GLue Hangs on Startup

[salariua]

For more than a week now Glue has stopped working.

It hangs at the startup page:

No errors no messages. 

I have tried to install it from here:

https://b4.autodesk.com/BIM360Glue64bit/setup.exe

and I get "URLDownloadToCacheFile failed with HRESULT '-2146697208'"

Full log:

The following properties have been set:
Property: [AdminUser] = true {boolean}
Property: [InstallMode] = HomeSite {string}
Property: [NTProductType] = 1 {int}
Property: [ProcessorArchitecture] = AMD64 {string}
Property: [VersionNT] = 6.1.1 {version}
Running checks for package 'Microsoft .NET Framework 4.5', phase BuildList
Reading value 'Version' of registry key 'HKLM\Software\Microsoft\NET Framework Setup\NDP\v4\Full'
Read string value '4.6.00081'
Setting value '4.6.00081 {string}' for property 'DotNet45Full_TargetVersion'
The following properties have been set for package 'Microsoft .NET Framework 4.5':
Property: [DotNet45Full_TargetVersion] = 4.6.00081 {string}
Running checks for command 'DotNetFX45\dotNetFx45_Full_x86_x64.exe'
Result of running operator 'ValueEqualTo' on property 'InstallMode' and value 'HomeSite': true
Result of checks for command 'DotNetFX45\dotNetFx45_Full_x86_x64.exe' is 'Bypass'
Running checks for command 'DotNetFX45\dotNetFx45_Full_setup.exe'
Result of running operator 'ValueNotEqualTo' on property 'InstallMode' and value 'HomeSite': false
Result of running operator 'VersionGreaterThanOrEqualTo' on property 'DotNet45Full_TargetVersion' and value '4.5.50709': true
Result of checks for command 'DotNetFX45\dotNetFx45_Full_setup.exe' is 'Bypass'
'Microsoft .NET Framework 4.5' RunCheck result: No Install Needed
Launching Application.
URLDownloadToCacheFile failed with HRESULT '-2146697208'
Error: An error occurred trying to download 'https://b4.autodesk.com/BIM360Glue64bit/BIM360Glue.application'.

Any ideas on how to solve this?

[Luciane_Conceicao]

Hi Adrian,

It looks like you are having trouble downloading the new version of Glue desktop.

Can you access Glue web without issues?

Perhaps it would be a good idea to check if your firewall is blocking this download.

Please have a look at this article:

About System Requirements and File Compatibility

If this doesn't help I can send you the .exe file if you wish.

You could also try downloading the installer file using a different machine.

Another thing you could try is to reinstall Glue with these steps, however you still need  to download the installer file:

1. Check if there are any Windows updates that need to be installed

2. Uninstall programs related to Glue: Autodesk BIM 360 Glue, Autodesk BIM 360 Glue Launcher, and Autodesk BIM 360 Viewer from the Control Panel

3. Delete all folders that have "Glue" in its name from the folder %localappdata%\Autodesk\. To access the folder copy and paste this to your Windows explorer: %localappdata%\Autodesk\ and hit Enter

4. Delete the folder named "Horizontal" from %localappdata%\  (same procedure as above)

5. Delete the folder named "2.0" from %localappdata%\Apps  (same procedure as above) and restart the computer

6. Download the BIM 360 Glue installer file and place it on the desktop:

Windows 64-bit: https://b4.autodesk.com/BIM360Glue64bit/setup.exe

Windows 32-bit: https://b4.autodesk.com/BIM360Glue32bit/setup.exe

7. Make sure the folder C:\Users\<username>\AppData\Roaming\Autodesk has read/write access

8. Make sure standard TCP/UDP/IP ports 80 and 443 are not blocked by firewall, see the article I mention above.

9. Right-click the installer file and select "Run as administrator"

- If possible, ask your IT department to temporary disable the user account control (UAC) before installing the BIM 360 viewer.

Please let me know if this helps you.

Best regards,

Luciane

Luciane Conceição
Product Support Specialist
Autodesk, Inc.

[Luciane_Conceicao]

In addition, this may also help you:

BIM 360 Glue Software and Components Fail to Load or Function

Let us know if you still need assistance.

Best regards,

Luciane

[salariua]

1. Updates are forced daily and I can't see that being the problem. Will install them and give it another try.

2. Programs and Features (glue items removed)

Same for BIM items

3. AppData Local Autodesk

 

4. App Data Local (no Horizontal folder found)

5. Removed folder “2.0” from AppData Local Apps

7. Read Write access permissions exist

8. Cannot verify, need to log a support ticket with IT, but it was working in the past and it is working on other computers.

9. Although force at startup by IT, UAC is being disabled by a bat file I created. UAC is off

 

Will check with IT and get back to you.
Thank you Luciane.

[salariua]

I have problems accessing Glue Web, just different issues.

Internet explorer never passes the username screen:

Chrome has an error: "You are not enterprise admin user.., You'll be redirected to login page.."

[Luciane_Conceicao · Accepted solution]

Hi Adrian,

I am going to contact you via our support system to assist you with your log in issue.

Best regards,

Luciane

[salariua · Accepted solution]

after lots of trial/error I have used "BIM 360 Glue Launcher.exe" sent originally by the project admin to install Glue. It is all working now but I suspect the problem might be slow network and lag causing connection time-out.

It is working not and here are the properties of the installation file that worked in my case.

[Anonymous]

Hi,

The problem with using the administrator to install is that installs under the user who installed it, so it ends up in...

C:\Users\administrator\appdata\roaming\autodesk

And not...

C:\Users\user\appdata\roaming\autodesk

How can it be installed without giving the end user admin privileges?