topic Re: Issues with Desktop Connector in BIM 360 Support Forum

Issues with Desktop Connector

hydes — Thu, 16 May 2019 00:10:54 GMT

I am able to sign in and view files via the connector while I'm at the office (work) but when I come home and try to sign in and view the files I get this error message. "Requested service not available, the Autodesk service your are trying to access is unavailable, pleas wait a few minutes and try again" I looked for a new version of desktop connector but seems all links take me to the one I currently have installed.

Thanks for any assistance with this error.

Re: Issues with Desktop Connector

scott.a.green — Mon, 20 May 2019 16:36:08 GMT

@hydes

I've seen this happen often when the Desktop Connector app is out of date. I would first check and make sure you have the latest build installed (10.2.0.847). In the system tray, click the DC app icon and select "Help", then "Check for Updates".

There are a few other causes for the behavior that are less common:

Server security update needed.
Firewall blacklisted/blocking the a360 domain.
The time zone on your home computer is off by five minutes or more.
Your trusted site settings in Windows.
Files pending upload on the home computer may be locked which is blocking access to the service.
Your Windows User Profile is corrupted.
If using emulation, your Boot Camp may be the wrong version.
Internet Explorer may need to be updated.

See: Error: "Requested service not available" during Sign In in the Autodesk Desktop App

Please go through the above and let me know if that helps.

-Scott

Re: Issues with Desktop Connector

scott.a.green — Tue, 21 May 2019 17:30:36 GMT

@hydes

I haven't heard back from you, did the information I added in my last response help to resolve this issue for you? If not, would you send me your Desktop Connector log (you can PM me directly).

If my steps resolved this for you, please mark with "Accept as Solution".

Thank you,

-Scott

Re: Issues with Desktop Connector

hydes — Tue, 21 May 2019 17:58:21 GMT

I had a scheduled meeting with an Autodesk support technician this morning to look at this issue but the technician never joined me on the zoom conference call, so I was unable to correct the issue, I’m hopeful that the Autodesk tech will try to reach out to me but it hasn’t happened yet.

I had time set aside this morning to look at the issue but I will try again now and let you know if I can make the corrections you’ve posted happen.

I do have Desktop Connector version 10.2.0.847 but the desktop application is most likely out of date and I can’t seem to re-up that to the newest version, and when I look for the newest version of A360 it trunks me back to the BIM360 add-in.

Steve

Re: Issues with Desktop Connector

scott.a.green — Tue, 21 May 2019 21:15:39 GMT

@hydes

If you mean the A360 desktop sync app - we discontinued that quite a while ago, so we don't have any updates for it and we've disconnected it. So what we have as a replacement is the Desktop Connector for BIM 360.

See: A360 Desktop Retirement - June 19th, 2018

Let me know if you need any further help with this. If you still aren't getting any callbacks, PM me and I can check in on the agent that was scheduled to call you.

-Scott

Re: Issues with Desktop Connector

hydes — Wed, 22 May 2019 11:54:29 GMT

Well that's partly why I'm confused, seems there are three items that are being referenced with this error message. I'll see if I can explain what it looks like on my end. The cloud folder of BIM360 that is listed as a drive on my windows folder tree is what is working correctly when I'm on my pc at the office. When I take that same pc to my home to work, the bim360 folder doesn't work and I get an error message from "A360" reading that I should "try again in a few minutes" then there is the "Desktop Connector Application" which I believe is the "BIM360 directory" syncing file. Then on top of all those items is the "Autodesk Desktop Application" that tells me when there are updates to my Autodesk software.

1) I can sign in with the Desktop Connector at work and the BIM360 folders will sync the files in the cloud. This version is 10.2.0.847

2) I can sign in to the Autodesk Desktop Application at work and at home no issues there, version 7.0.15.17

3) I can not sign in to the Desktop Connector at home and receive an error message from "A360" that I should try again in a few minutes.

I read the instructions to delete the webservices folder and restart AutoCAD but in trying to do so I receive a message from windows that the folder can not be deleted because there is still a file using it. I've looked to see if I need to update Autodesk Desktop Application and I haven't found that yet.

My confusion is if A360 is no longer needed why am I receiving an error message from A360 when I'm trying to sync my files using BIM360 or the Desktop Connector? Should I delete the A360 application? Exactly which one am I trying to find an update for?

Re: Issues with Desktop Connector

scott.a.green — Thu, 23 May 2019 00:02:46 GMT

@hydes

So it was the exact same machine, but a different network, and you confirmed that the device was connected to the internet and other applications are connected (Autodesk Desktop App recognizes its online and pulls your update/install info) is that correct?

Could you send my a private message with the Desktop Connector logs?