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Technical Troubleshooting & Support Best Practices Flashcards

7 cards from real ACE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. A user reports that AutoCAD crashes immediately after opening a specific DWG file. What is the FIRST step in diagnosing this issue?

    Answer: Test the file in AutoCAD's safe mode (using /safemode flag)

    Safe mode disables startup plugins and customizations, helping isolate whether the crash is caused by the file itself or third-party add-ins.

  2. Which Autodesk tool is used to collect system information and diagnostic logs to share with Autodesk Support?

    Answer: Autodesk Health Report

    The Autodesk Health Report tool gathers system specs, error logs, and application state to facilitate faster diagnosis by support teams.

  3. A support technician needs to replicate a user's issue but lacks access to the user's network license server. What is the best alternative approach?

    Answer: Use a standalone license to replicate behavior in an isolated environment

    Using a standalone license allows reproduction of most software behaviors without requiring access to the customer's network licensing infrastructure.

  4. When troubleshooting slow performance in Revit on a large project file, which of the following should be investigated FIRST?

    Answer: The number of views open simultaneously and linked models

    Too many open views and excessive linked models are among the most common performance culprits in large Revit projects before hardware factors are considered.

  5. A client's Autodesk license fails to activate after a network change. The license manager shows the server as unreachable. What is the most likely cause?

    Answer: The firewall is blocking port 27000 used by the FlexNet license server

    FlexNet Publisher (used by Autodesk network licensing) communicates over port 27000 by default, and firewall rules commonly block it after network changes.

  6. Which log file should a support engineer review first when diagnosing a failed Autodesk product installation on Windows?

    Answer: Autodesk_Install_.log in the temp directory

    Autodesk installers write detailed logs to the user's temp directory, capturing step-by-step installation actions and error codes.

  7. A user's AutoCAD drawings display incorrectly with missing or corrupted fonts. After confirming fonts are installed, what should the technician check next?

    Answer: Check the FONTMAP file and SHX font search paths in Options

    AutoCAD uses a FONTMAP file and configured font search paths to locate SHX and TrueType fonts; misconfigured paths cause substitution or corruption.