Related
Questions
Why has my licence not been released?
Why can't another
user access a licence after I have logged off?
Do I need to manually
deactivate licences in a virtual desktop environment?
What happens if my VDI
session closes unexpectedly?
Why am I receiving a licence unavailable
message?
How should CloudScapes licences be configured in Citrix, AVD or
other virtual desktop environments?
What if AutoCAD or
BricsCAD crashes or is not closed correctly?
Short Answer
If you are operating CS Artisan in a Virtual Desktop
Environment (VDI), licence management behaviour may depend on how the
environment has been configured and how applications are closed. If Revit or the
VDI session is terminated unexpectedly, licences may not be released
immediately.
Full support for Virtual Desktop Environments was
introduced in Version xx.1.51 (13 November 2025), aligning licence
deactivation settings with CS Buddy App 1.0.44. Organisations deploying Artisan
in Citrix, Azure Virtual Desktop, Windows 365, Remote Desktop Services, or
similar environments should ensure they are running supported software versions
and follow the recommended VDI deployment guidance.
Key Point
Always close AutoCAD or BricsCAD and end
user sessions normally where possible. Unexpected session termination, forced
logoff, application crashes, or VDI timeout policies may prevent the normal
licence release process from completing.
Details
Version xx.1.51 (13 November 2025) introduced
enhancements specifically designed to support Virtual Desktop Environments and
align licence deactivation behaviour with the CS Buddy App.
If licences are not being released as expected:
·
Confirm that CS Artisan and the CS Buddy App are updated to
the latest versions.
·
Review Virtual Desktop Environment configuration
settings.
·
Ensure users are closing Revit normally before ending
sessions.
·
Verify that automatic licence release options are
configured appropriately for the organisation.
·
Consult the Virtual Desktop Environment deployment guidance
for recommended settings and best practices.
For further information, see:
·
Artisan Deployment in Virtual Desktop Environments
·
Licence, Settings and Install
·
CS Buddy App
·
Check for Updates
Related
Questions
·
I purchased a licence but the software still says "Trial
Version".
·
Why is my activation not working after purchase?
·
I entered my licence key but the software remains in trial
mode.
·
How do I activate my full licence?
·
My subscription has been renewed but the software still
shows as expired.
·
I've paid my renewal invoice but my licence has not
updated.
·
Why are premium features still locked after payment?
Short Answer
This issue can occur if the software has not been activated
correctly, if the wrong account is being used, or if CloudScapes has not yet
updated the account following a new licence purchase or subscription renewal
payment. If you have recently purchased a licence or paid a renewal invoice, you
may need to confirm that payment has been received and processed by CloudScapes
so that the licence subscription and account expiry date can be updated.
Details
This issue most commonly occurs in one of the following
situations:
You were previously using a Trial version and have recently
purchased a full licence.
You have an existing subscription and have recently paid a
renewal invoice.
The software has not been activated correctly.
The software is signed in under a different account from
the one associated with the licence.
To resolve the issue, work through the following steps:
1. Verify Your Licence Key
·
Ensure the licence key was entered exactly as provided.
·
Check for accidental spaces, missing characters, or typing
errors.
2. Confirm the Correct Account is Being Used
·
If the software uses account-based licensing, sign in with
the same email address used for the purchase.
·
Sign out and back in if necessary.
3. Check Whether Payment Has Been Processed
·
If you have recently purchased a licence or paid a
subscription renewal invoice:
·
Confirm that payment has been successfully sent from your
organisation.
·
Allow sufficient time for payment processing where
applicable.
If the invoice remains outstanding on the CloudScapes
system, the account expiry date will remain unchanged and the software may
continue to operate in trial or expired mode.
4. Verify That a Licence Subscription Has Been Added
For customers moving from a Trial version to a paid
subscription:
·
A purchased licence subscription must be added to the
account before full functionality becomes available.
·
If the account still shows as Trial after payment, contact
CloudScapes to confirm that the licence has been applied to the correct
account.
5. Confirm the Account Expiry Date Has Been Updated
For subscription renewals:
·
Once payment has been received and processed, CloudScapes
will update the account expiry date.
·
Until this update has been completed, the software may
continue to display trial, expired, or restricted licence messages.
6. Reactivate the Software
·
Open the software's Licence, Activation, or Account
section.
·
Enter the licence key again or use any available option to
refresh licence information.
·
Sign out and back in if account-based licensing is
used.
7. Restart the Application
·
Close the software completely and reopen it after
activation.
·
In some cases, restarting the computer may also be
required.
8. Check Licence Compatibility
·
Confirm that the licence purchased matches the software
edition and version installed.
·
Trial, Standard, Professional, and Enterprise editions may
require different licence types.
9. Check Internet Connectivity
·
Some products require an active internet connection to
validate licence information.
·
Ensure that firewalls, proxies, or security software are
not blocking activation services.
10. Update the Software
·
Install the latest available software updates.
·
Older versions may not correctly recognise newer licences
or subscription information.
11. Contact CloudScapes Support
If the issue persists, contact CloudScapes Support and
provide:
·
Licence key or invoice number
·
Order reference (if applicable)
·
Email address associated with the account
·
Software version
·
Screenshot showing the trial or licence message
·
Confirmation of payment (for new purchases or renewals)
CloudScapes Support can verify receipt of payment, confirm
the account expiry date, check that the correct licence subscription has been
applied, and assist with any remaining activation issues.
Related
Questions
·
Why can't CS Buddy connect to the server?
·
CS Buddy says it cannot connect to CloudScapes.
·
I am getting a connection error in CS Buddy.
·
CS Buddy is offline or unavailable.
·
Why is CS Buddy unable to synchronise?
·
How do I fix a server connection error in CS Buddy?
·
CS Buddy cannot reach CloudScapes services.
Short Answer
Unless CloudScapes has confirmed a service outage or server
issue, this problem is most likely caused by a connectivity issue within your
organisation's network or internet connection. Check that you have a working
internet connection and, if the issue persists, contact your designated IT
support team for further investigation.
Details
If the CS Buddy App is unable to connect to CloudScapes
servers, the cause is usually related to local network connectivity rather than
a fault with the CloudScapes platform.
Before troubleshooting further, check whether CloudScapes
has issued any service status notifications or confirmed a server-side issue. If
no issue has been reported, work through the following checks:
1. Verify Your Internet Connection
·
Confirm that your device has an active internet
connection.
·
Open one or more websites in your browser to confirm
internet access is working normally.
·
If using Wi-Fi, try reconnecting to the network.
2. Restart the Application
·
Close CS Buddy completely.
·
Reopen the application and attempt to connect again.
3. Check Firewall and Security Software
·
Corporate firewalls, antivirus software, and web filtering
solutions can sometimes block access to external services.
·
Verify that CS Buddy and CloudScapes services are permitted
through any security controls.
4. Check VPN and Proxy Settings
·
If your organisation uses a VPN or web proxy, confirm that
it is operating correctly.
·
Temporarily disconnecting and reconnecting the VPN may
resolve intermittent connectivity issues.
5. Try an Alternative Network
·
If possible, test the application using a different
internet connection.
·
This can help determine whether the issue is specific to
your local network.
6. Contact Your IT Team
·
If internet access appears to be working but CS Buddy still
cannot connect, contact your designated IT support team.
·
Provide details of any error messages displayed by the
application.
·
Your IT team can investigate network routing, firewall
restrictions, DNS resolution, proxy settings, and other connectivity-related
issues.
7. Contact CloudScapes Support
·
If your IT team has confirmed that network connectivity is
functioning correctly and the issue continues, contact CloudScapes Support and
provide:
·
A screenshot of the error message
·
The date and time the issue occurred
·
Your organisation name
·
The version of CS Buddy being used
·
Confirmation that internet connectivity and local network
checks have been completed
CloudScapes Support can then verify whether there are any
service-related issues affecting connectivity and assist with further
diagnosis.
Related
Questions
·
Why are licences not being returned to the licence
pool?
·
Licence pool still shows users as active after they have
logged off.
·
Licences are not being released automatically.
·
Users cannot obtain a licence because all licences appear
to be in use.
·
Why is Artisan holding licences overnight?
·
Licences remain allocated in a Virtual Desktop Environment
(VDI).
·
Licence deactivation is not occurring as expected.
Short Answer
This issue is commonly associated with Virtual Desktop
Environment (VDI) deployments where licence deactivation settings are not
configured correctly. Recent enhancements introduced in Artisan version 4.0 (04
May 2026) aligned licence deactivation behaviour with CS Buddy App release
1.0.44. Review your Virtual Desktop Environment configuration and ensure the
recommended licence deactivation settings have been applied.
Details
If licences are not being released back into the licence
pool overnight, the most likely cause is incomplete or incorrect licence
deactivation settings within the deployment environment, particularly where
Artisan is being used in a Virtual Desktop Environment (VDI).
As part of the Artisan 4.0 release (04 May 2026),
enhancements were made to align Virtual Desktop Environment licence deactivation
settings with those implemented in CS Buddy App version 1.0.44. These changes
were designed to improve licence management and ensure licences are returned to
the pool when users end their sessions.
1. Review Recent Platform Changes
·
The following enhancement was introduced in Artisan
4.0:
·
Virtual Desktop Environments - Licence deactivation
settings aligned with Buddy App release 1.0.44.
·
If your environment was upgraded but the recommended
deployment settings were not applied, licences may remain allocated longer than
expected.
2. Determine Whether a Virtual Desktop Environment Is Being
Used
Examples include:
·
Citrix Virtual Apps and Desktops
·
Microsoft Azure Virtual Desktop
·
Microsoft Remote Desktop Services (RDS)
·
VMware Horizon
·
Other shared or non-persistent desktop environments
If Artisan is deployed within one of these environments,
additional licence management considerations apply.
3. Review Licence Deactivation Configuration
·
Verify that the environment has been configured in
accordance with the latest deployment guidance.
·
Refer to the online documentation:
The documentation provides guidance on:
·
Virtual Desktop Environment deployment requirements
·
Licence activation and deactivation behaviour
·
Session logoff handling
·
Recommended configuration settings
·
Best practices for shared-user environments
4. Confirm Users Are Logging Off Correctly
·
Licences are typically released when user sessions end
correctly.
·
Check whether users are:
·
Logging off normally
·
Disconnecting rather than logging off
·
Leaving sessions running overnight
·
Experiencing unexpected session termination
·
Disconnected sessions may continue to hold licences
depending on the environment configuration.
5. Verify Scheduled Processes and Session Policies
Your IT team should verify:
·
Session timeout policies
·
Automatic logoff settings
·
Profile management configuration
·
Overnight maintenance processes
·
VDI broker settings
·
These can all influence when licence deactivation
occurs.
6. Check for Software Updates
Ensure that:
·
Artisan is running the latest available version.
·
CS Buddy components are up to date.
·
Any deployment scripts or environment templates have been
reviewed following the 4.0 update.
7. Contact Your IT Team
In most cases, licence pool retention issues are linked to
environment configuration rather than the licensing system itself. Your IT team
should review the VDI deployment against the latest CloudScapes guidance.
8. Contact CloudScapes Support
If licences continue to remain allocated after reviewing
the deployment settings, contact CloudScapes Support and provide:
·
Artisan version number
·
CS Buddy version number
·
Virtual Desktop Environment platform (Citrix, AVD, VMware,
RDS, etc.)
·
Details of when licences should have been released
·
Screenshots of the licence pool showing retained
allocations
·
Confirmation that the VDI deployment guidance has been
reviewed
CloudScapes Support can then verify licence activity,
review the deactivation behaviour, and provide guidance specific to your
deployment configuration.
Related
Questions
·
My licence works when docked but not when undocked.
·
Why does the software lose its licence when I disconnect
from my docking station?
·
The software reverts to trial mode when I work
remotely.
·
Licensing changes when moving between office and home
working.
·
Why am I being asked to reactivate after undocking my
laptop?
·
My licence is not recognised after changing network
connections.
Short Answer
This issue is typically caused by a change in the hardware
or network characteristics used by the licensing system to identify the device.
Moving between docked and undocked states can alter items such as network
adapters, docking station hardware, or device identifiers, causing the licence
validation process to treat the laptop as a different machine. Users should
first restart the application and reconnect to the internet. If the issue
persists, contact CloudScapes Support for assistance.
Details
Some licensing systems use a combination of hardware and
network attributes to uniquely identify a device. When a laptop is moved between
docked and undocked states, changes to these attributes may cause the software
to believe it is running on a different device.
1. Restart the Application
·
Close the application completely.
·
Reopen it after docking or undocking the laptop.
·
In many cases, the licence status will refresh
automatically.
2. Verify Internet Connectivity
·
Ensure the laptop has an active internet connection.
·
Some licence types require periodic validation against
CloudScapes licensing services.
·
If working remotely, confirm that any VPN connection
required by your organisation is active.
3. Allow Time for Licence Refresh
·
In some situations, the licence may require a short period
to detect the new hardware or network configuration.
·
Leaving the application closed for a few minutes before
reopening may resolve the issue.
4. Check for Changes to Network Adapters
·
Docking stations often introduce additional network
adapters or Ethernet connections.
·
Moving between wired and wireless networks may alter the
information presented to the licensing system.
·
Ensure all required network drivers are installed and
functioning correctly.
5. Confirm the Correct User Account
·
If account-based licensing is used, verify that you remain
signed in using the correct account.
·
Sign out and back in if necessary.
6. Restart the Computer
·
A full system restart can help refresh hardware detection
and licence validation processes.
·
This is particularly useful after connecting or
disconnecting a docking station.
7. Contact CloudScapes Support
If the issue occurs regularly or cannot be resolved through
the steps above, contact CloudScapes Support and provide:
·
Your organisation name
·
Software version
·
Whether the issue occurs when docking, undocking, or
both
·
Screenshots of any licence-related messages
·
Details of the laptop and docking station model
CloudScapes Support can review the licensing record and
determine whether changes in device configuration are affecting licence
validation. If necessary, licensing settings can be reviewed to ensure normal
operation when users move between docked and undocked working environments.
Related
Questions
·
Why won't my licence activate?
·
My licence key is valid but activation fails.
·
I cannot activate my software after purchase.
·
Activation says no valid subscription found.
·
Why does my account still show as Trial?
·
My licence has been purchased but is not available to
me.
·
Activation cannot find my licence.
Short Answer
This issue can occur when the user's account has not been
configured correctly within the CloudScapes licensing system. The purchased
subscription may not have been assigned to the correct account, the user may be
signing in with the wrong email address, or the account may not have been linked
to the appropriate licence pool. Contact your account administrator or
CloudScapes Support to verify the account configuration.
Details
If a licence cannot be activated despite a valid purchase,
the cause is often an account configuration issue rather than a problem with the
licence itself.
1. Verify the Correct Account Is Being Used
·
Ensure you are signing in with the email address associated
with the licence purchase.
·
If multiple accounts exist, confirm that the correct
account is being used.
·
Sign out and back in to refresh account information.
2. Confirm the Subscription Has Been Assigned
·
A purchased licence subscription must be assigned to the
relevant customer account.
·
If the subscription has not yet been linked, the user may
continue to see Trial mode or activation failures.
3. Check User Permissions
·
Some environments require users to be assigned to a
specific licence pool or organisation before activation is permitted.
·
Verify that the user has been added to the correct account
and granted the necessary access.
4. Verify Account Details
Review the account setup and confirm:
·
Correct organisation name
·
Correct email address
·
Appropriate licence allocation
·
Active subscription status
·
Correct licence pool assignment (where applicable)
5. Check for Multiple Customer Accounts
·
Occasionally, duplicate customer records or multiple
accounts can result in licences being associated with a different account than
the one the user is accessing.
·
CloudScapes Support can verify whether this has
occurred.
6. Refresh Licence Information
·
After any account changes:
·
Sign out of the application.
·
Close and restart the application.
·
Sign back in and attempt activation again.
7. Contact Your Account Administrator
If your organisation manages licences centrally:
·
Ask your account administrator to verify that your user
account has been provisioned correctly.
·
Confirm that a licence has been assigned and is available
for use.
8. Contact CloudScapes Support
If the issue persists, provide:
·
User name and email address
·
Organisation name
·
Licence key or subscription reference (if available)
·
Screenshot of any activation message
·
Details of when the licence was purchased
CloudScapes Support can verify the account configuration,
confirm that the subscription has been assigned correctly, and make any
necessary adjustments to enable activation.
Related
Questions
·
Why can't users obtain a licence?
·
Users are unable to log in after subscription expiry.
·
Why are licences unavailable even though they were working
previously?
·
Our subscription has expired. How do we regain access?
·
Why does the software show that no licences are
available?
·
Users have lost access after a renewal date.
·
Licence activation is failing for all users.
Short Answer
If the organisation's subscription renewal date has passed,
users may be unable to access or activate licences until the subscription has
been renewed and the account expiry date has been updated. If payment has
recently been made, confirm that it has been received and processed by
CloudScapes. Once the renewal has been applied, licence access will be
restored.
Details
When an organisation's subscription reaches its renewal
date without a renewal being processed, licence access may be restricted or
unavailable to users. This can affect both existing users and new licence
activations.
1. Verify the Organisation's Renewal Status
·
Confirm whether the organisation's subscription renewal
date has passed.
·
Check with your licence administrator or account contact if
you are unsure of the current subscription status.
2. Check Whether a Renewal Invoice Has Been Paid
·
If a renewal invoice has recently been raised:
·
Confirm that payment has been submitted.
·
Verify that any internal approval processes have been
completed.
·
Allow time for payment processing where applicable.
Until payment is received and processed, the subscription
may remain expired within the CloudScapes licensing system.
3. Confirm the Account Expiry Date Has Been Updated
Even after payment has been made:
·
The organisation account expiry date must be updated to
reflect the renewed subscription period.
·
Until this update has been completed, users may continue to
experience licensing or activation issues.
4. Ask Users to Refresh Their Licence Information
Once the renewal has been processed:
·
Sign out of the application.
·
Close and restart the application.
·
Sign back in.
·
Attempt licence activation again if required.
This may refresh the licence information retrieved from the
licensing system.
5. Verify Licence Availability
Where licence pools are in use:
·
Ensure licences remain available within the pool.
·
Confirm that users have been assigned to the correct
organisation and licence pool.
6. Contact the Organisation's Licence Administrator
The licence administrator should verify:
·
Subscription status
·
Organisation expiry date
·
Invoice payment status
·
Licence allocations
·
User account assignments
7. Contact CloudScapes Support
If payment has been made but users still cannot access
licences, contact CloudScapes Support and provide:
·
Organisation name
·
Invoice number (if applicable)
·
Date payment was made
·
User affected
·
Screenshot of any licence or activation message
·
Software version
CloudScapes Support can verify the renewal status, confirm
receipt of payment, update the organisation expiry date if required, and restore
access to licensed features.
Issue
Summary
Users may encounter licensing issues where a license
remains assigned or cannot be reactivated due to a failed deactivation process.
This is most commonly observed in Virtual Desktop Environment (VDE) deployments
where user sessions are terminated unexpectedly or where older versions of
Artisan and the CS Buddy App are installed.
Recommended
Resolution
Step 1: Check for Updates
The first and most important troubleshooting step is to
ensure that both Artisan and the CS Buddy App (Auto Update Service) are running
the latest available versions.
Open the CS Buddy App.
Select Check for Updates.
Install all available updates for:
· CS Artisan
·
CS Buddy App (Auto Update Service)
If the CS Buddy App is updated, select Restart when
prompted to ensure the updated service is fully installed and operational.
Verify the updated versions have been applied before
attempting license activation or deactivation again.
Important: Failure to restart the CS Buddy App after an
update may prevent the latest licensing enhancements from becoming active.
Why This Step Is Important
A number of licensing improvements have been introduced
throughout 2025 and 2026 specifically to improve license release and
deactivation reliability, particularly within Virtual Desktop Environments.
Artisan Version xx.1.51 (13 November 2025)
·
Feature Enhancements
·
Deactivate Licenses
Documentation: https://palette.csdhub.com/help/index.htm?page=Artisan_Deployment_in_Virtual_Desktop_Environments.htm
Before contacting CloudScapes Support, please complete the following checks. Many Artisan startup and loading issues are resolved by ensuring all software is fully up to date.
Update Your CAD Platform
Update Windows
Check Required Windows Components
Update Artisan
Verify Licensing
Please provide the following when logging a support request:
This information will help CloudScapes Support investigate the issue more efficiently.
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