Autodesk Error Reporting (CER)

Autodesk Support

Oct 8, 2023

Products and versions covered

Issue:

Autodesk software products are known for their high quality, but even the best software can encounter issues that may occasionally cause an application to close unexpectedly. When an error occurs that causes the software to stop functioning, Autodesk's Customer Error Reporting (CER) makes it easy to send the details to aid Autodesk for analysis or troubleshooting.

Solution:

Error Report Workflow Diagram

This diagram provides an overview of how CER works:

Branding.jpg

How Error Reporting works

The CER dialog box appears whenever an Autodesk product closes unexpectedly. If you choose to send an error report to Autodesk, the error report feature records the portion of program that was in use when the error occurred, the recent command history, and basic system information. In addition, you can include your email address and a step-by-step description in the report. The error report is sent to Autodesk over a secure internet connection.

When Autodesk receives error reports, automated systems sort the reports so that Autodesk developers can review them. Reports are then analyzed and errors are prioritized based on their severity and the number of customers affected by a problem.

Once a software error is believed to be fixed, it is included in either a future maintenance update or the next release of the product. Autodesk also notifies those customers who initially reported the error and included their email address in the error report.


Why does Autodesk ask for my email address?

Your email address is used by Autodesk to notify you if your error is resolved in a maintenance update. For software errors that require further information, software developers may need to collect additional information from you about your system. Including your email in the error report also provides contact information for Autodesk to request additional information if needed, and to aid in a troubleshooting support request. The Autodesk Privacy Policy explains how Autodesk treats your information.


What information is collected?

The CER feature collects and sends the following information as part of the error reporting process:

  • Operating system name and version.
  • Autodesk product name, version, and serial number.
  • Graphics configuration driver name and version.
  • List of applications loaded when an error occurs.
  • List of recent Autodesk commands.
  • Portion of Autodesk program in memory when an error occurs.

In addition to the above information, it will include the following optional information:

  • Email address, if provided by the customer in the Error Report dialog window.
  • Step-by-step description of the error, if provided by the customer in the Error Report dialog window.
  • Computer name, if enabled with the Deployment wizard or the CAD Manager Control utility.


How data is transmitted and stored

When a CER is sent to Autodesk, it is sent in an encrypted form over the internet. When Autodesk receives the information, security technologies and procedures protect your personal information from unauthorized access, use, or disclosure.

The URL used to submit a crash report is https://errorreport.autodesk.com/errorreportreceiver.
The port of the service is 443 (HTTPS).

Note: If your personal and confidential information is in the system memory when the software error occurs, it may be sent to Autodesk with the error report. If you have read the Autodesk privacy policy and you still have concerns about personal or confidential information being sent to Autodesk, please do not send the error report.

 

Products:

All Desktop Products;

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