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Model Sharing link or email not working

  • 1.  Model Sharing link or email not working

    Posted 01-26-2022 01:46
    Hi, The connect for browser has the option to share the model link with someone. This has stopped working as we are being told the link on longer opens the model.
    What could be causing this or is this something Trimble has done. This has only started recently. 
    Thanks
    Jason.

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    Jason Gray
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  • 2.  RE: Model Sharing link or email not working

    Posted 01-26-2022 10:06
    Hello @jason gr, 

    Can you elaborate a little more when you say the link no longer opens the model? Do you have any screenshots or is there an error message being shown?​

    The problem could be due to someone trying to view a file that has an expired link - but if you could provide a little more information that would be helpful.

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    Laura Cook
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    Original Message


  • 3.  RE: Model Sharing link or email not working

    Posted 01-27-2022 01:47
    Edited by Jason Gray 01-27-2022 01:49
    Hi Laura,

    Below snapshot from connect showing how I would fill in the share element. 2nd snap is the email that is auto sent by connect. When they were clicking open it just hangs and never opens.
    It has being working fine but the last week we are getting calls saying the model won't open. It just hangs.

    Also, this is happening on new links we send. It's not models that have expired.

    Thanks
    Jason.






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    Jason Gray
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    Original Message


  • 4.  RE: Model Sharing link or email not working

    Posted 02-01-2022 08:24
    Thanks Jason, would you mind reporting this issue to our support team so we can look into it further? 

    The email address is connect-support@trimble.com

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    Laura Cook
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    Original Message


  • 5.  RE: Model Sharing link or email not working

    Posted 02-02-2022 12:16
    We have seen this happen frequently too.
    "I have seen this error to occur when the browser caches the old information.
    If a user face the same issue even after trying twice I would ask for the network logs to see if anything is blocking it.
    Here are the steps to get the network logs.

    1. Try to open the model through the provided link.
    2. If it shows error 'You don't have access to the project'  open browser's developer tools (ctrl+shift+I) in chrome
    3. Refresh the link
    4. Go to network at the top right of developer tools.
    5. Right click on the logs >Save the file as HAR

    Could you also please check if under browser settings > Security and Privacy > Pop and redirect  the default behaviors is set to 'Sites can send pop-ups and use redirects'
    It could be that that its not getting redirected from current opened account to the model shared through Link. Its just a thought. could you check and verify?
    "
    The challenge is that people getting the links are external and not always too keen on starting to trouble shooting the problems. We typically tell to first try a different browser first. Which (copying link address to new browser) is not easy for everyone.

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    Best Regards,
    T Laine
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    Original Message