Revit 2019 - BIM360 - Unable To Load Items

[Anonymous]

1. Revit 2019.2 (I had this happen on Revit 2019.1 and Revit 2018)

2. Autodesk Desktop Connector 9.0.0.781

3. Windows 10

Hi Everyone,

This issue isn't new to me but i'd like a WORKING solution to correct this. When a user in the office goes to open a project within Revit 2019, clicks "BIM 360" on the left side. It should load contents within the window. I find that usually after a Revit update is released, about half of the pc's in the office experience this issue.

Now my solution was to uninstall Revit, Revit updates, Autodesk connector, and reinstall Revit with the latest updates, along with the latest Autodesk connector. This, for the most part, fixes the issue.

We have made a ticket with Autodesk, provided journal logs and also told them what our solution to the problem was. After a week, we got an email back, telling us to keep doing what we were doing, as the solution is to uninstall and reinstall Revit. Now this makes no sense as we have 45+ pc's in the office. I have already reinstalled Revit 2019 on half the computers after Revit 2019 0.2 update was released. That update trigged this issue.

Now that Revit 2019.2 has been released, some pc's are experiencing this issue again.

I am bringing this issue to the forum in hopes of getting more people involved as I know I am not the only person dealing with this issue. Below are some screenshots showing the issue we are having. I am open to suggestions to address this issue so we can find a permanent solution. 

Also, if an Admin on the forum can get QA involed or another Autodesk group, as I do want a solution to this.

[Viveka_CD]

Hi @Anonymous 

Welcome to the community!

Sorry that you are experiencing issues. I connected with the team to get further feedback on your issue.

Please send me your latest journal and revit.exe file.config file for further testing.

Also, share a case number if you can.

Regards,

[Anonymous]

Hi Viveka_CD

I had two machines experiencing this issue yesterday. We cant have pc's in the office that cannot load a cloud model, so I performed my usual fix. I usually uninstall all updates, uninstall Revit 2019, restart, and reinstall. That seemed to fix both pc's. Sometimes its a hit or miss.

I've included Journal log files from both pc's.

For PC 1 - journal.0001 is the log of it working correctly. There isn't any more log files in that folder.

For PC 2 - journal.0008 to journal.0019 are the logs of BIM360 having an issue opening a could model. In this time frame, I tried my normal fix.

                  journal.0020 to journal.0022 are the logs of BIM360 working correctly.

I believe your team can use the logs from "PC 2" and compare the before and after, to see what might be causing the issue.

The Revit configuration file will be included as well.

Please check your messages for a link to the Journal logs.

Thanks.

[Viveka_CD]

Hi @Anonymous 

I got your journals can you please attach the revit.exe.config

Regards,

[Anonymous]

Hi Viveka_CD,

I'm going to upload it here.

[Viveka_CD]

Hi @Anonymous 

Thanks for sharing!

While we take a look at these files, please check out the article: 

Error: "Unable to Load Items" when accessing cloud workshare models in Revit

Regards,

[Anonymous]

Hi Viveka_CD,

I've already come across that page. I am getting the same error in the first picture, but for BIM360, not A360. I also had this issue on Revit 2018 and 2019. In the earlier stages of trying to find a fix, I tried uninstalling and reinstalling A360 and BIM360. I had no luck until uninstalling Revit as a whole.

[Anonymous]

Hi Viveka_CD,

I have found another PC in our office with the same issue. It had an older version of the Autodesk Desktop Connector, which I have updated to the latest version. After doing that, I signed in, opened Revit 2019.2 and tried to open a cloud model. This is where I received the same error. 

I went ahead and deleted all old journal files to get a clean capture of the issue. After I received the message "Unable To Load Items", it crashed. I will be uploading this as "PC3". Journal and Dump files are included.

[Viveka_CD]

Hi @Anonymous 

Can you check whether `WebServices.logconfig` is missing from the installation folder?

Thanks,

[Anonymous]

Hi Viveka_CD,

Can i have the correct path for that file location? I did not find it under C:\Program Files\Autodesk\Revit 2019. I did find a WebServices folder.

[Judy_S]

Hi, rbakshX4C2V,

I'm Judy from Revit Support and I'm helping out while Viveka is out of the office. There's a new build of the Desktop Connector available: version 9.0.2.795. Please try installing this build and let me know if it works properly now. If you need more help, let me know that, too, and I'll be happy to follow up. 

Best,

Judy_S

[Anonymous]

Hi Judy_S,

I just took a look and we are currently running 9.0.2.795 of the Autodesk Desktop Connector. It was installed on the 25th, when it was released. There is still no change.

[Anonymous · Accepted solution]

Hello Judy_S & Viveka_CD,

It looks like "WebServices.logconfig" was missing from the Revit 2019 folder located at C:\Program Files\Autodesk\Revit 2019.

I went to a PC that has no issues loading a model from BIM360, copied "WebServices.logconfig" to the PC that was having issues.

It crashed the first time when trying to open a cloud model, after that, it works.

Thanks for all the help, this is a much better solution than me reinstalling Revit 2019.

[Judy_S]

Hi, rbakshX4C2V,

Fantastic! Thank you for letting us know! Happy modeling!

Best,

Judy_S

[Viveka_CD]

@Judy_S  Thanks for the follow-up! Appreciate this.

@Anonymous 

Good to hear that your issue is resolved.

Regards,

[nven2]

Unfortunately, I am experiencing this exact issue, along with ca. 10 colleagues. We are running Revit 2019.2.1, Desktop Connector versions 11.0.0.906 as well as 11.1.1.927. The file "WebServices.logconfig" is present in the specified folder in this thread. Any ideas??

[reinems74 · Accepted solution]

Hi,

Sorry you are running into that problem.

A few things that will help our team troubleshoot:

1. Do you have a similar problem when you try to open the file by browsing to it from the Revit Home dialog? 

2. Can you try logging out and logging back into Revit?

3. We recently made a change to our services which require patches. It sounds like you have the right patches installed, but can you double check that you have the versions listed here: https://knowledge.autodesk.com/support/revit-products/downloads/caas/downloads/content/autodesk-tran...

4. Can you send us the journal file of a run of Revit where you just start Revit and then try to open the model and you see the failure? That may help. Journals are in C:\Users\your_user_name\AppData\Local\Autodesk\Revit\Autodesk Revit 2019\Journals. You can email me directly (scott.reinemann at autodesk.com). 

[reinems74]

We found the cause of Niels van de Ven's problem. There was a modified revit.exe.config file that was modified that wasn't properly patched. 

We will be getting this updated in our patch documentation so others know to look out for this. 

Thanks,

Scott

[Anonymous]

Hi Reinem74,

I found your post as my BIM 360 is not working and it happened exactly like in your post on 03 August 2019.'

I could not find the update patch on the Autodesk Desktop Connector. Is it because I am using Revit Student version? Keen to get a response from you to resolve this issue.

[reinems74]

The updated patch for Desktop Connector wasn't the cause of this particular issue. 

Do you happen to have a Revit.exe.config file that wasn't updated during the patch? See the response here: Re: BIM 360 Team is stuck in "loading".