Sharing operation failed. Service could not be reached - realm or server address could be wrong


Software version: Not version-specific

Last updated March 16, 2021 by Tekla Global Support tekla.structures.ghd@trimble.com

Environment: 
Not environment-specific

Sharing operation failed. Service could not be reached - realm or server address could be wrong

Question:
I am unable to connect to the model sharing service and get the following error:
"Sharing operation failed. Service Could not be reached - realm or server address could be wrong.  Please check the model sharing log, and contact Tekla Structures support if the problem persists."

Answer:
Check the model sharing service logs (ClientLog_cat.txt or ClientLog_dog.txt) to see if the reason is that email is not verified in system.
2021-02-19 12:37:02 UTC: [ERROR]
TS Facade: Connect (cloud) returned error: Connect failed in phase1: NetworkError (10)
Network error: Status: 401 (Unauthorized)
TeklaStructuresFacade 3.13.9.0 failed to connect cloud service using service url https://tmss-eu.teklamodelsharing.com from Z-USERMACHINE.
Check service documentation for connection requirements.
(ErrorCode: ServiceUnreachable)
[] [] [p=9a9aa999-c99a-999a-a999-99aaa9a9aaaa][]

There can be scenarios where the account.tekla.com email verified and Trimble Identity email verified fields are out of sync so that the Trimble Identity record may show as not verified.  To resolve this reset the password via the account.tekla.com Trimble Identity login in screen - this has proven the resync email verified fields.

See also
Trimble Identity for Tekla Online services

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