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Autodesk Support
Mar 28, 2023
The Autodesk Licensing Support Tool is a cross-platform standalone command line-based and UI-based application that offers CLMv2 and CLMv1 component visibility and configuration. This tool simplifies the process of retrieving information that are often obscure or difficult to locate such as licensing component versions and registered Autodesk products. Furthermore, this tool aids in the debugging process by easing the configuration of log levels as well as collecting and zipping relevant log files to a desired location (log level and log file collections is for CLMv2 only).
Overall, the Autodesk Licensing Support Tool is designed to allow Autodesk internal development and support teams to query and retrieve debugging related information and files efficiently.
In this release, the support tool configuration is updated to support the latest version of Autodesk products and internal components:
The list of products, logs that are collected, and URLs that are checked can now be easily updated via an automatically downloaded configuration file posted by Autodesk Licensing Support Tool team.
Download and unzip AdskLicensingSupportTool 2.4.0.1019 for your machine platform. All applications are signed with Autodesk certificates.
x86_64: Download
ARM64: not supported
For macOS 12 Monterey and later: Download
For macOS 11 Big Sur and earlier, use older version 2.3.0.692: Download
Two files are needed to validate the GPG signature:
Then run the following commands to de-armor the public key file to .asc.gpg format. Then using the public key, verify the detached signature file is correct for the .tar.gz file.
$ gpg --dearmor --yes AdskLicensingSupportTool-Public.asc
$ gpgv --keyring ./AdskLicensingSupportTool-Public.asc.gpg ./AdskLicensingSupportTool-2.4.0.1019-linux.tar.gz.sig ./AdskLicensingSupportTool-2.4.0.1019-linux.tar.gz
gpgv: Signature made Fri Mar 22 13:46:27 2024 PDT
gpgv: using RSA key A5F384B3129A9293AEB55D841C916B04327435BB
gpgv: Good signature from "Autodesk Inc. <noreply@autodesk.com>"| Platform | Instruction | |
| Windows |
| |
| Mac |
| |
| Linux | The UI version of the AdskLicensingSupportTool is not available on Linux |
The UI consists of 5 tabs:
Shows a list of installed products, their versions, the current license method and the product key. Allows the user to change the license method of selected products
To change one or more products:
A dialog will pop up letting the user know what products were changed, which were not changed and which were skipped.
The command line actions section below will show the command line parameters to use for those wishing to change the license method using the command line.
NOTE: Pre-Release products cannot have their license methods changed. This is by-design.
Set the following system-wide environment variable:
Use a terminal to set current session environment variable as below.
Remember to use the same terminal window for further operation to inherit environment variables, once you close the terminal/console the shell's variables are removed.
The log collector requires that logs be verbose so that Licensing developers can troubleshoot any issues that a customer may have with licensing. As such a wizard will walk the user through the process of collecting logs.
The wizard will do the following:
Checks that all the necessary URLs required for named-user licensing to operate properly are accessible.
To see a list of URLs that are not accessible from the computer, click on the Check URLs button. After a minute or so a list of URLs will be displayed along with whether or not they are accessible.
Below, is a sample result of clicking the Check URLs button
By default, it will allow you to check URLs used by CLMv2. This method closely matches how CLMv2 would check for connectivity via the proxy server.
If there are issues connecting with the proxy server using the above method, the following environment variables may be used as an alternative to configure the proxy environment.
set HTTP_PROXY=http://<hostname or ip address of proxy server>:<port no>set HTTPS_PROXY=http://<hostname or ip address of proxy server>:<port no> |
Set these environment variables, then restart AdskLicensingSupportTool and check the URLs again by clicking Check URLs button.
More information is documented here.
Deletes the LoginState.xml file in case the user is unable to Sign into Autodesk when launching the Autodesk product
In some cases, users are unable to login to Autodesk to authorize their products. Deleting the LoginState.xml file usually solves the problem.
After clicking on the Reset login state button, the user is asked to shutdown all Autodesk products before continuing.
if successful, the file will be deleted and the following sample messages will be shown
Shows the version of each licensing related component and whether or not the AdskLicensingService is running
| Platform | Instruction |
| Windows |
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| Mac |
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| Linux |
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For Mac/Linux enter "sudo -E AdskLicensingSupportTool [parameter]" if admin privilege is required.
This tool partially supports Clic releases that were made between FY17 and FY19 (CLMv1). It supports resetting LGS via (-r), but it does not collect CLMv1 log files or change the log file verbosity.
3. In the same terminal, use the Support Tool SetVerboseLogging command to configure verbose logging for AdskLicensing service and agent.
Note the -E between sudo and ./AdskLicensingSupportTool on mac and linux. This passes the user environment variables to the sudo user so that the Support Tool can correctly capture the SDK log files.
Windows:
AdskLicensingSupportTool.exe --setverboselogging
Mac:
sudo -E ./AdskLicensingSupportTool.app/Contents/MacOS/AdskLicensingSupportTool -
Linux:
sudo -E ./AdskLicensingSupportTool --setverboselogging
4. If the issue can be reproduced with simple steps, please stop the service, remove the existing agent log, service log files, then start the service again.
Service and Agent Log File locations
Windows:
Mac:
Linux:
Engaging in this practice of deleting log files reduces the log file size to a minimum and facilitate easier identification of the issue's location by our DEV team. If the issue is time-consuming or difficult to reproduce, this step may be skipped, but then please provide a comment with the timestamp for when the issue occurred.
5. In the same terminal, launch the product and reproduce the issue
For Mac: In the same terminal window where the environment variables were set, launch the product: e.g
/Applications/Autodesk/AutoCAD\ 2022/AutoCAD\ 2022.app/Contents/MacOS/AutoCAD &
Note: & at the end so that it would run as a background process
6. In the same terminal, use the Support Tool GetLogs command to collect the logs into a single zip file
Windows:
AdskLicensingSupportTool.exe --getlogs
NOTE: For Mac/Linux, run this command without sudo. If that fails, then use "sudo -E".
Mac:
./AdskLicensingSupportTool.app/Contents/MacOS/AdskLicensingSupportTool --getlogs
Linux:
./AdskLicensingSupportTool --getlogs
The tool will report whether or not the log files are verbose after collecting them.
Note the info-and-logs.zip file location resulting from this step.
Windows:
AdskLicensingSupportTool.exe --setdefaultlogging
Mac:
sudo -E ./AdskLicensingSupportTool.app/Contents/MacOS/AdskLicensingSupportTool -
Linux:
sudo -E ./AdskLicensingSupportTool --setdefaultlogging
NOTE:
For Mac/Linux, after running command then close terminal to remove environment variables.
| Parameter | Example | Usage | Requires admin privilege? | |
-h or --help | AdskLicensingSupportTool.exe --help | To view the help message and a list of supported parameters | no | |
|
| AdskLicensingSupportTool.exe --info | To view component versions and registered Autodesk products | no | |
-l [DIR] or --getlogs [DIR] | AdskLicensingSupportTool.exe --getlogs C:\Program Files | To collect and zip log files to [DIR]. If no [DIR] is provided, the zipped folder will be stored in the current working directory.Logs and files that will be collected are: Logs that will be collected for
If [DIR] or current folder does not have write access, the info-and-logs.zip will be stored in the user's temp folder based on OS. Locations are: Windows: C:\users\user\AppData\Local\Temp\AdskLicensingSupportTool Mac/Linux: /tmp/AdskLicensingSupportTool
| no | |
-r or --resetlicensemethod | AdskLicensingSupportTool.exe -r A91L1:User | To change the license method of single/multiple/all registered products to one of the 4 license methods: Network, Standalone, User or None
| yes | |
-sdl or --setdefaultlogging | AdskLicensingSupportTool.exe --setdefaultlogging | To configure log levels to default mode (agent and service log) | yes | |
-svl or --setverboselogging | AdskLicensingSupportTool.exe --setverboselogging | To configure log levels to verbose mode (agent and service log) | yes | |
|
| AdskLicensingSupportTool.exe --checkurls |
Check for inaccessible desktop subscription URLs By default, running "AdskLicensingSupportTool -u" will allow you to check URLs used by CLMv2. This method closely matches how CLMv2 would check for connectivity via the proxy server. If there are issues connecting with the proxy server using the above method, the following environment variables may be used as an alternative to configure the proxy environment.
Just log into your machine and set the environment variables. Then, execute "AdskLicensingSupportTool -u" to see if it goes through the proxy server. More information is documented here. | no | |
-v or --version | AdskLicensingSupportTool.exe --version | To view the current AdskLicensingSupportTool version | no |
Autodesk Licensing Support Tool is subject to the Autodesk Terms of Use ( https://www.autodesk.com/company/terms-of-use/en/general-terms )
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