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[ Closed ] [Resolved] .dwg files not transferring correctly

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K L, User (Posts: 4)

Feb 10, 2023 5:04:26 am EST

Running windows 11 and viewer version 7.1.7.0.

Until recently everything was working great. However now when I transfer or copy a .dwg (autocad drawing) the file isn't correctly transferred, when I try to open the file autodesk reports that the "drawing file is not valid". I can still copy other files like pdfs.

Pauline, Support (Posts: 2573)

Feb 10, 2023 10:18:15 am EST

Hello,

Thank you for your message.

Could you please make sure that your Host is updated to the latest version 7.1.7.0 as well? Version mismatch between Host and Viewer can often cause performance issues, especially since the File Transfer mode had been re-written in version 7. You can update your Host following this guide.
In addition, please also double-check if the issue occurs when transferring *dwg files only from one directory or it occurs for any locations.

Hope that helps.

K L, User (Posts: 4)

Feb 10, 2023 10:35:03 am EST

Support level: Free or trial

Hi,

Both versions are the same. This only started to happen this week, I have noticed that the utility is slow also, pdfs transfer fine but slowly and .dwg transfer but will not open so may not be completing transfer or becoming corrupt. I am working from home today so I do not have perfect access to me host computer.

When I am back in the office I will try an uninstall and re-install using the only guide.

Thanks

Pauline, Support (Posts: 2573)

Feb 10, 2023 2:34:40 pm EST

Hello,

Could you please let us know if you have any antivirus software installed on the machine where the issue occurs (might be either Host, Viewer or both)? If this is the case, then the issue might be caused by some a/v software activity. Could you please try adding Remote Utilities installation folders to the exception lists as described here and see if this helps to resolve the issue?
Re-installing software might also help, here's a link to the full uninstallation guide just in case you might need it.

Let us know if this helps.

K L, User (Posts: 4)

Feb 14, 2023 7:02:57 am EST

Support level: Free or trial

No luck on uninistall and reinstall. I deactivated Firewalls on both sides and dwg still not transferring correctly.

Pauline, Support (Posts: 2573)

Feb 14, 2023 5:09:22 pm EST

Hello,

Thank you for your message.

Could you please send us an example of any .dwg file, so that we could try to reproduce the issue? You can create an empty file (or at least one without any personal information) and send it to us to support@remoteutilities.com. Then I’ll be able to forward it to our developers for a test.

Looking forward to your reply.

K L, User (Posts: 4)

Feb 28, 2023 5:09:06 am EST

Support level: Free or trial

I have done some more checks and I have narrowed it down to my host PC. From my viewer I can connect to another host and download files with ease. I do not think the issue is directly related to dwg files as I am having difficulty with all file transfers.

Both systems are up to date running the same version.
I have fully uninstalled both viewer and host along with removing legacy registry. and carried out a clean install.
I have uninstalled third party anti-virus from host and added exception to windows defender.
When Transferring files the status bar often gets stuck at 2mb intervals.
Sometimes pdfs and smaller files transfer ok but large files in excess of 2mb often transfer corrupted or incomplete.

Pauline, Support (Posts: 2573)

Feb 28, 2023 10:11:42 am EST

Hello,

Thank you for your message.

In this case, could you please send us the most recent Host log file? It should contain some information on the File Transfer activity, so I could transfer it to our developers for examination. You can end it to us to support@remoteutilities.com.

Looking forward to your reply.

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