The Challenge
A simple request to change a user’s email address in Autodesk and PlanGrid led to a critical access failure.
After the admin created a new account rather than updating the existing one, the user was unable to sign in to Forma/Autodesk Construction Cloud (ACC) or PlanGrid, resulting in a total work pause.
- Project Goals
Jasen, Director of Technology at Polk Stanley Wilcox Architects, needed to ensure the user could access all active projects and software under the new email address without losing data or project history.
Solutions
Troy Edwards from ATG Support took ownership of the case.
When initial troubleshooting didn’t resolve the conflict, Troy escalated the issue directly to Autodesk and Forma/ACC internal support.
He coordinated multiple meetings and screen shares between the client’s staff and various internal Autodesk departments to address deep-seated back-end errors.
Business Outcomes
Through persistent advocacy and coordination, the back-end issues were resolved.
The user successfully regained access to all software and projects with their new credentials, ensuring the firm’s project timelines remained intact.
Troy stuck with our case and helped us resolve a complex Autodesk issue. He coordinated between our staff and multiple Autodesk departments over several work sessions while staying positive throughout
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