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Customer Error Reporting (CER)

Oct 31, 2014

Issue:

Autodesk software products are known for their high quality. But even the best software contains software defects that may occasionally cause your system to close unexpectedly. When a software error occurs, Autodesk’s Customer Error Reporting (CER) makes it easy for you to send the details of the software error to Autodesk for analysis.

Solution:

CER Workflow Diagram

This diagram provides an overview of how Customer Error Reporting works.

User-added image
 

How CER Works

The Customer Error Report dialog box appears whenever the Autodesk product you are using closes unexpectedly. If you choose to send an error report to Autodesk, the CER feature records the portion of program that was in use when the error occurred, the recent command history, and basic system information. In addition, you can include your e-mail address and a step-by-step description in the report. The customer error report is sent to Autodesk over a secure internet connection.

When Autodesk receives the error report, automated systems sort the reports so that Autodesk developers can review them. Reports are then analyzed and errors are prioritized based on their severity and the number of customers affected by a problem.

Once a software error is believed to be fixed, it is included in either a future maintenance update or the next release of the product. Autodesk also notifies those customers who initially reported the error and included their email address in the customer error report.

 

Why does Autodesk ask for my email address?

Your e-mail address is used by Autodesk to notify you if your error is addressed in a maintenance update. For software errors that require further information, software developers may need to collect additional information from you about your system. Including your e-mail address in the customer error report gives Autodesk a way to directly contact you to ask additional questions. You can view the Autodesk Privacy Policy to see how Autodesk treats your information.

 

What Information Is Collected

The Customer Error Report feature collects and sends the following information as part of the error reporting process:

  • Operating system name and version
  • Autodesk product name, version, and serial number
  • Graphics configuration driver name and version
  • List of applications loaded when an error occurs
  • List of recent Autodesk commands
  • Portion of Autodesk program in memory when an error occurs

In addition to the above information, you may choose to include the following optional information:

  • E-mail address: if provided by the customer in the Customer Error Report dialog box
  • Step-by-step description of the error: if provided by the customer in the Customer Error Report dialog box
  • Computer name: if enabled with the Deployment wizard or the CAD Manager Control utility
 

How data is Transmitted & Stored

When you send a customer error report to Autodesk, it is sent in an encrypted form over the internet. When Autodesk receives the information, security technologies and procedures protect your personal information from unauthorized access, use, or disclosure.

Note: If your personal and confidential information is in the system memory when the software error occurs, it may be sent to Autodesk with the error report. If you have read the Autodesk privacy policy and you still have concerns about personal or confidential information being sent to Autodesk, please do not send the customer error report.


Products:

AutoCAD Design Suite;AutoCAD for Mac;AutoCAD LT for Mac;AutoCAD;AutoCAD Architecture;AutoCAD Civil 3D;AutoCAD Electrical;AutoCAD LT;AutoCAD Map 3D;AutoCAD Mechanical;AutoCAD Civil;AutoCAD Land Desktop;Navisworks Manage;Quantity Takeoff;Revit

Versions:

2012;2013;2014;2015

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