ACC Q&A

1- Autodesk Drive doesn’t appear in Windows Explorer after installing

Desktop Connector.

1. Using an Internet browser, sign in to the Autodesk Drive web interface and let
the wizard automatically set up the drive.
2. Right-click on the Desktop Connector tray icon and click Refresh Drives or
Check for Drives.

Note: Check if the Autodesk Drive appears. If not, continue with the next steps.

3. Restart your computer.

4. Launch Desktop Connector and sign in.
5. Open Windows Explorer to check if the connected drives are visible.
 2- When launching Desktop Connector an error message pop's up saying
"Startup Error: Desktop Connector couldn't initialize the Autodesk
Identity Manager, prompting shutdown.".

Causes:

The Autodesk Identity Manager is not installed or is corrupted

Solution:

- If the Autodesk Identity Manager is not installed

Download the latest version of the Autodesk Identity Manager

- If the Autodesk Identity Manager is installed

It may be corrupted, reinstall it as per these instructions:

1. Go to C:\Program Files\Autodesk\AdskIdentityManager and run the file

uninstall.exe.
2. Manually delete the following folders if they still exist:
C:\Program Files\Autodesk\AdskIdentityManager
C:\ProgramData\Autodesk\IDSDK
C:\Users\<your userID>\AppData\Local\Autodesk\Identity Services
3. Download and install the latest version of the Autodesk Identity Manager
 3- "It looks like the requested service is currently unavailable" when
opening a cloud workshared model or reloading its linked content in

Revit

Causes:
There can be multiple causes for this issue:

 A temporary connection issue with Autodesk Desktop Connector.

 Corrupted cached linked files.
 Conflicting antivirus software.
 Folder permissions don't allow download.

Solution:
Desktop Connector
This message can occur when files have been linked using the Desktop Connector,
and the Desktop Connector is not functioning.

If Desktop Connector has been used to link Revit files

 Confirm that the link can be accessed through Windows File Explorer:

o If the link (or folder containing link) doesn't show up through

Windows File Explorer, check that you have at least Download level
access to the folder.
  Install Desktop Connector if not already installed, download and install
the Desktop Connector.

Note: It is recommended that you avoid having users work with 15.x and 16.x
Desktop Connector versions within a cloud project (potential issues include file
locking, and unresolved links).

 Add the project: If the Desktop Connector shows up in Windows, but the
project doesn't go through the following steps to Add the project (applies
to Desktop Connector 16.x):

1. Right-click the Desktop Connector tray icon.

2. Sign in if you are not signed in already.
3. Click "Select Projects".

3. In the list select the checkbox of the appropriate project to add.

4. Click save.

 Reinstall Desktop Connector

 If the version of Desktop Connector is v16 or above, Right-click the

desired files and select "Always Keep on Device" to have the files
automatically sync.

No Desktop Connector based links

 If Desktop Connector hasn't been used to link Revit files or if the

preceding solutions didn't help, clear cached cloud workshared
models or outdated links from the system:

4- When launching or signing into an Autodesk program, the following

message is displayed:
Requested service not available
The Autodesk service that you are trying to access is temporarily unavailable.
 Please wait a few minutes and try again. (32)

Causes:

 Known conflicting software.

 Outdated Identity Component.
 Reset sign in data.
 Uninstall and reinstall the Autodesk Desktop Licensing Service.
 Missing product updates.
 Issue with proxy and/or firewall
 System time/time zone incorrect.
 Third-party networking background processes.
 Outdated DLL files (2018 versions only).

Solution:

 To resolve the issue, review the below suggestions one by one.

Connectivity issues
When working in an environment with a proxy and/or firewall, certain network
settings may need to be adjusted

Outdated Autodesk Identity Component

 Versions 2024 and newer

1. Download and install from Autodesk Identity Manager component update

for product versions 2024 and beyond (Windows).
2. Clear out the sign in cache, see How to reset local sign in cache for
Autodesk desktop software.
3. Start the software and verify.

 Versions 2020-2023

1. Update the Autodesk Single Sign On Component (AdSSO). Download

and install from Autodesk Single Sign On Component (AdSSO) update
for 2020 - 2023 product versions.
 2. Clear out the sign in cache, see How to reset local sign in cache for
Autodesk desktop software.
3. Start the software and verify.
4. Versions 2024 and newer

Reset sign in data

1. Clear out the sign in cache.

2. Start the software and verify.

Uninstall and Reinstall the Autodesk Desktop Licensing Service

Missing product updates

Download the latest update from your Autodesk Account

Incorrect system time/time zone settings

Adjust the system time/time zone by following these steps:

1. Click on Start and type Change the date and time.

2. Check the option "Set time automatically".
3. Under "Synchronize your clock", click "Sync Now".
4. Click OK.
Third-party networking background processes

1. Disable any Third-party Networking Monitoring Applications running on the

system.
2. Run the product again.

Outdated DLL files (2018 versions only)

1. Download the attached ZIP file from Live Maps (Bing imagery) cannot be
displayed in AutoCAD 2020 and earlier containing two files
(libeay32_Ad_1.dll and ssleay32_Ad_1.dll).
2. Close any instance of the Autodesk product.
3. Use the files to replace the existing DLL files of the same name in the
following location C:\Program Files\Autodesk\productname.
 5- Autodesk Docs Desktop Connector drive is not visible (31)
Causes:

 Desktop Connector was not installed.

 The BIM 360 drive in Desktop Connector was rebranded to "Autodesk Docs".
 Member was not invited to any project in BIM 360 or on the Autodesk
Construction Cloud (ACC) platform.
 Member didn't activate the invitation to a project in BIM 360 or ACC or didn't
access the project in the browser for the first time.
 Drives or members are not in sync.
 Desktop Connector is running elevated, by a restricted user or behind a proxy.
 Antivirus prevents proper installation.
 Login details are not changed in the Autodesk Desktop App.

Solution:

To resolve this issue, try one or more of the suggestions below:

Check that the location of the Desktop Connector drive has changed in
version 16

In Desktop Connector version 16.x the Autodesk Docs or BIM 360 Docs drive is
shown as a system drive in Windows File Explorer. It is named "Autodesk Docs".

The BIM 360 drive in Desktop Connector was rebranded to "Autodesk Docs":

Before Desktop Connector version 14.8.0.1381 the drive name was BIM 360:

Starting with Desktop Connector version 14.8.0.1381 the drive was renamed to
Autodesk Docs:
From version 16, the Autodesk Docs drive is located within the same tier as This PC
in File Explorer (note that Drive and Fusion drives remain under This PC):

Note: The default location is C:\Users\<username>\DC\ACCDocs.

Ensure a BIM 360 or ACC hub has been set up

If BIM Collaborate or BIM Collaborate Pro was recently purchased, check to see if a
BIM 360 or ACC project has been created in BIM 360 or ACC.

Project Invitation
Check if you are invited to a BIM 360 project by logging into BIM 360 Document
Management online, and access the project. If the Desktop Connector drive doesn't
appear in the Windows Explorer after that, restart your computer.

If you are not invited to and don't click the invite to any project, the Autodesk Docs
icon will not appear in the Windows File Explorer.
Resync drives

1. Right-click the Desktop Connector icon in the system tray.

2. Go to Refresh Drives (or Help > Check for Drives in Desktop Connector
version 16):
Sign out and sign back into Desktop Connector

1. Right-click the Desktop Connector icon in the system tray.

2. Click Sign Out.
3. Click Exit.
4. Restart Desktop Connector.
5. Sign back using the correct email address.

Remove and re-add the members that cannot see the project

1. As a project admin, navigate to the Members page.

2. Find the project members that have the reported issue and remove them from
the project.
3. Wait 5 minutes.
4. Resend the invitations to the project members that were removed.
 5. Each user will need to accept the invitation again by clicking the link sent
by email.

Make sure that Desktop Connector is not running elevated or behind a proxy
Contact your IT department to check if Desktop Connector is running elevated (Run
as administrator), by a restricted user or behind a proxy:

 Running Desktop Connector with elevated permissions is not supported.

 If the Desktop Connector is running in proxy network environment, your IT
department might need to set up exceptions. (See domains listed in the article
linked under "See Also").

Antivirus interference
Make sure that there are no antivirus rules that prevent full installation or operation
of Desktop Connector.

Reset Desktop Connector

Run the Desktop Connector Reset Utility

Reinstall Desktop Connector if the previous steps do not resolve the issue:
Perform a clean uninstall and reinstall of the Autodesk Desktop Connector.

Use a different machine

Access Desktop Connector from a different machine or with an administrator on the
same machine. This allows you to further narrow down if the issue is related to
member permissions or to the setup of the individual machine.

Log out and log in again in the Autodesk Desktop App

1. Open Autodesk Access (formerly known as Autodesk Desktop App).

2. Log in using the corresponding Autodesk username and password.
3. Check for Autodesk Docs drive in the File Explorer.

Install the latest update

Make sure that the latest version of Desktop Connector is installed.
6- "You currently don't have access to Revit cloud models" in Revit (27-28-

29)
1- Make sure that design collaboration is turned on in Autodesk
construction cloud
2- Sign out the revit account and sign in again
- If the problem exists try
3- Open firewall and network protection and choose advanced settings
4- Make sure that Revit & Autodesk access are enabled in “Inbound rules”
and “outbound rules”
7- You don't have access to this resource. For example, you might not have
access to a file, folder, or project. Please contact your administrator. (27)

Solution:
To resolve the issue:
1. Sign out and Sign in to Desktop Connector again with your Autodesk
credentials. Test if the issue is still present.
2. If the error stays the same, try to uninstall Desktop Connector
> Download and install the latest version of Desktop Connector.
 8- A 360 Wrong System Clock - The clock on your computer is wrong - (26)

Incorrect system time/time zone settings

Adjust the system time/time zone by following these steps:

1. Click on Start and type Change the date and time.

2. Check the option "Set time automatically".
3. Under "Synchronize your clock", click "Sync Now".
4. Click OK.
 9- When trying to open BIM360 projects a message “ Sign in to your
Autodesk Account” displays - (25)

You need to download Autodesk Access and try again – if the message displayed
again, try:

1- Go to Control Panel > programs and Features .

2- Find the Autodesk Single Sign On Component and uninstall it.
3- Remove the folders:
C:\ProgramData\Autodesk\AdSSO
C:\Program Files\Autodesk\Autodesk AdSSO.
4- Reinstall Single Sign on component.
 10- How to delete projects from Autodesk Connector
You can’t delete the projects from Autodesk Construction Cloud directly but you can
archive
1- Open Autodesk Construction Cloud and go to active projects
2- Select the project you want to archive
3- Click on the project and select archive
11- Design collaboration is invisible in Autodesk Construction cloud -
1- Open project admin then select project admin.
2- Enable design collaboration or any tab you want
12- When trying to open Autodesk Desktop Connector a message
displays “Autodesk Desktop Connector Error report”

Solution
1- Go to Control Panel > programs and Features
2- Uninstall Autodesk Desktop Connector
3- Reinstall Autodesk Desktop Connector and sign in with your
account credentials
13- Revit Cloud Worksharing add-on is invisible
Causes:
There could be a few reasons that you would need to do this:
 The add-on is inoperable
 The add-on is not properly installed
Solution:
Update Revit
If Revit is not updated to the latest build, updating can reload the collaborate add-
on as part of the update process.
Revit 2021 and later versions
Reinstall Revit
Uninstall Revit, and then reinstall.
Revit 2017-2020:
Uninstall
1. Open the Windows Control Panel and open "Programs and Features." (or
Apps & Features in the Windows Settings).
2. Uninstall the following items:
o Autodesk Cloud Models for Revit 2020 (if working with 2020 version).
o Autodesk Collaboration for Revit ####.
o Personal Accelerator for Revit.
Install
 For Revit 2017-2020: Install the latest Updates for Revit. If prompted, select
Uninstall, and when this is finished, run the installer a second time.
 Confirm that the items removed in the preceding uninstall process have been
reloaded.
Note: If the preceding steps do not work, use the following method alternative
option.
Alternate Option
If the Autodesk Collaboration for Revit and Personal Accelerator for Revit add-
ons do not exist in the control panel, AND the update states that the software is
already up-to-date, go through the following steps:
1. Perform a Clean Uninstall of Revit.
2. After the Clean Uninstall is complete, install both the base version of Revit and
the most recent update for the product (for example, Installing Revit 2018 and
the Revit 2018.3 update).
o Be sure that the update appears in the "view installed updates" list in the
Control Panel by typing "view installed updates" on the Windows 10
Cortana/search window.
 14- Cloud projects are missing from the cloud section of Revit Home
Causes:
One of the following:

 The correct account is not being viewed.

 The Document Management (BIM 360) or Docs (ACC) service has not been
turned on for the project member.
 The project member has not been provided proper folder permissions to
access the project files:
o ACC Folder Permissions
o BIM 360 Folder Permissions
 The project is using another Revit version:
o Once a Revit file has been initiated to a BIM 360 or Autodesk
Construction Cloud (ACC) project, that project is locked into that version
of Revit.
o The project will only be visible to select when using that version of Revit.
 The European BIM 360 / Autodesk Construction Cloud (ACC) regional
storage does not support Revit versions older than Revit 2021.
 Corrupted data in the collaboration cache.

Solution:

To resolve the issue, try the following:

Missing Models / Folders

If the folders are visible, but models are missing,
Verify that the correct account is being viewed in Revit

1. Go to BIM 360 or Autodesk Docs in the Revit Home screen.

2. Click the project name under "Switch Account > Project".
3. Select Change account.
 Verify that the required services or modules are activated for the ACC
project member with the steps:

1. Go to the Autodesk Construction Cloud (ACC) Project Admin.

2. Select the Members tab.
3. Select the affected member.
4. Enable "Docs"
Confirm which version of Revit is used for the project.

 Try opening the project from different Revit versions until the project is visible
in Revit.
 Ask the Project Admin to check which Revit version the project is locked
to. The Project Admin can check this by following the steps:

In BIM 360 Project:

1. Enter the Project Admin module.

2. Select the Services tab.
3. Select Document Management from the left side.
4. Select Revit Cloud Model Upgrade at the top.
5. The Revit version will show under the Current Version.

In Autodesk Construction Cloud (ACC) Project:

1. Go to Docs
2. From the Left Panel Select Settings
3. Select Revit Cloud Model Upgrade at the top.
4. The Revit version will show under the Current Version.

Note:

 Do not use the Upgrade function to upgrade to a newer Revit version

unless you have the consent of all project stakeholders. (Upgrading to a
newer version requires thorough preparation, including a Test Upgrade.
Once a project is upgraded, it can't be undone.)
 Project Admins can upgrade all cloud models in the project to a newer
version if necessary. (Refer to the help article, Upgrade Revit Cloud
Models)
  When the first model of a particular version is initiated from Revit, the
project becomes tied to that version.
 Before saving Revit files to a project, the project should be visible in all
versions of Revit.
 The project is tied to a Revit version even if the Revit file was deleted.
File deletion activity can be checked on the Activity page.

Install all available updates for the specific Revit version

Note: The latest security hotfixes for Revit are necessary to enable Revit to
communicate with Autodesk servers through TLS protocol. Revit cannot contact
cloud services without these updates.
Check the server location of the BIM 360 or ACC account or project:

1. Open the BIM 360 or ACC project in your web browser.

2. Check the address bar to identify the server location.
3. If the domain contains ".eu" or ".aus":

 Use Revit 2021 or later.

 Create a BIM 360 or ACC account in the US region.

Note: The EU and Australia regions do not support Revit versions 2020 and
older.

Clean the collaboration cache

Remove the Collaboration Cache and PaCache data.