topic Re: Software will not come up after an upgrade in Fusion Design, Validate & Document Forum

Software will not come up after an upgrade

Anonymous — Thu, 15 Dec 2016 17:03:28 GMT

I get an "Unable to set up Fusion 360 for your Autodesk account." error.

I was just using the software when it started an upgrade, I restarted the software after it was done and got the message above. What's up?

Re: Software will not come up after an upgrade

innovatenate — Thu, 15 Dec 2016 18:02:36 GMT

Welcome to the user community! I wish it was under better circumstances. I am sorry to hear about this issue.

That error message should only show when you are signing into Fusion 360 for the first time and there is an error setting up the account. Did it prompt you to sign in again after installing the update? Is there any chance you entered the wrong Autodesk ID or e-mail address when signing in?

Does restarting and signing in again help? You can force a sign in again by removing the loginstate.xml file from the computer and restarting.

If the above suggestion does not help, could you manually collect the log files from your computer and share them here?

Re: Software will not come up after an upgrade

Anonymous — Thu, 15 Dec 2016 18:47:40 GMT

I tried all of the suggestions with no luck. I'll send you the log files and screen shots of the errors.

Thank you for your help,

Curt

Re: Software will not come up after an upgrade

TheCADWhisperer — Thu, 15 Dec 2016 18:59:35 GMT

Here is a tip for future reference -

if you go to the Windows icon in lower left corner of screen and type Snipping, you can open the Windows Snipping tool for grabbing screen captures of specific areas of the screen (like error dialog boxes) rather than the entire (looks like you have a nice big) screen.

You can also do this with Alt Print Screen and then Ctrl V to MS Paint, but the Snipping tool is easier and faster.

Re: Software will not come up after an upgrade

Anonymous — Thu, 15 Dec 2016 19:14:10 GMT

Sorry,

Here are the new screen shots.

Thanks,

Curt

Re: Software will not come up after an upgrade

innovatenate — Thu, 15 Dec 2016 22:36:22 GMT

Can you try the below solution and see if it helps.

Windows:

Type certmgr.msc in the start menu and launch the certmgr on your Windows computer.
Look in Trusted Root Certification Authorities > Certificates for a certificate named Verisign Universal Root Certification Authority.

If this certificate does not exist:

Extract the attached ZIP file and then run the .CER file.
When you are prompted to install the certificate, just follow the prompts.

Instead of installing the certificate manually, you can also try installing the following Windows Update.
See: Event ID 4107 or Event ID 11

If this doesn't help, I may need a different log file, the Webservices.log file. The log files is stored in the below locations on your computer.

Windows: C:\Users\***\AppData\Local\Autodesk\Web Services\Log\WebServices.log
Mac: Macintosh HD > Users > *** > Library > Application Support > Autodesk > Web Services > Log > WebServices.log

I hope this helps! Please let me know if you have any questions.

Thanks,

Re: Software will not come up after an upgrade

Anonymous — Thu, 15 Dec 2016 23:04:39 GMT

Nathen,

The certificate is there so I didn't use any of the downloads. Here is the WebServices.log file.

Thanks,

Curt

Re: Software will not come up after an upgrade

innovatenate — Fri, 16 Dec 2016 00:22:14 GMT

I don't recognize any errors in the webservices log. Could you try right clicking on the certificate in the certmgr.msc and then selecting delete. After removing the certificate, can you try launching Fusion 360 one more time?

I'll take these log files and escalate them internally, in case there is something I'm overlooking. I'll circle back as soon as I have an update.

Thanks,

Re: Software will not come up after an upgrade

innovatenate — Fri, 16 Dec 2016 00:38:55 GMT

One more suggestion.. I overlooked this before, but in the applog files there was an error when trying to connect to this website.

Can you browse to this website?

https://a360-statusdashboard.s3.amazonaws.com/autodesk_maintenance.json?AWSAccessKeyId=AKIAI3QZAKZMAFW7REIA&Expires=1739314215&Signature=8gvCKDc6XsblmZxbvZ%2FudKRlfyc%3D

When you do, does the site have a "green lock" in the address bar of the web browser to show that the certificate is trusted?

Thanks,

Re: Software will not come up after an upgrade

Anonymous — Fri, 16 Dec 2016 00:45:40 GMT

No, the lock is not green.

Re: Software will not come up after an upgrade

Anonymous — Fri, 16 Dec 2016 00:49:00 GMT

One thing I did notice was a file in Web Services\Log called WebServices.log.lock. I wasn't sure if this is supposed to be there or not.

Re: Software will not come up after an upgrade

innovatenate — Fri, 16 Dec 2016 01:34:58 GMT

Awesome thank you for the quick update. I'll keep digging on my end.

Re: Software will not come up after an upgrade

innovatenate — Fri, 16 Dec 2016 18:45:20 GMT

The .lock file is normal.

In the applog file, it looks like you're running Fusion 360 behind a proxy server. Do you know if the proxy server has been configured for Fusion 360 to access the required domains? You may need to add the list of domains in the below link to the exception list and make sure that the mentioned ports are open.

https://knowledge.autodesk.com/support/a360/troubleshooting/caas/sfdcarticles/sfdcarticles/Network-Configuration-for-Fusion-360.html

Are you using any environment variables to try and bypass the proxy?

One thing to test is to the below procedure. This may clear the current preferences related to Network.

Close Fusion
Browse to %appdata%\autodesk\neutron platform\options\{alphanumeric folder name}.
Rename NGlobalOptions.xml.
Browse to %appdata%\autodesk\neutron platform\options
Rename NMachineSpecificOptions.xml
Start Fusion 360

I hope this helps. I look forward to your reply.

Thanks,

Re: Software will not come up after an upgrade

Anonymous — Fri, 16 Dec 2016 19:38:32 GMT

Nathan,

I tried the suggestions for changing .xml files. Nothing there. Let me get with our I.T. department and find out what they have set up. Thank you for all your help.

Curt