Login Problems Infraworks 360

jnel · ‎11-06-2014

When I start Infraworks 360 I always get 2 message boxes with a Unable to Authenticate, the request time out, see the log file for details. Then it will bring up 2 login dialog boxes to sign in before you can log in. It works but is not exactly elegant doing a demo.

Anyone have the same issue

morgan.smith · ‎11-06-2014

I'm glad i'm not the only one. I'm using Windows 8.1 and InfraWorks 360 2015.2 (ver 15.2.56.0). Does someone know where the location of the log file so I can debug this issue?

Morgan Smith
Implementation Consultant

jnel · ‎11-06-2014

Logs will be in

C:\Users\xx_user_namexx\AppData\Roaming\Autodesk\Autodesk InfraWorks\logs\

The info in there are not very helpful

3947 [12520]: LoginManager.cpp(193): info: Refreshing access token...
18953 [12520]: LoginManager.cpp(759): info: **** LoginManager::OnTimeout
18953 [12520]: LoginManager.cpp(767): error: The request timed out.
19053 [12520]: LoginManager.cpp(759): info: **** LoginManager::OnTimeout
19053 [12520]: LoginManager.cpp(767): error: The request timed out.
23690 [12520]: LoginManager.cpp(733): info: **** LoginManager::OnRefreshedAccessTokenReceived
23690 [12520]: LoginManager.cpp(736): debug: AutodeskId:xxx@xxxxx.com
59681 [12520]: LoginManager.cpp(200): info: Refreshing access token timed out. Clearing login.
60083 [12520]: LoginManager.cpp(580): info: **** LoginManager::OnTemporaryTokenReceived
60084 [12520]: LoginManager.cpp(581): debug: Error :0
60084 [12520]: LoginManager.cpp(582): debug: Error Message:The request timed out.

Before it will go on to the normal login

morgan.smith · ‎11-07-2014

Thanks. My log file contains the same sequence of entries as yours.

I recall the problem started after registering my trial version of 2015.2. The date in my IW360P2015en_USRegInfo.html matches the timestamp of my first log file. Maybe Autodesk can shed some light on the problem. I will log a Case with Autodesk Support and see what answers I get.

Morgan Smith
Implementation Consultant

Anonymous · ‎11-13-2014

Quick update... Currently working through a list of possible fixes provided by Autodesk Support. Unfortunately none of the suggestions help resolve the problem. Will provide another update if/when I have a resolution. This is the list of suggestions made by autodesk if you would like to try them as well.

extract from support case....

The login issue could be related to the new Infraworks 360 build and/or install using an admin profile.

Firstly, let's try the registry. The registry for access into Infraworks 360 has to be set to True instead of False. If it is set to False instead of True, please make the switch and let us know if it resolves your issue.

Secondly, please disconnect and reconnect to your network. Then, set your LAN settings in Internet Explorer so it “automatically detects settings” rather than forces it to a specific proxy server. If it still doesn't resolve the issue, please try the following:
-Uninstall and install a fresh build
-Adjust your profile so it has Admin rights during the install. You can switch it back to a normal user after the install
-Clear out your DNS log settings during the network disconnect/reconnect

morgan.smith · ‎03-31-2015

Quick update.

Fingered crossed. The issue appears to disappear when I loaded the latest build if InfraWorks 360 2016.

Morgan Smith
Implementation Consultant