Can't open files on mobile browser

[pedro_henriquesS6G5Y]

Hello,

I can't open dwf files on https://drive.autodesk.com from my mobile phone. They are listed but when I try to open it, it hangs. Already tried different browsers (Chrome, Edge, Firefox) and always have the same result. Is there any configuration needed on the browser to manage to open the files?

Thanks,

Pedro

[pendean]

Set your browser(s) to "REQUEST DESKTOP WEBSITE" then try again, you have to get there first, your issue is likely DRIVE is not "mobile" browser capable, full desktop browsing is required.

[pedro_henriquesS6G5Y]

Hi @pendean 

Thanks for the reply. 

I've tried the desktop view but it doesn't present a solution:

1. Layout not valid for mobile;
2. It does not show drawing in portrait mode.

It seems that Autodesk Drive uses Autodesk Viewer to show the drawings and I can actually see the drawings using 

https://viewer.autodesk.com/.

At https://drive.autodesk.com/, where states that "Access your design files from anywhere, on any device." I was hoping to open the drawings on a mobile browser. I didn't find any full desktop browser requirement to use  https://drive.autodesk.com/  or  https://viewer.autodesk.com/.

Could it be a bug issue? I see a lot of errors when using the Inspect feature of the desktop browser.

Thanks,

Pedro

[pendean]

@pedro_henriquesS6G5Y I don't know about any of that guesswork on your part, I don't work for Autodesk, I'm just a frequent end user.

DRIVE seems to work just fine for me on my iPhone in the Safari Browser to open my own functioning DWF files: there is a pause/slight delay at the final reveal just like the less-noticeable delay on my desktop.

[pedro_henriquesS6G5Y]

Thanks, @pendean . I will try the Safari browser on iOS, since there isn't any for Android. 

Anyone else is experiencing the issues describe on Android mobile devices?

Pedro

[pedro_henriquesS6G5Y]

@pendean I've tried Safari on iOS and had the same problem: it hangs and doesn't open the file...

[pendean]

@pedro_henriquesS6G5Y That's not good. Can you open the file from a Desktop Webbroswer? I don't seem to be having any issues with any DWF / DWG files that we create in our offices.

[pedro_henriquesS6G5Y]

Yes, if using the full desktop screen. If I reduce the browser screen, simulating a mobile display, and the Autodesk Drive resizes automatically adopting the mobile website layout, it hangs as shown in the attached video screen recording (Edge browser).

It seems to be issues associated with the mobile layout. Hopefully, Autodesk is aware... Is there any way to report the issue?

[pendean]

---

@pedro_henriquesS6G5Y wrote:

...Is there any way to report the issue?

---

https://www.autodesk.com/support/contact-support 

[knotthere]

Thank you for the report. We have had reports of certain models not loading properly on Mobile - but I am not able to reproduce this. If you have a sample model you can share that exhibits the problem, we might be able to figure out what's going on.

[pedro_henriquesS6G5Y]

Thanks, @pendean , I will report it.

Hi, @knotthere , I don't think it has anything to do with the hardware or the browser. I've tried with Chrome, Edge, Safari and Firefox, on iOS, Android and Windows and it presents always the same behaviour: when the page is on mobile view it hangs, not only the tab with the drawing that I try to open but all Autodesk Drive tabs opened in the same browser session. I attach I video showing the behaviour described, using an Incognito session on Chrome browser (Version 112.0.5615.50 (Official Build) (64-bit)), where I first manage to open the drawing while the size window is "desktop view" and then slightly resize to "mobile view" while trying to open the same drawing and it all hangs. Hope this helps you reproduce the issue. 

[knotthere]

If you can provide the model (original .dwf) or a public link to it, we can try to reproduce the problem. If we are able to reproduce the problem, we can then try to fix it. Thanks!

[pedro_henriquesS6G5Y]

Hi @knotthere , here is a sample of a file that I can't open on mobile view: https://we.tl/t-PMXyCySSHe

Meanwhile, I have been testing with other files from other sources and there are files that work just fine. Could it be because of the way the drawing is built? Some features that are on or off? The way the dwf is saved? Maybe you can track the issue. Thanks 

[knotthere]

Thank you for the sample model. Yes, I can confirm there is an issue viewing this DWF on an iPhone. Having the DWF will help us find the root cause.

[pedro_henriquesS6G5Y]

Hi, @knotthere . Thank you for the assistance. I noticed that removing one of the two pages in the sample I sent works fine. If I re-append the second page the app hangs again. I hope this information helps.

[pedro_henriquesS6G5Y]

Any suggestion on how to solve it?

[knotthere]

Unfortunately we have not identified any workarounds at the moment.