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Cannot access to ToneCloud

“I logged in to BIAS FX 2 successfully, but the ToneCloud shows "Empty Result".

0 - Log out and log into BIAS FX 2 again

Normally, the issue can be resolved by logging out and logging into BIAS FX 2.

  • Use macro: #BIAS FX 2::ToneCloud Issue.

1 - Change the Internet environment

Information is included in the macro on step 0:

Ensure that your firewall, VPN, and cloud-based services (such as iCloud, One Drive, etc.) are disabled, including any syncing processes for files in Documents & Desktop.

2 - Delete the caches files (Windows)

Navigate to the following folder and delete the 'cef3' folder:
 Users\USERPROFILE\AppData\Local\Temp\PositiveGrid\BIAS_FX2

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3 - Go to ToneCloud and remove the filter

If the customer access to ToneCloud successfully, please ask them to reset the filter by changing the Genre and Preset View.

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4 - Inform the customer

If the issue still exists after deleting the cache file, inform the customer that we've forwarded the information to our team and will offer update ASAP. (Submit the ticket as on-hold)

If this is a trending issue, link the ticket to the Trending Issue List: Zendesk Feature#Trending Issue

5 - Follow up on the case

WeiTing will provide additional details after the RD team has reviewed the problem.

6 - Case Close

Inform the customer of the solution/current situation. [END]

The macro "ToneCloud Issue" is similar to macro "Login Issue" It require the customer to log out and log into BIAS FX 2.

It also provides detailed instructions on how to disable anti-virus, firewall, VPN, cloud-based, and reset hosts file. It also recommends trying a smartphone hotspot as the Internet connection.

It will guides the customer on how to collect the necessary log files and effectively send them to us for analysis:

The login issue might be related to your Internet connection and certain applications.

Let's try logging out and logging back into BIAS FX 2 without closing the application.

If it still doesn't work, kindly follow the instructions provided below:

  1. Disable all anti-virus software and firewall. How to Enable or Disable a Firewall on Windows and Mac

  2. Disable the cloud-based/VPN programs (e.g., iCloud, OneDrive, Dropbox, etc.).

  3. Reset the hosts file:
    How to Reset Hosts File to Default on Mac and Windows PC

  4. Try connecting to another internet connection, such as a smartphone hotspot.

After following all the steps above, please try to log out and log in to BIAS FX 2 without closing the application.

If the issue persists, kindly assist us by collecting logs from your computer:

Log Collection Tool (macOS) Log Collection Tool (Windows)