Load Autodesk Family hangs

[good_man_27]

Hello,

I was working normally. I did download a few Autodesk families today and all was fine. Suddenly, when I tried to download a new one, the Load Autodesk Family window freezes. You can't select anything or even cancel to return back to the model. The blue loading circle keeps going around but there isn't anything you can do. Picture attached below.

I tried the following fixes, and nothing worked:
- Following the instructions on a similar post on the forum, I shut down Revit from the task manager, deleted the CafCach folder and restarted Revit.
- I installed the AdSSO, even that I don't know what it is used for, but I thought it was a login problem.
- I restarted my laptop.

- I singed out from Revit and signed back in.
- I tried the Load Autodesk Family from a new, totally empty project.

None of the above resolved the issue. I do not have internet issues. I do not want to install libraries and wish to access the families on the cloud via the Load Autodesk Family command.

PLEASE HELP!

Thank you 

[ToanDN]

Download and install the content library to your computer.

[good_man_27]

I specifically mentioned that I wish NOT to do that. But thanks. Any other ideas? Anybody?

[ToanDN]

Clear windows temp files?

[good_man_27]

Any specific folder? There are lots of temp folders in Windows10 (Windows, Users, Program Files, etc.), so please provide a folder tree, or more than one tree if multiple temp folders need emptying

[ToanDN]

The Temporary Files in Windows are typically found located in two locations: %systemdrive%\Windows\Temp. %userprofile%\AppData\Local\Temp.

[good_man_27]

Yeah, that didn't work! 🙂

I cleaned up EVERYTHING, and not only those 2 folders. I even disabled Windows Security. Nothing worked. PLEASE HELP. I DO need to access Autodesk families on the cloud.

[mariah.hanning · Accepted solution]

@good_man_27 I'm sorry to hear you're running into issues with Load Autodesk Family!

I think you are hitting a known issue that we are working on. Right now your Load Autodesk Family dialog is sized pretty large, 9 families wide x 6ish families tall. This is displaying more than 50 families and runs into a loading issue (See the constant wheel at the bottom trying to load more than the 50 initial families)

Please try resizing the dialog to show less than 50 families to start, something more like 7 wide x 5 tall. When the dialog is freezing up like this, sometimes it's easier to close the dialog, and reopen, then immediately try to resize while it is responding. 

[RSomppi]

---

@good_man_27 wrote:

I do not want to install libraries

---

Why not? What if you lose your internet connection?

[good_man_27 · Accepted solution]

Thank you very much @mariah.hanning. Resizing the window indeed did the trick!

For others who may face this problem, you'll find it challenging to resize the large Load Autodesk Family window as it freezes as soon as it pops up. To force it to launch in a small size, I disconnected my external display, so Revit was only running on my small, laptop display. I activated the command, and luckily it came up in a window that was small enough so it didn't freeze. Still, I made it as small as possible (shown below), then plugged in my external display and moved it back on the large display I work on. Now each time I activate the command, it launches in the same, smallest size.

Again, thanks a lot Mariah. It's really great to hear from someone who addresses the real issue.

[jazmin.santos]

The "_CefCache" solution didn't work immediately for me. It took longer than just restarting the app. Try giving it like 5 minutes. 

[Alfredo_Medina]

@mariah.hanning 

Is there another known bug that causes this tool to fail? Sometimes I try to to use Load Autodesk Family, find the family that I need, click on Load and what I get is an error message sa that says something like "...failed to load the selected family". It works well most of the times, but this error has already happened enough times to bother me. Any help would be appreciated.

[mariah.hanning]

@Alfredo_Medina There is not one that I'm aware of. Are there any trends in the failing to download the family? Is it a specific type, certain time of day, specific project open, anything in common that you can think of? Any new addins since this started happening (or that you share with others who are having the issue as well, if there are others in the office that see it too)

When the family fails to download, does trying it a second time work, or do you have to use a different family? 

Load Autodesk Family will download the families to your temp folder, then delete them after they are loaded into the project. Do you frequently clean out your Windows temp folder? If not, that could help if a download is in there that didn't get automatically cleaned up and can't get overwritten. 

[Alfredo_Medina]

Hi, @mariah.hanning 

Thank you very much for your reply. Well, I am going to be alert when this happens to me again, and I'll take screen captures and post more information in this thread.

Trying a second time after it fails does not work. It fails again. It's as if the selected family is not available in the Autodesk's server. Because if I load another family, it works. When it fails it does not fail only with one family, but others, too.

I am sure I have enough space available in my computer.

I do have some add-ins, yes. 

[mariah.hanning]

@Alfredo_Medina Thank you! Next time it happens definitely grab a screen shot and let us know. If it's happening repeatedly to a certain family but not others in the same session, we can take a look at that family specifically and will want to know what family it is as this indicates a potential issue with the file and not an internet connection problem as we would expect in these cases.