Hi,
I have an issue with the 3D viewer on the browser (Chrome + Edge). Trying to view any model will load infinitely and not display anything. I logged out logged in several times, cleared the cache but nothing changes.
What’s even more strange is that my colleague is able to visualize those models.
I notice there is an error in my console compare to my colleague
Below are the response and request headers
Thanks in advance for the help !
Hey @Benjamin_TAN ,
What permission do you have on this Project?
@fabians might follow up with some more questions…
I get a completely blank screen too on several of my Speckle projects:
Re-Wind
https://app.speckle.systems/projects/819e2ce794/models/1777ce51ab
Kai Tak
https://app.speckle.systems/projects/013aaf06e7/models/f9d7607909
Try Stuff
https://app.speckle.systems/projects/2d25222584/models/0afd33866b
I’m not sure if its entirely related, but there have been some intermittent errors coming out from our Objects API (used by the Viewer) for the past couple of days. We’re looking into resolving those, and that may resolve the issue.
Another thing to look into - I notice there’s some kind of security software (Fireglass?) adding various query params to the page. At the same time, the 403 error doesn’t really make a lot of sense when the page has clearly loaded. This makes me wonder if the security software isn’t breaking something - is it possible for you to test the page without it?
I see from the response headers that they look a bit different from what they usually look like. The Via: ....prod.fire.glass header looks weird, maybe its proxying the request through fire glass’ servers?
@JoostGevaert That was an issue that popped up in the last 30 minutes and is already fixed, it should be unrelated from the other issue
Ow sorry, thought it sounded kinda similar.
Works on my phone again.
Thanks for the quick fix!
I did open that same URL you had open in the screenshot and it does work on my end. Could you try again now that the Objects API outage is resolved? I still feel like its that Fireglass security product that could be at fault here
I opened the URL from my personal laptop and it displays correctly. I will try again tomorrow with my company device and let you know how it works. I also still feel like it’s related to the Fireglass system.
So I tried several stuffs and it is definitely linked to a security system on our side (don’t know if it’s exactly Fireglass or something else).
If we connect to another wifi instead of the company wifi and without our vpn, we are able to see the models in the viewer.
When we are connected to our wifi, in the network tab we dont receive any graphql query while we do if connected to personal phone’s mobile data for example
We are investigating with our IT and will update you.
Hello everyone,
our IT team managed to solve the issue and here are the steps they did:
This trouble shoot may be applicable for PC’s with Symantec WSS agent installed ONLY
- Disable WSS agent
- Check whether it runs properly
- If it does, go to Symantec Site Review page Symantec Sitereview
- Verify categorisation of the URL https://app.speckle.systems
- if it shows “This URL has not yet been rated”, go to VirusTotal and verify URL
- If the analysis is ok (no vendor considers the URL as dangerous), go back to Symantec Site Review and categorize the URL
- Re-run on Speckle after you receive confirmation email from Symantec
Hope this helps
