topic Re: help with update error in Fusion Design, Validate & Document Forum

help with update error

tprice71 — Tue, 07 Feb 2017 03:12:34 GMT

Got the update error again when I start. Could someone look at the log and advise how to fix? Many Thanks!

Re: help with update error

Mike.Grau — Tue, 07 Feb 2017 08:06:40 GMT

Hi @tprice71

Thank you for your post in the Forum.

Looking at your log file, it looks like that another installation has blocked Fusion 360 from updating.

Please could you follow these steps in order to help me troubleshoot your issue:

Deactivate all Firewalls and Antivirus software
Run the automatic clean uninstall script for Windows and Mac or
Download the latest Build of Fusion 360 with the link Here
Install it with Right-Click on the *.exe "Run as Administrator"
Right-click on the Fusion 360 launch icon and "Run as Administrator"

If this does´t help, could you please share more information with me and send us the Installation, Application and Web Services Log files Here

I hope this information helps. Please, keep me updated.

Thanks,

Re: help with update error

tprice71 — Wed, 08 Feb 2017 02:57:03 GMT

ok, that seemed to fix it. Do I have to "run as admin" each time I open Fusion?

Re: help with update error

tprice71 — Thu, 09 Feb 2017 01:13:22 GMT

fired up Fusion this evening and got update error again. Posted new log.

Re: help with update error

Mike.Grau — Thu, 09 Feb 2017 08:47:37 GMT

Hi @tprice71,

Thanks for the update and sharing the webdeploy log file

The following error message apears.

adsk.dls.streamer.exceptions.LockedRegistry: An installation is already in progress

This is pointing to the Windows Installer Service which is in use by another Software.

Could you may check in the "Windows Installer" Service is started and set to automatic?

I look forward hearing from you.

Thanks,

Re: help with update error

tprice71 — Fri, 10 Feb 2017 02:52:44 GMT

The Windows Installer Service is set to "manual" it is grayed out and I cant change it to automatic.

Re: help with update error

Mike.Grau — Fri, 10 Feb 2017 09:30:23 GMT

Hi @tprice71,

Thanks for the update.

This information is really helpful.

Yes, I assume that a thirdparty software like an Additional Firewall and Anti-Virus Software is blocking this Service.

Could you make sure to uninstall any Software which may disables this Service that you´ll be able to set it to automatic?

Please, keep me updated.

Thanks,

Re: help with update error

tprice71 — Fri, 10 Feb 2017 18:23:15 GMT

This is a new desktop PC I just purchased. All I have installed are Fusion 360 , and BitDefender antivirus software. Are you saying the I have to uninstall BitDefender? It worked fine on my other pc. One other strange thing on this new PC is that it can't keep time after a restart. I don't pay it attention until I start Fusion and it gives me an error about times not matching. I have to go reset the time on my PC before Fusion will continue. This may be unrelated to this issue, but I thought I would let you know. I may need to contact BitDefender and see if I can change some settings if you think that is the problem. I don't want to run without virus protection.

Re: help with update error

Mike.Grau — Mon, 13 Feb 2017 16:51:37 GMT

Hi @tprice71,

Thanks for sharing this.

Yes, the Antivirus software may cause an issue here.

To be able to test Fusion 360 on your OS,could you just uninstall BitDefender and Activate Windows Defender and the Windows Firewall?
Perhaps, a couple windows updates have been blogged by the Antivirus Software. Could you just check if there are any missing windows Updates which need to be installed?
The time issue is pointing to the system time which you can set automatically in Windows time settings? You may want to go into BIOS as well check the system time there just to make sure there is no major issue.

Could you may share a bit more information with us?

Send us the "Graphics Diagnostic" information using this article Here
Send us the Installation, Application and Web Services Log files Here
Share your "System information" and use the article Here

I hope this information helps. Please, keep me updated once you have tested your OS

Thanks,

Re: help with update error

tprice71 — Wed, 15 Feb 2017 00:51:17 GMT

I opened Fusion 360 this evening ( using right click, run as administrator) and I get a strange error. I didn't get all of it because it flashed up then disappeared. It said something to the effect that " the terms of this account have not been met" then Fusion loads up, but without me being logged in. I noticed up in the top left of the screen it was updating, so I let it run till it finished. No errors. I then closed it down, restarted (as administrator) a log in screen appears, I sign in, and Fusion starts up, with my settings and data. I noticed again in the top left it was updating, this time it took about 10 seconds to update. No errors.

I'm still running Bit Defender, haven't changed anything since the last post.

Re: help with update error

Mike.Grau — Tue, 28 Feb 2017 15:44:05 GMT

Hi @tprice71,

Thank you for sharing your system information and the log files.

I could see multiple network and installation related errors which are probably due to the activated BitDefender Anti-Virus software.

The Windows Update and Installer service are disabled due to the installed BitDefender software.

You may miss important updates too on your OS.

I would recommend to do uninstall BitDefender for now, update your OS and do an automatic clean uninstall of Fusion 360.

Please, keep me updated. I hope this helps.

Thanks,

Re: help with update error

tprice71 — Wed, 01 Mar 2017 01:02:04 GMT

I uninstalled Bit Defender, did the clean uninstall and reinstalled, everything looks OK so far. I didn't know there was an outage going on. I will check it out when we go back online. Do you think I should not use Bit Defender anymore?

Re: help with update error

Mike.Grau — Wed, 01 Mar 2017 10:33:42 GMT

Hi @tprice71,

Thanks for the update.

I´m glad that uninstalling BitDefender solved the problem.
Yes, the service outage happened yesterday night but it has been resolved.

Please, try to log into Fusion 360 everything should be running fine.

I would use the Windows Firewall and Microsoft Security Essentials which should work great.

I hope this helps.

Thanks,