Quick Answer
Pinnacle Series tool links that open an Autodesk product such as AutoCAD, Civil 3D, or Revit may stop responding when Webroot shield protection antivirus blocks access to the Autodesk executables acad.exe and revit.exe.
What This Article Helps With
This article applies to Pinnacle Series administrators and users when a tool link connected to an Autodesk product does nothing after it is selected. The behaviour is likely linked to the antivirus software installed on the computer. The steps below describe how to allow the Autodesk executable in Webroot SecureAnywhere.
What You Might See
- Nothing happens when you select a Pinnacle Series hyperlink that is connected to an Autodesk product (AutoCAD, Civil 3D, or Revit).
- After you shut down and restart the Autodesk product, the tool link works the first time but does not work on subsequent attempts.
- The problem occurs in most, if not all, web browsers.
How to Fix It
If the computer uses Webroot shield protection antivirus:
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In the system tray, select Webroot.
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In the Webroot SecureAnywhere window, select the gear icon next to Identity Protection.
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Select the Application Protection tab.
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In the Allow column, select the option on the row for acad.exe.
- Select a Pinnacle Series tool link again and confirm that the Autodesk product responds to the link on repeated attempts, without restarting the Autodesk product.
Helpful Tips
- Webroot shield protection may block access to both acad.exe and revit.exe. The documented steps show the Allow setting for acad.exe only.
- The documented steps apply to Webroot. The available documentation does not describe equivalent steps for other antivirus products.
Common Questions
Why does a Pinnacle Series tool link work once after I restart AutoCAD, Civil 3D, or Revit, but not again?
The documentation links this behaviour to antivirus software, most specifically Webroot shield protection blocking access to Autodesk executables. The available documentation does not explain why the link works only the first time after a restart.
Does this problem happen in only one web browser?
No. The problem occurs in most, if not all, web browsers.
What should I do if I do not use Webroot?
The behaviour is likely linked to antivirus software in general, but the documented steps cover Webroot only. If you use a different antivirus product and tool links still do not work, log a support ticket.