Vault Pro 2023.2 - Using Autodesk Viewer provides a white screen. Forge does not start.

[steveh5]

Gang...have upgraded to 2023.2 ADMS and starting to roll out 2023.2 Thick Clients. Have done 4 installs so far on the client and have one user that when they Preview or do a View in Window, appears that Forge doesn't always want to start and gives us a white window. Once and awhile it will just start working, and then it just quits again. It's not a file issue, but a workstation issue. Other three machines appear to work as expected.

Video demonstrates what we are seeing...

https://youtu.be/FZ0tBc4ZAgU

I tried deleting the gridstate.xml and let the client go back to default, but did not resolve the issue.

Leaning towards a graphics card issue (it is a laptop).

Any thoughts?

Best,

Steve H.

[ihayesjr]

Open MS Edge or Internet Explorer and delete the local browser cache.

Try it again.

[steveh5]

Opened Edge and cleared cache....no luck.

[ihayesjr]

You stated in your first post you thought it was a graphics issue. 

Try running the Thin Client and going to that file and see if the viewer works through the browser.

[steveh5]

That works for Thin Client.

  This workstation is going to an AVFS server, but I logged them to the ADMS and still seeing issue. So, it has nothing to what server its going to.

If I/you recall...we had similar issue with 2022 and we were blaming Windows 11. Not sure that was the case for that one either.

Here's the thread on that one too.....

https://forums.autodesk.com/t5/vault-forum/vault-2022-3-new-autodesk-viewer-and-windows-11-can-t-vie...

Best,

[ihayesjr]

On the server, can you check the logs to see if they are recording any errors?

[steveh5]

Here's a really good one...User had two session going. She was running the Design Review setting. So, I set both sessions back to Autodesk Viewer and one session it works, the other it doesn't. 

And...I captured it in a video. Nothing in the logs.

https://youtu.be/XSuqLL9iIZQ

Best,

[ihayesjr]

Interesting.

Close the client that doesn't work down. Then close the client the does work.

Re-open the client and see what happens. 

[steveh5]

So, closed the bad client down and then the good client as instructed.

Re-started client and it does NOT work as shown in the video.

Ironically......about 30 seconds after I quit recording, we had the same client session going as we ended the video with. 
Was discussing our next steps in debugging this with user, then just randomly viewed a single file and it started working again. Did absolutely nothing in between the video and the viewing the file.

Thinking our next step is to see if we can update or get a different driver for our video, just to take that out of the equation.

https://youtu.be/WFC3FqZ-5Ns

Thoughts?

[gandhey]

Hello Steve,

I could not reproduce the issue internally with 2023.2.

However our team suggested to check behavior on thinclient (seems you donot see the issue with thin client) and once the VE is closed, if there any cache files @ "C:\Users\*username*\AppData\Local\CefSharp\Cache", delete them and restart client and see if this helps resolve the issue ?

Regards,

Yogeshwar

(Vault team)

[steveh5]

Hello All....

We checked for the latest video driver for that PC and re-installed it.

Appears that it might have fixed it. At least its working so far.

Will monitor for the next few days and see what happens.

Thanks All,

Steve H.

[steveh5]

Gang...

Three days after updating the video card driver and appears to be fixed.

Thanks for all the insight.

Best,

Steve H.

[steveh5]

Looks like it's broke again...only affects Windows 11 machines running 2023.2

There appears to be several threads out there in regards to similar/same topic.

https://forums.autodesk.com/t5/vault-forum/vault-2022-3-new-autodesk-viewer-and-windows-11-can-t-vie...

https://forums.autodesk.com/t5/vault-forum/vault-2023-2-thin-client-showing-blank-view-page/m-p/1168...

[steveh5]

So, been trying to figure this one out. (VP2023.2)

- Have one Windows 11 workstation which will not run the Forge Viewer at all. Forced to use Design Review.

- Other machine that has Windows 11, will sometimes work sometimes not. Only way to get running is to keep rebooting machine until it works. We have been doing a lot of testing attempting to figure out what is causing the issue. So, we had that user not start any other programs other than Thick Client. When they reboot machine, sometimes it works, sometimes it doesn't. It seems to be every other time it works, then doesn't work. Not a big deal, but they shouldn't have to do that.

We only have four machines running Windows 11 w/ VP2023.2. Two have no issues, two do.

My concern is that we will have more issues as we start pushing out VP2023.1 onto Windows 11 machines.

Anybody else see this?

Best,

Steve H.

[JonathanKruger]

I have a customer having this also happen to them and they are using Windows 10 with Vault Pro 2023.2. The exact same issue happens, you can view the files in thin-client and in Vault with ADR but not within Vault using Autodesk Viewer. We tested on multiple files with the same results.

[gandhey]

Hello,

Suggestion from our dev team :

1)In user's machine Clear cache:  "C:\Users\%user%\AppData\Local\CefSharp\Cache"
2)In user's machine Clear cache: " %temp%" Check if viewer works after above steps.

If fails, do the following;
3) In user's machine, launch http://localhost:8088/ in browser and click the lmvviewer which will display the Chrome Debugger for that viewer control in VE. Here, the customer could pass us the info like any errors logged in console, contents of LMVVIewer_html, version of  lmvviewer.js loaded and if markup/print plugins are downloaded for us to troubleshoot further .

Regards,

Yogeshwar

(Vault team)

[steveh5]

Thanks Yoseshwar...

I will attempt this tomorrow morning on one of the problem machines. I just found out that if they use VP2022, the new viewer works fine. It's just 2023.

Best,

Steve H.

[steveh5]

Yogeshwar...

On step one, are you saying delete all of the files under the Cache Folder? There's a bunch of folders and files...

Best,

Steve H.

[steveh5]

See above post. Kind of patiently waiting 😁 on  a response.

[gandhey]

Hello @steveh5 ,

Sorry for the delayed response.
While deleting entire folder will not really harm but this is a common library that could be used by other applications too. So if you delete the entire folder - you may loose some settings etc for some other applications too.

We would like to check with you offline once to debug your environment if you are ok.

I will send you an email for the same.

Regards,

Yogeshwar

(Vault team)

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