AEM Desktop App shows a blank page after connecting

Description

After downloading and installing the AEM desktop app, whenever the customer is trying to connect to the author URL a login error is received:

“An error occurred while logging in. Please check the logs for more details.”

In the log files the following errors were present:

backend.log:

error: aemdesktop native application received error loginerror: AssetError: tunneling socket could not be established, statusCode=407

request.log:

error: check_login  ERR GET https://author-p67006-e643795.adobeaemcloud.com/content/dam.json message=tunneling socket could not be established, statusCode=407, stack=Error: tunneling socket could not be established, statusCode=407
    at ClientRequest.onConnect (C:\Program Files\Adobe\Adobe Experience Manager Desktop\javascript\node_modules\tunnel-agent\index.js:166:19)
    at Object.onceWrapper (events.js:320:30)
    at emitThree (events.js:135:13)
    at ClientRequest.emit (events.js:216:7)
    at Socket.socketOnData (_http_client.js:486:11)
    at emitOne (events.js:115:13)
    at Socket.emit (events.js:210:7)
    at addChunk (_stream_readable.js:252:12), code=ECONNRESET

Resolution

The errors in the logs indicate a connection error.

The customer was using a proxy that blocked access to the AEM author via the AEM desktop app. After bypassing the proxy the customer was able to successfully connect