Symptoms
"Cloud Connection Failed" message appears after signing in to the application.
Likely Causes
- Incompatible TLS version.
- Firewall or proxy is blocking required Ansys domains.
- Corrupted or missing local configuration.
- Using an old version that contains a bug.
Checks and Actions
1. Check Local Configuration
Open OnScaleUserDetails.xml in app data (for example, C:\Users\YOUR-USER\AppData\Roaming\Ansys\). The file should contain account details.
2. Check for Error Messages
Review any error messages shown in the application.
3. Check Network Access
Confirm with the user's IT team that firewall or proxy settings are not blocking traffic. Ensure the user's IT team is aware of Required Domains For Firewall Allowlist .
4. Check TLS Version
Ensure the system supports the TLS version required for the Ansys release. 2025 R1 requires TLSv1.1, which may be considered insecure depending on the customer's environment. (2026 R1 supports TLSv1.2.) Confirm with the customer's IT team that this specification is acceptable.
5. Clear Local Application Data
- Close the application.
- Navigate to the %AppData% directory.
- Rename the vXXX folder (e.g., to vXXX_backup).
- Restart the application (a new vXXX folder will be created automatically).
- Re-test the login to Burst.
6. Update Ansys Version
Update Ansys to the latest version. There have been cases where this resolves the issue.
Escalation
If the issue is reproducible, contact Support with the following information:
You are navigating away from the AIS Discovery experience