Trimble Connect Product Updates

 View Only
Back to discussions
Expand all | Collapse all

Recent Disruptions

  • 1.  Recent Disruptions

    Posted 10-06-2022 08:01

    Dear Trimble Connect User,

    I wish we were writing to you under different circumstances, however it is important that we acknowledge, be transparent and communicate a few things that have transpired with Trimble Connect over the past few weeks and reassure you that we are working really hard to learn from these and ensure we do not repeat this.

    Incidents

    There have been three incidents (unrelated) that have transpired over the course of a few days that resulted in a very unfavorable and downright poor experience for all our users (call it a perfect storm of sorts): 

    1. Trimble Identity outage
    2. File Uploads Failing in EU
    3. Project List not loading and/or 3D Files/Views not loading from the Connect Browser.

    Trimble Identity Outage

    There was a Trimble Identity outage on Sep 28, 2022 that resulted in users not being able to login. This lasted approximately 4 hours. 


    File Uploads Failing in EU

    Our users in the EU have been experiencing  issues associated with file upload.  This issue has been ongoing for a few weeks and is sporadic in nature. The development team has been aware of this issue and is working with our vendor to identify the root cause behind this issue. As of October 6, 2022, we still have not been able to identify the root cause behind this issue. While we have introduced temporary changes to mitigate the problem, finding and fixing the root cause remains a top priority.


    Project List not loading and/or 3D Files/Views not loading from the Connect Browser.

    The Connect team continually works behind the scenes to make improvements to our infrastructure. Unfortunately one recent change introduced a set of issues that did not appear in our testing. These issues took on two forms

    • Issue 1: The project list was not loading for a subset of users 
    • Issue 2: 3D files and views are not loading when launched from the Trimble Connect for Browser window. 

    We sincerely apologize for the massive disruption this has caused to your everyday work life. In response to these issues, we

    • put up a community post on October 4, 2022 helping users circumvent these issues.
    • put up a banner post on October 6, 2022 driving users to this post.
    • continue working at full capacity to resolve these issues without requiring user workarounds.

     We apologize for the bad experiences we have created for our users recently and reassure you that our team is working to resolve these.  As an organization we are learning from these problems and are applying the learnings to improve our processes.


    Thank you for your being our loyal customers and champions, and most importantly thank you for your patience as we work on resolving these.

    Regards,

    Trimble Connect Team



    ------------------------------
    Mala Gosakan
    ------------------------------


  • 2.  RE: Recent Disruptions

    Posted 10-10-2022 06:50
    Well, it's now 3 days later and I'm, experiencing the problem still.... "Auth token cannot be used. The user must sign in." Repeated attempts by me shutting down SU and restatring and re-logging in have not worked. When will this be fixed????

    ------------------------------
    Ron Copfer
    ------------------------------

    Original Message


  • 3.  RE: Recent Disruptions

    Posted 10-10-2022 06:56
    Ron,

    Please report this issue to SketchUp Support. 

    Thanks.

    ------------------------------
    Ray Bagley
    ------------------------------

    Original Message