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Licensing, Cloud and Web Services
Licensing, Cloud and Web Services Wiki CONNECTION Client says "Working"
    • Sign In
    • Contacting Entitlements Support (Licensing and User Management)
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        • Bentley Licensing Tool does not recognize CONNECTION Client is signed in
        • +CONNECTION Client Fails to Sign In
        • +CONNECTION Client Installation Issues
        • CONNECTION Client Interoperability Error
        • CONNECTION Client never finishes signing in
        • CONNECTION Client says "Working"
        • CONNECTION Client - Connection Failure - 500 internal Server Error in logs file
        • Error - This account is not associated with an organization
        • Health Check failure: Unable to connect to domain https://connect-wsg20.bentley.com
        • How to enable the chromium option in CONNECTION Client
        • I receive a 'Script Error' or 'Page Expired Error' when logging onto the CONNECTION Client
        • Microsoft Edge can't read and write to its data directory
        • Performing a Fiddler trace
        • Script Error when you start the CONNECTION Client
        • Suppress the CONNECTION Client prompt
        • The Webpage Cannot Be Displayed After Sign In
        • User failed to login
        • -1 Bentley Licensing Service cannot start error
        • Bentley licensing tool running in Server Mode and need to turn off
        • Collecting Event Viewer logs
        • CONNECTION Client Recommends Update for Version Already Installed
        • Elevated CPU usage for the Bentley CONNECTION Client process
        • Installation canceled by user message when applying updates
        • Script Error dialog on sign in with 'Promise' is undefined error, or Connection Failure
        • SES-based products hang on startup
        • CONNECTION Client Showing Trials
        • Determining IP address ranges for services used by CONNECTION Client
        • Login token expiration drifts one day upon renewal
        • User name on sign-in page is pre-populated and cannot be changed
        • Using a proxy bypass to avoid connectivity errors with internal servers
      • +CONNECTION Client Announcements
      • CONNECTION Client start up panel pops up frequently
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    CONNECTION Client says "Working"

    Product(s): CONNECTION Client
    Version(s): 11.00.01.xx and newer
    Area: Access

    Problem

    The CONNECTION Client says "Working" and never completes sign in

    Details of the issue

    In almost all cases, we have identified this issue as a problem caused by Microsoft's Auto-update of the Edge Webviewer.

    Possible Issue 1 - WebView2 automatic update failed

    Microsoft Edge WebView2 Runtime periodically updates itself. After doing so, it sometimes fails to load thereafter.

    Solution

    To resolve the issue, perform the following steps:

    1. Navigate to https://developer.microsoft.com/en-us/microsoft-edge/webview2/.
    2. Scroll to the bottom, and click the Download button under Evergreen Bootstrapper in the lower left corner to obtain a standalone installer for Microsoft Edge WebView2 Runtime.
    3. Right-click on the Windows Start menu, and select Apps & Features from the contextual menu.
    4. Find Microsoft Edge WebView2 Runtime in the list of installed products, and remove it.
    5. Run the installer obtained in Step 2.
    6. Restart CONNECTION Client by opening the system tray, clicking on the CONNECTION Client icon, and selecting Exit. It should start again within 15 seconds.

    Possible Issue 2 - 32-bit installation of Microsoft Edge 

    Problems arise when a 32-bit Edge Chromium is installed on a 64-bit OS. To confirm, please perform the following steps:

    1. Open Microsoft Edge.
    2. Click the three dots in the upper right corner, and select Help and Feedback > About Microsoft Edge from the contextual menu.
      Screenshot of menu item
    3. Note whether a 32-bit or 64-bit release is installed. If a 32-bit release is installed, contact your IT team for further assistance. A 64-bit release is required for CONNECTION Client 11.00.02.xx or later to function.

    Solution

    Uninstall x86 Edge Chromium and install x64 Edge Chromium.

    Possible Issue 3 - Firewall / Antivirus rules

    In a few cases, there is a local change to the Firewall and/or Anti-Virus configurations done by the Organization. Please ask your IT team to check for updates or changes to the environment

    Possible Issue 4 - Citrix Environment

    If you are using a Citrix environment with API Hooks enabled, the Microsoft Edge WebView client may need to be added as an exception per the following article:
    "Working" message in Citrix environment after upgrading to CONNECTION Client 11.00.02.xx

    Possible Issue 5 - BeyondTrust Privilege Guard

    An incompatibility with Avecto's BeyondTrust Privilege Guard has been discovered that interferes with the Microsoft Edge WebView2 Runtime we use in CONNECTION Client 11.00.02.xx or later.

    Solution

    Open Task Manager and note whether a process named Privilege Guard Client is running. If running, try temporarily disabling Avecto Privilege Manager on the machine, and note whether the problem subsides. If it does, contact Avecto support for further assistance.

    See Also

    Microsoft Edge - Policies

    CONNECTION Client Release Notes

    Unable to login into CONNECTION client (version 11.xx.xx.xx) on Windows 10 machine

    How to collect logs and submit logs

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    • Tamicca Sellars Created by Bentley Colleague Tamicca Sellars
    • When: Tue, Apr 27 2021 3:45 PM
    • jeremyhoesly Last revision by Bentley Colleague jeremyhoesly
    • When: Wed, Dec 28 2022 4:16 PM
    • Revisions: 55
    • Comments: 0
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