Inside Support

Harlan Brumm

Autodesk

Welcome!

Harlan BrummAutodesk, 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

Intermittent

Problems

Elements of a Support Desk

Find it

Share it

Teach to understand

So Speaking of Revit…

1. Did this issue recently occur?

2. Are all users seeing the same behavior?

3. Is Revit on latest build?

4. Same results with Hardware Acceleration on \ off?

5. Display driver updated/certified list?

some initial steps

but First, get it installed…

• 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

things we know can happen During Install – Hint, they are in the README!

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:\

• 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

Stuff to look at whenCustom Revit.ini does not copy when the client machine is not bound to the domain

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.

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

So you got it installed…and its working

Now what?

1. Create a new view

2. Cut and Paste geometry to same place

3. Cut and Paste geometry to new project

4. Apply a view template (new workflow for 2013)

5. Check for large coordinates outside 20 mile “box”

6. Save a project copy with worksets disabled

7. Check View Properties:

A. View Range

B. Discipline

C. Detail Level

D. Scale

E. Visibility / Graphic Overrides

when your views aren’t right

1. New Local File daily

2. Consistent network locations \ mapped drives

3. Consistent workset naming convention

4. Each user has unique username

5. Set synchronization intervals for project teams

to working well with others…

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…

Questions?

Harlan Brumm Autodesk