When the installation of an Autodesk product fails, you may need to perform a clean uninstall before you can install successfully. A clean uninstall removes residual files from any previous installations and, if necessary, resets some Windows registry keys. A clean uninstall may be necessary if:
- You’re trying to upgrade to a new version and keep getting errors.
- You tried to install a product for the first time and installation stopped midway.
- You thought you installed successfully, but the product won’t start.
After a clean uninstall, you can try installing your product again.
Important: Use this procedure only if you run into problems. For normal uninstalls, use the Uninstall control panel in Windows or the Remove tool in macOS.
Go to the Windows TEMP folder by entering %TEMP% in the Windows Run box and delete all the files in that folder. To display the Run box, click START in Windows XP or 7; right-click START in Windows 8 or 10.
- Uninstall the previous version of your Autodesk software.
- For Windows products, go to the application list in the Uninstall control panel. Uninstall peripheral programs (from smallest to largest) that were installed with the product before you uninstall the product.
- For Mac applications, use the Remove tool from Finder > Applications > Product Name. If there is no Remove tool for your product, move the application file to the trash and then remove any residual files (see step 4 below).
- Check for corrupt Windows registry keys and other internal problems. For Windows products, download, install, and run the Microsoft Program Install and Uninstall Troubleshooter (formerly known as Microsoft Fix It). It checks for corrupt registry keys and other issues that can prevent installation.
- Remove licensing storage files only if you are having licensing problems. Skip this step if you don’t have licensing issues. Here are the most common symptoms of licensing problems:
Remove the following licensing (trusted storage) files (they are in different locations, depending on your operating system).
- When you try to start the product, it hangs at either the “Checking License” or “Loading” step.
- When you try to start the product, you see this error message: “Unable to initialize adlm: Internal Error Message: <Error initializing the Usage tracking component.> Error Code: <-104>”
- Important: if you have a standalone perpetual license, deleting the adskflex_###_tsf.data file can cause your software to stop working. First check whether your older version of Autodesk standalone licensed software is listed in Transport Layer Security (TLS): Updates Required to Maintain Software Access. If it is, install the update. You can then safely delete adskflex files. If your software isn’t listed, you can’t re-license after you delete adskflex files, and your software will stop working.
Vista or Windows 7/8/10
- C:\Documents and Settings\All Users\Application Data\FLEXnet\adskflex_########_tsf.data
- C:\Documents and Settings\All Users\Application Data\FLEXnet\adskflex_########_tsf.data.backup
- /Library/Preferences/Flexnet Publisher/FLEXnet/adskflex_########_event.log
- /Library/Preferences/Flexnet Publisher/FLEXnet/adskflex_########_tsf.data
- /Library/Preferences/Flexnet Publisher/FLEXnet/adskflex_########_backup
Note: If you do not have Adobe products on your computer, also delete the following folder: /Library/Application Support/Flexnet Publisher
- Remove any remaining residual files. Don’t empty the folders. Remove only those files related to the product you’re uninstalling.
- C:\Program Files\Autodesk\
- C:\Users\YourUserid\AppData\Roaming\Autodesk\ADUT (if applicable)
- Library\Application Support\Autodesk
- Library\Application Support\Preferences
- Clear Windows TEMP files.
- From the Installer, try installing your Autodesk product again.
- If installation still fails, you may need to remove files relating to all Autodesk products and supporting software (such as add-ins).
- For complete details of this process for Windows, see Remove Autodesk Software (Windows).
- For Mac products, use Spotlight to search for all Autodesk software and support files and move them to the trash.