CadVex user guide · Chapter 10
Troubleshooting and FAQ
Most problems come with a message on screen. Find the message below to see what it means and what to do.
Find your problem below. The words in quotes are the messages CadVex shows. If your problem is not here, contact us.
Sign-in problems
My email code does not work. What should I do?
If CadVex says "This code is invalid or expired. Try again or request a new code.", check that you typed the latest code, then request a new one. If it says "Please wait before trying again.", wait a minute before you ask for another code. Each code works once.
Google sign-in did not work in Cloud. What now?
If CadVex says "Google sign-in could not be completed.", try again, or click Back to sign in and sign in with your email address instead.
Desktop says the browser sign-in expired. What should I do?
Desktop opens a sign-in page in your web browser. If it says "This browser sign-in expired or was already used. Start again.", click Open the sign-in page again and finish within a few minutes. If you copy a code from the browser into Desktop, use it straight away: it works once and expires after 2 minutes.
Desktop cannot reach the CadVex servers on our company network. What should I tell IT?
The message is "CadVex Desktop could not reach the CadVex servers." with a short technical reason under it. Desktop works through your company's proxy: it uses the computer's network and proxy settings and the certificates it trusts, and tries again by itself after a few minutes. If your web browser opens cadvex.com on this computer, Desktop can sign in too. If your company only allows approved sites, write to [email protected] and we will help your IT team. A proxy that asks for a typed user name and password is not supported. See Company networks and proxies.
Cloud says "We couldn't load your account". What should I do?
This is usually a short network or server problem. CadVex tries again by itself for a few minutes. Click Try again, or reload the page. If it lasts, write to [email protected].
License and updates
Desktop says "Connect to the internet to validate your license". Why?
Desktop works offline for a limited time after each successful license check. When that time is over, or when the computer's clock was set back, Desktop becomes read-only until it can check the license again. Connect to the internet and open Desktop; the check runs by itself. You can also click Refresh license in Settings → My Account. See Working offline.
Why is Desktop read-only?
Desktop becomes read-only when it cannot start new analyses: the evaluation has ended, the license could not be checked, or this computer is deactivated. Your saved RFQs, results and quotes stay available to read. The banner at the top says why and offers Manage account, Activate device or Choose a plan.
Desktop says "CadVex Desktop must be updated". What does that mean?
Your version of Desktop is too old to start new analyses. Saved RFQs and finished results stay available. Open Settings → Updates and click Update CadVex, or download the latest version from your account page.
The Desktop update failed. What should I do?
The window "CadVex was not updated" gives the reason:
- On a Mac, CadVex must be in the Applications folder. Move it there, open it from there, then update.
- CadVex cannot replace itself in its folder. Ask an administrator, or download the update from cadvex.com.
- The download was interrupted. Click Update CadVex to continue it.
- The download failed its security check and was not installed. Try again later.
- CadVex could not reach the update service. Check the connection.
- Your license includes updates released until a certain date. Renew updates to install the newer version.
Cloud shows "CadVex was updated" or "CadVex needs a reload". What should I do?
We released a new version while your page was open. Click Refresh or Reload to load it. Your saved analyses and quotes are kept. A tab left open from before an update may also reload by itself the first time it needs a part of the new version.
Desktop says I must deactivate my current device. Why?
Your license is active on another computer. On that computer, open Settings → My Account → Deactivate this device, then activate this one. If you no longer have the old computer, or you reached the limit of device transfers, write to [email protected].
Old analyses
Why does an old analysis not show the new machining plan?
An analysis keeps the plan it was made with. When CadVex improves the way it plans parts, analyses you saved before stay as they were, so your earlier quotes do not change behind your back. Some old analyses show a note that they were saved before the operation breakdown existed, or ask you to re-run the analysis to see the full DFM complexity breakdown.
To see the new plan, upload the part again as a new analysis: start a New RFQ and add the same STEP file. The old analysis keeps its saved price and your edits. In Desktop, Retry in Review parts runs a part again only after a failed, cancelled or interrupted analysis; a finished analysis is not run again.
Will analyzing a part again change the price?
It can. The new plan may have different setups, routes or minutes. A new analysis starts from CadVex's own values: the edits you made in the old analysis stay there and are not copied, so make them again where they still apply. Check the new plan before you send a new quote. Quotes you already saved do not change.
Files and analyses
CadVex cannot read my STEP file. What should I do?
The message says the STEP file could not be read, and may be corrupt or unsupported. CadVex reads .step and .stp files. Export the part again from your CAD system as STEP and try again. A STEP file can be up to 100 MB: above that, Cloud says the file is too large, and Desktop says "The STEP file could not be saved for analysis."
My Cloud analysis stopped after 10 minutes. Why?
Cloud stops an analysis that takes longer than 10 minutes: "Analysis exceeded the 10-minute processing limit." This happens with very large or very complex models. Cloud charges only successful analyses. Try CadVex Desktop for very heavy parts, or write to [email protected] with the part name.
The drawing could not be read. What can I do?
Check that the drawing is a PDF or image that is not password-protected and not larger than 25 MB. If CadVex still cannot read it, keep the drawing attached for your own reference and type the requirements under the upload yourself. See Add a drawing.
Backups and Desktop data
Desktop says "Backup could not be verified". What does that mean?
The password may be wrong, or the backup file may be damaged or incomplete. Check the password and try again. Your current data is not changed by a failed restore.
Desktop opens on "CadVex data could not be opened". What should I do?
Desktop could not open its database or unlock your part files, and stopped so it does not overwrite anything. Choose Restore from backup, or Try latest automatic backup if you have one. If that does not help, click Export diagnostic report and send it to us. Your files are not deleted.
Contact
How do I contact CadVex support?
Write to [email protected], or use the form on the Contact page. Tell us which product (Cloud or Desktop) and which version you use, what you did, and the exact message you saw.
What should I send with a Desktop problem?
In Settings → Backup & Storage, click Export diagnostic report and attach the file. The report leaves out your RFQs, customers, file names, geometry and keys. Do not send CAD files or drawings unless we ask and your customer allows it.
Common questions
Can I use CadVex without an internet connection?
CadVex Desktop runs analyses, drawing reading and quotes without internet. It needs a connection to sign in, to check the license from time to time, and to download updates. CadVex Cloud runs in the browser and always needs a connection. See Install and activate Desktop.
Does a rate I change in one analysis change my shop rates?
No. A change made inside one analysis applies to that analysis only. Your shop rates in Settings stay the same and are used for new analyses. See Set up your shop.
Can I edit a quote after I saved it?
No. A saved quote stays as it was sent. To change it, open the RFQ again, go to Generate quote and save a new quote. See Quotes.
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