Issue:
You need to create a support case with IMAGINiT for assistance with your Autodesk products and you want to provide the necessary information to allow for the most efficient response and resolution possible. However, you’re not sure what type of information is important when creating a case
Causes:
We often get cases created with little to no useful information provided, such “Help” or “Cad doesn’t work,” etc. While we understand that these short descriptions are often due to frustration with the software or the situation, they don’t provide the information needed to effectively resolve the problem.
Solution:
When creating a case, please see the list below for guidance on the type of information that will help our support team provide you with the most efficient and effective support possible. Please note, you may not always have all the information listed below, but providing as much information as possible goes a long way towards expediting a solution to the problem.
1. MOST IMPORTANT - Provide your preferred contact information (Name, email, and phone number) We can’t help you if we can’t reach you. Don’t assume that we have your information or that it has been updated with any changes that may have occurred
2. Which software are you requesting assistance with? (Vault, Inventor, Revit, ACC, AutoCAD – Mechanical, Electrical, Architecture, etc.) Our support technicians have various areas of expertise and indicating which software you need assistance with will help us get you connected with the best resource as quickly as possible.
3. Which version of the software are you requesting assistance with? (i.e., 2026, 2025, etc.) Letting us know which version can expedite a solution since some issues are release specific. At minimum, this information can help narrow the troubleshooting scope.
4. How many users are affected by the issue? The focus of troubleshooting changes depending on whether a problem is isolated or widespread
5. Provide Log files if available/applicable. See below for some common log file locations –
a. Vault Logs - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Location-of-Log-files-generated-by-Autodesk-Vault-Server.html
b. Installation Logs - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Location-of-the-log-files-generated-by-the-installation-of-an-Autodesk-product.html
c. Revit Live Logs, Journal Files, and Sever Logs –
i. https://www.autodesk.com/support/technical/article/caas/tsarticles/ts/5AqlMy0v125rySq8Ep1HS5.html
d. Autodesk Licensing Logs - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/How-to-collect-Autodesk-Desktop-Licensing-Service-log-files-for-troubleshooting.html
6. Screen captures of errors – If possible, include a screen capture of the error or errors. This saves you from trying to remember the error or explain what the message said. Some error messages will have the option to show additional details, so be sure to expand those to capture as much information as possible.
7. Steps you’ve already tried before creating the case – If you’ve tried any troubleshooting steps already or worked through an Autodesk AKN article(s) include what you’ve tried so we can avoid unnecessary redundancy.
Our team is always happy to help however we can, and the more quality information you are able to provide us with up front, the better able we will be to assist you.
When you need to create a support case with our team, send your request along with the information listed about to support@rand.com to have a case automatically created for you and to get you in the queue to work with one of our team members.
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