Last week, I had troubleshoot inquiry from my company customer (I work for an AutoCAD reseller) After he’s doing some system upgrades, then suddenly his AutoCAD always freeze when he tried to create a new file, or using save as command. He use AutoCAD LT 2008. He’s been using it for 2 years without a problem.
Well, I think this is pretty simple, if after doing some changes to your system you have a problem, then it must be something with it that cause this problem. I try to get as many information as I can from him, but he refuses and ask me to come and see what’s wrong with his computer.
Well, think about it. I know it’s not a problem with AutoCAD at all. Of course your AutoCAD freeze, but something else cause it. I’m trying to help him to solve his problem, but he refuse and acting like I’m doing something wrong. I’m trying to hold this request as long as I can, and in fact I’m kinda busy last week. I send him email request asking as many details as he can provide. And tell him, I will come next week, and I need he to do something for me to analyze his problem from my office.
I ask him to try to collect all error messages he see, capture it, and send it to me. I also tell him to send CER whenever it crash. He said, it’s simply freeze and he don’t see anything. Only ‘not responding’ on his title bar.
Next, I ask him to try find out if this a machine specific or not. He said he can’t even create a new file, so I’m pretty sure this is not a file specific. He said that when he installed it on other machine as trial, no difference. The error still occur. AutoCAD still freeze. Now I’m very sure they installed or set something that cause this. I keep digging.
Finally I found out that they’ve just installed Norton 360. I don’t know why they don’t want to say it at the first place. I think it’s very easy to draw a conclusion: he installed Norton 360, then the problem begins. I don’t know why he quickly jump to conclusion: It’s AutoCAD sins! Maybe because he don’t know what his IT guy have done to his PC. Or maybe he tried to get support from Symantec reseller and don’t get one. The bottom line is, Norton 360 run on the background, and what he need (AutoCAD) can’t run.
I did a quick search in Autodesk knowledge base page, and found this issue. He simply need to install a Symantec hotfix, then everything back to normal. It takes 4 days to track this problem! 4 days for troubleshooting something that can be very simple. I know it’s too long. If only he said “I installed Norton 360, and then I had this problem…” it would only take 5 minutes to solve it! I don’t know why he didn’t mention it at the first place. It only cause him to suffer longer.
AutoCAD rely heavily on Microsoft installation. .NET, VB, DirectX, every single one of it can cause error. And of course, it can be a conflict with other application such as antivirus or antispyware. It can also caused by a virus. I found a Windows update can cause fatal error on AutoCAD.
I believe all of the AutoCAD technical guy will be glad to help you. But you need to provide as many details as you can. Don’t be afraid that he will blame you (I think it’s his reason). Rushing to your office not necessarily solve your issue faster. If you hide details, even if he sleepover at your office won’t solve your problem. I prefer to solve it from my desk. Not because I’m too lazy to come, but I can get a lot of resources from my desk. Many of my customer don’t have internet connection on their users PC. So I can’t find a solution on Autodesk knowledge base page while I’m there. My company also Microsoft Gold Partner, and many other products. So if I can’t get a solution, there are many people I can ask. The bottom line is, to get help, you have to help us!