Recap 360 Realviews not working.. yet again.

[jared.white]

It seems that all of our recap 360 Realviews projects are not working again.  We are getting the all so familiar spinning wheel of death.  We have customers calling and complaining.  This is one of the most important deliverables that we offer to customers, and it seems to be very unreliable.  Is this an Autodesk server issue?  Can you guys please address this for me?  

Thank you,

jw

[anil_mistry]

Hi @jared.white,

I really apologize for this behavior. Are you seeing this behavior on ReCap Web or in ReCap Pro (desktop). Any screen captures would be helpful for further investigation. 

Thank you and have a great day!

[jared.white]

It is the cloud based Realviews.  It is not just one. 

[jared.white]

It appears to happen to all of our sizable (50+ scans) jobs.  Jobs that have 10-15 scans will load but it takes about 10 seconds.  

[anil_mistry]

Hi @jared.white,

Thank you for your reply. I will forward this to development team for review. Please invite recap360@autodesk.com to one of your project for further investigation.

Thank you and have a great day!

[jared.white]

Anil, 

Thanks for your attention to this.  I believe I discovered something that may help.  The only browser that loads without issue is Microsoft Edge (Windows 10).  Google chrome will not work at all, and Internet Explorer will load, but it is very clunky and takes forever.  

This solves the issue for windows 10 users, as we can recommend Microsoft Edge, but it remains a problem for anyone without windows 10. 

Let me know what the development team says. 

Thank you,

jw 

[anil_mistry]

Hi @jared.white,

Thank you for an update. I will check with development team and will give you an update via Forum soon.

Thank you and have a great day!

[anil_mistry]

Hi @jared.white,

I just learned that we had intermittent service interruption yesterday and development team is investigating further. I will give you an update soon. 

Thank you and have a great day!

[jared.white]

Has there been any fix to this yet?  We just uploaded another nice size project (270 scans) that does not work.  On the initial one that I sent, we found that the public link worked, but the A360 private invite did not work.  

The one we just uploaded does not work either way.  I can add you privately to the latest one if it will help.  We really need this back up and running as soon as possible.  

Thank you,

jw

[anil_mistry]

Hi @jared.white,

I am so sorry to hear that. Would you be able to add me to latest project for further investigation.

Thank you and have a great day!

[jared.white]

Just sent it!

[anil_mistry]

Hi @jared.white,

Thank you for inviting me to your project. I was able to duplicate this behavior on my end and notify development team for further investigation. I will give you an update via forum post soon.

Thank you and have a great day!

[anil_mistry]

Hi @jared.white,

Thank you for your patience. I just got an update from development team saying that they are working very hard to resolving this issue with high priority and will give you and update as soon as possible.

Thank you and have a great day!

[anil_mistry]

Hi @jared.white,

Thank you for your patience. I got an update from development team saying that they identify root cause and will deploy fix for this in production environment soon. Will keep you posted.

Thank you and have a great day!

[anil_mistry · Accepted solution]

Hi @jared.white,

I just want to let you know that development team has corrected this behavior in production environment. Please, verify and let me know if you are still seeing this behavior.

Thank you and have a great day!

Please select the Accept as Solution button if my post solves your issue or answers your question.

[Anonymous]

I also am such

[anil_mistry]

Hi @Anonymous,

Were you able to open shared projects now or still seeing this behavior. Please, let me know if you need additional assistance.

Thank you and have a great day!

Please select the Accept as Solution button if my post solves your issue or answers your question.

[jared.white]

Everything appears to be working at this time.  Thank you for escalating this and fixing it for us! 

jw

[anil_mistry]

Hi @jared.white,

Thank you for your reply and I am glad to hear that the issue is now resolved. Plesase, let us know if you have any other questions or concern.

Thank you and have a great day!