Autodesk ID sign in option not showing for some users

Hello everyone,
Long time reader, first time poster.
We’ve been having some issues updating SG Desktop from 1.5.4 to 1.7.0 on Windows 10.
Our site is fully migrated to Autodesk ID and our users have been logging with the new system no problem. We’ve successfully updated most of our users to Desktop 1.7.0 and they’ve had no issue logging in.
However, upon updating some of our users (physically located in Mumbai), they are not presented with the “Sign in using the Web.” option on the Shotgun Desktop Login dialog. They instead get the old user and pass fields. Removing the auth yaml files from SG home did not help. After trial and error I’ve found that the issue is with SG Desktop 1.6.1 and higher, all older versions work as expected.

This issue only seems to effect users in India. We really need to update for Python 3 and Qt5 support.
Any insight or fixes would be greatly appreciated!

1 Like

Hey, could you send us a ticket on our support page, linking to this thread, and provide us with the file tk-desktop.log. You can find your logs at this location.

Seems the issue was our custom tk-framework-desktopstartup didn’t get synced between our two locations. The one in Mumbai was roughly equivalent to v1.10.x, updating that framework solved the problem.