BIMcloud warnings are getting out of control

[Patrick M]

here is a small sampling of the t/w warnings I have been trouble shooting the past week. This feels like something is broken... or theres something else at play here (my tinfoil hat is on pretty tight right now). And these are about 1/4-1/2 of what I've been sent:

 

  

  

  

 

[ryejuan]

what version of Archicad are you guys using?

[torben_wadlinger]

Hi Nick! Thanks for your effort to put this issue to a higher priority.

As a german, I am known to be a little rude. Therefore: are you kidding me? This thread has 80 comments and nearly 10k views. It's more than half a year old and it is not the only thread of this kind. You have a similar thread on the german forum.

These and other problems are known by GS for years. While I am writing this there is an open ticket about crashing AC while updating bimcloud-hotlinks.

GS is ramping up the costs, so: get into gears!

[torben_wadlinger]

26, 28

[ryejuan]

for the version 28 did you use the global libraries?

[jamesMorris]

Hi Nick,

Thank you very much for your response. I am very happy that somebody is finally taking care of this issue. And I really appreciate that you promise to do better and monitor this forum more. My experience from other software products showed me that forums only thrive if employees are interested in engaging with their users and not because they have to.

The forum is one aspect; the other more important one is your support.

I have 0 options to contact Graphisoft directly! The link you posted tells me to contact my local Partner. For Switzerland that is the company IDC.

I probably sent +30 mails to IDC, and had many very long calls, over a timespan of over a year!

And just to be very clear, I don't blame IDC for this. But somehow apparently this issue never trickled down to you guys? Or did it and you just did not take it seriously?

I think you should contact IDC, analyze this case and try to figure out together how to do better next time.

Another thing that was really frustrating was that I was unable to get any contact details from you guys, nor did anyone ever contact me. 

I get that first-level support is here to catch 95% of the cases, but if I am unable to get second-level support after many, many hours, it is just a very bad experience. 

And not just for me, also for IDC. They basically had to play as an email relay server. This is frustrating and expensive for all parties involved. 

Really looking forward to your response. 

Best regards, 

James

[torben_wadlinger]

nope, and it is clearly a bimcloud-network problem. @jamesMorris and I had tense discussions on this forum about the root of this problems (plural!) but we both agree the main reason is the bimcloud.

[jamesMorris]

Hi @Nick Cornia, it has been over a month and we still got no response from you.

[torben_wadlinger]

Here is the official list of used software libraries, most of them are open source!

https://www.graphisoft.com/legal/license-agreements/third-party-software-licenses

if there is a bug in one of the libraries or if there are side effects between the libraries it is nearly impossible to find and fix the errors.

As I have said a thousand times: make it open source and the chances increase to get the errors fixed.

[jamesMorris]

And just like expected, no response from @Nick Cornia or any other official employee. 

Yet again another embarrassment from Graphisoft. 

I know I sound like a broken record, but when it comes to the Archicad license change, this thread is pure gold!

I am just an IT consultant and not an actual end user. Convincing management that Graphisoft can't be trusted with the switch to SaaS would otherwise be a hard task, but you guys are making this very easy for me. 

[jamesMorris]

Today I was contacted by Mr. S from IDC (Swiss Graphisoft Support).

Apparently Graphisoft saw my previous post and advised him to call me. It was a nice and friendly call, and I hope I did not lost my temper too bad at times. 

If only Graphisoft would put that energy into hunting down a bug or

god forbid, contact me instead of pressuring local resellers 😏

Few things resulted from that call:

- For IDC and Graphisoft the case is closed, since it solved with 27.2.2. 

Also since we are only a small group affected by that bug/issue, this is probably just an edge case. 

So if you still encounter this issue, please don't stop complaining about it here 🙂

- IDC does not interact with the forum, which I totally get. Mr. S agreed that he is not happy with the current state of the forum. You either have to engage with the community, or according to him even better, close the forum and only use phone support. He nor IDC do engage or believe in the forum. 

- Our main argument was about how many times I reached (or other employees) reached out to IDC, how many times IDC redirected stuff to Graphisoft and nothing happened. In his notes, he only had a few entries. This lead me to collect the support history of that case. 

I am a big fan of transparency. That is why I sent the history not only to Mr. S but also to CC to Ms. C and Mr. S from ACME company (the company I do support for with my company). 

Note that this is only what I have in mail! It does not include the many hours on the phone or mails that came from ACME company employees. So this is not everything. And only includes answers from IDC, not what I sent.

25 April 2023
Ticket No. redacted

16 August 2023
Ticket No. redacted

17 February 2023
Ticket No. redacted

23 October 2023
“I have received your file and will forward it internally.”

10 November 2023
“As mentioned in the previous email, we have sent your file to Graphisoft.”

21 February 2024
“Thank you for providing the files. We will forward them to Graphisoft as soon as possible.”

27 February 2024
“We have just received a response from Graphisoft. The files appear to be sufficient for their needs.”

27 February 2024
“I will contact you again once we find a solution or identify the cause.”

Four further emails followed, attempting to rule out possible causes.

11 March 2024
“Your latest information and data are currently being processed by the developers. Unfortunately, we have no further insight at this stage. I will get back to you as soon as we receive any feedback.”

13 March 2024
“Your issue is still with the developers. However, they have now requested more recent BIMCloud log files, as the ones you provided in October are now outdated.”

21 March 2024
“Thank you for the documents. We will forward these updates to Graphisoft so they can be included in their analysis.”

26 March 2024
Mr. K requests a phone call. I am abroad on my holiday. We have a two hour call, discuss how stuff should be handled regarding bugs. Nothing results out of that call.

5 June 2024
Confirmation of receipt: “We hereby confirm receipt of your request. Your second-level case number is HTL---.”

6 June 2024
Ms. L.:
“I suspect that there is not much storage space left on the device, which may cause the issue to reoccur over time. Please ensure sufficient storage is available and expand it if necessary.”

Note: At this stage, the case had already been open for over a year with numerous phone calls and emails exchanged. Hours already went into this. Her statement was therefore frustrating.

24 June 2024
Mr. K suggested that update 27.2.2 would resolve the issue.
Unfortunately, the problem persisted.

Phone call around 26 June 2024
Mr. K discreetly sought information about me from S that works for ACME company.
Mr. S was somewhat irrited by this but agreed that in the future, IDC should be contacted directly through employees rather than via me, salzmann.solutions.

Phone call around 26 June 2024
Mr. K called me in an agitated manner, alleging that I was committing anonymous defamation on an online forum and threatening legal action.
I explained that while I often post anonymously in forums, it is not to hide anything. In fact, I had shared files regarding that bug on my Nextcloud platform cloud.salzmann.solutions. Anyone can find my phone number, business address, and even a photo by simple going to my page. I stand behind all my comments and ACME company know about this forum post.

27 June 2024
Mr. K:
“The simplest solution would be for the architects to contact our hotline directly.”

The support history ends here. 

This is was the time we gave up on using support. 

Funny thing, after I sent this, Mr. S replied to me with something like:

"It is astonishing how much time passed without a result. And this is not an isolated incident. We have a ticket form 10.2023 and ArchiCAD 24 and the problem still persists today after contacting support 04.2025.

There is a wonky workaround, but it is not publicly communicated. Apparently this should be solved with ArchiCAD 29"