Hey, for some reason, some of our users are getting “We are sorry, Session initialisation failed” error when opening the model in their browsers → Screenshot by Lightshot .
This issue occurs only for some users. It is working without any issues for me and my team, test were done with Chrome, Firefox, Opera GX, Opera on. For mobile - same browsers were used.
Could it be the localisation issue?
Or the model viewer is not working good with some browsers?
We would need a more precise error report from your users for whom this issue happens. Is this fully reproducible or does the issue randomly happen when these users reload the same page several times?
Additionally, it seems that you are using the version 2 of the ShapeDiver viewer, which is deprecated. It would be ideal to update it to the version 3, which provides more stability and better error feedback.
Responses to your questions from one of our testers that is currently living in BY:
Does this happen all the time when you are trying to load into the page? → YES.
Does this happen only in Chrome browser as shown in the picture? → No, i also tested Opera, Safari and Firefox. It does not work in all of them.
Is this fully reproducible or does the issue randomly happen when your reload the same page several times? → We faced this issue from my laptop, phone and my colleague laptop while they were connected to the our office wifi (we tried two different ones and this bug was still here). But when I switched to 3G, this bug disappeared and it appeared again when I connected to the wifi.
Depending on the response NR 3, could this be internet connection issue?