Desktop Connector Not Working

BlairmackNZ
Advocate

Desktop Connector Not Working

BlairmackNZ
Advocate
Advocate
‎03-18-2018 12:15 AM

Hope someone can me help here.

 

I am unable to start Desktop Connector on my laptop and heading away on business so getting worried as I need it working as there are many linked cad files in my Revit model that are stored on desktop connector and pathed there. It has all been set up on my PC which works really well with Desktop Connector.

 

I have done extensive searching online but to no avail. The service says it is running but there is no icon in the taskbar tray to click on. I have tried starting Autodesk\Autodesk Desktop Connector but nothing.  I have stopped the service and restarted it, restarted the laptop etc etc. I have spent many hours trying to sort this today but would really appreciate some help. Using version 5.0.0.593

 

I have tried uninstaling it but I am unable to do this as I get an error 0x80070643 - Fatal error during installation

 

Thanks Blair.

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patrick.beattie
Alumni
Alumni
‎03-20-2018 05:34 AM

Hi @BlairmackNZ,

 

Thank you for posting to the BIM 360 Team Forum.  I understand that you are having trouble with Desktop Connector not working.

 

Are you able to provide some additional information:

  • Do you see the BIM 360 Team icons in your File Explorer?
  • Can you successfully login to the BIM 360 Team web application from the laptop?
  • When you installed Desktop Connector, did you get any error messages?
  • What Operating System are you using and what update are you on for that system?

Let us know if you have any questions or comments.

 

Best regards,

Patrick B.

Global Product Support

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BlairmackNZ
Advocate
Advocate
in reply to patrick.beattie
‎03-20-2018 12:49 PM
Hi Patrick

Thanks for the reply. No I am unable to see the BIM360 icons in Widows File explorer, and yes I can login to the website and seem my Hub and projects etc.

I don't recall any error messages when installing. I am using Windows 10 latest 1709 build 16299.125.

I hope you are able to help me with this as I'm now away on business and can't open my projects as all my linked files are missing other than those Revit linked files I can link through Revit's BIM360 link.

Thanks,

Blair
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patrick.beattie
Alumni
Alumni
in reply to BlairmackNZ
‎03-21-2018 06:33 AM

Hi @BlairmackNZ,

 

I'm following up with regards to your last message.  Are you able to run a Repair on the Desktop Connector?

 

  1. Go to "Uninstall a program"
  2. Find Autodesk Desktop Connector
  3. Right-click > Uninstall/Change
  4. Repair

Does this finish successfully?  

 

Let us know if you have any questions or comments.

 

Best regards,

Patrick B.

Global Product Support

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BlairmackNZ
Advocate
Advocate
in reply to patrick.beattie
‎03-21-2018 11:43 AM
Hi Patrick
I have done this previously and no error messages but still no icon in taskbar.
Blair
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patrick.beattie
Alumni
Alumni
in reply to BlairmackNZ
‎03-22-2018 05:26 AM

Hi @BlairmackNZ,

 

During the Uninstall attempt, are you able to grab the log file that it provides?  You can send the Log file to me through a Private Message and we can take a look.

 

EDIT:  The error message "0x80070643" could be related to a failing .NET Framework install.  Please try to re-install .NET as outlined in How to remove and reinstall the Microsoft .NET Framework.

 

You can also try using the Microsoft Fixit tool to do a clean uninstall of the program.  After that, clear your %TEMP% folder and then reinstall Desktop Connector. 

 

If there are any error messages during the installation, please make note and provide any screenshots that you capture. Let us know if you have any questions or comments.

 

Best regards,

Patrick B.

Global Product Support

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BlairmackNZ
Advocate
Advocate
in reply to patrick.beattie
‎03-22-2018 01:06 PM
Hi Patrick
Fixit said it had resolved the problem so I uninstalled without an error. I restarted the laptop then tried to reinstall Desktop Connector and got the error message shown in attached capture. I have also attached the log file.
Thanks for your help
Blair
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patrick.beattie
Alumni
Alumni
in reply to BlairmackNZ
‎03-23-2018 06:04 AM

Hi @BlairmackNZ,

 

Just following up.  I didn't see any attachments to this post.  Are you able to provide those files again?  

 

If you are having trouble uploading the files, what does the screenshot of the error display?

 

Let us know if you have any questions or comments.

 

Best regards,

 

Patrick B.

Global Product Support

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s.odwyer
Collaborator
Collaborator
in reply to BlairmackNZ
‎03-23-2018 07:44 AM

HI Blairmack.

 

Try removing yourself from the project and then adding yourself again.

Then signing out of the desktop connector on the toolbar and signing in again. Refresh drives and see if it returns.

 

Sean

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BlairmackNZ
Advocate
Advocate
in reply to patrick.beattie
‎03-23-2018 01:03 PM
Hi Patrick I'll post a link to download these.
https://cadesignz-my.sharepoint.com/:f:/g/personal/blair_cadesign_nz/EhmzI4kRA4xBmML61Hxg_mQBfQCSwR1...
Thanks
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john.koerner
Autodesk
Autodesk
in reply to BlairmackNZ
‎03-26-2018 02:32 PM

Hi Blair,

 

Based on the logs, it looks like it is failing to download the Visual C++ Runtimes from Microsoft's site. Is it possible that a firewall or proxy server are preventing the automatic download?

 

The file it is trying to download in this case is:

https://download.microsoft.com/download/2/E/6/2E61CFA4-993B-4DD4-91DA-3737CD5CD6E3/vcredist_x64.exe

 

Thanks,

 

John Koerner
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BlairmackNZ
Advocate
Advocate
in reply to john.koerner
‎03-26-2018 02:44 PM
I have run this file from your link and on laptop came up with a repair or uninstall option, so ran the repair option. It says setup successful. I have then run the Desktop Connector install again and it says installation completed successfully. I have then stopped and restarted the service, but to Icon is still not showing in the taskbar, nor is the BIM360Team icon in Windows explorer. Do you have any suggestions what I should do now?

Thanks, Blair
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john.koerner
Autodesk
Autodesk
in reply to BlairmackNZ
‎03-26-2018 04:16 PM

Here are a few things we can try:

 

1. On Windows 10, sometimes the Tray icon will get hidden behind the up arrow.  If this is the case, you can click and drag it to the clock area to have it always appear there.

HiddenIcon.png

 

 

 

 

 

 

 

 

 

 

 

 

 

2. If the icon is not there at all, we will have to get the logs from your machine to determine what is happening. If you browse to C:\Program Files\Autodesk\Desktop Connector , there is an application called DiagnosticsLogCollector.exe.  Run that, it should generate a zip file that you can send to us.  

John Koerner
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BlairmackNZ
Advocate
Advocate
in reply to john.koerner
‎03-26-2018 04:24 PM
I'm aware that the taskbar hides unused icons and it is not showing. Here is a link to the log file.
https://cadesignz-my.sharepoint.com/:f:/g/personal/blair_cadesign_nz/EnQCVO8NvSdHnTKHPWOU6pMBYOn7gPH...
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john.koerner
Autodesk
Autodesk
in reply to BlairmackNZ
‎03-26-2018 04:59 PM
Accepted solution

Looking at the logs, one thing I noticed that could cause some problems is that your user.config file appears to corrupt. In windows explorer, if you paste the following path into the explorer bar, it should take you to the location of the user.config file.

 

%localappdata%\Autodesk\DesktopConnector.Applicat_Url_3jj2w2iynvqiiebej5jo1rt0nhfjfaur\5.0.0.593

 

Once there, you can rename the existing file to user.config.old and then attempt to restart the product.  That should recreate the user.config.

 

One follow up I do have is that this should have raised a Customer Error Report (CER).  Do you have CERs disabled on your system?

John Koerner
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BlairmackNZ
Advocate
Advocate
in reply to john.koerner
‎03-26-2018 05:12 PM
Hi John
Thanks very much for your help. The config file removal seems to have fixed the issue. I restarted laptop the started Desktop Connector. It said initiating services when I hovered over the taskbar icon and timed out and closed the app 2 times. On the third attempt to restart it it finally bought up the dialog that you hit the arrow 3 or 4 times and it says you're ready to go. Now it seems to be working ok so thanks for your help, much appreciated.

Blair
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patrick.beattie
Alumni
Alumni
in reply to BlairmackNZ
‎03-27-2018 04:41 AM

Hi @BlairmackNZ,

 

I just wanted to follow up with you on this post.  If the information provided by @john.koerner resolved your issue, please choose Accept as Solution so that other community members are able to find the answer as well.

 

Please let us know if you have any questions or comments.

 

Best regards,

Patrick B.

Global Product Support

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Yao.Lin
Explorer
Explorer
in reply to john.koerner
‎05-03-2018 08:09 AM

I'm having connection errors as well.

AutodeskDesktopConnectorDiagnostics 2018-05-03 08-07-51.zip
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s.odwyer
Collaborator
Collaborator
in reply to Yao.Lin
‎05-03-2018 08:18 AM

Hi There.

Are you invited on the platform as a role or a username?

I found that if you apply permissions to top level by username it rectifies the desktop connector. 

 

Sean

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Yao.Lin
Explorer
Explorer
in reply to s.odwyer
‎05-03-2018 08:29 AM

I'm unclear of my how I was invited. I'm checking with our IT department. I know I'm getting the same error on other users PC. However, it works for them.

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We use AgrantSEM to deploy digital advertising on sites supported by AgrantSEM. Ads are based on both AgrantSEM data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that AgrantSEM has collected from you. We use the data that we provide to AgrantSEM to better customize your digital advertising experience and present you with more relevant ads. AgrantSEM Privacy Policy
Bidtellect
We use Bidtellect to deploy digital advertising on sites supported by Bidtellect. Ads are based on both Bidtellect data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Bidtellect has collected from you. We use the data that we provide to Bidtellect to better customize your digital advertising experience and present you with more relevant ads. Bidtellect Privacy Policy
Bing
We use Bing to deploy digital advertising on sites supported by Bing. Ads are based on both Bing data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Bing has collected from you. We use the data that we provide to Bing to better customize your digital advertising experience and present you with more relevant ads. Bing Privacy Policy
G2Crowd
We use G2Crowd to deploy digital advertising on sites supported by G2Crowd. Ads are based on both G2Crowd data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that G2Crowd has collected from you. We use the data that we provide to G2Crowd to better customize your digital advertising experience and present you with more relevant ads. G2Crowd Privacy Policy
NMPI Display
We use NMPI Display to deploy digital advertising on sites supported by NMPI Display. Ads are based on both NMPI Display data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that NMPI Display has collected from you. We use the data that we provide to NMPI Display to better customize your digital advertising experience and present you with more relevant ads. NMPI Display Privacy Policy
VK
We use VK to deploy digital advertising on sites supported by VK. Ads are based on both VK data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that VK has collected from you. We use the data that we provide to VK to better customize your digital advertising experience and present you with more relevant ads. VK Privacy Policy
Adobe Target
We use Adobe Target to test new features on our sites and customize your experience of these features. To do this, we collect behavioral data while you’re on our sites. This data may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, your IP address or device ID, your Autodesk ID, and others. You may experience a different version of our sites based on feature testing, or view personalized content based on your visitor attributes. Adobe Target Privacy Policy
Google Analytics (Advertising)
We use Google Analytics (Advertising) to deploy digital advertising on sites supported by Google Analytics (Advertising). Ads are based on both Google Analytics (Advertising) data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Google Analytics (Advertising) has collected from you. We use the data that we provide to Google Analytics (Advertising) to better customize your digital advertising experience and present you with more relevant ads. Google Analytics (Advertising) Privacy Policy
Trendkite
We use Trendkite to deploy digital advertising on sites supported by Trendkite. Ads are based on both Trendkite data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Trendkite has collected from you. We use the data that we provide to Trendkite to better customize your digital advertising experience and present you with more relevant ads. Trendkite Privacy Policy
Hotjar
We use Hotjar to deploy digital advertising on sites supported by Hotjar. Ads are based on both Hotjar data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Hotjar has collected from you. We use the data that we provide to Hotjar to better customize your digital advertising experience and present you with more relevant ads. Hotjar Privacy Policy
6 Sense
We use 6 Sense to deploy digital advertising on sites supported by 6 Sense. Ads are based on both 6 Sense data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that 6 Sense has collected from you. We use the data that we provide to 6 Sense to better customize your digital advertising experience and present you with more relevant ads. 6 Sense Privacy Policy
Terminus
We use Terminus to deploy digital advertising on sites supported by Terminus. Ads are based on both Terminus data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that Terminus has collected from you. We use the data that we provide to Terminus to better customize your digital advertising experience and present you with more relevant ads. Terminus Privacy Policy
StackAdapt
We use StackAdapt to deploy digital advertising on sites supported by StackAdapt. Ads are based on both StackAdapt data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that StackAdapt has collected from you. We use the data that we provide to StackAdapt to better customize your digital advertising experience and present you with more relevant ads. StackAdapt Privacy Policy
The Trade Desk
We use The Trade Desk to deploy digital advertising on sites supported by The Trade Desk. Ads are based on both The Trade Desk data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that The Trade Desk has collected from you. We use the data that we provide to The Trade Desk to better customize your digital advertising experience and present you with more relevant ads. The Trade Desk Privacy Policy
RollWorks
We use RollWorks to deploy digital advertising on sites supported by RollWorks. Ads are based on both RollWorks data and behavioral data that we collect while you’re on our sites. The data we collect may include pages you’ve visited, trials you’ve initiated, videos you’ve played, purchases you’ve made, and your IP address or device ID. This information may be combined with data that RollWorks has collected from you. We use the data that we provide to RollWorks to better customize your digital advertising experience and present you with more relevant ads. RollWorks Privacy Policy

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