ACE Technical Troubleshooting & Support Best Practices 2

Question 1

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

Accepted Answer

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

Answer

Reinstall AutoCAD

Answer

Open the file in a previous version of AutoCAD

Answer

Delete the user's profile and recreate it

Question 2

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

Accepted Answer

Autodesk Health Report

Answer

Autodesk Desktop App

Answer

Autodesk Access

Answer

Autodesk ReCap

Question 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?

Accepted Answer

Use a standalone license to replicate behavior in an isolated environment

Answer

Ask the user to record a video of the issue

Answer

Close the support ticket and reopen when server access is available

Answer

Reinstall the license manager on the technician's machine

Question 4

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

Accepted Answer

The number of views open simultaneously and linked models

Answer

Network bandwidth to the BIM 360 server

Answer

Hardware acceleration settings in the graphics options

Answer

The Windows page file size

Question 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?

Accepted Answer

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

Answer

The license file has expired

Answer

The Autodesk product needs to be reinstalled

Answer

The DNS server is misconfigured

Question 6

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

Accepted Answer

Autodesk_Install_<ProductName>.log in the temp directory

Answer

Windows Event Viewer Application log

Answer

IIS logs in C:\inetpub\logs

Answer

The FlexNet license debug log

Question 7

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

Accepted Answer

Check the FONTMAP file and SHX font search paths in Options

Answer

Reinstall the operating system

Answer

Disable hardware acceleration

Answer

Reset the CUI file