Vault Thin Client “Viewer failed to load the model” Error

September 29, 2023 Heath White


Users experience a failure when attempting view files in the Autodesk Vault Thin Client. This is often accompanied by a “Your request timed out.” message as well.  They may also see a notice that “Your request is still being processed. Some models take longer to load”.


The cause is due to a corruption or misconfiguration of the IIS settings for the application pools.  In each instance we’ve seen this behavior, no one could recall having manually changed those settings and modification of those settings was not instructed by any Vault maintenance or troubleshooting steps that may have been performed.

An error like the one below can be found in the event viewer whenever the users experience this problem.

If you check the Application Pool settings, you will find that the “Load User Profile” will be set to “True” which is not the default setting and is the root cause of the problem.


Setting the Application Pool settings “Load User Profile” to “Fase” has resolved this in each case we’ve come across.

For additional information:


About the Author

Heath White

Sr. Technical Support Specialist, Manufacturing

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