The Challenge
Ryan Morris, Cx Manager, had been unable to maintain login credentials in Bluebeam Revu for nearly a year following a major service outage. Despite switching software versions and resetting DNS multiple times, the issue persisted, specifically breaking the “stapler” function. The customer’s internal IT department recommended reformatting the entire computer — a drastic step that would have resulted in a significant loss of progress and time.
- Project Goals
The primary goal was to restore full functionality to the Bluebeam account on the user’s specific machine. The customer needed a solution that would allow all features, including the stapler function, to work properly without the need to wipe and reinstall the operating system.
Solutions
Troy Edwards, ATG support specialist, performed a deep-dive technical intervention. After initial tests and clearing cached files proved unsuccessful, the team reset the settings and identified specific corrupted registry keys and affected files causing the conflict. These were manually removed, followed by a clean reinstallation using a fresh copy of the software.
Business Outcomes
While previous IT groups were unable to resolve the issue without a full system reformat, ATG resolved the problem in just one hour. This saved the customer the long downtime typically required to reconfigure a machine from scratch and restored all critical software functions immediately.
Extremely helpful. Very detailed in resolution. This has been an ongoing issue with my machine for the better part of 12 months. Troy Edwards had issues resolved within an hour. Thank you so much!!
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