that service before your software will work you’re likely to be severely out of luck.

That’s more likely to be inconvenient if you’re on subscription rather than a perpetual license, because Autodesk subscription software phones home every month. Yes, even if you have a 3-year license.

Autodesk remotely killswitches AutoCAD licenses – again

6 Replies

Following the AutoCAD 2019 rollout disaster, where subscription users found their AutoCAD 2018s were broken by an Autodesk licensing system meltdown, Autodesk CEO Andrew Anagnost issued an apology. He also assured customers on Twitter that it wouldn’t happen again:

While I welcomed that, I did have this to say at the time:

I don’t think such a guarantee is realistic, given that the nature of subscription software is to only work when it knows you’ve paid up. At least it demonstrates that the desire is there right at the top to try to prevent such debacles from occurring in future.

Autodesk watchers know that words mean little and actions are everything. I look forward to Andrew sharing news of the actions he’ll be taking to make good on his promise.

Back to the present. Does it come as a surprise to anybody to discover that less than a month later, Autodesk has again accidentally remotely killswitched people’s licenses? Again, not just the new release, but 2018 too. As reported on Twitter and www.asti.com:

After a couple of exchanges, the always-responsive people on the @AutodeskHelp Twitter feed came back with this:

So it’s fixed, but CAD Managers now have a bunch of work to do at their end to deal with a problem created at the Autodesk end. Somebody screwed up, they fixed it, another apology is issued, stuff happens, life goes on.  That’s it for this month, probably. But it doesn’t address a very fundamental problem.

Let’s go back to basics.

The primary function of a licensing system is to allow use of the product by legitimate users.

Everything else is secondary. If a system relies on phoning home and getting the required response from a remote system before you’re permitted to use the software you paid for, not just after installation but on an ongoing basis, then it’s fundamentally flawed from the user’s point of view. Yet that is the system that Autodesk has chosen to base its business on.

No amount of sincere, deeply felt apologies or it’ll-never-happen-again promises will alter the fact that Autodesk has put its own convenience ahead of the ability of paying customers to use what they have paid for. Will Autodesk change that state of affairs? I very much doubt it, in which case it’s inevitable that this kind of thing will happen again, whatever anyone might promise.

AutoCAD 2019 rollout disaster

10 Replies

If you’re an AutoCAD user, you may have been intrigued by the news about the new way Autodesk is bundling up AutoCAD 2019 with various verticals (perpetual license owners need not apply). This is Autodesk’s latest attempt to promote its subscription model and raise prices again. 7% this time, but much more to come. But never mind that, the main point is that you’re getting a whole lot of stuff, and who could say that’s not a good thing?

So it’s most unfortunate for Autodesk that the AutoCAD 2019 rollout has been an unmitigated disaster.

My own experiences in trying to download the product were sub-optimal, but I later learned that I was one of the lucky ones. Subscription users not only had problems with AutoCAD 2019, they found their AutoCAD 2018s were broken too, victims of an Autodesk licensing system meltdown. That’s right, the AutoCAD 2019 launch acted as a remote kill-switch for people’s production software.

Perpetual license users were fine, of course. Only subscription customers suffered. There’s a lesson there that should not go unnoticed.

Back to my own experiences, to begin with I couldn’t download AutoCAD 2019 anywhere, despite it being having been announced everywhere some hours earlier. Autodesk Account wasn’t showing 2019, but it was showing this:

The usual workaround method of downloading the free trial wasn’t any better; that was still on 2018. I even tried installing the execrable Autodesk desktop app (temporarily!), but there was no sign of AutoCAD 2019 there either.

I’ve never had any success using Autodesk’s AVA bot for any real questions, but there was a time when it served as a gateway to Akamai-free downloads, so I tried that. Unfortunately, AVA has been “improved” and that once-excellent feature is gone. I did try asking AVA for the download link to AutoCAD 2019, but that didn’t go well.

First attempt:

Second attempt:

I mentioned my difficulties on Twitter and a few hours later the long-suffering but always-professional @AutodeskHelp people offered this:

Despite appearances, this actually turned out to be helpful because by then the product trial download had been fixed and was offering 2019 rather than 2018. I still didn’t see a direct link and against my better judgement tolerated a very temporary installation of Autodesk’s nasty Akamai download manager. About 5 minutes into the download it said it was going to take about 9 hours so I went away and left it. I returned within the hour to find it was finished, so I have no idea how long it actually took. After immediately uninstalling all traces of Akamai and Autodesk desktop app, I was able to start my evaluation.

So how’s the product? Pretty much the same as 2018, except with a better drawing compare tool. Oh, and the icons are better. The first command I ran in the new release reminded me that some things never change. The ancient rectangular pickbox bug popped in to see me, just like an old friend.

I’ve been warmed by the familiar, comforting experience of this and various other early 90s-era bugs and limitations, where the easiest workaround is to use a competitor’s product to do those bits. More on that in a future post.

An hour or so into using the product saw it crash and burn for the first time:

Don’t take my word for it, though; here are some comments from various users, CAD Managers and long-term Autodesk fans, most of whom had a worse time of it than I did. It’s not just AutoCAD; LT and Navisworks are definitely affected and there may be others. Comments here have been reproduced from various sources under fair use; names have been removed to protect the innocent.

I think it is safe to say that Autodesk are having a very bad day. Account and activation issues, subscription access issues, forum login issues, kudos and comments blocked to some users…

I installed the brand new @Navisworks Manage 2019 last night, and this morning I get the “Your trial has expired” !!!

I can safely say that ‘unimpressed’ is my status right now with the licencing idiocy going on. Not only can I not get the 2019 version, but my 2018 version has stopped working too.

Looks like all subscription (not maintenance or legacy) software is affected this way: logging in and out as well as workarounds posted are not working. Now this is a good reason to abandon Autodesk subscription model.

Good news: Autodesk began rollout of 2019 licenses! Bad news: It might break your 2018 licenses.

Hard to imagine this rollout going any worse.
[Autodesk]”Hold my beer….”

2.5 days without AutoCAD available. I just wish Autodesk would have told us so I could have gone on vacation. Instead, I will have to work thru the weekend to make up lost time.

I love Autodesk and their software, but they have just ditched an entire generation of Autodesk ‘rockstars’ and their subscription portal isn’t working. It really doesn’t look good, does it?

my 2018 is hosed on 3 devices

Unfortunately the situation has lasted for nearly 24 hours and no work done. Can we send the bill to Autodesk?

so I thought I’d try and activate LT
LOL

Although some parts of this are supposedly fixed, it’s not over yet. As I type this, people are still reporting problems and Autodesk is still offering apologies:

Even now, AVA is still completely in the dark about the current release of Autodesk’s traditional flagship product.

It’s great to see users helping each other, though. You may find this Autodesk Forum post by Travis Nave useful as an interim workaround. Also, in a marvellous continuation of McNeel’s free service to the AutoCAD (and BricsCAD) LISP community, DOSLib has been made available for AutoCAD 2019 even before many people were even able to get hold of the software it runs on. That’s what I call service!

All in all, this has not the best start to AutoCAD’s brave new world of oneness. How did it go for you?

How to get your Wacom Graphire 4 tablet working in Windows 10

67 Replies

I’ve been setting up a new PC at home and one of the things I struggled with was getting my Wacom Graphire 4 tablet working. This isn’t a CAD tablet (remember those?); instead, I use its pressure-sensitive stylus for image creation and editing. Press harder and you get more ink. Turn the pen over and you automatically erase instead of drawing. Press the eraser harder and you get more erasing.

I use PaintShop Pro for my image work, by the way, not Photoshop. You can still buy and optionally upgrade PaintShop Pro perpetual licenses, which is how it should be. You’re probably aware that I don’t rent stuff unless there’s no realistic alternative.

According to the Wacom FAQ, I was severely out of luck.

What is the latest driver for the Graphire 3 & 4 (CTE) tablets?
The Graphire 3 & 4 CTE tablets made from 2003-2007 are no longer supported by Wacom and will not work with a current tablet driver. Below are links to the latest drivers available for these tablets.

Windows 8, Windows 7, Vista & XP Download Here
Mac 10.8, 10.7 & 10.6 Download Here

Not one to give up so easily, I tried a variety of drivers for my tablet (model CTE-440). They were either blocked from installation by Windows 10×64, or in the best case scenario failed to provide any functionality other than acting as a basic mouse. The tablet failed to appear as a WinTab device, so I couldn’t configure PaintShop Pro to use its pressure-sensitivity, defeating the object of having the thing in the first place.

So I did what I thought was best and put the tablet out on the verge with the other junk awaiting council collection and investigated a replacement. Not from Wacom, obviously! I don’t want to reward a company for abandoning its products. I was checking out Huion tablets, which are so much cheaper than Wacom’s that it’s probably worth taking a punt and buying one anyway.

But then the stubborn streak in me (have you noticed?) kicked back in and I had one last go. A bit more in-depth Googling led me to this page. This is an old, non-maintained, leftover page from Wacom Europe. Let’s hope it stays there. On that page I found the driver I needed: DRIVER 5.30-3 RC FOR WINDOWS 8, WINDOWS 7, VISTA, AND XP. The direct link to the driver installation executable (cons530-3_int.exe) is:

http://downloadeu.wacom.com/pub/WINDOWS/cons530-3_int.exe

I retrieved my tablet from the junk pile, installed that driver, cleaned off my tablet while my system rebooted, plugged it in and away I went! In PaintShop Pro 2018, the setting is found at File > Preferences > General Program Preferences in the Miscellaneous section.

Wacom’s FAQ gave me a bum steer. Yes, the driver I used isn’t supported in Windows 10 and it isn’t current, but I don’t care. It works just fine and means my perfectly good as-new tablet isn’t landfill. Wacom needs to do better both in terms of supporting its hardware with current drivers and providing more useful information to its customers.

That awkward moment when I just failed to create BIM

1 Reply

I recently updated my resume, and I thought it might be relevant to include an episode from my early career. This post is an expansion on what I had to say about that episode.

I was managing a tiny CAD training and development company, Educad. Much of my time there was spent developing software called NIDIS (originally called NEEDS), a project that was started in 1987 or 1988 with Nixdorf Computer as the client. It was intended to take over the market among first the home building companies of Western Australia, then Australia, then the World!

What’s special about NIDIS is that it was a precursor to BIM. Using a 3D-adapted version of the 2D Educad architectural software within AutoCAD, designs of domestic homes could be efficiently created and infused with a degree of intelligence. This was then linked to the Nixdorf minicomputer-based software that contained pricing and other information about the various building components. This combined system enabled accurate quantity take-offs to be performed.

This was supposed to be a short project, but due to a massive amount of “scope creep” it took two years. I was really pushing the limits of what AutoCAD could be persuaded to do at that time and had to break new ground in several areas. Some of it was a kludge, but I made it work. Finally, the software was essentially completed, with a custom tablet menu (remember those?), full documentation and everything. Nixdorf CAD-spec PCs with big screens, tablets, AutoCAD and NIDIS were installed in the drawing office. It was successfully tested in Beta. The take-offs were very accurate. Everything looked good to go.

Then, two weeks before it was due to go into production, this project died. The building company that was sponsoring it, Mansard Homes, went into liquidation as it struggled unsuccessfully with the combined effects of very high interest rates and bad publicity about poor building quality and cost overruns. Nixdorf dropped the whole project like a hot potato and the product was never sold. I didn’t have any rights to the software and couldn’t do anything with it.

But it was software that was based around a 3D model of a building that contained some intelligent information, albeit extremely crude by today’s standards. I wrote, quite literally, Building Information Modeling software. It was completed in 1989, before the name BIM had even been used. The idea had existed since the mid 70s, but I didn’t know that at the time so I made it up as I went along.

I didn’t actually invent BIM, but I made something that resembled BIM that actually worked. And then it didn’t.

This is easily the most spectacular failure of my career. Still, I’m kind of proud of it.

Edit: for historical context, this video shows an unrelated system that was developed at about the same time as NIDIS.

Autodesk kills ArtCAM, proves subscription is terrible for customers

18 Replies

This story goes back over 50 years. A British company called Delcam was founded in 1965 and developed many products. These included ArtCAM, an application for producing 3D parts using 2D artwork as a base. It won a Queen’s Award for Innovation in 2003. In 2014, Autodesk acquired Delcam for approximately USD$286 Million and ArtCAM (among others) became an Autodesk product.

As with all Autodesk products, sales of perpetual licenses ceased a couple of years ago. Owners of perpetual licenses were encouraged to ditch them and switch to subscription instead. Financially encouraged, with “discounts” and promises of price rises for uncooperative customers. You’ll be familiar with this part of the story.

Now, Autodesk has killed ArtCAM. The FAQ is here, but as of right now you can’t buy a new ArtCAM subscription. You can renew an existing subscription until 7 July 2018. Support ends on 1 November 2018. Support will be of limited value because bugs are highly unlikely to be fixed, especially if what I hear about the development team being fired last November is true.

Are you an ArtCAM customer wondering what this means for the future? Here’s what happens if you followed Autodesk’s advice and switched to subscription:

  • You stop using the software as soon as your subscription runs out. Immediately. No negotiation will be entered into.

Here’s what happens if you didn’t follow Autodesk’s advice and kept your perpetual license:

  • You get use the software for as long as it still works.

Which of these scenarios would you say is preferable from a customer point of view? Yes, it’s a rhetorical question similar to, “Would you prefer to: a) cut your own head off with a blunt rusty saw; or b) not do that?”

Remember when I said subscription was a trap and you shouldn’t fall for it? Was I wrong?

OK, hands up all those customers who still think Autodesk subscription is a good idea. Anyone?

I’ve added ArtCAM to the Autodesk Graveyard. Anybody who thinks this can’t happen to their product should read that page and ponder how many Autodesk customers thought their product would permanently persist.

Why Bricsys makes the best AutoCAD for Mac

3 Replies

Bricsys has just released BricsCAD V18 for Mac. Here’s the download link and here are the release notes.

BricsCAD V18 is an excellent DWG 2018-based CAD application, and the Mac version lacks little in comparison to the Windows version. It’s so much more capable than the perpetually half-baked AutoCAD for Mac that I struggle to comprehend why anybody with the choice would even contemplate the notably inferior and seriously overpriced Autodesk offering.

That’s not just opinion, it can be supported objectively.

Price first. US prices are shown here for a single standalone license over five years, inclusive of the cost of upgrades. The BricsCAD prices therefore include maintenance (it’s optional); the Autodesk prices are for subscription (not optional). No temporary discounts have been included. I have excluded bargain-basement BricsCAD Classic because it lacks the full set of programming and 3D modeling tools. I have assumed that there will be no price increases over the next five years. Given recent history, that’s probably close to the truth for Bricsys prices. Autodesk, not so much.

Year BricsCAD Pro BricsCAD Platinum AutoCAD
1 970 1330 1470
2 240 240 1470
3 240 240 1470
4 240 240 1470
5 240 240 1470
Total 1930 2290 7350

It’s worth noting that if you want to stop paying Bricsys, you’re left with the latest version to use indefinitely. You can change your mind and get back on the upgrade train later, if you like. That sort of flexibility is long gone at Autodesk, where subscription means no pay, no play. If you stop paying, despite having paid 3.2 times as much for your software over the five year period, you’re left with nothing.

Now, features. You may have noticed that Autodesk is now too embarrassed to list the differences between the Windows and Mac versions of AutoCAD on its web site. The Compare AutoCAD vs. AutoCAD for Mac page is now a shadow of its former useful self, devoid of all detail. If you want to get a reasonable idea of what’s going on with AutoCAD for Mac’s deficiencies, you can check out my post about the 2017 release that lists the missing features.

Alternatively, you can have a look at the equivalent Bricsys comparison page, which you should probably do anyway before spending any money. It’s strange that you now need to visit a competitor’s page to get detailed information about an Autodesk product, but in the CAD world these are strange days indeed.

It’s important to note that the Bricsys comparison page has issues; while the BricsCAD columns are up to date, the AutoCAD columns are a year behind. That page definitely needs an update in order to provide a fair comparison. Don’t rely on it completely (e.g. all of the listed products except BricsCAD V17 for Linux use DWG 2018 as the native format, not DWG 2013), but it will give you an approximate idea. Look at the little red X marks in the rightmost column and you’ll see that a whole bunch of the missing AutoCAD for Mac features, even after all these years, are very significant and their absence could rule out the product for you. Don’t expect much in the way of future improvement. either. AutoCAD for Mac is in maintenance mode, just like the full product.

BricsCAD for Mac is not just more fully-featured, it’s ironically also more AutoCAD-compatible than Autodesk’s effort. For example, try to run a selection of LISP routines in both products. Almost all of it will run just fine in BricsCAD. Anything that uses ActiveX or DCL (dialog box) calls simply won’t work in AutoCAD. You might be all right with some simple routines (if it was written for AutoCAD for DOS then it will probably be fine) but any LISP even moderately sophisticated is going to fail.

BricsCAD for Mac doesn’t just provide capabilities that AutoCAD for Mac doesn’t have and never will, it offers something more than that. It offers a path beyond basic drafting. You can abandon all hope of Revit for Mac – that won’t be happening. AutoCAD-based vertical products? Nope. Inventor OS X? Forget it. But the availability of a product like Bricsys BIM for Mac (not priced above – it’s US$770 extra if purchased seperately) is an obvious drawcard for Mac-happy architects. You can create 3D parametric models on your Mac if you use BricsCAD Platinum, and you can create them without straying far from a familiar AutoCAD-like environment. Sheet metal? Sure (at extra cost).

If you’re a Mac-only person and you’re wedded to Autodesk, you’re not only being ripped off, you’re following a dead-end path. Time to check out the alternatives.

Autodesk founder outraged by Amazon snatch of cloudy purchases

3 Replies

Autodesk co-founder John Walker (it’s not his fault, he relinquished control of the company many years ago) recently posted this on Twitter:

In a move reminiscent of the infamous removal of Orwell’s 1984 from Kindle devices (which Amazon promised a court it would never repeat), John’s Audible.com (owned by Amazon) audio books, purchased in 2009-2010, simply went away.

John’s reaction was to post a video of harmless inanimate objects being blown away by a powerful firearm, so I think it’s safe to say he was not overly pleased about this turn of events. Can’t say I blame him.

This is a variant of the old joke on those cheesy pre-show anti-piracy ads that have annoyed owners of legitimately purchased videos for many years:

“You wouldn’t steal a car.”
– I would if I could download it.

Amazon’s version goes:

“You wouldn’t steal a book.”
– I would if I could delete it from my server.

OK, Amazon is obviously doing evil here, but what can John do about it? Maybe nothing. As pointed out in a series of responses to John’s post, Amazon considers itself fully entitled to do this. Amazon also allows itself permission to change the rules as and when it sees fit.

Does this sound familiar? It should. “What’s yours isn’t really yours, even if you paid for it. It can go away when we feel like it. We can change the rules when we feel like it. No guarantees. Just keep paying and hope for the best.”

This is why we don’t CAD in the cloud. Or subscription CAD, for that matter. Owning stuff is still important.

AutoCAD 2018 for Mac – welcome to twenty years ago

3 Replies

In the past, I’ve described how AutoCAD for Mac was released half-baked (as I predicted) and has remained half-baked ever since.

But wait! Autodesk has proudly announced AutoCAD 2018 for Mac. Skimming through that blog post, I must admit my jaw dropped when I saw some of the new features. This one, for example:

This “new feature” was first provided to AutoCAD users in the 20th century. It was an Express Tool in AutoCAD 2000 (released 1999) and was absorbed into mainstream AutoCAD a few years later. The alias editor goes back even further, to the Release 14 Bonus Tools (1997). That one was absorbed into AutoCAD in 1999. Some of the other new features are also old. Migrating your settings was new back in the century that started without powered flight. Now, not so much.

These features are new to AutoCAD for Mac, of course, and that’s kind of the point. Autodesk is advertising, as new, features that were born before some of the adults who are now using their products.

There are other very important features (e.g. DCL support, essential for LISP compatibility) that date back even longer (Release 12, 1992) and which are still missing from AutoCAD for Mac. That’s right, in some areas AutoCAD for Mac is a quarter of a century behind. And counting.

On the bright side, you do now get access to the pointlessly-changed 2018 DWG format. A couple of features are reasonably new additions, but they represent a small subset of the small number of minor improvements in AutoCAD 2017 and 2018 for Windows. If anything, the rate of improvement of AutoCAD for Mac is lagging behind even the glacial progress of AutoCAD for Windows, despite starting from a much lower base point.

I note with interest that Autodesk’s comparison page is now hiding the detail of the differences between the full product and AutoCAD for Mac. I guess if you have two identically-priced products and one’s missing a bunch of stuff, you might be tempted to hide the fact from your potential customers. This post of mine from last year will give you some idea of what Autodesk’s not telling you about what’s missing from AutoCAD for Mac. Clue: it’s a lot.

Mac users pay full price for their product and deserve much better than this. If you want information on a full-featured “AutoCAD for Mac”, don’t bother looking for it from Autodesk. Try Bricsys instead.

Cloudy and/or subscription CAD still adds vulnerabilities

3 Replies

Remember when I skewered the myth of CAD on the Cloud being available anytime, anywhere? Back then, I pointed out that Autodesk’s infinitely powerful cloud services had managed a grand total of 2 problem-free fortnights out of the preceding 25.

But maybe Autodesk just had a bad year or something. How are things in 2017? Thanks to Autodesk’s health check site with its History option, I can see that so far this year, the grand total of 14-day pages that show no problems is…

Zero.

That’s right, there have been no clean 100%-uptime fortnights at all this year. None. Most of the pages show multiple failures in multiple products. To be fair, the number of problems shown on each page is rather lower than this extreme example from 2016:
 

Even when there are no technical problems preventing the use of cloud or subscription software, there is always the possibility that it will simply go away. For example, NVIDIA has announced End of Life for its formerly Autodesk-integrated, once-best-thing-ever Mental Ray renderer. As of today, you can’t buy a subscription to Mental Ray standalone or the plug-ins for Autodesk products 3DS Max and Maya. As of today, the NVIDIA site still states apparently unironically that Mental Ray…

…remains the rendering solution you’ve come to count on within Autodesk Maya and Autodesk 3ds Max

Maybe you shouldn’t count on it too much.

Rendering, with its potential for massively parallel remote processing on multiple other people’s computers, is a relatively attractive cloudy CAD-related function. But if that function becomes temporarily or permanently unavailable, that can make life a little difficult.

Aren’t standalone perpetual licenses a thing of beauty?

The cull continues – yet more Autodesk products are bumped off

While you’re enjoying yourselves at Autodesk University (not that there’s anything wrong with that), spare a thought for a few products that didn’t make it through the year. Their unfortunate ends are unlikely to be announced at AU with flashy videos and gung-ho words, but should still not go unnoticed.

More than just a few products, actually. Autodesk killing off its wares is not new, but 2017 is surely the year where the scythe has been wielded with most gusto. I’ve updated the Autodesk Graveyard again to include a few more ex-products. Thanks to JM and others who have pointed out products that have ceased to be.

While you’re getting excited about subscribing to the latest and greatest new thing, bear in mind that each of the 91 items on the list of demised Autodesk products was once similarly a latest and greatest thing. Also bear in mind that if you’re relying on software that’s cloud-based and/or subscription-only, if the vendor loses interest you could be up a creek without a paddle. You may have to deal with the consequences sooner than you might hope. For example, browser-based renderer Lagoa has been ignoreware since being acquired in 2014 (sound familiar?):

It was only a matter of time, and Lagoa had its pending ending announced on 2 November 2017. It will be put out of its misery on 22 December 2017. That’s not very long for customers to make adjustments.

A reminder: what’s listed on the Autodesk Graveyard is probably incomplete and may not be 100% accurate. Additions and corrections can be made by letting me know in the comments on the post Autodesk products are falling like parrots. If you could provide references that show the birth and death dates of the products you know about, that would be ideal, but all feedback is welcome.

Logitech demonstrates the power of the cloud and cops a bloody nose

6 Replies

I’ve been a pretty satisfied customer of Logitech products for some years. The mice, keyboards, webcams and 3D controllers (branded as 3DConnexion) I’ve used have generally been well designed, well built and long-term software support has usually been very good (with an exception or two). So it’s with some regret that I have to report them as an example of what not to do in customer service.

Logitech recently sent this email to customers of its Harmony Link universal remote control:

This is an important update regarding your Harmony Link. On March 16, 2018,
 
Logitech will discontinue service and support for Harmony Link. Your Harmony Link will no longer function after this date.
 
Although your Harmony Link is no longer under warranty, we are offering you a 35% discount on a new Harmony Hub. Harmony Hub offers app-based remote control features similar to Harmony Link, but with the added benefit of the ability to control many popular connected home devices. To receive your discounted Harmony Hub, go to logitech.com, add Harmony Hub to your cart, and use your personal one-time promotional code […] during checkout.
 
Thank you for being a Logitech customer and we hope you will take advantage of this offer to upgrade to a new Harmony Hub. If you have any questions or concerns about Harmony Link, please email the Harmony customer care team.
 
Regards,
 
Logitech Harmony Team

This isn’t just a matter of no longer supporting an old product (and it’s not that old, anyway – it was still sold directly 2 years ago and old retail stock has been sold until a few months ago). It’s a matter of actively disabling all instances of a product from afar, world-wide.

That’s right, Logitech has demonstrated the (destructive) power of the cloud by using it to remotely kill your perfectly functional device. If it’s out of warranty, send Logitech more money for a newer one. No guarantees on how long it will be before the replacement gets the remote kill-switch treatment.

As you might expect, customers weren’t overjoyed at being treated in this way. Threads popped up on the Logitech forums (where the words “class action lawsuit” were auto-censored), Reddit, Twitter, and as comments on various IT news sites that reported on Logitech’s move.

The supposed reason for Logitech’s decision seemed to make no sense:

We made the business decision to end the support and services of the Harmony Link when the encryption certificate expires in the spring of 2018 – we would be acting irresponsibly by continuing the service knowing its potential/future vulnerability. Our system shows this product, which was last sold by Logitech in fall of 2015, had a small active user base.

Such certificates are commonly purchased and renewed by hardware and software companies for relatively tiny amounts of money. It would have cost Logitech less to renew a certificate than it would to have someone write the explanation about why they weren’t doing it. Very odd. As a business decision, it sucks. It also exposes Logitech management as utterly out of touch with the reality in which their customers live.

In a reaction that should have come as a surprise to nobody (but apparently did to Logitech), pretty much everybody gave the company a major roasting. Many people pointed out that such a move would be considered illegal in their countries (including mine), or at best (for Logitech) it would entitle the customer to a full refund from the retailer. Many people promised to never buy anything from Logitech in particular, and any device capable of being remote-bricked in general.

Once it became apparent that this was a major PR disaster, Logitech did a belated partial U-turn and extended the offer of a free replacement to customers with units that were out of warranty.

“I made a mistake,” head of Logitech Harmony Rory Dooley explains to Wired. “Mea culpa. We’re going to do right by our customers, and do the right thing.”

This reminds me of those politicians who get caught out misusing expenses who then say sorry and offer to pay back the ill-gotten gains, as if that’s enough to get them off the hook. Nope. Too little, too late.

Logitech, you just destroyed a whole bunch of customer trust. How valuable is that to you? How much is it going to cost you in sales? How much will it cost you in marketing to try to regain it? It stands to be a fair bit more than the cost of updating a certificate, I would guess. And you’re still bricking a whole bunch of perfectly functional devices. How is that environmentally responsible?

The idea of any product that can be remote-disabled or even reduced in functionality by anybody should be anathema to all of us. Any product. Not just gadgets. (How’s your internet-reliant juicer going? Oops.) Oven, garage door, fridge, car (Tesla can do this), hardware, firmware, software. Yes, software.

This, ladies and gentlemen, is why we don’t do CAD in the cloud. I’ve explained years ago how cloudy CAD adds multiple points of failure. I’m still not wrong about that. One of those additional points of failure is when the vendor decides to stop offering the service. And, of course, the same applies to subscription software, even when it’s not cloudy. The vendor loses interest and you’re left high and dry.

Don’t think it won’t happen. It happens repeatedly and will continue to happen. Don’t be a victim when it does.

Too soon? Autodesk cancels 30% subscription price increase

29 Replies

Autodesk had announced plans to increase some subscription prices by 30% on 7 November 2017. Resellers have already passed that information on to customers. Here’s the detail of what was going to happen:

Three Important Changes to Subscriptions with Multi-User Access

Autodesk is increasing prices on subscriptions with multi-user access to reflect the value and flexibility that sharing licenses provides our customers. As part of this change, we will stop selling new subscriptions with multi-user access for select products.

Beginning November 7, 2017:

  • Prices for new and renewing subscriptions with multi-user access for most individual products are increasing by ~17-19%.
  • Price for customers to switch from a maintenance plan to an industry collection with multi-user access will increase by ~30%.
  • New subscriptions with multi-user access will no longer be sold for Revit, Inventor Professional, and Navisworks Manage

This was basically an attack on multi-user (network) licensed subscription customers. It’s not obvious what Autodesk has against such customers. On the one hand, Autodesk states that sharing licenses provides customers with value and flexibility. On the other, it states that it’s going to stop selling such useful licenses! You might think that such cooperative customers would be spared the worst of what Autodesk has in mind, but apparently not.

Well, now they will be spared. For now, at least. The 30% increase is being cancelled (confirmation from Autodesk’s Felice S can be found here). I’ve asked for clarification on whether the other measures are also being canned.

Edit: Felice has confirmed that only the 30% element of the announcement has been cancelled and the other measures are going ahead.

It’s unclear why Autodesk would announce such increases at this stage. It’s obvious that Autodesk intends to rack up subscription prices hugely at some point in the future, but it struck me as unwise for Autodesk to show its hand this early. We know the prices are going to shoot up, not only because it’s obvious to anyone capable of joining the dots, but also because Autodesk has already done the rack-up-the-prices thing with multi-million increases for angry but trapped Enterprise Agreement subscription customers.

Unfortunately, most Autodesk customers aren’t aware of what has happened to Enterprise Agreement customers. Even among those who do, there are some trusting souls who would discard their valuable permanent licenses to maybe save a few short-term bucks in the vain hope that Autodesk won’t later impose massive price increases on them, too. I’m not sure what would give anyone reason to believe that, but I have seen people express such a view. What the 30% increase did was to destroy such a charmingly optimistic belief.

That’s why the price rise decision has been reversed. Autodesk might state that this flip-flop shows that it is responsive to customer feedback, but that would be bullshit. Although it was hardly a popular move, there has been relatively little angst about this. The 5%/10%/20% maintenance price increases have attracted far more public criticism. There’s no sign of those increases being reversed, so Autodesk, please don’t come the “we’re listening to our customers” crap. If you listened to your customers, you’d still be selling perpetual licenses.

No, this increase has been reversed because it became obvious (thanks to feedback from resellers, not customers) that it was badly mistimed. It gave the game away too soon.

Too late! We noticed.

It’s probably more accurate to call this a postponement rather than a cancellation. Autodesk will impose ~30% price increases on its subscription users just as soon as it thinks it can get away with it. And 30% will be just the start. It’s not a matter of if, it’s a matter of when, how much and how often.

We have also learned that multi-user (network) licenses are distinctly unpopular with someone very important at Autodesk. Why? Because they’re useful to customers! What a bizarre anti-customer culture there must be within parts of Autodesk for somebody to even think this way, let alone communicate it externally.

To sum up, here are the lessons from this episode:

  • If you sign up for Autodesk subscription, you’re going to get screwed. Hard.
  • The writing is on the wall for network licenses. If your business finds them invaluable, you’re also going to get screwed.

Don’t say you weren’t warned.

When spambots get it wrong

6 Replies

I’ve posted before about the amusement that can be had at the expense of the clueless spammers who set up their bots with poorly written strings. Thanks to the various anti-spam tools now protecting this blog, there are few comments appearing in my spam folder. There was one today though, and the cluelessness reached new heights. The dolt writing the spambot was too dumb to set it up correctly to spew out a series of inane generic comments from a list, but instead put the whole lot of the comment strings in a single self-contradictory comment!

Here it is in all its glory:

I’m extremely pleased to discover this website. I want to to thank you for your time due to this fantastic read!! I definitely savored every little bit of it and I have you bookmarked to look at new stuff in your blog.
 
May I simply say what a comfort to discover someone that actually understands what they are discussing on the net. You definitely know how to bring a problem to light and make it important.
 
A lot more people need to check this out and understand this side of the story. I was surprised you aren’t more popular because you most certainly possess the gift.
 
Excellent article. I definitely appreciate this site. Thanks!
 
It’s difficult to find experienced people about this topic, however, you sound like you know what you’re talking about!
 
Thanks
 
You should take part in a contest for one of the most useful sites on the web. I will highly recommend this site!
 
A fascinating discussion is worth comment. I think that you ought to publish more on this topic, it might not be a taboo matter but generally folks don’t speak about these topics.
 
To the next! Kind regards!!
 
Hi there! I simply want to give you a huge thumbs up for your great info you’ve got here on this post. I’ll be coming back to your web site for more soon.
 
After I originally left a comment I appear to have clicked on the -Notify me when new comments are added- checkbox and from now on each time a comment is added I get 4 emails with the exact same comment. Perhaps there is a way you are able to remove me from that service? Many thanks!
 
The very next time I read a blog, I hope that it doesn’t disappoint me as much as this one. I mean, I know it was my choice to read, but I genuinely thought you’d have something helpful to say. All I hear is a bunch of whining about something you could possibly fix if you weren’t too busy searching for attention.
 
Spot on with this write-up, I absolutely think this site needs a great deal more attention. I’ll probably be returning to see more, thanks for the information!
 
You’re so awesome! I don’t suppose I have read something like that before. So good to find somebody with some genuine thoughts on this issue. Really.. thanks for starting this up. This website is something that’s needed on the web, someone with a bit of originality!
 
I love reading through a post that can make men and women think. Also, thanks for permitting me to comment!
 
This is the perfect site for anyone who hopes to find out about this topic.
 
You realize so much its almost tough to argue with you (not that I personally would want to…HaHa). You certainly put a fresh spin on a subject that’s been discussed for ages. Great stuff, just excellent!
 
Aw, this was an exceptionally good post. Finding the time and actual effort to produce a great article… but what can I say… I put things off a whole lot and don’t manage to get nearly anything done.
 
I’m impressed, I have to admit. Seldom do I encounter a blog that’s both educative and engaging, and let me tell you, you have hit the nail on the head. The problem is something too few men and women are speaking intelligently about. I am very happy I came across this in my search for something relating to this.
 
Oh my goodness! Awesome article dude! Thanks, However I am having troubles with your RSS. I don’t understand why I am unable to join it. Is there anybody else getting identical RSS issues? Anybody who knows the solution will you kindly respond?
 
Thanks!!
 
An outstanding share! I have just forwarded this onto a colleague who was conducting a little research on this. And he in fact bought me lunch simply because I stumbled upon it for him…lol. So let me reword this…. Thanks for the meal!! But yeah, thanks for spending some time to talk about this issue here on your blog.
 
After looking into a handful of the articles on your website, I really appreciate your technique of blogging.
 
I added it to my bookmark webpage list and will be checking back in the near future. Please visit my web site as well and tell me your opinion.
 
This website really has all the information I needed about this subject and didn’t know who to ask.
 
There is definately a great deal to find out about this subject. I like all of the points you have made.
 
You have made some decent points there. I looked on the net for additional information about the issue and found most individuals will go along with your views on this site.
 
Good post. I learn something new and challenging on websites I stumbleupon on a daily basis.
 
It will always be exciting to read through content from other authors and practice a little something from their web sites.
 
I blog frequently and I seriously thank you for your content. Your article has really peaked my interest. I’m going to bookmark your website and keep checking for new information about once per week. I subscribed to your RSS feed as well.
 
Pretty! This has been an incredibly wonderful post. Many thanks for providing these details.
 
Greetings! Very helpful advice within this post! It’s the little changes that will make the biggest changes. Thanks a lot for sharing!
 
Hi there! This blog post couldn’t be written any better! Looking at this article reminds me of my previous roommate! He constantly kept talking about this. I most certainly will send this post to him. Fairly certain he’ll have a great read. I appreciate you for sharing!
 
Hi, There’s no doubt that your website might be having internet browser compatibility issues.
 
Whenever I look at your blog in Safari, it looks fine however, if opening in I.E., it’s got some overlapping issues. I merely wanted to give you a quick heads up! Apart from that, fantastic site!
 
Having read this I believed it was really informative. I appreciate you finding the time and effort to put this content together. I once again find myself personally spending a lot of time both reading and leaving comments. But so what, it was still worth it!
 
Hello! I could have sworn I’ve visited this blog before but after looking at a few of the articles I realized it’s new to me. Regardless, I’m certainly pleased I came across it and I’ll be book-marking it and checking back regularly!
 
I needed to thank you for this good read!! I definitely enjoyed every bit of it. I have you book marked to check out new things you post…
 
Hi, I do believe this is a great blog. I stumbledupon it I’m going to come back yet again since i have bookmarked it. Money and freedom is the best way to change, may you be rich and continue to help other people.
 
Your style is really unique in comparison to other folks I’ve read stuff from. Thank you for posting when you’ve got the opportunity, Guess I will just book mark this page.
 
I was able to find good advice from your articles.
 
Excellent post! We will be linking to this great content on our website. Keep up the good writing.
 
This is a very good tip particularly to those fresh to the blogosphere. Brief but very precise info… Many thanks for sharing this one. A must read article!
 
I couldn’t refrain from commenting. Perfectly written!
 
Saved as a favorite, I really like your web site!
 
Very good post. I’m dealing with some of these issues as well..
 
Way cool! Some very valid points! I appreciate you penning this write-up and also the rest of the site is extremely good.
 
Great site you have here.. It’s difficult to find good quality writing like yours these days. I honestly appreciate people like you! Take care!!
 
This is a topic which is close to my heart… Take care! Exactly where are your contact details though?
 
I truly love your blog.. Great colors & theme. Did you build this web site yourself?
 
Please reply back as I’m looking to create my very own site and would love to find out where you got this from or just what the theme is named. Kudos!
 
Everyone loves it when folks get together and share opinions. Great blog, stick with it!
 
Great info. Lucky me I ran across your site by accident (stumbleupon). I’ve book marked it for later!
 
This site was… how do I say it? Relevant!! Finally I have found something which helped me. Thanks a lot!
 
Everything is very open with a clear description of the challenges. It was truly informative. Your site is very helpful. Thanks for sharing!
 
I’d like to thank you for the efforts you have put in writing this site. I’m hoping to view the same high-grade content by you in the future as well. In fact, your creative writing abilities has inspired me to get my very own website now

CAD-related Twitter exchange of the year

Leave a reply

In a Twitter post (now deleted), the AutoCAD twitter account asks us to submit our feature ideas for AutoCAD, and links to the Autodesk Ideas Page:

Just one problem. As R.K. McSwain points out in his reply, the Ideas Page has no section for AutoCAD. There should be one, and should have been one for years, but there isn’t. That tells you all you need to know about how the level of concern Autodesk has about AutoCAD’s future development.

Here’s the exchange in all its glory:

Oops.

Autodesk resellers also appear dissatisfied with Autodesk

3 Replies

I have closed the three satisfaction rating polls I started a couple of months ago and have reported the results individually. This is the final post on this set of polls.

The usual caveats about online polls apply. Please note that for most of the poll respondents, I have no way of knowing if they really are/were resellers. Whoever they are, it would appear that the sentiment is global; over ten countries are represented in the voting logs.

Although this poll appears to indicate that Autodesk is even less popular with its resellers than it is with its customers, the difference is not statistically significant. Also bear in mind that the number of respondents is smaller here than in the related polls. That should be expected, but accuracy is suspect with numbers this small.

With that in mind, here’s how the averages look. The mean rating is 2.55, the median is 1 and the mode is 0. Very dissatisfied respondents outnumber very satisfied ones by nearly eleven to one.

If this result has any validity, it’s an indictment on Autodesk’s relationship with its most important business partners.

Why would resellers be unhappy? Well, Autodesk is gradually eating up their market share by selling direct in bigger and bigger numbers. Resellers have had to act as the meat in the sandwich as Autodesk’s policies get more and more aggressively anti-customer. Trying to sell expensive rental software to smart people with calculators can’t be easy, especially if your heart’s not in it. If you’re a reseller that has worked hard over decades to build up a great relationship with your customers and Autodesk has damaged that relationship (in some cases beyond repair), you’re probably not pleased about that, either. And if you’re a reseller that has lost half its income over the last few years and has had to lay people off, you’re unlikely to rate Autodesk highly for satisfaction.

Is that what’s happening?

Feel free to comment here if you wish to discuss any aspect of this. Resellers in particular are welcome to expand on the reasons for their dissatisfaction, or to offer a counterpoint. Are you a happy Autodesk reseller? Or a customer that has had a candid discussion with your reseller on the state of play? Let’s hear from you. You don’t have to identify yourself accurately unless you want to and I will of course respect your privacy.