Trimble Connect User Forum

Darshan Rajaram Kamat posted 09-30-2022 01:00

Hi Cory,
Could you please provide us with the URL from the web browser when you get this error. 

Regards
Darshan Kamat

Cory Horncastle posted 09-30-2022 01:08

Hi Darshan,

The URL is https://web.connect.trimble.com/projects/6P9NcLxvOIQ/detailviewer?fileId=0qKQg8v8pV8&versionId=0qKQg8v8pV8

This is just from clicking on the model in the explorer.

Darshan Rajaram Kamat posted 09-30-2022 01:55

Ok, thanks Cory, we will investigate. 
In the meantime, could you please check if opening the file from https://3d.connect.trimble.com works. 

Regards
Darshan Kamat

Cory Horncastle posted 09-30-2022 14:47

Thanks Darshan - viewing through https://3d.connect.trimble.com does work.

I'm trying to share a link to the model with a client - I tried sharing the model and that link doesn't seem to work either (same error).

Darshan Rajaram Kamat posted 10-02-2022 23:19

Hi Cory,
We tried reproducing it many times , but couldn't.  Could you please refresh the browser page once (Ctrl + F5 for Chrome / Edge) and check. 
If the issue continues , could you please share the following details with our Support team (connect-support@trimble.com)  - 
1. URL 
2. Screenshot of the error 
3. HAR file from Developer tools of the Browser (Steps available here) 

These will help us investigate. 

Regards
Darshan Kamat

Thijs van de Haar posted 10-03-2022 00:21

Good morning,

We experience the same error on Europe server, Netherlands. We can't access the model from the web browser, but trough https://3d.connect.trimble.com it works fine.
If we can help with data as mentioned in your last reply, let me know.

Regards,
Thijs van de Haar

Darshan Rajaram Kamat posted 10-03-2022 01:33

Hi Thijs van de Haar ,
Yes, please share the requested details with our Support team . It will be of great help to find the root cause of the issue. 

Regards
Darshan Kamat

Carl Bauer posted 10-03-2022 01:40

I recently had the same problem and like Cory, viewing through https://3d.connect.trimble.com worked but it was a recent problem as I was able to view models fine before this from https://web.connect.trimble.com/projects

Adam Smith posted 10-03-2022 20:54

Also trying to look at existing files/project but getting the following: https://web.connect.trimble.com/projects/uC07i8ivfiA/detailviewer?fileId=CQV8N-5LmWw&versionId=CQV8N-5LmWw

This XML file does not appear to have any style information associated with it. The document tree is shown below.

Darshan Rajaram Kamat posted 10-03-2022 23:57

Hi Adam,
Apologies for the inconvenience. Our team is still investigating the issue , but haven't found the root cause. It is inconsistent and happens very less frequently. 
We have found some workarounds to this that helps resolve the problem.  Could you please try these out while we try to find the root cause and permanent solution - 

1. Refresh the Browser (Ctrl + F5 for Chrome/Edge) 
2. Clear cache and browsing history
3. From the browser URL  , if there is versionID parameter , please remove it or rename it from versionID to version1ID
4. Please use the 3D toggle option from the Connect Web Projects list  page((https://web.connect.trimble.com/projects)

Regards
Darshan Kamat

Adam Smith posted 10-04-2022 14:12

Fantastic

Thanks Darshan that has fixed the issue.

Regards
Adam

Cory Horncastle posted 10-04-2022 14:28

Thanks for your assistance Darshan.

I cleared all cookies/cache, tried refreshing the browser, and also tired the version1ID change, but none of them worked for opening a model from Explorer.

However lastly I went back to the Projects page, toggled 3D, opened a model (which worked), then went back to Projects and un-toggled 3D, and now the models are opening up in Explorer again! Doing this seems to have fixed the issue for me.

EDIT: I will add aswell that this issue was occurring in both Edge and Chrome. I did these fixes in Edge only, however it is now working in both Edge and Chrome. So it seems that toggling the 3D option seems to have fixed it.

Stefan Kauffeld posted 10-06-2022 00:14

Hi @Darshan Rajaram Kamat

Since this morning I have been getting reports from my colleagues about this error. These are projects on the European Server under the Byldis account. With the method described above, we can move forward. Still the notification for you guys to trace it further.

Regards
Stefan Kauffeld - Byldis - The Netherlands​​

Darshan Rajaram Kamat posted 10-06-2022 09:33

Hi All, 
This is now resolved. Please check. 

Regards
Darshan Kamat

Stefan Kauffeld posted 10-06-2022 23:54

Hi, awesome. I can confirm that it is functioning as usual again.

Thank you for the result. Have a great day

Darshan Rajaram Kamat posted 10-07-2022 02:38

Thanks Stefan for confirming. 

Regards
Darshan Kamat