Frequently Asked Questions

Does my Operating System support the MachiningCloud app?

Windows 8.1 The App requires Windows 8.1 with Update1 or higher.

To get update1 – you need the Windows update - KB 2919355. Here is a link on how to install this update from Windows update: https://support.microsoft.com/en-us/help/15356/windows-8-install-update-kb-2919355

Windows 7 The App also supports Windows 7 SP1 or higher.
If you have Windows 7 machine but no SP1, you can update to SP1 via Windows Update. Instructions are available here: http://windows.microsoft.com/en-us/windows7/install-windows-7-service-pack-1. You will require following update: “Service Pack for Microsoft Windows (KB976932)”

What is the screen size requirement for me to use the MachiningCloud app?

The App requires a screen size larger than 7 inches for both iOS and Android.

Why is the App not starting after I installed it?

Please clean up the folder C:\Users\<username>\AppData\Roaming\MachiningCloud\MachiningCloudApp\cache, and then restart the app.

Why is the MachiningCloud app install stuck?

Please provide the following information by emailing support@machiningcloud.com

  1. Description of the issue
  2. App version number
  3. What are you trying to do? i.e., new installation, upgrade or uninstallation?
  4. If upgrading, what is the previous version you were using?
  5. At what stage during installation, uninstallation, or upgrading did the error occur?
  6. Please provide a screen capture of the error message you see on your screen
I just installed the App. Why can I not log in?

Please be sure you have signed up and registered successfully. If you have registered and still cannot log in, please reset your password. If this does not work, please email support@machiningcloud.com

Why did I not receive the password reset email?

Please first check your SPAM folder. If you do not see the email in SPAM, please contact support@machiningcloud.com

Why can I not connect to my server?

Can you see what you get after you click on these links? We are trying to determine if your IT needs to provide access to MachiningCloud.

https://www.machiningcloud.com/
https://production.machiningcloud.com/app/Latest/WebServices/Base.svc/Version

Please make sure your IT has enabled access to following links and ports
https://production.machiningcloud.com (port 443) and http://production.machiningcloud.com (port 80)

How can I obtain the App version information?

To get the version of the app, start the app, Click on Help > About & Support

 

I have a problem with a 3D model of an assembly. How can I obtain assistance?

Please report your 3D model issue through the link in the 3D viewer.

How can I obtain assistance for problems with my Esprit export?