{"id":460447,"date":"2026-06-29T07:22:45","date_gmt":"2026-06-29T07:22:45","guid":{"rendered":"https:\/\/innovationspace.ansys.com\/forum\/forums\/topic\/cloud-connection-failed-when-signing-in-to-the-application\/"},"modified":"2026-06-29T11:18:48","modified_gmt":"2026-06-29T11:18:48","slug":"cloud-connection-failed-when-signing-in-to-the-application","status":"publish","type":"topic","link":"https:\/\/innovationspace.ansys.com\/forum\/forums\/topic\/cloud-connection-failed-when-signing-in-to-the-application\/","title":{"rendered":"&#8220;Cloud Connection Failed&#8221; When Signing In to the Application"},"content":{"rendered":"<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;main class=&#8221;container&#8221;&gt;&lt;article&gt;&lt;h2&gt;Symptoms&lt;\/h2&gt;&lt;p&gt;&#8221;Cloud Connection Failed&#8221; message appears after signing in to the application.&lt;\/p&gt;&lt;h2&gt;Likely Causes&lt;\/h2&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li>Incompatible TLS version.<\/li>\n<li>Firewall or proxy is blocking required Ansys domains.<\/li>\n<li>Corrupted or missing local configuration.<\/li>\n<li>Using an old version that contains a bug.<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h2&gt;Checks and Actions&lt;\/h2&gt;&lt;h3&gt;1. Check Local Configuration&lt;\/h3&gt;&lt;p&gt;Open OnScaleUserDetails.xml in app data (for example, C:\\Users\\YOUR-USER\\AppData\\Roaming\\Ansys\\&lt;version&gt;). The file should contain account details.&lt;\/p&gt;&lt;h3&gt;2. Check for Error Messages&lt;\/h3&gt;&lt;p&gt;Review any error messages shown in the application.&lt;\/p&gt;&lt;h3&gt;3. Check Network Access&lt;\/h3&gt;&lt;p&gt;Confirm with the user&#8217;s IT team that firewall or proxy settings are not blocking traffic. Ensure the user&#8217;s IT team is aware of <a href=\"https:\/\/ansyshelp.ansys.com\/account\/secured?returnurl=\/Views\/Secured\/cloudsub\/v000\/en\/cloudsub_qs\/cloudsub_qs\/domains_required_for_firewall_allowlist.html\">Required Domains For Firewall Allowlist <\/a>.&lt;\/p&gt;&lt;h3&gt;4. Check TLS Version&lt;\/h3&gt;&lt;p&gt;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&#8217;s environment. (2026 R1 supports TLSv1.2.) Confirm with the customer&#8217;s IT team that this specification is acceptable.&lt;\/p&gt;&lt;h3&gt;5. Clear Local Application Data&lt;\/h3&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ol>\n<li>Close the application.<\/li>\n<li>Navigate to the <em>%AppData%<\/em> directory.<\/li>\n<li>Rename the <em>vXXX<\/em> folder (e.g., to <em>vXXX_backup<\/em>).<\/li>\n<li>Restart the application (a new <em>vXXX<\/em> folder will be created automatically).<\/li>\n<li>Re-test the login to Burst.<\/li>\n<\/ol>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;h3&gt;6. Update Ansys Version&lt;\/h3&gt;&lt;p&gt;Update Ansys to the latest version. There have been cases where this resolves the issue.&lt;\/p&gt;&lt;h2&gt;Escalation&lt;\/h2&gt;&lt;p&gt;If the issue is reproducible, contact Support with the following information:&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n<ul>\n<li><a href=\"https:\/\/innovationspace.ansys.com\/forum\/forums\/topic\/information-required-when-contacting-support\/\">Information Required When Contacting Support<\/a><\/li>\n<li>Relevant files (for example, OnScaleUserDetails.xml). If the file is missing or blank, inform Support accordingly.<\/li>\n<\/ul>\n<p>&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;\/article&gt;&lt;\/main&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;&lt;\/p&gt;<\/p>\n","protected":false},"template":"","class_list":["post-460447","topic","type-topic","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"Symptoms&quot;Cloud Connection Failed&quot; message appears after signing in to the application.Likely CausesIncompatible 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 Actions1. Check Local ConfigurationOpen OnScaleUserDetails.xml in app data (for example, C:\\Users\\YOUR-USER\\AppData\\Roaming\\Ansys\\). The file should contain account details.2. 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