Infinitely Loading When Opening Assemblies

[cstarker6VCG4]

Inventor has developed the lovely habit of loading infinitely, requiring a hard close, when opening assemblies from either Vault or the model tree. Memory and CPU usage remains normal. I can't wait to see if it will resolve unattended and am forced to restart Inventor to fix it which is not guaranteed. There is no error message or pattern to this other than it happens about every fifth open. Of course, this is insanely disruptive.

I assume the latest patch was the cause.

[cstarker6VCG4]

I think I need more specifics regarding your request. A log of everything will take too long to generate (I'm doing this during work hours) and will contain millions of events.

I can't really wait so I sent you a 50% log anyway.

[cstarker6VCG4]

I'm replying here so there is a record of what was discovered over email.

WRSA.exe is behaving abnormally when Inventor is active, possibly when it's retrieving data from Vault. This executable is part of Webroot. I advise anyone who shares my issue to swap to another anti-virus application.

Thanks for the help.

[johnsonshiue]

Hi! Is there a way to whitelist Inventor.exe in the Anti-Virus tool?

Many thanks!

[cstarker6VCG4]

We are looking into whitelisting the entire Vault_local folder then Inventor's root directory.

I have no idea why this says I marked this as solved. I did no such thing. It's still unsolved.

[johnsonshiue]

Hi! I marked it as such since the culprit has been identified.

Many thanks!

[cstarker6VCG4]

Webroot is not confirmed to be the cause. I said, in my previous post, that Webroot is behaving abnormally and that's it.

[cstarker6VCG4]

What happened to my last reply on this?

We asked Webroot to whitelist Inventor and Vault. Assuming they actually did so, Webroot is not the cause. The freezing is still happening. What next?

[CGBenner]

@cstarker6VCG4 Are you able to share any sort of dataset that behaves this way for others here to have a look at?  Have you tried opening the troublesome files with Webroot temporarily disabled, just to be certain?

[cstarker6VCG4]

Affected files are not my IP. Tell me how to dump process info during a freeze and work from there.

Vault is now failing to automatically pull the latest version of children, either manually or automatically. Right Click > Refresh in the Vault tree frequently doesn't work. A temporary work-around is to have Vault delete locals on check-in, so the only possible file to grab is the master. This particular issue does not need solving because deleting locals on check-in should be standard workflow. This might be a symptom of the greater issue.

Disabling Webroot is a no-go by order of our IT guy. He says, paraphrased, "it's not my responsibility to get Autodesk's products working" which is a garbage response when we have one ME workstation left without this problem. That workstation remains usable because we keep it disconnected from the internet (not Vault server) to force-prevent updating. He has never dealt with enterprise-level software with this many bugs, so he is sort of in denial. Let's forget about disabling anti-virus for now.

[johnsonshiue]

Hi! There are multiple checks to enforce licensing compliance regularly. I am wondering if there is a way to whitelist *.autodesk.com URLs in the network security tool.

Many thanks!

[cstarker6VCG4]

This is still happening. Inventor is frozen as I speak. Please, what do I look at to find out what is hanging it up?

Webroot has Inventor and Vault as whitelisted.

[johnsonshiue]

Hi! If possible, please share the latest Microsoft Process Log with me (johnson.shiue@autodesk.com) directly. I would like to find out what happened behind the scene during the hang.

Many thanks!

[cstarker6VCG4]

I emailed you another log file. This is very big, 20 GB. Let me know you want a filtered one.

[johnsonshiue]

Hi! Many thanks for recording and sharing the log file! Without disclosing the detail of the log, I can share my findings here. It seems that the ipt file you are trying to open is very big or the hard drive is not as fast as it should be. Somehow it takes a very long time to open the ipt file.

How big is the ipt file?

Thanks again!

[cstarker6VCG4]

@johnsonshiue

The IPT is very small, 451 KB. It's a model of a zip-tie.

[cstarker6VCG4]

So far, there is no movement in our IT department regarding my request to whitelist Inventor in Webroot. That may never happen.

I attached a crash report because Inventor also crashes sometimes when refreshing files from the Vault tree. This isn't a new issue but I thought it might be related to Webroot messing with communication to Vault. Inventor has so many problems that I have to take it one at a time.

[johnsonshiue]

Hi Colin,

I have downloaded the crash report file and removed it from your posting. A crash report may contain your personal and system information. Please do not post it in a public forum.

I will take a look and share my findings.

Many thanks!

[johnsonshiue]

Hi! The particular crash seems to be Vault related. Please submit the crash report to our system. We do have dedicated team members looking at the reports and try to resolve the crashes.

Many thanks!

[cstarker6VCG4]

You'll be getting plenty more where that came from. This isn't my PC so I don't care what is posted as long as it's not intellectual property of my employer. Sending a crash report to a private company like Autodesk is just as risky as putting it on a forum.

[johnsonshiue]

Hi Colin,

It is your choice to submit the crash report. But it is my responsibility to ensure our user data isn't publicized.

Many thanks!