Troubleshooting

Learn debugging techniques to resolve common problems when installing Alias software and licenses.

Online help and support information

PDF help manuals

Adobe Acrobat PDF files of the manuals and this Installation Guide can be found at the top level of the software DVD.

Additional resources

For information about Alias issues, see the Autodesk Web site: http://www.autodesk.com. Click the Services & Support tab and choose your product name from the drop-down list of supported products. The Autodesk Support organization provides you with prompt and professional technical support when you need it.
For the latest hardware qualification charts, see http://www.autodesk.com/qual-charts.
For information about various Windows issues, see the Web site http://www.microsoft.com
For details on graphics and performance issues, check the Web site of your graphics card manufacturer.
Bookstores provide an array of helpful books on Windows for various types of users and administrators.

How to contact Global Support Services

If you still cannot resolve the problem, contact Autodesk Technical Support.

ImportantTo receive support from Autodesk Technical Support you must have a valid Platinum Membership Contract and Customer Location Code.

NORTH AMERICAN SUPPORT CENTER

The North American Support Center provides support for different geographic areas.

Americas

United States, Canada, Central and South America

Hours of Availability

Weekdays: 3 AM - 10 PM EST

Weekends: 6 AM - 6 PM EST

Contact Numbers

U.S.A. and Canada, Toll-free: 1-877-927-7478

Elsewhere in the Americas: 1-416-362-8670

Platinum members login on the technical support website for additional options.

Europe, The Middle East, Africa, Australia and New Zealand

The North American Support Center also supports Europe, The Middle East, Africa, Australia and New Zealand.

Hours of Availability

Weekdays: 9 AM - 4 AM CET

Weekends: 12 PM - 12 AM CET*

Note*Installation/Licensing Support only

Contact Numbers

Australia, Toll-free: 00 11 800 8708 7087

France, Toll-free: 00 800 8708 7087

Germany, Toll-free: 00 800 8708 7087

Italy, Toll-free: 00 800 8708 7087

New Zealand, Toll-free: 00 800 8708 7087

United Kingdom, Toll-free: 00 800 8708 7087

All other European countries, see http://www.autodesk.com/services.

Platinum Options

Platinum members login for additional options.

ASIA PACIFIC SUPPORT CENTER

Please contact your local reseller for support.

http://www.autodesk.com/reseller

What information is helpful to send to Global Support Services

Before calling for Customer Support save examples of the following:

Gather your system information:
On Windows
- Choose Start > Run, type winmsd, and press Enter to open the System Information window.
- Click on the System Summary to view information about your version and memory.
- Click on Components and then Display to view information about your monitor.
- Click on Storage and then Drives, to view information about your disk space available.
- Save the contents of the above pages.
- To save on Windows XP Professional, choose File > Export > text file.
On the Mac

Do one of the following:
- From the Apple menu, select About This Mac and click the More Info button.Double-click the Apple System Profiler application (Applications > Utilities).
Apple System Profiler provides information about your computer, operating system, disks, and applications.
Screen captures of error messages

Click on the button on the keyboard called Print Screen/SysRq
launch the application called Paint
- Start > Programs > Accessories > Paint
- choose the Edit > Paste

Refer to http://www.autodesk.com/qual-charts to confirm if your graphic card is qualified.

Licensing troubleshooting

Brief description	Question	Solution
Run two copies of Alias	Q. Can I run two copies of Alias at the same time on the same machine?	A. Yes. If your computer gets its Alias license from a license server, it uses only one license even if you run multiple copies of Alias on the same machine. Note that on Mac OS, to run two copies of Alias at the same time, use AppLaunch in the Alias2011 directory to start Alias.
Kill Alias	Q. How do I kill the Alias program when I can’t exit?	A. The Windows Task Manager lets you kill a task that for some reason no longer responds to your commands. To display the Task Manager, press the + + keys. On Mac OS, use Force Quit Application to kill a task. To display Force Quit Application, press the Command + Option + Q + Esc keys. If possible, do not quit Alias in this way, because you are likely to lose some of your work. Instead, click File > Exit.
Version info	Q. How do I find out which version of Alias I have?	A. In Alias, click Help > About Alias; or on your Windows desktop, right-click on the icon and choose Properties.
Start time	Q. How long does it take Alias to start?	A. This depends on the speed of your computer. In any case, Alias should start within ten seconds.
Operating Systems	Q. Can I run Alias for Windows on Windows 95, Windows 98, or Windows 2000?	A. No. Refer to http://www.autodesk.com/qual-charts to determine which operating systems are qualified to run Alias.
Pathnames	Q. How do I specify pathnames?	A. Windows does not distinguish between uppercase and lowercase letters in file and directory names. It also uses back slashes (\) as path separators.However, in many cases Alias for Windows allows forward slashes and translates them for Windows. Alias for Mac OS X uses forward slashes as path separators.

Topics in this section