Can't visualize file

[PLM-Sylvain.Bailly]

Hello everybody, it's me again 🙂

I have a problem in Fusion Team (I hope I'm in the correct place). When I put some files in a project, I can't visualise the preview.

I think that Fusion Team works like Vault. There is a "job processor" behind which generate a visualization file. I try to solve the problem and for me I think that if the file is in read only or if we the modification is protected, the "job processor" can't create the visualization file.

Note: The visualization file for q .docx is q .pdf?!

Do you see another reason?

Cheers,

Sylvain

[Bud_Schroeder_ADESK]

Hi Sylvain,

Thanks for posting your question to the forum. I just uploaded a DOCx and it worked fine. What happens if you click on it, does it open for viewing? If not, try removing it and uploading it again to see if there was just a hiccup that caused it not to complete the first time.

Thanks and please let us know how this goes.

[PLM-Sylvain.Bailly]

Hi Bud,

When I click on the file, the file can't be opened. I can't visualize it. It is loading since 3 days now.

I do lot of upload and for some of them, the problem appears as you can see in the attachment. I can try to upload it again, sometimes it works and I can see the file but sometimes not.

THanks for helping us.

[Bud_Schroeder_ADESK]

Thanks Sylvain for the update.  Can you try downloading and re uploading one of the DOCx files to see if that works?  If that fails, is it possible for you to share one of these files with us?  You can use the Megaphone in the lower right corner of Fusion Team to send in the link.  Just send it to attention Bud Schroeder and I will get it. Make sure it's a public share with download enabled. 

Thanks in advance for trying to re upload the file first and if that fails for sharing it with us. 

[PLM-Sylvain.Bailly]

Hi,

I have downloaded the file and uploaded a new version. The visualization works this time (15 seconds between the update of the new version and the visualization correct of the file).

I can't say to the users that if the visualization doesn't work, you are obliged to update it again as a new version because something goes wrong. We can't found the problem to fix it?

I can share the file. It is a test file (see attachment).

Thanks,

Sylvain

[Bud_Schroeder_ADESK · Accepted solution]

Hello Sylvain for the update.   There could be multiple reasons this happens, a slow internet connection and something happened to the file while being uploaded that causes the file not to do what we internally call translate for viewing. There could even be an issue between the Autodesk service and your Internet provider, so this can happen from time to time and be outside of our control. The best bet is to delete the file and re upload it. 

I will also share your feedback with the team and thanks for working with us to sort out that re uploading the file resolved this.   

[PLM-Sylvain.Bailly]

Hi,

I don't think that it is an Internet problem (see test in attachment) 🙂

Thanks Bud

[Bud_Schroeder_ADESK]

Thanks Sylvain,

That is your speed in your office, the issues can be between your office and the Autodesk cloud service. Think of it like a highway between you and home, there are a lot of variables that can happen between the two locations and some days it's a great commute and some days there are issues.

I also shared all this with the team to see if they have any ideas as well.

Hope this helps and thanks for getting back to us on this.

[Rajesh_Suga]

@PLM-Sylvain.Bailly

This file has successfully uploaded but failed at converting for Viewing. We have some 3rd party integrations to convert these files for successful viewing. Escalated this issue to our partners for further analysis. Good that subsequent uploads of this file is working fine.

Thanks for reporting this issue to us. I will keep you posted if there is any more update on this issue.

Thanks!

[PLM-miguel.correia]

Hello Rajesh,

I am a colleague of Sylvain and I am facing a problem of visualization with PDF files for the Viewer role project members.

It is very annoying as we need to share drawings and documents with external persons and we do not want to give them the Editor role.

I have already tried to download and upload the files several times but without success.

If I am not mistaking, the Viewer role project members do not have the permission to download files.

However, I have noticed that word files (doc, docx) have no problem of visualization for Viewer role project as they generate an automatic download of a PDF from the word file.

As we share some documents but also some drawings in PDF can I ask you which kind of extension files you recommend for Viewer role project members?

Thank you for your help.

Best regards,

Miguel

[paul.clauss]

Hi @PLM-miguel.correia

Thanks for reaching out. I'm looking into this issue with @PLM-Sylvain.Bailly in a direct email case. To sum up what we've seen so far, I think the inability to view Excel and Word documents in Fusion Team is a bug in your hub, but I've been unable to reproduce it in my own hubs. I'd like to get a copy of one of the problem files and have reached out to Sylvain about that.

While the web viewer is optimized for CAD data, all of these files should be viewable. Can you clarify which specific filetypes you are having problems with? It sounds like PDF is the problem for you, but Excel and Word seem to be the problem for Sylvain.

[PLM-miguel.correia]

Hi Paul,

actually I do not have persistent problems with any kind of files when the user role is Editor.

What we are facing is an inconsistent behavior of Fusion Team as some files appear on the activity window with an exclamation point.

However I have a persistent problem with PDF files when the user role is set as Viewer. I have already raise this issue in the forum 10 months ago in a post from Sylvain (https://forums.autodesk.com/t5/fusion-team-forum/can-t-visualize-file/m-p/7478427#M1015) and I also have create another post (https://forums.autodesk.com/t5/fusion-team-forum/project-member-with-viewer-role-can-t-visualize-pdf...).

According to Bud Schroeder answer it seems to be a known limitation and he explained me there was no ETA at the moment of his answer.

I hope it clarifies the issue, but let me know if you need additional information.

Best regards,

Miguel

[paul.clauss]

Hi @PLM-miguel.correia

Thanks for the response and the links to the old posts. The issue you discussed regarding folks in the viewer role and PDF file is still being investigated by development - we apologize for this inconvenience. I've left a note with the development team with your comments on the thread.

With regards to the problems @PLM-Sylvain.Bailly has brought up in our case with DOCX and XLSX files, I have still been unable to recreate the issue and would still like to gather one of the DOCX or XLSX files that is giving you problems to test on my end.

[PLM-miguel.correia]

Hi Paul,

I can only find an xls file (I will send it separetely on a private message).

I have identified several docx files but I can't share them as I'm not the owner and I don't know if their content can be shared. Furthermore I have downloaded several files (xls, docx and also txt) with this problem regarding the visualization (exlamation point) and I re-uploaded them into another project and I didn't reproduce the issue.

Let me know if you need additional information.

Best regards,

[Christian_Garimberti]

Hi everyone,

I have the same problem with my docx files.

But not only docx, also doc and othee office formats like xls and ppt.

Maybe something in the docx file? not all the docx files that i upload have the problem.

i can share a project for testing if necessary.

Thanks

Chris

[paul.clauss]

Hi @PLM-miguel.correia, @PLM-Sylvain.Bailly, @Christian_Garimberti

Thanks for posting. While I was unable to reproduce the exact behavior you have experienced, I did see a number of problems with the Excel file that @PLM-miguel.correia sent over my way. I've logged a ticket with our development team (internal reference ATEAM-16231) to investigate this behavior.

It looks like the problem files sometimes have no issues when uploaded to a different folder. Because of this, it appears the problems occur with specific datasets in specific locations in team hubs (I had no problems whatsoever with the problem file in my personal hub). The development team will be looking into this - we appreciate you bringing it to our attention and apologize for any inconveniences it may cause you.

Please let me know if you have any questions - I am happy to provide an update on the progress of the dev team anytime you'd like to reach out on this thread.

[Christian_Garimberti]

News about this problem?

Thanks

Christian

[paul.clauss]

Hi @Christian_Garimberti

Thanks for reaching out. While we don't have a fix at this time, the development team is continuing to research the root cause of this behavior. This may take some time and I would not expect an immediate solution, but am happy to keep you updated with any new information whenever you'd like an update.