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Document broken???

kvdmolenkvdmolen Member Posts: 26 ✭✭
in Using Onshape
Dear Onshape, 

I seem to have a broken document. The moment I open it, it displays:



On Mac on both Chrome and Safari.

Other documents seem ok.

I didn't do anything strange, while editing a sketch, it "crashed" showing the message above.

This is my (private) document: https://cad.onshape.com/documents/ffd6445916a84d6e484929e0/w/65f7b79713649e3f10d87819/e/614a9fd555b57af339497452
I can open a version one edit earlier, and view it. However, pressing "restore to main" will give an error as well:

"Failed to restore. Service unavailable. Please try later."

Please help a.s.a.p.!

Thank you,
Tagged:

Comments

  • NeilCookeNeilCooke Moderator, Onshape Employees Posts: 5,671
    edited March 2021
    Please open a support ticket and share the doc with support. I presume you are using the version graph from the documents page? What happens if you restore without viewing first?
    Senior Director, Technical Services, EMEAI
  • kvdmolenkvdmolen Member Posts: 26 ✭✭
    @NeilCooke Thanks I contacted support via Chat in main page. I can't open the document so cant create a ticket from the doc.

    "I presume you are using the version graph from the documents page?" Yes
    Restoring without preview has same error. Also when I choose a few edits older.
  • kvdmolenkvdmolen Member Posts: 26 ✭✭
    edited March 2021
    PS. "View support tickets" finally redirects to the main page after I see "zendesk", "sso" and "error" in the URL after multiple redirects..
    (Both Chrome and Safari on Mac)


  • NeilCookeNeilCooke Moderator, Onshape Employees Posts: 5,671
    Select contact support from the help menu and provide the doc URL. 
    Senior Director, Technical Services, EMEAI
  • ilya_baranilya_baran Onshape Employees, Developers, HDM Posts: 1,210
    Looking...  Please share the document with support in the meantime -- you can do that from the documents page without opening the document.
    Ilya Baran \ VP, Architecture and FeatureScript \ Onshape Inc
  • ilya_baranilya_baran Onshape Employees, Developers, HDM Posts: 1,210
    Loads fine for me now -- I can see in the logs there was a transient issue with one of the machines.  We just terminated it to fix the problem.  Sorry for the trouble.
    Ilya Baran \ VP, Architecture and FeatureScript \ Onshape Inc
  • kvdmolenkvdmolen Member Posts: 26 ✭✭
    @ilya_baran it works! Thank you. (You can close the support ticket #252992 + #252993).

    Any idea what caused the issue? 
  • ilya_baranilya_baran Onshape Employees, Developers, HDM Posts: 1,210
    Great!  It was nothing you did and I don't expect any further problems -- the document data is fine.  As far as I can tell, there was a network glitch in one of the AWS machines.  Normally, that kicks you out of the document, forcing a reload, but doesn't cause lingering issues, so we'll take a look at why things got stuck here for a bit.
    Ilya Baran \ VP, Architecture and FeatureScript \ Onshape Inc
  • kvdmolenkvdmolen Member Posts: 26 ✭✭
    @ilya_baran good to hear, thanks again for the help (on sunday morning).
    We're running into a deadline so the quick response is much appreciated.
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