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Onshape is disconnected - refresh page

dan_engererdan_engerer Member Posts: 63 PRO
"Onshape is disconnected. Your work is saved. Refresh the page, etc. etc."

Hi. I get this message usually about 10 or so times a day both at home and at work. Every other web-based application I use works perfectly as far as I can tell. 
Happens especially frequently in front of customers, who then invariably make a comment about the wisdom of using cloud-based CAD. 

Anyone else get this all the time? 

1: y tho? 
2: Can we expect a fix in the near future? 


  • owen_sparksowen_sparks Member, Developers Posts: 2,564 PRO
    Saw perhaps 6 times a year or so ago, nothing since.  (UK based.)  Similar deal on a persistent "wait a moment" notification.  Rock solid since then, but then again I don't show customers anything...

    Production Engineer
    HWM-Water Ltd
  • Don_Van_ZileDon_Van_Zile Member Posts: 195 PRO
    I saw this error for the first time yesterday morning and couldn't login until after waiting about 10 minutes.
  • john_rousseaujohn_rousseau Member, Onshape Employees, Developers Posts: 257
    Hi @dan_engerer. We have put a lot of time into tracing these issues down. You are not the first person to report this. Almost 100% of the time it's a problem with a piece of networking equipment near you. I know that's not a great answer to hear from us, but it's rarely caused by a disconnect by our servers.

    Onshape uses secure WebSockets while you are modeling (or working on a drawing) to provide a persistent connection to our servers. This allows us to "push" information to you like model updates, collaboration events, etc. without having your browser initiate the operation. Very few other web applications do this. They are more "request and response" based. This is why you don't see network flakiness nearly as much with other applications.

    We have the metrics to know that this problem impacts a very small % of our customers, but impacts that group frequently. The server side diagnostics say that the client disconnected and the client side diagnostics say that the server disconnected which basically means that the problem is in the middle somewhere. By looking at the metrics over a large population of users, we can see that it's usually local to the impacted users.

    We are looking into ways to have the client automatically reconnect, but it's hard to make that experience "invisible" and even harder to make it so that we don't "lose" a modeling operation in the middle of the reconnect.

    What's common about your work and home environments in terms of networking? Any patterns around documents, types of operations, times of day? Are you using the same machine at home and at work? Any chance your machine it switching between wireless networks (or between wired and wireless)?

    Sorry for the hassle. I really would like to solve this problem. It's usually just not in areas that we have control over.

    John Rousseau / Director, Technical Operations / Onshape Inc.
  • john_rousseaujohn_rousseau Member, Onshape Employees, Developers Posts: 257
    @Don_Van_Zile: The problem yesterday morning was related to a partial outage we had and not related to the problem that Dan is talking about. See https://status.onshape.com/history
    John Rousseau / Director, Technical Operations / Onshape Inc.
  • dan_engererdan_engerer Member Posts: 63 PRO
    Thanks very much for the detailed response, John. I understand the challenge. What is common between my work and home is not much. Different ISPs, different computers, different locations. 
  • dan_engererdan_engerer Member Posts: 63 PRO
    Thank you Robert! I bet that's it! 

  • nick_lockardnick_lockard OS Professional Posts: 26 ✭✭
    edited December 2018
    Same problem. My work is at a standstill because OS crashes about every 5-10 minutes. I will have to abandon Onshape if I can not get it working. I am using a Netgear Orbi RBK50, 2-node, wireless mesh network. My connection is rock-solid and nothing else crashes. Not netflix on the TV, not other apps, not youtube--only Onshape.

    Are there better settings I can try? I just invested a lot of money in this mesh network and can't just keep throwing money at a problem for no good reason.
  • john_rousseaujohn_rousseau Member, Onshape Employees, Developers Posts: 257
    Hi @nick_lockard. Please take a look at your local network setup. Do you have a router that's sick? 

    We are not seeing any problems on our server side.
    John Rousseau / Director, Technical Operations / Onshape Inc.
  • 3dcad3dcad Member, OS Professional, Mentor Posts: 2,432 PRO
    All the tubes etc. can easily take say 10 sec network outage since they can use buffer to play while without connection. For Onshape it's not that easy to predict user actions to create a buffer =)
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