ARCHICAD users experience offline status in Teamwork

by István Moharos · updated: 10.07.2016

ARCHICAD users might experience offline status in Teamwork projects. When the user appears offline, changes in the Teamwork project cannot be synchronized with the BIMcloud / BIM Server. This checklist aims to help in such situations.

The most common causes of lost connection are: network issues, 3rd party applications are blocking the communication and running out of hardware resources.

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 add further information and/or instructions about the issue.
    3. Make sure that BIMcloud / BIM Server is fully accessible.
  3. 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.
  4. Does the BIMcloud / BIM Server computer have a wired and a wireless connection also?

    • Use wired connection.
    • Try to turn off the wireless.
  5. Check the schedule of the built-in backups in the BIMcloud / BIM Server Manager

    1. Open the BIMcloud / BIM Server Manager’s web user interface in a browser.
    2. Navigate to the Projects page.
    3. Select the projects/folders one by one and check the Backups panel.
    4. Make sure to schedule BIMProject backups to run outside of working hours.
  6. 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.
  7. 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.
  8. Is the server computer used only for BIMcloud / BIM Server or for a file server too?

    1. Check teamwork while the file server is not used.
    2. Use a dedicated disk (or if it is possible, a dedicated computer) for BIMcloud / BIM Server and another one for the file server.
    BIMcloud / BIM Server and a File Server are highly I/O intensive applications, that tend to regard the data storage as their own. If you host both on the same computer this could lead to conflict over resources resulting in neither application working efficiently.
  9. Check the performance on the server computer while ARCHICAD users experience the issue

    1. Make sure that the server computer meets the system requirements, see the Recommended Hardware article for further info.
    2. Open Task Manager (on Windows) or Activity Monitor (on macOS) on the server computer and check the CPU, memory, network usage and the disk load. Check if another application uses most of the resources or if the usage stays at 100% for a long period.
    3. Improve the hardware resources if necessary.
  10. Check the network infrastructure

    1. Make sure the driver of the network interface card is up-to-date in all related computers.
    2. Check network cabling (for example replace the cable or try another Ethernet port on the router/switch).
    3. Try to copy a large file from a client computer to the server computer through the network. If the speed fluctuates then it can refer to a faulty Network Interface Card.
  11. 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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