RESOLVED - Fusion 360 service degradation (can't get online?)

[brianrepp]

All – we are currently experiencing intermittent service issues that may impact your ability to login and/or return from being taken into offline mode.  The issue may also affect your ability to run a cloud solve Simulation.  We are actively working on repairing the problem and appreciate your patience (NOTE - we have an update planned for the evening of 10/13/16 that should fix the issue).

Below is a workaround that should allow you to return online and/or complete a cloud solve, please let me know if you have any trouble.  In order for the cloud solve to re-initiate, please make an change to the affected document after removing the XML file.

Remove the LoginState.xml file and Restart Fusion 360:

Mac OS 

1. Close Fusion 360
2. In Terminal, type the below command and press enter 
   open ~/library/ 
3. In the Subsequent Finder window (Macintosh HD > Users > %Profile% > Library), browse to 
   ~/Library/Application Support/Autodesk/Web Services
   NOTE - if you are on a version from the Mac App Store, browse to:  ~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk
4. In the Web Services (or Autodesk for App Store) Directory, locate the LoginState.xml file
5. Right click on LoginState.xml and select Move to Trash 
6. Restart Fusion 360 

Windows 

1. Close Fusion 360
2. In windows explorer browse to   %localappdata%\autodesk\web services
3. In the Web Services directory, right lick on the LoginState.xml file and select delete 
4. Restart Fusion 360

[MATTHEW_SORRENTINO]

NVM

[AdvancedResearchCC]

Hi Brian, Trying to follow this on mac OSX and there isn't such a folder as you reference!

Can you please check for the file path to make sure it's correct on the mac solution?

[brianrepp]

Hi @AdvancedResearchCC - Can you make sure that you're in your User Library and not the System Library folder?

In the View Menu for the Finder Window, make sure that you have Show Path Bar enabled.

The full path will look like this:

If the open library command is not working in Terminal.

You can select the Go drop down menu in Finder. Hold down the ALT (Option) Key on your keyboard. 

When you do this, the Library directory will appear.

If you select Library it should get you to Macintosh HD > Users > %username% > Library..

[AdvancedResearchCC]

yeah im in the right folder - but the autodesk folder isn't there - this was downloaded using the app store, could that be the issue? 

[kellings]

It took me a minute to figure it out on my Mac as well. After pasting in the command in the Terminal, in the next Finder window look for the folders below. 

Application Support/Autodesk/Web Services

You will then delete the file named LoginState.xml

[AdvancedResearchCC]

But as the screenshot above shows, no such folder exists. I'm thinking this must be because it was installed via the app store. Attempting a manual DL + install now. 

[brianrepp]

@AdvancedResearchCC - it sounds like you are now installing the version from our website rather than the App Store?

My apologies for the confusion, I just learned that the location for those on the Mac App Store version can actually locate the file here:  ~/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk

[AdvancedResearchCC]

Awesome - that worked. 

OK so # 1 just for a heads up I did the following:

1. deleted the app store DL

2. Dl'ed from the website +installed the program

3. attempted to open - it failed to open correctly after asking for my login credantials (likely due to the bug which started your first post). 

4. saw your email.

5. deleted the newly installed app via the remove icon.

6. pulled the original app store version out of the trash

7. followed the instructions listed. Just to be clear the file is in /users/*user*/Library/Containers/com.autodesk.mas.fusion360/Data/Library/Application Support/Autodesk/Web Services/

8. launched the application

9. logged in

10. it's working!

[AdvancedResearchCC]

BTW just wanted to say thanks for staying on this and helping me to figure it out!

[brianrepp]

Great additions for anyone else who goes through the same steps, thanks @AdvancedResearchCC!  Glad you're back up and running, and again, sorry for the hassle this caused.

[brianrepp]

@AdvancedResearchCC my pleasure, thanks for bearing with me!

[NickRossi]

Hi Brian,

Thanks for posting this; I was wondering what was going on.  In the folder you specified, I see two XML files.  Which of these should I delete?  I have attached a screenshot for your reference.

Thanks,

Nick

[brianrepp]

Hey Nick - you would want to delete the loginstate.xml file.  Let me know if it works!

[NickRossi]

That worked perfectly. Thank you, Brian!

[keqingsong]

UPDATE (Oct. 9, 2016, 10.15 A.M PST) - We've detected cases that data upload and import via the data panel isn't finishing. We recommend that you do not import any new data for the time being. We are assessing this issue and are working to get this fixed. Please follow this thread for more updates. We apologize for the inconvenience.

[Anonymous]

Isn't working for me. My files don't complete the upload.

[keqingsong]

Update: Data uploads and import should finish now. We're working on making sure upload speeds are back up to 100% operational.

[shrirangmoghe]

Hello All,

We restored the  Import/Upload performance 1.5 hrs after Keqing's resiliency post when Imports/Uploads started succeeding.

Happy Trails!.

Regards,

Shrirang Moghe

Fusion 360 Dev

[brianrepp]

UPDATE - Data uploads and imports are seeing delays again.  As before, our recommendation is to hold off from importing any new data for the time being, while the team is resolving the issue.