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Inside Support

Inside Support. Harlan Brumm. Autodesk. Welcome!. Harlan Brumm Autodesk, Inc. @HarlanBrumm blogs.autodesk.com/revitclinic. for the next 60 minutes. Support Methods Elements of a Help desk Revit Tips, Tricks, and Tools. Its not Rocket Science. milk it. divide. conquer. Reproduce it.

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Inside Support

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  1. Inside Support Harlan Brumm Autodesk

  2. Welcome! Harlan Brumm Autodesk, Inc. @HarlanBrumm blogs.autodesk.com/revitclinic

  3. for the next 60 minutes • Support Methods • Elements of a Help desk • Revit Tips, Tricks, and Tools

  4. Its not Rocket Science

  5. milk it

  6. divide conquer

  7. Reproduce it

  8. Intermittent Problems

  9. Elements of a Support Desk

  10. Find it

  11. Share it

  12. Teach to understand

  13. So Speaking of Revit…

  14. some initial steps • Did this issue recently occur? • Are all users seeing the same behavior? • Is Revit on latest build? • Same results with Hardware Acceleration on \ off? • Display driver updated/certified list?

  15. but First, get it installed…

  16. things we know can happen During Install – Hint, they are in the README! • Install or Uninstall may fail if content is on a shared network location using a mapped drive • Custom Revit.ini does not copy when the client machine is not bound to the domain • Custom Revit.ini does not copy when the client machine because the user is logged in as local user not a domain user • Custom Revit.ini does not copy if the EVERYONE group is not in the deployment share permissions • Adding an folder under the Program folder using Additional Files causes deployment to fail • DirectX Installation Using SCCM fails on XP • VC++ Runtime Installation Using SCCM Forces Reboot

  17. What to look at whenInstall or Uninstall may fail if content is on a shared network location using a mapped drive From the Autodesk Revit Install.log • MSI (s) (DC:A0) [18:23:43:155]: Product: Revit Architecture 2012 - - Error 1327.Invalid Drive: J:\

  18. Stuff to look at whenCustom Revit.ini does not copy when the client machine is not bound to the domain • From the RevitCustom.log • Failed to copy \\manbsdsrv03\DeployD\hubbard\2013\RVT\64-bit\AdminImage\CustomSettings\\CustomINI_Revit.ini to C:\ProgramData\Autodesk\RVT 2013\UserDataCache\Revit.ini, ErrorCode: 5

  19. more stuff to look atCustom Revit.ini does not copy when the client machine because the user is logged in as local user not a domain user • From the RevitCustom.log • Failed to copy \\manbsdsrv03\DeployD\hubbard\2013\RVT\64-bit\AdminImage\CustomSettings\\CustomINI_Revit.ini to C:\ProgramData\Autodesk\RVT 2013\UserDataCache\Revit.ini, ErrorCode: 1808.

  20. Okay, last oneAdding an folder under the Program folder using Additional Files • From the Autodesk Revit Install (en-us).log • MSI (s) (2C:60) [11:25:00:301]: Product: Revit 2013 Language Pack - English -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2705. The arguments are: Directory

  21. So you got it installed…and its working Now what?

  22. when your views aren’t right • Create a new view • Cut and Paste geometry to same place • Cut and Paste geometry to new project • Apply a view template (new workflow for 2013) • Check for large coordinates outside 20 mile “box” • Save a project copy with worksets disabled • Check View Properties: • View Range • Discipline • Detail Level • Scale • Visibility / Graphic Overrides

  23. to working well with others… • New Local File daily • Consistent network locations \ mapped drives • Consistent workset naming convention • Each user has unique username • Set synchronization intervals for project teams

  24. Tools • Notepad++ - http://notepad-plus-plus.org/ • TeraCopy - http://www.codesector.com/teracopy.php​ • Windows 7 Problem Steps recorder (Cntrl-R “psr”) • Process Monitor - http://technet.microsoft.com/en-us/sysinternals/bb896645 • Autodesk RSS Generator: http://usa.autodesk.com/adsk/servlet/index?id=9813092&siteID=123112​ • Journal file Parser http://revitclinic.typepad.com/my_weblog/2011/11/journal-file-parser.html • Learn some vbscript…

  25. Harlan Brumm Autodesk

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