Mobile App error

[Anonymous]

Receive this error message recently when attempting to load a drawing into the Mobile App. it had been working like a charm.

john.vellek has embedded your image(s) for clarity

[john.vellek]

Hi @Anonymous,

I would like to help if you can explain the steps you took just prior to seeing this error message.

I see a plot warning in the lower right of your screen and the Recovery Manager in the left side.  Were you trying to open from Web after a plot or did you do something differently?  If you try to access the drawing from a web browser does that work properly?

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

Hello John ,

thank you for replying, yes the steps are - simply once i have the drawing opened, i hit the web mobile icon on the tool bar to load the desired drawing into the mobile app. those other things you saw are unrelated to the issue, they just  happened to be open during the screen shot. i have attached another screen shot without those and it still give me the same error. appreciate and direction you may have- thanks. I am not sure what you mean access the drawing from a web browser, unless you mean the (autocad mobile app) web app, i can not load them there either, or access previous loaded drawings. 

i have attached a my comouter info, which is another issue, these application crashes daily, hence the recovery windo being opened. 

Our work issued computer is a surface   

Keith  

[john.vellek]

Hi @Anonymous

When you save to Web from AutoCAD, the file is placed here: https://web.autocad.com/

You should be able to access this file on the Internet using a Chrome browser.  It would be helpful to know that you can do so with your logon credentials.

I would like to see what is causing your crashes too in case it is preventing this from working properly.  When you experience a crash, do you have the opportunity to submit a CER crash report? If so, please submit it and then give me the report number so I can look at the report.  In addition, please prepare a NFO file for me to examine.

If your data needs to be private or confidential, please email it directly to me at john.vellek@autodesk.com and please include a link to this thread in your email.

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

Ok, thanks John, yes, i can access that, but i cant get the required drawing loaded into there, if that makes sense. 

Am i to be able to access these features via the autocad app? 

yes, i will send you the next crash report, thank you. 

Keith 

[john.vellek]

Hi @Anonymous,

When you have that site open in your browser, can you upload a file to it? If so, you might try uninstalling the Autodesk Save to Web and Mobile in your Programs Control Panel.

The next time you try to access the feature in AutoCAD you should be prompted to install the current version.

I would like to see your NFO too please. It might tell me why this is happening.

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

Thanks John, i can upload to there, so that certainly helps.  but let me go back to the original error message- I could in the past upload within the Autocad app, using the mobile buttons. i can't now- are you recommending I uninstall and reinstall the Autocad program as a fix?  

[john.vellek]

Hi @Anonymous,

Just uninstall the one application I show in my previous post. Not the whole AutoCAD application.

Once you have done that, try using the Save to Web and Mobile button and if successful, try the Open from Web and Mobile button.

Please let me know the results.

[Anonymous]

ok, thank you John, i really appreciate your assistance, and direction. i will forward to our IT crew to complete this at some point soon. 

regards 

[john.vellek]

Hi @Anonymous

Keith, can you also share your logs with me so I can take a look?

They can be found in a place such as this:

%TEMP%\SaveToWebMobile and will be named something like filesdk#.log  (where # is usu 0->4)

Another suggestion that I received from the team is to clear out bad cached data.  You can do this by quitting AutoCAD and then removing the folder for Webmobile (%localappdata5\Autodesk\WebMobileData). Prior to removing it, if you are willing to share the information, you could zip up the folder before deleting it. Then, send me the zip and the drawing you are trying to utilize. I can then forward this to the team for them to examine.

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

Hello John, 

May I trouble you again? I loaded a drawing via the desktop site (online, internet ) to edit on my mobile device. Ii made field edits on the mobile device, but they they do not show up on the desktop site, only on the mobile device. My work around was to email the drawing to myself from the mobile device- to save the edits on my computer in the projects file. Your thoughts?

regards 

[john.vellek]

HI @Anonymous,

If I understand correctly, you are using AutoCAD Web on your mobile device to modify a drawing on the web. Then, you go to your desktop computer and then using the OpenFromWebMobile icon on the QAT to access the file but it does not show the most current one.

It sounds like there might be some sort of versioning issue.  How large are the file(s)? Can you share them with me so I can test on my side? john.vellek@autodesk.com is my email account.

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

thanks John, appreciate your  assistance. i do think you have idea of what is going on. i upload the drawing to the web site, access it via the mobile app on the ipad, and when I come back to the desktop version , the edits are not there, they are; however, on the mobile device app. 

I am not sure what you want me to send you? 

Keith 

[john.vellek]

Hi @Anonymous,

I have contacted that team to see if they can check your account for any anomalies.  If it looks good on that side I was hoping to test your files on my side.  Let's see how the account looks and then we can try some additional steps.

Please send me a PM if you don't hear from them in the next day or two (business days).

Please select the Accept as Solution button if my post solves your issue or answers your question.