Vault Pro 2023 Thin Client Hanging

[P.Markovic]

I have a customer where we did an in place upgrade from Vault Pro 2021 to Vault Pro 2023 on Windows Server 2019 and SQL 2019.

Users can log into the thin client using different browsers (Chrome, Edge etc.) and are able to get in the first time, but after they log out or close the tab, the next time they try to log in, it hangs after they enter their credentials and hit log in.

If we reset IIS, they can get back in, but only once.  After they log out or close the tab, they cannot get back in, it just hangs with the spinning circles.

We have tried clearing browser cache and that didn't help.  We have uninstalled the thin client and reinstalled.  We have repaired the thin client and reapplied the updates.

We are on  Vault Professional 2023.4.2

I am thinking we might need to uninstall IIS and reinstall it, but before we do that...looking for any ideas that we might have overlooked. 

For Autodesk...we have a case open #22136308 and have ran Fiddler and sent back the results and are waiting to hear back.

Thanks,

Pete

[upchurt · Accepted solution]

Hi Pete,

Thanks for reaching out on the forums. To close the loop for anyone else that might be seeing similar issues, the issue was not related to the login, which was working correctly. It was caused by an additional ~300MB that was being stored in the Vault options that get downloaded after login.

It would only happen on slower connections so it was difficult to reproduce. Once we found out the cause and removed the data the Thin Client was loading quickly. The fiddler logs showed exactly what was slowing down the Thin Client from loading.

-Trent

[dan_vangD4KET]

Trent,

Where did you find the additional ~300mb because we're experiencing the same issue. How do we clear it out? Thanks!

[upchurt]

Hello,

Thanks for reaching out on the forums. I would check with your Vault administrator to see if they intentionally stored any logs in the Vault. 

Do you have a test server and does the same issue happen there?

-Trent

[dan_vangD4KET]

Trent, 

There's no test server and there's only one vault database. We don't see any log files in vault. 

[upchurt]

Hi Dan,

In the prior case the logs files were stored within the Knowledge-option table in the database. If you did not store any logs then it sounds like this is a different issue. Please make a support case or a schedule a call request and we can take a closer look, if you want to mention this article this is the previous known issue:

https://knowledge.autodesk.com/article/Vault-Thin-Client-hangs-indefinitely-after-login-spinning-blu...

How to get technical support for an Autodesk product

-Trent