Single-user or Sign In option is missing from the Let's Get Started Screen when activating an Autodesk Single-user license

Autodesk Support

Dec 19, 2024

Products and versions covered

Issue:

Users reported that when launching an Autodesk 2017 or newer product for the first time after installation, the Let's Get Started window is shown. The Single User or Sign In option is missing and it is not possible to activate a single-user license.

Versions 2020 and later:

Expected behavior:

LGS activation screen
 

Missing Sign-in option when the connection is filtered by a proxy:

Missing Sign-in option
 

Missing Sign-in option when the system is not connected to the Internet or HTTPS inspection is enabled.


Missing Sign-in option: please check internet settings
 

You're not connected to the Internet, and you can view only offline options. Go online to see all available options. 

Missing Sign-in option: not connected to the internet

 

Versions 2019:

Expected behavior:
 

LGS Screen 2019 Autodesk software
 

Missing Single-user option:
 

Missing Single User option

 

Versions 2017/2018:

Expected behavior:
 

LGS Screen 2017-2018 Autodesk software

 

Missing "Sign In" option:
 

Missing Sign-in option

 

Note: In all of the above cases, an attempt to activate via "Enter a Serial Number" results in the error "Establish an Internet connection" or the software running on a 30-days trial.

 
 
 

Causes:

Possible causes include:

  • The system is not connected to the internet.

  • Proxy/firewall filtering the Internet traffic.

  • Certificates Sites are blocked and unable to download Certificates.

  • HTTPS Inspection hinders communication to *.autodesk.com domains.

  • Antivirus software.

 

Solution:

First, ensure that the system is connected to the internet (e.g. open an internet browser and navigate to Autodesk website).

Then, try the following solutions on systems that have a working internet connection:

Note: You may need to consult with your Network/System administrator to perform some of the below steps.

 

Verify your network settings

  • Consult with your network administrator and make sure that the Autodesk domains can be reached through any proxy and/or firewall and that no HTTPS/SSL Inspection is performed for the same. See: Which URLs/Protocols need to be allowed for Autodesk Subscription Licensing. 

  • To verify the required URL access state, install the Licensing Support Tool and run the following command: AdskLicensingSupportTool -u.

  • When using a proxy, verify no http/https protocol is specified in the Proxy address field in Windows. Only enter the proxy server name or IP address.

Proxy setup windows

Reset the local login cache

See: How to reset local login cache for Autodesk desktop software.

 

Check if TLS 1.1 and TLS 1.2 are set as default secure protocols (Windows 7 only)

See Sign In option missing when launching an Autodesk software on Windows 7.

 

Firewall or antivirus exclusion

 

Install the latest product updates

Find the most recent updates through Autodesk Access  or the Autodesk account and install them.

 

Products:

All Desktop Products;

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