Web & Mobile not working - unknown error

[neudeckj]

When I click on “open from web & mobile” or “save to web & mobile” in AutoCAD Plant 3D 2019 I get a message saying “an unknown error occurred”.  Also, when I click on the “AUTOCAD – Web Application” under my products and services, it takes me to the website https://web.autocad.com/#/ but it’s just blank.

I haven't been using web & mobile and wanted to give it a try.  Any suggestions how to fix?

[h_eger]

Dear @neudeckj,

everything works well

[neudeckj]

Thanks for the reply Hartmut.  However, I do have 64-bit google chrome and I still get the error I described.  Other suggestions?

[h_eger]

Dear @neudeckj,

You are logged in to your Autotesk account?

For me, it also works without Google Chrome only via the link.

[neudeckj]

Yes, I am logged in to my Autodesk account when I click on “open from web & mobile” or “save to web & mobile” in AutoCAD Plant 3D 2019 and I get a message saying “an unknown error occurred”.   Also, as I described, when I click on the “AUTOCAD – Web Application” under my products and services, it also takes me to the website https://web.autocad.com/#/ but it’s just blank.

[pendean]

Dumb question: has this ever worked for you but just topped today?
Q2: if today is the first time you tried it ever... Are you on a maintenance subscription? or is this part of an AEC Collection?

[neudeckj]

I've never actively used web & mobile.  I don't recall specifically if I ever clicked on it in the past just to take a look at it, but I hadn't recently.  We have an AutoCAD Plant 3D subscription that this is included with.  Under my products & services it specifically shows "AutoCAD - mobile app Premium for subscription" and "AutoCAD - web application" as being included.

[pendean]

Can you log in and upload files on the web using Google Chrome with your Autodesk account log-in credentials? Here is the direct link to the web variant and if you have Mobile APP premium you'll be able to do a lot more than just view DWG files https://web.autocad.com/#/filemanager.html

Remember, you have to be in Google Chrome only, no other browser, and not in Plant3D.

[neudeckj]

No.  I click on that link and I get a blank page.    I'm using google chrome Version 69.0.3497.100 (Official Build) (64-bit).  Let me know if you have any ideas what I can try.

[DGRL]

@neudeckj

Try to 'reset settings to default' 

Are you using Chrome in incognito mode?

Maybe you can reinstall chrome and/or Plant 3D (clean install)
Clean register with a regcleaner.

[neudeckj]

I tried reinstalling chrome, reinstalling Plant 3D, and running a regcleaner but still have the same issue.  Any other ideas?

[DGRL]

@neudeckj

ATM no sorry 

are you behing firewall?

Any influences of IT department?

[neudeckj]

OK.  Thanks.  I've been working with our IT guy and he doesn't know of anything that would be blocking it.  We tried turning off the firewall and the antivirus and connecting to a different network and still have the issue. 

[pendean]

Troubleshooting Google Chrome https://appuals.com/google-chrome-blank-or-white-pages/

Also worth trying from another PC outside of the office to confirm your login actually works and allows you into the service.

[neudeckj]

Thanks.   The page web.autocad.com/login page that I get in google chrome is no longer blank but when I click "Sign In" nothing at all happens.  I can't login on other PCs outside the office either.  I have the AutoCAD app on my android phone and that won't login either.  And clicking on Web & Mobile from Plant3D gives the error message.  It seems to be an overall problem with my account on the Autodesk side.  If you have any other suggestions to try let me know.

[DGRL]

@neudeckj

What error do you get?

Please screenshot

[neudeckj]

In Plant 3D 2019 I get this...

[hassand]

Hey there,

Do you happen to have a pop-up blocker turned on for this site? It sounds like it could be blocking the sign in dialog from appearing. 

Please let me know if changing your pop-up settings resolves the issue. If not, we will continue to investigate.

[neudeckj]

No. Popups are not blocked.

[mwn]

Hello,

Would you be willing to do a screenshare with one of our Engineers so we can see what's going on?  15-20 minutes of your time should be sufficient to debug.  

Best Regards,

-mike