Learning Forum

[rmerlob]

Hi,

After installing the student version of Ansys 19.2 on a specific computer I noticed the online help wont open (see image helpNotOk.png), I tested it on two other computers and it correctly logs on to the help system (see image helpOk.png).

Anyone have an idea on how to fix it?

I don't know if it matters but the pcs that work have windows 7 and 8, the one that doesn't is windows 10.

Best Regards,

RM

helpNotOk

helpOk

 

 

[tsiriaks]

Hi rmerlob,

Can you try the suggestions here

https://forum.ansys.com/forums/topic/links-to-help-go-to-customer-portal-sign-in-page/

Thanks,

Win

[rmerlob]

Hi, thanks for the suggestion, I tried it but no luck.

I think my issue is a little different because the help buttons on the installed software (workbench, fluent, Ansys Help shortcut) are the ones that take me to the login page (again only on one computer, reinstalling didn't help)

I think that post is meant to help people who are clicking links on the forum and get the login page by making them use the help buttons on workbench to log them in (this is exactly what is not working for me) and then making them paste the actual url of the help page they want.

Best regards,

Rodrigo

[tsiriaks]

Hi rmerlob,

Thank you for trying this and for the info.

I'm out of idea now but I have asked some folks to look into this and chime in if they have any other thoughts.

Thank you,

Win

[rmerlob]

By the way, there's something else I think might be useful, the computer that doesn't work was the only one I tried which was offline the first time I installed the software.

Is it possible some configuration file or registry key is not being removed when uninstalling and since it was offline it has the wrong key or something like that?

I imagine a scenario where it couldn't retrieve a secure key for the online log-on the first time around and it defaulted to something that is not valid and now its stuck there because uninstaller doesn't remove it.

RM

[pgl]

rmerlob, 

Can you take a look at your system environment variables on the problematic machine?

Do you see one called "ANSYS_INTERNET_DOC"  with a setting of "https://ansyshelp.ansys.com"

Also, what happens if you use your browser (not the help menu) to go to  https://ansyshelp.ansys.com/ on that same machine? 

[rmerlob]

hi pgl,

None of the machines I´m trying this with have the "ANSYS_INTERNET_DOC" system environment variable, I added it to the problem machine but nothing changed.

When I follow https://ansyshelp.ansys.com/ on the problem computer I get the customer portal sign in, when I do it on the other machines I get the help page correctly.

 Just as a side note: lucky I tried it on the other machine first, if not, I would´ve never known the help was even available for students as it took me directly to a customer log-on I had no access to. Needless to say trying to figure out new software without all the documentation is almost impossible.

Another edit: following https://ansyshelp.ansys.com/ only opens the help in the machines that work AFTER I have clicked on the installed help shortcut,  the help buttons on the software probably do the same thing.

 

 

[tsiriaks]

Hi Rodrigo,

We have heard from our IT that

'make sure the clock and date time are set correctly. Also if they could provide their public IP they are coming from and a date and time they try and click from the software to launch the help site, we can check logs. '

Also regarding the ANSYS_INTERNET_DOC env. var. , Paul (pgl) was asking to check if it was set. Please don't set this env. var.

Thank you,

Win

[rmerlob]

Thanks for the help, clock was 4 minutes behind and that was enough, I did check that at some point but was looking only for the date, I´ve never seen a site that needed it to be that accurate.

Best regards,

RM

[tsiriaks]

Hi Rodrigo,

That's great ! Glad that helps.

I've never seen issue like this either. 

Thank you,

Win