Cannot send messages in Teamwork or joined users are not displayed in the Teamwork palette

[Istvan Moharos]

Related versions: v19 and newer

Archicad users cannot send messages in Teamwork and/or joined users are not displayed in the Teamwork palette.

Most probably the cause of the issue is a database corruption on the BIMcloud / BIMcloud Basic.

Troubleshooting process

1. Check for updates

   Make sure that all Archicad clients and BIMcloud / BIMcloud Basic components are updated to the latest build.

2. Delete the Mailboxes database

   1. Stop the BIMcloud Server service (on Windows) or daemon (on macOS) manually.
   2. Open a File Explorer (on Windows) or Finder (on macOS) window and navigate to the Mailboxes folder. Locations:
      • Windows:
        • C:\Program Files\GRAPHISOFT\BIMcloud\Server-<YYYY-MM-DD>\Mailboxes\
          where YYYY-MM-DD is the date of installation
      • macOS:
        • System drive/Applications/GRAPHISOFT/BIMcloud/Server-YYYY-MM-DD>/Mailboxes/
          where YYYY-MM-DD is the date of installation
   3. Delete the Mailboxes.db file.
   4. Start the BIMcloud Server / BIMcloud Basic Module service (on Windows) or daemon (on macOS) manually.

   Please Note

   Deleting the Mailboxes database will NOT cause any project data loss, but the previously sent teamwork messages will be lost.

3. Contact your local GRAPHISOFT support representative

   During the investigation BIMcloud / BIMcloud Basic log files might be necessary.