Issue: Synchronisation with Central and local saves become unusually slow after placing ArtisanRV planting in a workshared Revit project.

Related Questions
Planting placement slows dramatically in large linked models.

 

Why does my licence remain allocated after I close Revit in a Virtual Desktop Environment (VDI)?

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 Revit crashes or is not closed correctly?

Short Answer

If you are operating CS ArtisanRV 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.4.0 (04 May 2026), aligning licence deactivation settings with CS Buddy App 1.0.44. Organisations deploying ArtisanRV 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 Revit 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.4.0 (04 May 2026) 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 ArtisanRV 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

 

 Full Licence Purchased but Software Remains in Trial Mode

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.

CS Buddy App Unable to Connect to CloudScapes Servers

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.

 

Licence Pool Not Releasing Licences Overnight

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:

https://palette.csdhub.com/help/index.htm?page=Artisan_Deployment_in_Virtual_Desktop_Environments.htm

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.

 

Licensing Problems When Users Move Between Docked and Undocked Laptop States

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.

 

Incorrect Account Setup Preventing Activation

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.

 

Users Unable to Access Licences Due to Expired Organisation Renewal Dates

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.

 

Troubleshooting Record: Licensing Stuck Due to Failed Deactivation

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 ArtisanRV 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 ArtisanRV and the CS Buddy App (Auto Update Service) are running the latest available versions.

1. Open the CS Buddy App.
2. Select Check for Updates.
3. Install all available updates for:
   • ArtisanRV
   • CS Buddy App (Auto Update Service)
4. If the CS Buddy App is updated, select Restart when prompted to ensure the updated service is fully installed and operational.
5. 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.

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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.

ArtisanRV Version .3.98 (13 November 2025)

Feature Enhancements

• Deactivate Licenses
  • License release routines added to:
    • User session logoff events
    • Machine shutdown events
  • Improves license recovery when virtual machine sessions are forcibly terminated.

ArtisanRV Version .4.0 (04 May 2026)

Feature Enhancements

• Virtual Desktop Environments
  • License deactivation settings aligned with CS Buddy App 1.0.44.
  • Enhancements designed to improve license release behaviour in virtualised environments.

Documentation: https://palette.csdhub.com/help/index.htm?page=Artisan_Deployment_in_Virtual_Desktop_Environments.htm

ArtisanRV Version .4.1 (29 July 2026)

Feature Enhancements

• Added support for Revit 2027.

Bug Fixes

• Worksharing performance improvements following plant placement operations.

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