Collecting and sending diagnostic data to Autodesk Technical Support for Revit issues

Autodesk Support

Oct 4, 2024

Products and versions covered

Issue:

How to collect and send diagnostic data regarding Revit issues to Autodesk Technical Support

Solution:

For issues that can be reproduced:

  1. Close all Revit sessions on your computer.
  2. Reopen one Revit session.
  3. Reproduce the issue.
    1. Note down the steps to reproduce (what view to open, actions to take, and so on).
    2. Where possible get a screenshot, or the exact text of any error messages received (in some cases you can copy the text from an error dialog with the Ctrl + C keyboard shortcut).
  4. Close Revit.
  5. Download the Collector utility attached to this knowledge article and save it locally on the machine which you are experiencing the issue.
  6. Unzip the downloaded file.
  7. Read the short Readme file and run the collector.
  8. Add the collected data, the affected Revit project, steps to reproduce, and any screenshots or error text to your Technical Support case with Autodesk.

For issues that cannot be reproduced:

  1. Where possible get a screenshot, or the exact text of any error messages received. 
  2. Note the time when the issue has most recently occurred.
  3. Download the Collector utility attached to this knowledge article and save it locally on the machine which you are experiencing the issue.
  4. Unzip the downloaded file.
  5. Read the short Readme file and run the collector.
  6. Add the collected data, the affected Revit project to your Technical Support case with Autodesk.

Important! Run the utility on same Windows User account which was working in Revit and encountering the issue.

Notes: 

  • For Revit Server, run the utility on the workstation and server (including Host and Accelerator where applicable).
  • The Collector Utility was written for troubleshooting Revit issues, but also collects other diagnostic data. For more details on the data collected, review the Readme.txt. 

Attachments:

Collector_Utility_V1.zip;

Products:

Revit Product Family;

Versions:

2020; 2021; 2022; 2024; 2023;

Was this information helpful?

Need help? Ask the Autodesk Assistant!

The Assistant can help you find answers or contact an agent.

Ask the Assistant

What level of support do you have?

Different subscription plans provide distinct categories of support. Find out the level of support for your plan.

View levels of support