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Onshape not connecting and unable to model, despite passing all checks

Togia_H
Togia_H Member Posts: 4 ✭
in Community Support
Hello, My cousin has been able to access his account and the webportal. However when he tires to open a document, it seems unable to render and produces the "Onshape not connected" error. Any assistance would be greatly appreciated.

Answers

  • Paul_J_Premakumar
    Paul_J_Premakumar Member, Onshape Employees Posts: 236 image
    Hi! Have your cousin try out the https://cad.onshape.com/check page and report back the results here. 
  • Togia_H
    Togia_H Member Posts: 4 ✭
    Hello Paul,

    Thank you for your help. 

    That website is the "checks" I was referring to in my initial post. 

    I have attached a screen shot of his results.
  • NeilCooke
    NeilCooke Moderator, Onshape Employees Posts: 6,099 image
    Make sure there are no adblockers or any other similar add-ins enabled.
    Senior Director, Technical Services, EMEA
  • Paul_J_Premakumar
    Paul_J_Premakumar Member, Onshape Employees Posts: 236 image
    @Togia_H, Sorry missed that in your post. Aside from Neil's recommendation , 

    1. Was this always an issue or did it recently start happening?
    2. Can your cousin access Onshape from a different computer / location?
    3. Any firewall software being used?
    4. Any errors in the browser console? 
  • monkey_miniatures
    monkey_miniatures Member Posts: 3 ✭

    I have similar issue, sorry for opeing older post. I'm unable to connect to any document, it just says:

    image.png

    … and nothing ever loads.

    The connection seems to be alright:

    image.png

    I even tried disabling my antivirus (Avast) and VPN if that makes any difference, but not, still an issue.


    There are no Ad-blockers or other extensions present in the browser, switching to different one makes no difference. Tried Chrome, Edge and Opera.

  • NeilCooke
    NeilCooke Moderator, Onshape Employees Posts: 6,099 image

    @monkey_miniatures Avast is a known culprit. Please try uninstalling.

    Senior Director, Technical Services, EMEA
  • monkey_miniatures
    monkey_miniatures Member Posts: 3 ✭

    @NeilCooke looks like their AntiTrack was the culprit, temporary killingthe process did the trick, so I removed this part of their security. What an awful program, will most likely return to AVG or Eset.

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