Users cannot access BIMcloud / BIM Server from ARCHICAD

by István Moharos · updated: 10.07.2016

ARCHICAD user(s) cannot access BIMcloud / BIM Server.

Most likely the causes of the issue either a network issue or a 3rd party application.

Troubleshooting process

  1. Check for updates

    Make sure that all ARCHICAD clients and BIMcloud / BIM Server components are updated to the latest build.

  2. Check the Network Diagnostic Tool

    1. Run the Network Diagnostic Tool either from the Open / Join dialog or from the Teamwork Palette.
    2. The Network Diagnostic Tool may provide further information and/or instructions about the issue.
  3. Is it possible to open the BIMcloud / BIM Server Manager web user interface in a browser on the server computer?

    Try to open the Manager web user interface on the computer where the BIMcloud / BIM Server Manager is installed. If it cannot be opened or if it seems the Server cannot be started properly then check the Server side issues with BIMcloud / BIM Server article for further help.

  4. Verify that all necessary ports are open on all firewalls

    • Make sure to open all necessary incoming ports on the server computer.
    • Make sure to open all necessary outgoing ports on the client computer(s).
    • See the necessary ports in the Network Requirements article.
  5. Does the BIMcloud / BIM Server computer have a fixed IP address or hostname?

    Make sure to use either a fixed IP address, a hostname or a Fully Qualified Domain Name (FQDN) for the BIM Server. For further information and recommendations see the Network Requirements article.

  6. Verify that the preferred physical network is used and disable wireless technology if it is also present

  7. Is a Domain Name Server (DNS) used? Is it set up properly?

    1. Open Command Prompt (on Windows) or Terminal (on macOS) on a client computer.
    2. Type the following command: nslookup host where host is the address of the BIMcloud / BIM Server computer (without port number).
    3. Verify if the IP address is correct.
  8. On the client machine try to flush the DNS cache files from the computer

    1. Open Command Prompt (on Windows) or Terminal (on macOS) on a client computer.
    2. Flush the DNS with the following command:
      • Windows: ipconfig /flushdns
      • macOS: sudo dscacheutil -flushcache
  9. Verify the user’s and server’s computer name

    1. Double check that the names of the computers match their hostnames
      1. Open Command Prompt (on Windows) or Terminal (on macOS).
      2. Use the following command to get the hostname of the computer: hostname
      3. Compare the result with the name of the computer. The two names must be the same.
        • Open the System panel from the Control Panel on Windows to verify the computer name.
        • Open the System Preferences > Sharing on macOS to verify the computer name.
    2. Do not use special characters in the server computer’s name. A valid hostname can include letters (a-z, A-Z), numbers (0-9) and the hyphen () characters.
  10. Do you have a mixed environment of Macs and PCs?

    • Avoid using space characters in file servers’ name.
    • Avoid using some special characters in file names, libraries or library parts. For example: '\', '/', ':', '*', '?', '"', '<', '>', '|'
  11. Are there any antivirus, monitoring or backup applications installed on the server computer?

    1. In the settings of the above-listed applications add BIMcloud / BIM Server and its folders – including the Projects and Attachments folders – on the exclusion/exception list.
    2. Turn off any indexing applications on the server computer. These type of applications may use a lot of resources and it is not recommended to use them on server computers.
    3. Make sure to schedule 3rd party backups to run outside of working hours.
  12. Are there any antivirus, monitoring or backup applications installed on the client computer(s)?

    1. In the settings of the above-listed applications add ARCHICAD and its folders to the exclusion/exception list.
    2. Make sure to schedule 3rd party backups to run outside of working hours.
  13. Are there any HTTP forward proxies in the network?

    Make sure to add BIMcloud / BIM Server address(es) to the bypass list.

  14. Are there any reverse proxies used in the network?

    1. Make sure that the reverse proxy is HTTP 1.1 compatible.
    2. Make sure to configure the reverse proxy’s TCP connection timeout setting to allow long time TCP connections.
  15. If the BIMcloud / BIM Server is a new installation check if the Manager’s web user interface can be opened in a browser on the client computer

    Skip this step if the BIMcloud / BIM Server is not a new installation. If the BIMcloud / BIM Server Manager cannot be opened in a browser then try to reconfigure the Manager to use another port.

    1. Run the BIMcloud Manager Configurator. Locations:
      • Windows:
        • BIM Server: C:\Program Files\GRAPHISOFT\BIM Server <version>\BIMcloud Manager\BIMcloud Manager Configurator.exe
        • BIMcloud: C:\Program Files\GRAPHISOFT\BIMcloud\BIMcloud Manager\BIMcloud Manager Configurator.exe
      • macOS:
        • BIM Server: System drive/Applications/GRAPHISOFT/BIM Server <version>/BIMcloud Manager/BIMcloud Manager Configurator.app
        • BIMcloud: System drive/Applications/GRAPHISOFT/BIMcloud/BIMcloud Manager/BIMcloud Manager Configurator.app
    2. Modify the communication port and restart the Manager.
    3. Open the Manager’s web user interface (do not forget to use the new port number in the address).
    4. Add the address with the new port as a primary address in the Connection Settings of the Manager in the Servers / Modules page.
    5. Add the address with the old port as an alternative address in the Connection Settings of the Manager in the Servers / Modules page.
    6. Open the new port in the firewalls.
  16. Locate and delete the files which contain the connection data on the client computer(s)

    1. Close ARCHICAD.
    2. Delete the TeamworkLoginDataStore.json file (version 18) or TeamworkLoginDataStore2.json file (version 19 and above). Locations:
      • Windows: C:\Users\<username>\AppData\Roaming\Graphisoft\
      • macOS: System drive/Users/<username>/Library/Preferences/Graphisoft/
    Deleting the .json files will cause that the previously added server entries will be removed from the server list in the Open / Join / Share dialogs.
  17. Check the network infrastructure

    1. Make sure that the driver of the network interface card is up-to-date in all related computers.
    2. Check network cabling (for example replace the cables or try another Ethernet port on the router/switch).
  18. Contact your local GRAPHISOFT support representative

    During the investigation ARCHICAD FastLogger files and BIMcloud / BIM Server log files might be necessary.

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