Solved: Desktop Connector Not Working

BlairmackNZ · ‎03-18-2018

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.

patrick.beattie · ‎03-20-2018

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

BlairmackNZ · ‎03-20-2018

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

patrick.beattie · ‎03-21-2018

Hi @BlairmackNZ,

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

Go to "Uninstall a program"
Find Autodesk Desktop Connector
Right-click > Uninstall/Change
Repair

Does this finish successfully?

Let us know if you have any questions or comments.

Best regards,

Patrick B.

Global Product Support

BlairmackNZ · ‎03-21-2018

Hi Patrick
I have done this previously and no error messages but still no icon in taskbar.
Blair

patrick.beattie · ‎03-22-2018

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

BlairmackNZ · ‎03-22-2018

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

patrick.beattie · ‎03-23-2018

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

s.odwyer · ‎03-23-2018

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

BlairmackNZ · ‎03-23-2018

Hi Patrick I'll post a link to download these.
https://cadesignz-my.sharepoint.com/:f:/g/personal/blair_cadesign_nz/EhmzI4kRA4xBmML61Hxg_mQBfQCSwR1...
Thanks

john.koerner · ‎03-26-2018

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

BlairmackNZ · ‎03-26-2018

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

john.koerner · ‎03-26-2018

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.

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

BlairmackNZ · ‎03-26-2018

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...

john.koerner · ‎03-26-2018

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

BlairmackNZ · ‎03-26-2018

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

patrick.beattie · ‎03-27-2018

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

Yao.Lin · ‎05-03-2018

I'm having connection errors as well.

s.odwyer · ‎05-03-2018

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

Yao.Lin · ‎05-03-2018

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.